【市场分析】中国2014医疗器械售后服务调查大数据

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                    <p><p><img src="image/20201014/95b80f60020cc3824a6b1afb671f3c5f_1.jpg" /></p></p><p>最近，在“2015年中国医疗设备售后服务高峰论坛”上，医疗行业知名研究机构益普索联合《中国医疗设备》杂志发表了2014年度中国医疗设备售后服务的研究调查报告。</p><p><br  /></p><p>此次调查由中国医疗设备杂志社26个省级分社，2800多家二级以上医院设备科的5100多名设备科长与工程师组成的行业研究员共同制作。回收合格问卷1713分，涵盖30个省份，覆盖二级以上医院1048家。</p><p><br  /></p><p>调查样本的全面广泛专业，使得这次调查更具有科学性和权威性，也能更为全面的反映目前我国医疗设备包括CT、MIR、DR、超声、软式/硬式内窥镜类等在内的19个医疗设备产品线的厂商售后服务水平。</p><p><br  /></p><p>六大类医械产品的厂商售后服务用户满意度排名分析（同时对比市场占有率）</p><p><br  /></p><p><span>1.监护类：迈瑞——民族企业的骄傲</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="189"><br  /></td><td valign="top" width="189"><p><span><span>占有率</span></span></p></td><td valign="top" width="189"><p><span><span>满意度</span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>深圳迈瑞</span></span></p></td><td valign="top" width="189"><p><span><span><span>56.7%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.88</span></span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>飞利浦</span></span></p></td><td valign="top" width="189"><p><span><span><span>22.6%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.68</span></span></span></p></td></tr></tbody></table><p>在监护类产品，深圳迈瑞以56.7%的市场占有率占据第一位，远远超过占有率为22.6%的飞利浦；而在满意度方面也是以0.2的优势占据首位。可以说迈瑞在该领域完成了对飞利浦的“双杀”，成为民族企业的骄傲。</p><p><br  /></p><p><span>2.消毒与灭菌类： 民族企业的天下</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="189"><br  /></td><td valign="top" width="189"><p><span><span>占有率</span></span></p></td><td valign="top" width="189"><p><span><span>满意度</span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>老肯</span></span></p></td><td valign="top" width="189"><p><span><span><span>56.6%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.60</span></span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>肯格王</span></span></p></td><td valign="top" width="189"><p><span><span><span>12.3%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.59</span></span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>山东新华</span></span></p></td><td valign="top" width="189"><p><span><span><span>14.6%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.53</span></span></span></p></td></tr></tbody></table><p>在消毒与灭菌类，成为了民族企业的天下。其中，老肯一骑绝尘，以56.6%的市场占有率独得半壁江山之多；肯格王和山东新华位列二三位。在满意度方面，三家民族企业都得到了认可，满意度基本没有太大差距。</p><p><br  /></p><p><span>3.放疗类： 市场稳定，基本没变化</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="189"><br  /></td><td valign="top" width="189"><p><span><span>占有率</span></span></p></td><td valign="top" width="189"><p><span><span>满意度</span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>瓦里安</span></span></p></td><td valign="top" width="189"><p><span><span><span>29.5%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.78</span></span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>西门子</span></span></p></td><td valign="top" width="189"><p><span><span><span>20.7%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.76</span></span></span></p></td></tr><tr><td valign="top" width="189"><p><span><span>医科达</span></span></p></td><td valign="top" width="189"><p><span><span><span>34.1%</span></span></span></p></td><td valign="top" width="189"><p><span><span><span>3.67</span></span></span></p></td></tr></tbody></table><p>放疗类产品，瓦里安、西门子、医科达依然占据市场前三，和之前相比没有太大变化，也可以看出在该领域，市场基本稳定，医科达以34.1%的占有率略占上风；而在满意度方面，则是瓦里安稍占优。</p><p><br  /></p><p><span>4.内窥镜类：软镜依然是奥林巴斯的天下，硬镜呈现“三强鼎立”局面</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="249" colspan="3"><p><span><span>软式内窥镜类</span></span></p></td><td valign="top" width="259" colspan="3"><p><span><span>硬式内窥镜类</span></span></p></td></tr><tr><td valign="top" width="83"><br  /></td><td valign="top" width="85"><p><span><span>占有率</span></span></p></td><td valign="top" width="81"><p><span><span>满意度</span></span></p></td><td valign="top" width="89"><br  /></td><td valign="top" width="85"><p><span><span>占有率</span></span></p></td><td valign="top" width="85"><p><span><span>满意度</span></span></p></td></tr><tr><td valign="top" width="83"><p><span><span>奥林巴斯</span></span></p></td><td valign="top" width="85"><p><span><span><span>72.1%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.52</span></span></span></p></td><td