IMV’s 2021 Customer Experience and Service Performance Perspectives Report provides insight into the diagnostic imaging customer’s experience and needs for servicing their diagnostic imaging equipment for ten imaging modalities. Key indicators are reviewed which cover the imaging customer experience as well as service performance criteria. Respondent perspectives on how well the major imaging OEMs and other service provider types (e.g., third parties and in-house departments) are doing are evaluated across the imaging industry and by modality. The key imaging manufacturers covered in this report together comprise at least two thirds of each modality market in U.S. hospitals. As such, the evaluation of customer experience and service performance indicators for the ten modalities can be said to depict the “state of the diagnostic imaging industry,” and is a useful guide on what is driving customer loyalty across the industry.
This is based on results from interviews conducted with imaging professionals involved with any of the ten imaging modalities in U.S. hospitals and non-hospital sites. A total of 4,888 survey responses were received from participants 2,149 sites in the United States in 2020. This report focuses on a subset of indicators of customer experience and service performance from a larger set of indicators that are covered in IMV’s ServiceTrak report series. Detailed comparisons and trend analysis for the past five years for all the indicators, by OEM and modality, can be found in IMV’s ServiceTrak reports. This ServiceTrak report series can be separately licensed by qualified subscribers.