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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 for our customers: a core company priority

At bioMérieux, customer satisfaction is at the heart of everything we do. It is one of our core behaviors and a guiding principle across the organization. In a rapidly evolving environment, we place strong emphasis on listening to our customers: capturing their feedback and acting on their perceptions of how we support and serve them.

To translate this commitment into tangible action, bioMérieux conducts an annual customer satisfaction survey across approximately 70 countries. This initiative reflects our dedication to gathering robust, representative insights and continuously enhancing the quality of our customer experience. In 2025, nearly 10,000 customers across 69 countries shared their perspectives, handled either directly or through our valued distribution partners.

This extensive feedback enabled us to achieve a Customer Satisfaction Score (CSAT) of 88% in 2025, representing a two-point increase compared with 2024. This metric is a key indicator of customer loyalty and reflects the trust our customers place in us.

Following the survey, we conducted a thorough analysis of all feedback received. Teams at global, regional, and local levels were fully engaged in reviewing the results and identifying targeted actions. These efforts span individual follow-ups with detractors, as well as broader initiatives across countries, regions, and functions (including customer service, sales, supply chain, communications, and finance). Based on these insights, we have defined clear priorities and implemented actions to address key areas for improvement and reinforce what matters most to our customers.

Looking ahead, we are already preparing the 2026 survey campaign, scheduled from mid-September to mid-October 2026. Our objective is to further increase participation while sustaining strong satisfaction levels.

If you are one of our customers, we encourage you to take just a few minutes to complete the survey when you receive it. Your feedback is invaluable, because YOUR VOICE SHAPES THE FUTURE.