valign="top" width="89"><p><span><span>卡尔史托斯</span></span></p></td><td valign="top" width="85"><p><span><span><span>28.6%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.52</span></span></span></p></td></tr><tr><td valign="top" width="83"><p><span><span>宾得</span></span></p></td><td valign="top" width="85"><p><span><span><span>13.9%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.34</span></span></span></p></td><td valign="top" width="89"><p><span><span>奥林巴斯</span></span></p></td><td valign="top" width="85"><p><span><span><span>23.4%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.51</span></span></span></p></td></tr><tr><td valign="top" width="83"><p><span><span>富士能</span></span></p></td><td valign="top" width="85"><p><span><span><span>12.1%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.27</span></span></span></p></td><td valign="top" width="89"><p><span><span>史赛克</span></span></p></td><td valign="top" width="85"><p><span><span><span>19.8%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.50</span></span></span></p></td></tr></tbody></table><p>在软式内窥镜类，奥林巴斯独占鳌头其市场占有率达到惊人的72.1%，同时用户满意度也位居该类第一；而在硬式内窥镜类，前三强企业的满意度也几乎一样，而在市场占有率方面三家企业也较均衡，呈现出三强鼎立局面。</p><p><br  /></p><p><span>5.呼吸麻醉类：德尔格市场占有率较高，剩余企业呈群狼纷起状</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="253" colspan="3"><p><span><span>呼吸类</span></span></p></td><td valign="top" width="259" colspan="3"><p><span><span>麻醉类</span></span></p></td></tr><tr><td valign="top" width="87"><br  /></td><td valign="top" width="85"><p><span><span>占有率</span></span></p></td><td valign="top" width="81"><p><span><span>满意度</span></span></p></td><td valign="top" width="89"><br  /></td><td valign="top" width="85"><p><span><span>占有率</span></span></p></td><td valign="top" width="85"><p><span><span>满意度</span></span></p></td></tr><tr><td valign="top" width="87"><p><span><span>迈柯唯</span></span></p></td><td valign="top" width="85"><p><span><span><span>14.3%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.82</span></span></span></p></td><td valign="top" width="89"><p><span><span>通用电气</span></span></p></td><td valign="top" width="85"><p><span><span><span>29.1%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.76</span></span></span></p></td></tr><tr><td valign="top" width="87"><p><span><span>柯惠医疗</span></span></p></td><td valign="top" width="85"><p><span><span><span>10.7%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.80</span></span></span></p></td><td valign="top" width="89"><p><span><span>德尔格</span></span></p></td><td valign="top" width="85"><p><span><span><span>40.9%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.71</span></span></span></p></td></tr><tr><td valign="top" width="87"><p><span><span>德尔格</span></span></p></td><td valign="top" width="85"><p><span><span><span>27.2%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.72</span></span></span></p></td><td valign="top" width="89"><br  /></td><td valign="top" width="85"><br  /></td><td valign="top" width="85"><br  /></td></tr><tr><td valign="top" width="87"><p><span><span>飞利浦伟康</span></span></p></td><td valign="top" width="85"><p><span><span><span>14.3%</span></span></span></p></td><td valign="top" width="81"><p><span><span><span>3.70</span></span></span></p></td><td valign="top" width="89"><br  /></td><td valign="top" width="85"><br  /></td><td valign="top" width="85"><br  /></td></tr></tbody></table><p>可以看出，德尔格在呼吸/麻醉类的市场占有率较高，但除此之外，在该领域的其他各家企业的市场占有率相差不大，呈群狼纷起状。在呼吸类中，迈柯唯的满意度最高，而在麻醉类满意度最高的是通用电气。</p><p><br  /></p><p><span>6.