Connect Sign In
More than 90% of 800 respondents to ARUP’s annual client satisfaction survey had a favorable impression of ARUP.
ARUP Laboratories’ annual client satisfaction survey has revealed the company’s customer service continues to shine. It was the most complimented attribute for the second year in a row and demonstrates ARUP’s commitment to its core values. From over 800 respondents, more than 90% had a favorable impression of ARUP; 80% of respondents gave a “very favorable” score and 11% gave a “somewhat favorable” score.
Clients rated customer service as the most important attribute in deciding which reference lab to work with. One respondent wrote, “I have had the pleasure of working with your company for 20 years. Every time I have had to reach out to your Customer Service, they have been extremely polite and educated. If they don’t know, they go the extra mile to find the answer. They are extraordinary.”
Kaarin Nisbet, BS, MLS(ASCP), operations director for Support Services, praised her team and said, “We provide the Customer Service team with a very robust and customized customer relationship manager and teach agents how to use the tool to find the source of truth today because information changes quickly in the laboratory environment.” Nisbet added that customer service is embedded in ARUP culture and said, “We take care of every specimen as if it were our own family member.”
ARUP’s Customer Service agents are empowered to stay on the phone or chat for as long as necessary and can escalate client questions or issues all the way up the organizational chart to care for patients. Nisbet said that whenever an agent receives a compliment, they are encouraged to share it with the entire group so everyone can celebrate.
“ARUP is proud of our exceptional customer service and the culture we’ve created," said CEO Andy Theurer. “These results show that our clients value us, and that we are remaining true to our mission to provide excellent patient care by supporting clients, solving their problems, and improving continuously.”
Respondents, who took this survey in 2024, gave ARUP a net promoter score (NPS) of 69.9%, an improvement of nearly three points from respondents in 2023. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, respondents who would recommend ARUP to colleagues. A score above 50 indicates high customer satisfaction, making ARUP's performance impressive.
ARUP’s annual client satisfaction survey provides valuable feedback on services offered, the test menu, pricing, and interface support. More than 800 respondents, including lab managers, lab employees, sendout technicians, medical directors, and other professionals, responded to the 2024 survey.
The College of American Pathologists (CAP) requires the survey be sent every other year as part of the CAP accreditation process. ARUP sends the survey annually to ensure that client feedback can continuously inform ARUP’s goals.
ARUP’s core values are distilled into the Five Pillars of ARUP Culture. Read more here.
Bonnie Stray, bonnie.stray@aruplab.com
