For vendors, the survey may provide some useful insight into ways they can improve — Leibold points to issues with installation or service response time as examples. For better or worse, she said vendors frequently report that MD Buyline trends match their internal surveys.

“Customers can determine vendor weak points and have a better overall picture of what it might mean to select a certain vendor," added Dildy.


The analysts told HCB News that cost does not factor directly into the survey results, but that facilities are generally willing to pay more for better service and support. “The assumption is that performance, reliability/stability, installation/implementation, training and service/support should always be top-notch, despite the cost of capital," said Newell.

Stalwarts of customer satisfaction

The analysts told HCB News how — whether or not change is abundant or gradual — their survey provides a snap shot of the industry. By way of example, Matricardi brought up Ortho Clinical Diagnostics and the temporary dip in popularity its chemistry immunoassay solutions suffered seven years ago when it unveiled the VITROS 5,1 FS to a cold reception.

"With the introduction of the VITROS 5600 in 2008 (replacing the VITROS 5,1 FS), Ortho Clinical Diagnostics slowly bounced back," he said. "This is a great example of how user satisfaction ratings clearly reflected how customers felt this model did not meet past expectations or ease of use."

In an industry that is constantly reshaping itself, mergers and acquisitions can also impact a company's strong suit. Despite having been acquired by Premier two years ago, Carlin said Aperek has continued to receive top ratings in the Enterprise Resource Planning category.

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