StudiesInstrumentation Service Contracts You may remember participating in a recent Science Advisory Board study involving maintenance and service contracts for scientific equipment. There are many service models to choose from – multi-vendor, in-house, and original equipment manufacturer (OEM), to name a few. In order for a life science supplier to demonstrate customer value, they must understand how scientists use their equipment and the importance of those instruments in a laboratory setting. In order to understand the evolution of instrument technology, life science suppliers must keep up with the dynamics of instrument service and maintenance in order to meet the requirements of laboratory costs, risks and quality assessments. This study addresses the following: • What are the most common types of contracts offered in today’s life science market? • Is a single maintenance and/or service contract a good fit for a particular customer? • What features are most important to a customer when selecting a service contract? • Do more customers prefer an OEM to an in-house or multi-vendor contract? How interested would your lab be in consolidating its multiple maintenance and/or service contracts into a single contract with only one OEM (original equipment manufacturer), regardless of instrument type or original OEM? The results:  Among the key findings... • Real-time PCR and HPLC instruments most frequently have service and/or maintenance contracts • 49% of maintenance and/or service contracts are for a single-year duration • One-third of service contracts are around 10% of an instrument’s purchase price • 36% of scientists who are disappointed with service would give contract providers a second chance and request a contract extension • Senior lab personnel typically procure maintenance and/or service contracts • 41% of respondents are interested in consolidating maintenance and/or service contracts with a single OEM For questions and comments, please email k.henwood@scienceboard.net. [ View Current & Future Studies ] [ View Past Studies ] |
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