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Benchmarking for 2025: Understanding the IVD User Experience

Publisher Kalorama Information
Published Aug 08, 2025
Length 70 Pages
SKU # KLI20291154

Description

This report presents findings from a comprehensive survey of clinical diagnostics professionals, across multiple years (2019, 2020, 2022, and 2025), focusing on their experiences with vendors, product usage, purchasing behavior, and operational challenges. The findings offer actionable insights to enhance customer engagement, support product innovation, and improve service delivery across the IVD industry. These insights span key areas of clinical diagnostics, including clinical chemistry, molecular diagnostics, and microbiology.

The report includes a Tableau workbook which will allow you to:
  • Uncover and compare single and multi-year customer experience performances for leading vendors.
  • Explore touchpoint-specific trends since 2019.
  • Gain insights into customer satisfaction drivers across different regions, bed sizes, market segments, job positions, and age.
The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customer, showcase your company’s performance, or compare against competitors. Our team can provide tutorials for navigating this workbook upon request.

This report equips vendors with the insights needed to stay ahead in the IVD market. Understanding customer experience enables vendors to cultivate relationships with current customers and build relationships with new ones.

The 2025 edition is a snapshot of current perceptions towards IVD vendors and will focus on the following objectives:
  • Provide clinical diagnostics vendors with the ability to benchmark their customers' experiences against their competitors across the customer purchasing life cycle.
  • Identify the relative strengths and weaknesses of each vendor across touchpoints in the customer purchasing life cycle.
  • Determine the relative importance of each touchpoint in the customer purchasing life cycle.
  • Assess how labs are currently utilizing AI and which applications are most beneficial.
  • Evaluate how tariffs and staffing shortages have impacted lab operations.
Kalorama Information and Bioinformatics designed an online quantitative survey to address these objectives.
  • The survey this report was based on was fielded to n=229 respondents.
  • This study is longitudinal and trends over the course of the last six years, including waves from 2019, 2020, 2022 and 2025.
  • The survey contained 57 questions (including demographics) and took a median time of about 20 minutes to complete.
  • Overview
  • Topline Findings
  • Demographics Overview
  • IVD Vendor Rankings
  • Laboratory Experiences with AI, Tariffs, and Staffing Shortages
  • Navigating Tableau
  • Methodology and Demographics
  • About Us
1a. Customer Profile
2a. Customer Experience
3a. Customer Experience Trended
4a. Touchpoint Performance
5a. Quadrant Analysis
6a. COVID-19 Impact
6b. COVID-19 Support
7a. Job, Age, Region
7b. Roles & Responsibilities
7c. Ordering Products
7d. Tests Performed
7e. Compliance17f. Organization Type & Size
7g. GPOs
7h. Vendor and Tests Performed
7j. Vendor Use & Characteristics
8a. Overview
8b. Customer Experience Model
8c. Quadrant Analysis
8d. Sankey Diagram
8e. About Us
*Note: Trending is provided on most dashboards within the Tableau workbook for 2019-2025.
Companies Profiled in 2025
  • Abbott
  • Agilent
  • ALPCO Diagnostics
  • Asuragen
  • AutoGenomics
  • BD Biosciences
  • Beckman Coulter
  • BioFire
  • Bio-Rad
  • Bruker
  • Cepheid
  • DiaSorin
  • EKF Diagnostics
  • ERBA Diagnostics
  • GenMark Diagnostics
  • Illumina
  • Meridian
  • Miltenyi Biotec
  • QuidelOrtho
  • Panasonic
  • Revvity
  • QIAGEN
  • Randox
  • Roche
  • SCIEX
  • Sekisui Diagnostics
  • Siemens Healthineers
  • Sysmex
  • Thermo Fisher Scientific
  • Tosoh
  • Werfen

Table of Contents

70 Pages
    • Getting the Most Out of this Topline Report
    • Customer Experience Model For Clinical Diagnostics
    • Touchpoint Attributes
    • Performance at Each Touchpoint
    • Executive Summary - Clinical Chemistry, Microbiology, and Molecular Diagnostics Insights
    • Executive Summary - Generational Usage of Systems, Selling Consumables and Systems, AI Usage and Tariff Impacts
    • Executive Summary - Industry Performance 2019 - 2025
    • Executive Summary - 2025 Most Improved Vendors
    • Region (n
    • Respondent Profile (n
    • Giving Customers a Positive Experience
    • Trends in Overall Customer Experience Scores
    • Overall Customer Experience Scores
    • Customer Experience Touchpoint Performance: Pre-Purchase Experience - Product Awareness
    • Customer Experience Touchpoint Performance: Pre-Purchase Experience - Product Knowledge
    • Customer Experience Touchpoint Performance: Pre-Purchase Experience - Product Selection
    • Customer Experience Touchpoint Performance: Product Experience - Product Integrity
    • Customer Experience Touchpoint Performance: Product Experience - Service Provided
    • Customer Experience Touchpoint Performance: Post-Purchase Experience - Support Provided
    • Customer Experience Touchpoint Performance: Post-Purchase Experience - Satisfaction and Loyalty
    • Laboratory Experiences with AI
    • Laboratory Experiences with Tariffs
    • Staffing Shortages
    • Access this Report's Interactive Tableau Data
    • Touchpoint Navigation
    • Navigation of Key Analyses
    • Navigation of Quadrant Analysis
    • Study Overview
    • Study Data Collection
    • Study Recruitment
    • Study Sample and Trending
    • Analysis and Presentation of Results
    • Analytical Technique: Quadrant Analysis
    • Net Promoter Score (NPS) Methodology
    • Sankey Diagram
    • Definition of Terms

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