IDEXX Laboratories NPS & Customer Reviews

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IDEXX Laboratories

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IDEXX Laboratories

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About IDEXX Laboratories' Brand

More than 10,000 innovators with one global focus: enhance the health and well-being of pets, people, and livestock. Among its major competitors, IDEXX Laboratories is ranked in 4th place for NPS while Vets First Choice is 1st, and Zoetis is 2nd.Their current market cap is $38.86B

Brand at a Glance

77%

Customer Loyalty

3.9/5

Product Quality

3.5/5

Pricing

3.8/5

Customer Service

IDEXX Laboratories CMO

Pat Venters

Ms. Pat Venters has been the Chief Marketing Officer and Vice President of IDEXX Laboratories, Inc. since November 14, 2016. Ms. Venters joined IDEXX with 25 years of healthcare marketing experience, most recently serving as Chief Marketing Officer for GE Healthcare's ultrasound line of business, where she led strategic business initiatives to drive customer engagement and growth of a multibillion-dollar business. Prior to GE, she held various marketing leadership positions at Philips Healthcare, including Vice President of Professional Services and Solutions and Vice President of Global Oncology and Women's Health, where she developed transformational marketing solutions that decreased costs and improved access and quality of care. She served as General Manager of Philips Oncology Care Cycle. Ms. Venters is leading Philips Healthcare in the end-to-end development of Cancer Centers globally. She served as a Member of Advisory Board at eHealth Global Technologies, Inc.

IDEXX Laboratories Ranking

^#3 / 4 of its competitors

IDEXX Laboratories NPS

IDEXX Laboratories's Net Promoter Score (NPS) is a 10 with 47% Promoters, 16% Passives, and 37% Detractors. Net Promoter Score tracks whether IDEXX Laboratories's customers would recommend using the product based on a scale of -100 to 100.

IDEXX Laboratories Overall NPS

NPS

47%	Promoters
16%	Passives
37%	Detractors

IDEXX Laboratories NPS Trend

-100

-50

100

Summary	Date	Score
Mar 2024 8	Mar 2024	8
Apr 2024 10	Apr 2024	10
Jun 2024 8	Jun 2024	8
Sep 2024 8	Sep 2024	8
Oct 2024 6	Oct 2024	6
Nov 2024 7	Nov 2024	7
Feb 2025 7	Feb 2025	7
May 2025 7	May 2025	7
Jul 2025 7	Jul 2025	7
Dec 2025 8	Dec 2025	8
Jan 2026 8	Jan 2026	8
Feb 2026 10	Feb 2026	10

How Other Brands Compare

IDEXX Laboratories is ranked third for NPS among its competitors. Zoetis and DENTSPLY SIRONA come in first and second, with Labcorp coming in at #4. Among those competitors, it is the second most valued company behind Zoetis.

	IDEXX Laboratories	DENTSPLY SIRONA	Zoetis	Labcorp
Global Ranking	#-	#818	#888	#-
NPS	10	21	42	-17
Social Sentiment Calculated by analyzing social media and other online mentions	-	-	-	Neutral
Valuation Updated every 24 hours for public companies	$38.86B	$8.16B	$76.03B	$24.89B

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

IDEXX Laboratories NPS by Gender

Female customers rated IDEXX Laboratories's NPS 2 points higher than Male customers.

Male

IDEXX Laboratories's NPS was rated 9 by Male customers on Comparably.

42%

Promoters

25%

Passives

33%

Detractors

Female

IDEXX Laboratories's NPS was rated 11 by Female customers on Comparably.

49%

Promoters

13%

Passives

38%

Detractors

IDEXX Laboratories NPS by Ethnicity

IDEXX Laboratories's NPS was rated 10 points by Caucasian customers on Comparably.

-100

-50

100

Summary	Ethnicity	Score
Caucasian 10	Caucasian	10

IDEXX Laboratories NPS by Age

IDEXX Laboratories's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.

100

Summary

Age

Promoters

Passives

Detractors

18-25

67%

33%

26-30

57%

29%

14%

31-35

62%

38%

36-40

33%

34%

33%

41-45

33%

67%

IDEXX Laboratories NPS by Usage

IDEXX Laboratories's NPS was rated the highest by customers who have used IDEXX Laboratories's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 23	Less than 1 Year	23
1 to 2 Years 14	1 to 2 Years	14
2 to 5 Years 55	2 to 5 Years	55
5 to 10 Years 17	5 to 10 Years	17

IDEXX Laboratories NPS vs. Competitors

Compared to its competitors, IDEXX Laboratories's NPS is rated right above Coloplast, and is preceded by DENTSPLY SIRONA.