大型设备影像类：“GPS”依然三家独大</span></p><table cellspacing="0" cellpadding="0" width="670"><tbody><tr><td valign="top" width="83"><br  /></td><td valign="top" width="50"><br  /></td><td valign="top" width="95"><p><span><span>通用电气</span></span></p></td><td valign="top" width="85"><p><span><span>飞利浦</span></span></p></td><td valign="top" width="94"><p><span><span>西门子</span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span><span>CT</span></span><span>类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>31.5%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>22.1%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>29.7%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.72</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.70</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.64</span></span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span>磁共振</span></span></p><p><span><span><span>MRI</span></span><span>类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>33.8%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>17.7%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>34.2%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.68</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.69</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.66</span></span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span>超声</span></span></p><p><span><span>影像类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>29.8%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>27.4%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>12.2%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.62</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.71</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.53</span></span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span>核医学类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>39.4%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>15.3%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>33.2%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.57</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.59</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.67</span></span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span><span>DR</span></span><span>类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>15.3%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>19.6%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>18.6%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.63</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.63</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.57</span></span></span></p></td></tr><tr><td rowspan="2" width="83"><p><span><span>血管造影机</span><span><span>DSA</span></span><span>类</span></span></p></td><td valign="top" width="50"><p><span><span>占有率</span></span></p></td><td valign="top" width="95"><p><span><span><span>27.7%</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>33.2%</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>30.2%</span></span></span></p></td></tr><tr><td valign="top" width="50"><p><span><span>满意度</span></span></p></td><td valign="top" width="95"><p><span><span><span>3.63</span></span></span></p></td><td valign="top" width="85"><p><span><span><span>3.67</span></span></span></p></td><td valign="top" width="94"><p><span><span><span>3.79</span></span></span></p></td></tr></tbody></table><p>大型影像设备类，传统三巨头“GPS”（通用电气、飞利浦、西门子的简称）在满意度方面相差不大，在市场占有率方面各有优劣，互有胜场，但就总体而言，三家巨头依然牢牢占据前三。</p><p><br  /></p><p>总体可以看出，企业品牌的市场占有率和其售后服务有着直接密切的关联，良好的售后服务水平是决定其口碑及市场占有率的重要因素。在总体以进口品牌为主的情况下，民族企业也不乏闪光点，迈瑞、老肯、东软等都在不同领域有着比较漂亮的市场占比数据和满意度。</p><p><br  /></p><p>由此可看出，民族企业的发展还是任重而道远，在售后服务方面需要努力提升水平，向世界一流品牌看齐，增强竞争力，才能占市场占比上有突破。欣慰的是，我们可以看到民族企业在这方面已经在努力提高。</p><p><br  /></p><p><span>设备年故障次数和推荐，新指标下的新局势</span></p><p>以上公布的数据直观的反映出了，去年度各类产品线的主流品牌和用户的满意度。此外，这次报告增加了“设备年故障次数和推荐”两项附加指标，使得报告数据对于采购更具参考性。以CT类、磁共振MRI类和超声影像类为例：</p><p><span><p><img src="image/20201014/42632b0942a1a665ad003a4d7fb3ea0e_2.jpg" /></p></span></p><p>CT类，除了传统三巨头GPS之外，推荐的有：东芝、日立、东软。其中东软的市场占有率仅有1.5%，但其推荐率却达到了惊人的52.17%，其推荐度远高于市场占比稍高的东芝和日立。</p><p><span><p><img src="image/20201014/02e5503626c9a1e9f35b25b7528cf060_3.jpg" /></p></span></p><p>磁共振MRI类，依旧是三巨头占据主流市场，推荐的品牌有：日立、东芝、岛津和万东。<span>其中万东以仅占1.4%的市场占有率却得到了50%的推荐率，远高于东芝和岛津，仅次于日立</span>。</p><p><span><p><img src="image/20201014/1e8fa2438c9bd100225e3a802cce5887_4.jpg" /></p></span></p><p>超声影像类，除去主流的GPS企业外，推荐的有：迈瑞、东芝、三星麦迪逊等。其中迈瑞以8.6%的市场占有率，位列二线品牌，但其推荐指数却高达53.57%。</p><p><br  /></p><p>综合分析：在CT、磁共振MRI和超声影像这三类产品线中，虽然GPS依然稳据市场前三，但从推荐指数上来看，国产的迈瑞、万东、东软却表现强劲，显示出国产医械产品的积极进取。（原标题：数据说话：2014年医械售后服务调查显示民族企业崛起）</p><p>（数据来源：中国医疗设备行业研究中心、健康报，医械创新网汇编）</p><p><br  /></p><p>感谢读完</p><br  /><p><p><img src="image/20201014/7e7e722d88a93a487b5a85d07dac2d70_5.jpg" 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