Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. A superior customer experience offers an opportunity for manufacturers to differentiate themselves from others in a crowded marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.
As diagnostic imaging customers continue to raise their expectations of manufacturers, the need to improve and understand all aspects of the customer experience has never been greater. Determining specific areas where there is need for improvement or where competitors are leading the way can help guide your future customer experience strategy.
The scope of this study offers in-depth analysis across two waves (years: 2018 and 2019) of customer experience benchmarking, tracking the performance of 12 different manufactures across 8 different modalities and allowing for analysis of how manufacturers’ strategies have impacted customer experience scores over time, as well as how they compare to other manufacturers over time. This year, we’ve asked over 300 techs, radiologists, and department heads to evaluate the manufacturers they use on the customer touchpoints that occur during evaluation of equipment, use of equipment, training and installation of equipment, and customer support after the sale.
The Tableau Dashboard, available on Knowledge Center, allows you to dive deeper into the data. The Tableau allows comparison of brands across performance overall, on individual touchpoints, and individual attributes across multiple years of data collection.
This report will allow you to compare your company’s performance against your competitors and find out what’s working and what’s not. For example, is it easier to find imaging products and equipment on someone else’s website than it is on yours? Are you known to offer better training? How user-friendly is your imaging equipment design? How clear are your instructions for use? Do technologists associate your brand with providing a breadth of equipment needed to support their entire workflow? Do facilities think post-sales support from your sales reps is on par with what other companies offer? As customers work their way through the process of doing business with you, there are key interactions that offer opportunities to satisfy or frustrate.
This report maps key customer touchpoints so that you can easily identify strengths to capitalize on and areas to improve upon, thereby enhancing the customer experience and the likelihood of generating repeat business. Additionally, respondents have been asked to rank the relative importance of each touchpoint to help suppliers determine which areas are more (or less) worth addressing. Given that resources are limited and customers want it all,Benchmarking for 2020: Understanding the Diagnostic Imaging Equipment Customer Experience is a must-have for savvy organizations who want to be prudent about investing in the right experiences – the kind that will inspire customers to stay for life. With the Tableau platform, you will be able to use this report across functional areas in your company for a quick assessment of customer satisfaction over each individual touchpoint, and drill down into the data to what matters most for your organization.
Canon Medical Systems (Toshiba)
Download the TOC to receive a complimentary brochure including sample data from this report.