COMPANY		NPS Score
	Vets First Choice	100
	Zoetis	42
	DENTSPLY SIRONA	21
	IDEXX Laboratories	10
	Coloplast	2
	Covetrus	-11
	Labcorp	-17
	CVS Group	-100

IDEXX Laboratories Customer Reviews

Out of the 7 IDEXX Laboratories customer reviews 6 were positive and 1 was constructive. IDEXX Laboratories customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

All Reviews

Positive Reviews

Constructive Reviews

IDEXX Laboratories Customer Loyalty

77%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

77% of IDEXX Laboratories users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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77%

23%

IDEXX Laboratories Customer Loyalty Score by Gender

Male customers rated IDEXX Laboratories's Customer Loyalty score 7% higher than Female customers.

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Male

85%

Yes

Female

78%

Yes

IDEXX Laboratories Customer Loyalty Score by Ethnicity

IDEXX Laboratories's Customer Loyalty score was rated 78% by Caucasian customers on Comparably.

% who answered "Yes"

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out of 100

Caucasian

IDEXX Laboratories Customer Loyalty Score by Age

IDEXX Laboratories's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 70%	18-25	70%
26-30 87%	26-30	87%
31-35 78%	31-35	78%
36-40 100%	36-40	100%
41-45 70%	41-45	70%

IDEXX Laboratories Customer Loyalty Score by Usage

IDEXX Laboratories's Customer Loyalty score was rated the highest by customers who have used IDEXX Laboratories's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	61%
1 to 2 Years	100%
2 to 5 Years	78%
5 to 10 Years	85%

IDEXX Laboratories Customer Loyalty Score by Industry

IDEXX Laboratories's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.

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Tech	91%
Healthcare, Hospitals and Medicine	78%

IDEXX Laboratories Customer Loyalty vs. Competitors

Compared to its competitors, IDEXX Laboratories's Customer Loyalty score is rated right above Coloplast, and is preceded by DENTSPLY SIRONA.

COMPANY		Customer Loyalty Score
	Vets First Choice	100%
	Zoetis	86%
	DENTSPLY SIRONA	77%
	IDEXX Laboratories	77%
	Coloplast	71%
	Labcorp	67%
	Covetrus	57%
	CVS Group	N/A

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IDEXX Laboratories Product Quality

3.9/5

IDEXX Laboratories has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.

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IDEXX Laboratories Product Information

IDEXX Laboratories serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, Germany, Brazil, and Mexico. IDEXX Laboratories supports Web devices and offers products for small and large sized businesses.

IDEXX Laboratories’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated IDEXX Laboratories's product the highest. Reviewers from the Tech industry rated IDEXX Laboratories the lowest at 4.1.

Website: http://www.idexx.com

Company Size: 5,001-10,000 Employees

Industry

Biotech and Pharmaceuticals

Languages Supported

English

Product Type

Electronic Medical Records Software

Medical Scheduling Software

Veterinary Software

Quick Insights into IDEXX Laboratories Product Quality

IDEXX Laboratories's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers ages 41-45.

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Ranked IDEXX Laboratories Product Quality the Highest

18-25	4.6
2 to 5 Years	4.3
Healthcare, Hospitals and Medicine	4.2

Ranked IDEXX Laboratories Product Quality the Lowest

Female	3.6
Less than 1 Year	3.5
41-45	2

IDEXX Laboratories Product Quality Score by Gender

Male customers rated IDEXX Laboratories's Product Quality score 0.6 stars higher than Female customers.

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Male

4.2/5

Female

3.6/5

IDEXX Laboratories Product Quality Score by Ethnicity

IDEXX Laboratories's Product Quality score was rated 3.8 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 3.8	Caucasian	3.8

IDEXX Laboratories Product Quality Score by Age

IDEXX Laboratories's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.

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Summary	Age	Score
18-25 4.6	18-25	4.6
26-30 4.2	26-30	4.2
31-35 4.4	31-35	4.4
36-40 4.3	36-40	4.3
41-45 2	41-45	2

IDEXX Laboratories Product Quality Score by Usage

IDEXX Laboratories's Product Quality score was rated the highest by customers who have used IDEXX Laboratories's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.5
1 to 2 Years	3.6
2 to 5 Years	4.3
5 to 10 Years	4

IDEXX Laboratories Product Quality Score by Industry

IDEXX Laboratories's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.

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Tech	4.1
Healthcare, Hospitals and Medicine	4.2

IDEXX Laboratories Product Quality vs. Competitors

Compared to its competitors, IDEXX Laboratories's Product Quality score is rated right above DENTSPLY SIRONA, and is preceded by Zoetis.

