Agilent Is Listening
As a highly valued customer, your success is Agilent's top priority. That is why your feedback is so important to us. Agilent teams are passionate about providing answers to your complex challenges, and we value your suggestions as we aim to support your business.
We are taking actions, both significant and subtle, to constantly improve the ways we serve you. And we will continue to make changes necessary for a better customer experience. See our customer experience brochure for a brief overview of how your feedback makes an impact.
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Customer Comments
Implementing Improvements
Here are a few examples of improvements we made based directly on customer feedback.
Improved digital access
We’ve improved our website to make it easier to find and buy products online, get support, and find help articles. When you can’t find what you need, our expanded online chat capabilities help get answers to you quickly.
Expanded Virtual Engagement
There is no need to be in the office to gain full access to Agilent resources whether it be an Agilent conference, webinar, or even a virtual sales or support visit, virtual options abound.
Need support help? We’ve introduced CrossLab Virtual Assist to help you any time, wherever you are, providing you with a virtual qualified support engineer to help you get support quickly and easily.
Improved Account and Lab Management
We have improved your ability to edit and manage your account online. Need help managing your lab? We’ve introduced CrossLab Connect to manage your laboratory instruments and efficiently run your lab on a daily basis.
We’ve also refined our consulting to be based on your outcomes, delivering on your expectations and needs.
Ease of Doing Business
We have introduced new business models, providing access to our products via modern business approaches such as leasing, subscriptions, and flexible spend, to name a few.
We’ve made it easier to access online training at the Agilent University with a convenient ePass subscription.
Agilent Customer Experience Journey Performance
Agilent’s customer experience survey is designed to gather feedback from our customers based on their journey with Agilent. This online survey is conducted in 19 languages for over 30 countries across the globe.
The journey surveys cover four key phases of customer interaction with Agilent:
- Aware to Decide Survey: Evaluates your decision to purchase or forgo Agilent solutions.
- Onboarding Survey: Measures your experience with installation and familiarization of Agilent products.
- Use Survey: Evaluates your experiences with Agilent product usage and interactions with sales and support.
- Support Survey: Measures your experiences of support provided by Agilent over phone, email, on site, or through return to Agilent repair and exchanges.
Agilent uses the survey results to identify improvement opportunities to better serve you, our valued customers. Our goal is to continuously improve by understanding your needs and address them effectively.
Agilent Customer Experience Survey
Making Agilent better for you
Watch for an invitation from AgilentListens@e-mail.agilent.com to participate in the Agilent Customer Experience Survey. Surveys are sent to a select number of people after an interaction with Agilent.
We look forward to hearing from you!
Agilent Recognized as a Top Company for Customer Satisfaction
Agilent was recognized in the latest Management Top 250 ranking, developed by the Drucker Institute, which measures corporate effectiveness by examining performance in five categories: customer satisfaction, employee engagement and development, social responsibility, and financial strength.
