Report provides insights into the factors that contribute to an antibody customer's perception of value and provides a comprehensive look at the usage pattern of these products
Since no single company has a sufficiently broad product mix to accommodate all of the research applications for which antibodies are used, scientists routinely purchase antibodies from multiple suppliers.
To help suppliers build customer value and increase their competitive advantage, BioInformatics has published 'The Market for Antibodies: Keys to Success for Commercial Suppliers', which is based on a 26-question survey of 1000 researchers who purchase pre-made catalogue antibodies.
In addition to providing a comprehensive look at the usage pattern of these products and future purchasing plans, this report provides insights into the factors that contribute to an antibody customer's perception of value.
"Our analysis looks beyond simple measures of satisfaction and instead focuses on understanding the relationship between attribute importance, performance, satisfaction, loyalty and retention.
"Together, these factors combine to influence how scientists choose between competing antibody suppliers", said Bill Kelly, president of BioInformatics.
While some companies clearly have been successful in capturing market share, the results of the survey suggest that many antibody customers are dissatisfied with their suppliers' performance in several key areas such as timeliness of delivery and technical support.
By focusing on improvements in these and other measures of performance detailed in the report, suppliers will be better able to offer the right product mix and ensure their antibodies and services exceed customer expectations.
In order to better assess the relative strength of competing antibody suppliers, less tangible elements of customer value were also measured.
These elements included attitudinal measurements such as overall customer experience, intent to re-purchase and willingness to recommend as well as behavioral measurements such as frequency of purchases and customer retention.
By examining the responses of the most loyal customers of various companies, several specialty suppliers stand out for their exceptional performance.
For example, Jackson ImmnoResearch Labs has the highest percentage of loyal customers reporting an extremely positive customer experience.
Cell Signaling has the highest percentage of loyal customers willing to recommend the company to a colleague.
Chemicon, DakoCytomation, and Upstate have the highest percentage of loyal customers who have purchased from these companies for more than two years.
"This report is only a starting point for suppliers to benchmark their own performance against various attributes.
"By using it to better understand what antibody customers value, suppliers can then realign their product mix and major product features such as price, quality, packaging options and service levels with the most profitable customer groups", concluded Kelly.