COMPANY		Product Quality Score
	Vets First Choice	5/5
	Zoetis	4.2/5
	IDEXX Laboratories	3.9/5
	DENTSPLY SIRONA	3.6/5
	Covetrus	3.5/5
	Coloplast	3/5
	Labcorp	2.9/5
	CVS Group	N/A

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IDEXX Laboratories Pricing

IDEXX Laboratories ROI & Value For Money

3.5/5

IDEXX Laboratories has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.

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IDEXX Laboratories Pricing Plans

IDEXX Laboratories has a pricing structure that accommodates small and large businesses. Starting from $199/month, IDEXX Laboratories uses a subscription model and offers the following: Multi Doctor (2-10 Doctors, single location) - $249 per month, Multi Location (2-10 Doctors, multiple locations) - $219 per month per location, and Enterprise (11+ Doctors, single and multi locations) - Contact IDEXX.

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from IDEXX Laboratories.

Who Uses IDEXX Laboratories?

Small Businesses

Large Enterprises

Quick Insights into IDEXX Laboratories ROI

IDEXX Laboratories's ROI score was rated highest by customers ages 18-25, and rated lowest by customers ages 41-45.

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Ranked IDEXX Laboratories ROI the Highest

18-25	4.5
Tech	4.1
2 to 5 Years	4

Ranked IDEXX Laboratories ROI the Lowest

Female	3.4
5 to 10 Years	3.1
41-45	1.8

IDEXX Laboratories ROI Score by Gender

Male customers rated IDEXX Laboratories's ROI score 0.1 stars higher than Female customers.

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Male

3.5/5

Female

3.4/5

IDEXX Laboratories ROI Score by Ethnicity

IDEXX Laboratories's ROI score was rated 3.3 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 3.3	Caucasian	3.3

IDEXX Laboratories ROI Score by Age

IDEXX Laboratories's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.

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Summary	Age	Score
18-25 4.5	18-25	4.5
26-30 4	26-30	4
31-35 4	31-35	4
36-40 3.3	36-40	3.3
41-45 1.8	41-45	1.8

IDEXX Laboratories ROI Score by Usage

IDEXX Laboratories's ROI score was rated the highest by customers who have used IDEXX Laboratories's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	3.3
1 to 2 Years	3.5
2 to 5 Years	4
5 to 10 Years	3.1

IDEXX Laboratories ROI Score by Industry

IDEXX Laboratories's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.

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Tech	4.1
Healthcare, Hospitals and Medicine	3.5

IDEXX Laboratories Pricing vs. Competitors

Compared to its competitors, IDEXX Laboratories's ROI score is rated right above Covetrus, and is preceded by DENTSPLY SIRONA.

COMPANY		Pricing Score
	Vets First Choice	5/5
	Zoetis	4/5
	DENTSPLY SIRONA	3.6/5
	IDEXX Laboratories	3.5/5
	Covetrus	3.4/5
	Coloplast	3.2/5
	Labcorp	2.8/5
	CVS Group	N/A

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IDEXX Laboratories Customer Satisfaction (CSAT)

IDEXX Laboratories Customer Satisfaction (CSAT) Score

68 / 100

IDEXX Laboratories has an overall Customer Satisfaction score of 68 rated by its users and customers.

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Very Satisfied	40%
Satisfied	28%
Neither Satisfied nor Dissatisfied	10%
Dissatisfied	4%
Very Dissatisfied	18%

Very Satisfied

40%

Satisfied

28%

Neither Satisfied nor Dissatisfied

10%

Dissatisfied

Very Dissatisfied

18%

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

Quick Insights into IDEXX Laboratories Customer Satisfaction

IDEXX Laboratories's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.

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Ranked IDEXX Laboratories Customer Satisfaction the Highest

26-30	100%
Less than 1 Year	100%
Tech	100%

Ranked IDEXX Laboratories Customer Satisfaction the Lowest

41-45	67%
5 to 10 Years	67%
Healthcare, Hospitals and Medicine	63%

IDEXX Laboratories Customer Satisfaction Score by Gender

Female customers rated IDEXX Laboratories's Customer Satisfaction score 3 points higher than Male customers.

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82 / 100

Male

	Very Satisfied	46%
	Satisfied	36%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	9%
	Very Dissatisfied	9%

85 / 100

Female

	Very Satisfied	54%
	Satisfied	31%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	0%
	Very Dissatisfied	15%

IDEXX Laboratories Customer Satisfaction Score by Ethnicity

Caucasian
78%

CSAT according to Caucasian

IDEXX Laboratories' Customer Satisfaction (CSAT) score was rated 78% according to Caucasian users and customers.

