Beckman Coulter Ranks Among Industry’s Best in Service Performance

Committed to providing the solutions labs need to meet the challenges they face, Beckman Coulter Diagnostics has been ranked among the industry’s highest performing Service providers in the clinical diagnostics industry in the 2014 IMV ServiceTrak Executive Summary Report.

Customers scored Beckman Coulter Diagnostics the overall highest-ranking service provider in the following categories:

- Overall manufacturer performance in immunoassay
- Overall service performance in immunoassay
- Overall phone support and remote service in immunoassay
- Overall field service engineer performance in immunoassay
- Overall field service engineer performance in automated chemistry

“Beckman Coulter Diagnostics is dedicated to continuously improving the service we provide to our customers to help them move the lab forward,” said John Dion, senior vice president, Global Service, Beckman Coulter Diagnostics. “The results of the IMV ServiceTrak Executive Summary Report show that our customers are truly experiencing the benefits of our commitment to the success of their labs and to providing the best service possible.”

In addition, Beckman Coulter was voted number one for automated chemistry analyzers in system installation process; overall OEM training program; service follow-up; overall phone support; effective troubleshooting by phone support; degree of the commitments met by phone support; overall service engineer performance; timeliness of initial phone response by engineer; effective troubleshooting by engineer; degree commitments met by engineer; attitude of engineer; best time for service engineer to arrive on-site; and best call-back response rate within 30 days to fix the same problem.

For hematology analyzers, Beckman Coulter was ranked highest for the best time for a service engineer to arrive on-site; time for the service engineer to complete repairs once on site; and timeliness of initial phone response by CAS.

And Beckman Coulter Immunoassay was voted best in system installation process; overall OEM training program; highest percentage of probability to repurchase; highest percentage in satisfaction of effectively resolving escalated problems; system ease of use; system throughput; overall service performance; service follow-up; service performance relative to charge; overall phone support; effective troubleshooting by phone support; degree commitments met by phone support; overall service engineer performance; timeliness of initial phone response by engineer; degree commitments met by engineer; competence of engineer; attitude of engineer; and best time for service engineer to arrive on-site.

IMV ServiceTrak is an independent third-party organization and a recognized leader in market research and online publishing for the medical imaging and clinical diagnostics instruments markets.