A Trusted Support Partner: What Our 2025 Surveys Show
Our 2025 Service and Support Feedback Surveys are in, and they provide a clear view of how our customers experience our support services and how well we deliver against our commitments. Based on 109 completed responses, the results confirm that reliability, responsiveness, and clear communication remain key strengths of Scientifica’s service offering.
The feedback highlights a strong level of trust and satisfaction for our service and support teams. An impressive 98% of respondents reported being satisfied overall with our support service, and 99% said they would recommend us to a friend or colleague. These results reflect not only the outcomes we deliver, but the relationships we build along the way.
We recognise that issues and service requests are not always straightforward. When challenges occur, timely resolution and effective communication are critical. The survey results show that 92% of customers were satisfied with the time taken to resolve their issue, while 97% were satisfied with the quality of communication throughout the process. These measures reinforce the importance of keeping customers informed and engaged until issues are resolved.
In addition, 85% of respondents rated our service as better than that provided by other companies, indicating that the Scientifica approach to service and support compares favourably within the broader market.
Service and support play a central role in how we partner with our customers. Our objective is not only to resolve issues, but to minimise disruption, provide clarity, and maintain continuity for researchers and institutions to carry out critical research.
Of course, the insights from the 2025 survey are being used to identify opportunities for further improvement, refine processes, and ensure our teams continue to exceed our customer’s expectations. We value the feedback provided and appreciate the time customers took to share their experiences. Only with this valuable feedback can Scientifica go from strength to strength.
The survey results illustrate and reinforce our commitment to being a trusted and preferred partner to the electrophysiology community —one that remains engaged, responsive, and accountable, even when things do not go exactly as planned.
Reetu Santa, Scientifica's managing director said, "Our Service & Support team is fully committed to serving customers worldwide and supporting the electrophysiology community. In every interaction, we strive to deliver uncompromising customer service and actively welcome feedback to help drive company-wide improvements".
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