Abstract

This survey report on medical device shipping practices and market implications, examines manufacturer preferences for the shipping of medical device products and customer experiences and preferences with regards to these services. Over the course of the survey, major endoscopy manufacturers and brand-specific endoscopy customers were contacted. The focus of the survey was on the cost, timeliness and accuracy of shipment of medical device packages.

TABLE OF CONTENTS

TABLE OF CONTENTS I
LIST OF FIGURESIII
LIST OF CHARTSV
EXECUTIVE SUMMARY . 1
1.1 OVERVIEW  1
1.2MEDICAL DEVICE SUPPLIER PROFILE 2
1.3 CUSTOMER PROFILE . 3
1.4MANUFACTURER'S PRACTICES. 4
1.5 CUSTOMER EXPERIENCES 5
1.6 CUSTOMER SUGGESTIONS . 6
RESEARCH METHODOLOGY 7
2.1 RESEARCH METHODOLOGY. 7
SURVEY OVERVIEW  8
3.1 RESPONDENT CHARACTERISTICS  8
3.2MEDICAL DEVICE SHIPPING FROM MANUFACTURERS . 8
3.3MEDICAL DEVICE CUSTOMER FEEDBACK 9
MEDICAL DEVICE MANUFACTURERS SHIPPING SURVEY. 10
4.1 INDUSTRY RESPONDENTS  10
4.1.1 Question 1: Choice of Carrier . 10
4.1.2 Question 2: Location of Manufacturer Shipping Facility. 12
4.1.3 Question 3: Payment of Shipping Costs. 13
4.1.4 Question 4: Payment for Cost of Returns  14
4.1.5 Question 5: Expediting Fees 15
4.1.6 Question 6: Method for Shipping Packages Over 150lb  16
4.1.7 Question 7: Shipping Price Quoted to Customer 17
4.1.8 Question 8: Inclusion of Insurance. 19
4.1.9 Question 9: Shipping Discounts 20
4.1.10 Question 10: Customer Feedback. 21
MEDICAL DEVICE CUSTOMERS SHIPPING SURVEY. 22
5.1.1 Question 1: Respondent Position 22
5.1.2 Question 2: Size of Facility 23
5.1.3 Question 3: Medical Device Packages Received Per Month. 24
5.1.4 Question 4: Importance of Shipping Cost 26
5.1.5 Question 5: Delivery Method. 28
5.1.6 Question 6: Shipping Terms 31
5.1.7 Question 7: Expediting Premiums  34
5.1.8 Question 8: Method of Payment  35
5.1.9 Question 9: Level of Satisfaction  36
5.1.10 Question 10: Handling Fees  38
5.1.11 Question 11: Discounts on Shipping Costs. 39
5.1.12 Question 12: Discounts as an Incentive 41
5.1.13 Question 13: Other Desired Shipping Options 44
SURVEY QUESTIONS 45
6.1 INDUSTRY SURVEY QUESTIONS 45
6.2 CUSTOMER SURVEY QUESTIONS . 47

LIST OF FIGURES
EXECUTIVE SUMMARY 1
Figure 1-1 Differences in Perception on Discounts in Shipping Rates, U.S., 2008  1
Figure 1-2 Map of Medical Device Supplier Home States, U.S., 2008 2
Figure 1-3 Typical Number of Packages Received per Month, U.S., 2008  3
Figure 1-4 Parties (Manufacturers and Customers) Who are Responsible for Paying
Shipping Costs of Damaged or Returned Equipment, U.S., 2008 . 4
Figure 1-5 Purchasing Agent Familiarity with Shipping Terms Used for Received
Packages, U.S., 2008 . 5
Figure 1-6 Customers Suggestions: Criteria for Applying Discounts to Shipping
Charges, U.S., 2008  6
RESEARCH METHODOLOGY 7
SURVEY OVERVIEW  8
MEDICAL DEVICE MANUFACTURERS SHIPPING SURVEY. 10
Figure 4-1 Question 1: Choice of Carrier, Manufacturers  11
Figure 4-2 Question 2: Location of Manufacturer Shipping Facility  12
Figure 4-3 Question 3: Payment of Shipping Costs 13
Figure 4-4 Question 4: Payment for the Cost of Returns  14
Figure 4-5 Question 5: Expediting Fees . 15
Figure 4-6 Question 6: Method for Shipping 150lb Package . 16
Figure 4-7 Question 7: Shipping Price Quoted to Customer  18
Figure 4-8 Question 8: Inclusion of Insurance  19
Figure 4-9 Question 9: Shipping Discounts . 20
Figure 4-10 Question 10: Customer Feedback Received by Manufacturers . 21
MEDICAL DEVICE CUSTOMERS SHIPPING SURVEY  22
Figure 5-1 Question 1: Respondent Position, Customers  22
Figure 5-2 Question 2: Size of Customer Facility  23
Figure 5-3 Question 3: Endoscopy Packages Received Per Month 24
Figure 5-4 Question 3: Packages Received Per Month Compared to Facility Size. 24
Figure 5-5 Question 4: Importance of Shipping Cost  26
Figure 5-6 Question 5: Delivery Method-Ability to Select . 28
Figure 5-7 Question 5: Delivery Method-Most Common Option 29
Figure 5-8 Question 6: Shipping Terms-Ability to Dictate . 31
Figure 5-9 Sample List of Commonly Used Shipping Terms within the U.S.  32
Figure 5-10 Question 6: Shipping Terms-Preferred Option. 33
Figure 5-11 Question 7: Expediting Premiums . 34
Figure 5-12 Question 7: Expediting Premiums-Knowledge Of 34
Figure 5-13 Question 8: Method of payment  35
Figure 5-14 Question 9: Level of Satisfaction  36
Figure 5-15 Handling Fees  38
Figure 5-16 Handling Fees-Knowledge Of 38
Figure 5-17 Question 11: Discounts on Shipping 39
Figure 5-18 Question 11: Discounts on Shipping - Providers  40
Figure 5-19 Question 11: Discounts on Shipping - Qualifications  40
Figure 5-20 Question 12: Discounts as an Incentive  41
Figure 5-21 Question 12: Discounts as an Incentive-Desired Qualification  42
Figure 5-22 Question 13: Other Desired Shipping options  44
SURVEY QUESTIONS  45

LIST OF CHART S
EXECUTIVE SUMMARY 1
RESEARCH METHODOLOGY 7
SURVEY OVERVIEW  8
MEDICAL DEVICE MANUFACTURERS SHIPPING SURVEY. 10
MEDICAL DEVICE CUSTOMERS SHIPPING SURVEY  22
Chart 5-1 Question 3: Packages Received Per Month 25
Chart 5-2 Question 4: Importance of the Cost of Shipping  27
Chart 5-3 Question 5: Delivery Method-Most Common Option . 30
Chart 5-4 Question 9: Level of Satisfaction. 37
Chart 5-5 Question 12: Discounts as an Incentive-Desired Qualification . 43
SURVEY QUESTIONS  45