Phone: +49 69 66 80 77-0
Fax: +49 69 66 80 77-99IVD Service Monitor
The IVD SERVICE MONITOR is an annual multi-client survey of clinical laboratories in Germany and other selected countries to monitor customer satisfaction with the service performance of the IVD industry. Recent subscribers include almost all leading IVD vendors.
The IVD SERVICE MONITOR was set up to provide the IVD industry with objective and standardized measures of their service performance, allowing for a direct comparison of individual vendors within and across diagnostic disciplines, and for a continuous tracking over time.
Market Coverage
The IVD SERVICE MONITOR focuses on the key IVD disciplines: Clinical Chemistry, Immunochemistry, Hematology, and Hemostasis, and the sample surveyed is selected to maximize the response rate for these disciplines. Other disciplines, such as Blood Gas Testing, may be added on demand.
Data Collection
Data are collected from a representative panel of several hundred hospital and private non-hospital laboratories that report the following data:
• Laboratory demographics (type of lab, daily sample volume, total tests per year, etc.)
• Installed base of instruments, date of acquisition, prospective date of replacement
• For each instrument: Number of hotline calls and on-site troubleshooting interventions in past 6 months; average response time for the field technicians to arrive; total instrument downtime in past 6 month
• Satisfaction ratings for the instrument and reagent performance
• Satisfaction ratings for the service performance (e.g. hotline, field service, delivery, training and education, sales reps, communication, etc.)
• Vendor image ratings (overall product quality, overall service quality, overall cost/performance ratio, etc.)
• Likelihood to re-purchase from same vendor
Confidentiality
Strict confidentiality is granted to all labs participating in this survey, and only anonymized data will be made available.
Data Output
Deliverables for the IVD SERVICE MONITOR include a separate Power Point summary report for each discipline, plus a consolidated summary report across disciplines. Each summary report comes with comprehensive back-up tabulation reports in Excel format.
Subscribers can choose to subscribe to selected disciplines only, or to the full body of data.
Last and Next Survey
The last survey was completed in spring 2006, covering Germany (n=400), France (n=400), and Italy (n=300). The next wave is scheduled for 2007 (Germany only): Fieldwork to commence in September, data available end of November. Subscribe now!
The plan for 2008 is to include again France and Italy, eventually also Spain and UK.
Contact:
PM & Partner Marketing Consulting GmbH
Lyoner Straße 30 | D-60528 Frankfurt am Main
Person to contact: Frank Jaenecke
Phone (reception): +49 (69) 668077-0
Extension Frank Jaenecke: -14
Fax: +49 (69) 668077-99
Email:
(for security reason, no email link, please type in manually)