Shimadzu UK Customer Survey 2025
The 2025 customer survey results reflect trusted insights from experienced laboratory professionals. Over half of respondents manage seven or more instruments from multiple vendors, and 50% have relied on Shimadzu equipment for more than five years. This breadth of experience ensures the feedback presented here is both credible and representative. Explore the detailed survey findings below.
| How many laboratory instruments (from any vendor) are you currently responsible for or regularly using? |
How long have you been using Shimadzu equipment? |
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| Compared to other vendors you use, how would you rate Shimadzu overall? |
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| On a scale of 1-10 how would you rate Shimadzu instrumentation? | |
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The majority of respondents rated Shimadzu instrumentation highly, with over 96% giving a score of 8 or above. This demonstrates a strong level of satisfaction and confidence in the equipment. 8.7 out of 10 |
| Would you consider purchasing Shimadzu equipment again? |
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An overwhelming majority of respondents - 92.31% - indicated they would consider purchasing Shimadzu equipment again, while 7.69% were unsure and none responded negatively. This result highlights strong satisfaction with Shimadzu analytical equipment and support provided. 
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Customer Service and Technical Support
Next, the survey asked respondents to rate Shimadzu’s customer service and technical support.
The following table summarises their ratings for each aspect, with scores given on a scale of 1 to 5 from highly dissatisfied to highly satisfied.
| Category | Score out of 5 |
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| Quality of equipment usage training provided by the technical/ application specialist | 4.68 |
| Application support | 4.65 |
| Understanding of your needs or technical issues | 4.62 |
| After sales support | 4.56 |
| Communication through service process | 4.45 |
| Response time to service and support requests | 4.42 |
These results demonstrate that customers value not only the quality of Shimadzu’s products, but also the expertise, responsiveness, and support provided throughout their experience. The consistently high scores highlight Shimadzu’s dedication to ensuring users receive the guidance and assistance they need at every stage.
Product Satisfaction
The survey also asked respondents to rate their satisfaction with key aspects of Shimadzu equipment,
using a scale of 1 to 5 (with 5 being highly satisfied). The results are summarised in the table below:
| Category | Score out of 5 |
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| Suitability for your applications | 4.62 |
| Overall performance of the equipment | 4.5 |
| Equipment reliability | 4.4 |
| Quality vs Price ratio | 4.35 |
| Ease of use | 4.27 |
Shimadzu is proud to ensure that your equipment is always fit for purpose and that each user can make the most out of it.
These strong scores reflect our ongoing commitment to delivering reliable, high-performing, and user-friendly solutions for laboratory professionals.
The insights shared through our customer surveys offer a meaningful view into the needs of the laboratories we support.
These perspectives guide Shimadzu as we continually enhance our products and services. As the industry evolves,
we remain devoted to supporting laboratories with innovative solutions, attentive service, and a partnership you can rely on.
See what our customers say:
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