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78 / 100

Very Satisfied	56%
Satisfied	22%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	5%
Very Dissatisfied	17%

Very Satisfied

56%

Satisfied

22%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

17%

IDEXX Laboratories Customer Satisfaction Score by Age

IDEXX Laboratories's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.

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100

Breakdown

Age

Score

26-30

100%

31-35

80%

36-40

100%

41-45

67%

IDEXX Laboratories Customer Satisfaction Score by Usage

IDEXX Laboratories's Customer Satisfaction score was rated the highest by customers who have used IDEXX Laboratories's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	100
1 to 2 Years	80
2 to 5 Years	88
5 to 10 Years	67

IDEXX Laboratories Customer Satisfaction Score by Industry

IDEXX Laboratories's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.

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Tech	100
Healthcare, Hospitals and Medicine	63

IDEXX Laboratories Customer Satisfaction vs. Competitors

Compared to its competitors, IDEXX Laboratories's Customer Satisfaction score is rated right above Coloplast, and is preceded by Zoetis.

COMPANY		Customer Satisfaction (CSAT) Score
	Zoetis	83%
	IDEXX Laboratories	68%
	Coloplast	67%
	DENTSPLY SIRONA	64%
	Labcorp	44%
	Covetrus	39%
	Vets First Choice	0%
	CVS Group	0%

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IDEXX Laboratories Customer Service

3.8/5

IDEXX Laboratories has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.

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About IDEXX Laboratories's Customer Service

Address

One IDEXX Drive, Westbrook, ME 04092

Website

http://www.idexx.com

Phone Number

2075564630

IDEXX Laboratories's Social Links

Quick Insights into IDEXX Laboratories Customer Service

IDEXX Laboratories's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers ages 41-45.

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Ranked IDEXX Laboratories Customer Service the Highest

18-25	4.6
2 to 5 Years	4.2
Tech	4.2

Ranked IDEXX Laboratories Customer Service the Lowest

Female	3.5
Less than 1 Year	3.4
41-45	1.8

IDEXX Laboratories Customer Service Score by Gender

Male customers rated IDEXX Laboratories's Customer Service score 0.4 stars higher than Female customers.

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Male

3.9/5

Female

3.5/5

IDEXX Laboratories Customer Service Score by Ethnicity

IDEXX Laboratories's Customer Service score was rated 3.5 stars by Caucasian customers on Comparably.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 3.5	Caucasian	3.5

IDEXX Laboratories Customer Service Score by Age

IDEXX Laboratories's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.

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100

Summary	Age	Customer Service Score
18-25 4.6	18-25	4.6
26-30 4.1	26-30	4.1
31-35 4.4	31-35	4.4
36-40 4.1	36-40	4.1
41-45 1.8	41-45	1.8

IDEXX Laboratories Customer Service Score by Usage

IDEXX Laboratories's Customer Service score was rated the highest by customers who have used IDEXX Laboratories's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.4
1 to 2 Years	3.6
2 to 5 Years	4.2
5 to 10 Years	3.4

IDEXX Laboratories Customer Service Score by Industry

IDEXX Laboratories's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.

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Tech	4.2
Healthcare, Hospitals and Medicine	3.7

IDEXX Laboratories Customer Service vs. Competitors

Compared to its competitors, IDEXX Laboratories's Customer Service score is rated right above DENTSPLY SIRONA, and is preceded by Zoetis.

COMPANY		Customer Service Score
	Vets First Choice	5/5
	Zoetis	4/5
	IDEXX Laboratories	3.8/5
	DENTSPLY SIRONA	3.6/5
	Covetrus	3.5/5
	Coloplast	3.2/5
	Labcorp	2.8/5
	CVS Group	N/A

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IDEXX Laboratories as an Employer

3.7/5

IDEXX Laboratories has a 3.7/5 stars for its overall company culture rated by their employees

top

40%

CEO of IDEXX Laboratories

Jay Mazelsky

In the Top 40% of Similar Sized Companies on Comparably.

Consumer vs. Employees

IDEXX Laboratories scored a 10 for Net Promoter Score and a 1 for Employee Net Promoter Score. NPS gauges how likely a customer of IDEXX Laboratories would recommend the brand to a friend. ENPS measures how likely IDEXX Laboratories employees would recommend working at IDEXX Laboratories to a friend.

Net Promoter Score

NPS Score

47%	Promoters
16%	Passive
37%	Detractors

Employee Net Promoter Score

eNPS Score

40%	Promoters
21%	Passive
39%	Detractors

Global Ranking Snapshot

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