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Customer Service

bioMérieux is committed to offering first class, personalized service to labs and healthcare professionals worldwide.

An international organization close to our customers

The approach we take is designed to contribute to improving patient care and the protection of consumers’ health. bioMérieux provides its customers with a specific, scalable portfolio of services.

Our services allow:

  • optimal integration of equipment into laboratory workflows;
  • maintaining long-term conditions of use;
  • compliance with quality regulations;
  • skills support and development through training programs and medical education.

To deliver top-quality customer service in all the countries where our customers operate, our Customer Service teams are active at the local and global levels.

Our local teams take into account specific country needs while enjoying an international view of the market. They may also be supported by international teams, when extra support is required for instruments, reagents, information technology and service solutions.

 

Global Customer Service (GCS)

The GCS has 4 main missions:

  • Provide technical support to local subsidiaries and distributors;
  • Train subsidiaries and distributors to provide training to our customers worldwide on how to use our products and solutions;
  • Ensure that the customer’s voice is heard for technical input during projects to develop and improve our products;
  • Actively contribute to the development of services with added value for customers.

Caring about customer satisfaction: a priority

Satisfying our customers is at the very heart of bioMérieux's priorities. In an ever-changing world, with an increasing pace of change, capturing customer feedback on how they perceive the way we serve them is critical.

This indeed enables bioMérieux to identify dissatisfied customers and take specific care of them, and most importantly to understand and address areas of progress and raising customer expectations.

As a starting point, we are strongly investing in having more representative set of data. In 2024, nearly 10,000 customers in 69 countries voiced their opinion. We ensure that we collect feedback from customers served both in direct and in indirect models, interacting closely with our distributors.

As a result, we have successfully achieved a Net Promoter Score (NPS) of 60 in 2024, 13 points higher than in 2023.

Once the outcome was known, we undertook a comprehensive review of each and every feedback. All global and local teams were involved in the survey and carefully analyzed the results to take action. We then defined new areas of progress and set specific actions to correct or strengthen topics of importance to our customers.

To ensure that we carry on improving the way we serve our clients, this global survey is done now yearly and we are already actively working on the 2025 campaign.