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.
Download Brochure: English | Chinese | French | German | Japanese | Korean | Portuguese | Spanish | Italian
Customer Comments
Implementing Improvements
Here are a few examples of improvements we made based directly on customer feedback.
- Streamlined website for easier product discovery and purchase
- Document upload capability at checkout
- New eCommerce-enabled pages for purchasing education products
- Expanded knowledge portal with articles in over 35 languages for quick answers
- Online chat with experts
- Outcome-based consulting services tailored to your needs
- Launched remote Method Consulting service for urgent application support
- Reduce Cost with proactive maintenance strategies that minimize downtime
- Increase Productivity by identifying bottlenecks and optimizing asset utilization
- Mitigate Risk with greater visibility and control over regulatory and operational concerns.
- Improve Sustainability by optimizing lab efficiency
- New business models: leasing, subscriptions, and flexible spending.
- Faster quote generation with new systems.
- Improved ticketing system for quicker follow-up.
- Streamlined website layout and content for easier product discovery and purchase.
- Document upload capability at checkout.
- New eCommerce-enabled pages for purchasing education products.
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 Feedback@listening.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.
