Roche Diagnostics wanted to explore their Technical Service support offering to all of their customers and to understand reactions towards a new approach alongside willingness to pay for additional ‘bolt on’ service elements. Turquoise were commissioned to conduct this research.
In order to better understand customers service needs, two web communities were curated and moderated with a total of 25 respondents. One community was with Health Care Professionals working within Blood Science Labs (CBS), and another with HCPs working within Molecular Labs.
Overall reactions towards the new service concept from Roche Diagnostics were reported, and most technicians believed the new approach would allow flexibility for tailoring to specific lab needs. A range of recommendations were offered on how Roche Diagnostics could strengthen the positioning of the different options proposed.
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