One of the best advertisements for a product or service is a positive review from another customer. Reviews and ratings are so compelling and commonplace, they help guide our choices in car repair, travel destinations, and sushi restaurants. We think customer feedback is also incredibly useful when trying to find the right scientific service provider. For this reason, we began collecting Net Promoter Scores (NPS) from our clients and sharing them on supplier storefronts.
What is a Net Promoter Score? In 2003 Bain & Company launched a new way to gauge customer loyalty and satisfaction by creating a feedback survey with a single question: “What is the likelihood that you would recommend Company X to a friend or colleague?” Respondents answer this question on a scale of 0-10, with 10 being extremely likely and 0 being not at all likely. Based on their response, customers who provide feedback are placed into one of three categories:
- Promoters (9 or 10) are very satisfied clients who would urge others to buy from/work with the business
- Passives (7 or 8) are satisfied, but unenthusiastic about their experience
- Detractors (0-6) are unsatisfied customers who would share negative experiences about the company
The total Net Promoter Score is calculated by subtracting the number of detractors from promoters. Identifying three key groups within a customer base allows for more targeted interaction with clients. If someone marks a 6 or below, the company can follow up with that person and try to correct what went wrong.
We took that idea and applied it to our feedback surveys for service providers. Our rating system now includes detailed reviews contributed by other customers, as well as NPS information on each storefront. We understand outsourcing decisions aren’t only based on price, but finding a service provider you can trust to conduct experiments vital to the success of your research. In order to learn about our customers’ experience with a lab we ask the following questions:
- What is the likelihood that you would recommend (service provider) to a friend or colleague (0-10)
- How satisfied are you with the timeliness of the deliverables (0-10)
- How satisfied are you with the quality of the deliverables (0-10)
Integrating information like this on our platform is just one of the many ways Science Exchange provides industry insights that allow you to reduce risk when contracting with external service providers. To read reviews and find the NPS information for a service provider, click on the Ratings tab on any storefront, as seen here.
Science Exchange empowers researchers to work with confidence and make informed outsourcing decisions across all industries. Search our Marketplace to choose from thousands of screened labs and feel free to add a review of your experience. The unique feedback and NPS data you provide can help other teams find the right service provider for them.
Find the right service provider for you and start your project today.
For many people who use Science Exchange, a visit to the homepage is the first step in accomplishing their research objective. For requesters, service providers, or anyone using our network, the web experience is a crucial part of each project. With that in mind, we are excited to announce that we have refreshed the site, including an entirely new homepage. We have kept the same handy tools you will need to start and manage your research project, but improved the look and feel of some key pages. Search our marketplace for thousands of Science Exchange Verified Providers and request a quote in minutes. If your project is more specialized, you can partner with one of our staff scientists to find a perfect fit for your research needs with our concierge service. Every project is covered by the Science Exchange Guarantee, ensuring that your research can begin quickly, safely, and with complete IP protection. Science Exchange is an ideal partner for researchers who want to focus on science instead of sourcing, and progress instead of payment terms. We work with the world’s best suppliers to make scientific discovery faster, easier, and more reproducible. Providing scientists with a single relationship which manages compliance, contracts, and payments allows them to focus on the research goal at hand while collaborating with our cutting-edge providers. We think breakthrough discoveries should happen at the rate of science, not protracted negotiation. Take a look at our ever-growing network to explore how we can help with your next project.
At Science Exchange, we want to make it easier to find the best service providers to help you with your project. Our product development team has built features such as a search box that displays results as you type, and search results that are filterable to help you quickly find what you are seeking. These features are powered by a core search algorithm that references important service provider-specific information to rank the search results.
Once you enter a search, the algorithm determines the relevancy of search results based on the keyword you entered. The algorithm then looks at the service provider storefronts that pass through this filter and ranks them based on a service provider score. This score is calculated by looking at the following features:
Because we want requesters to hear back as soon as possible, service providers that respond to requests for quotes in a timely fashion have higher scores. We value providers who have consistently responded to their requests quickly. Plus, it is the polite thing to do. You are never penalized for declining requests. Declining a request is considered responsive behavior.
The service provider that regularly and consistently completes orders has a higher score and will rank higher in the search results. Requesters are more comfortable working with proven providers. If you are a provider, learn more about sending your own quotes to help boost your productivity quotient.
At Science Exchange, we offer people the chance to review service providers, and those that have many good reviews are ranked higher in the search results. However, we also take into account how long a service provider has been on Science Exchange. If you request a service from a lab, please write a review after the project is finished. If you are a service provider, please solicit recommendations from the requesters with which you work. You can also ask previous collaborators for endorsement; learn more.
New Lab Boost
We value our long-time Science Exchange service providers, but we also want to introduce new providers to the community effectively. Therefore, new providers receive a rankings boost during the first month after they join Science Exchange. If you are a service provider, take advantage of this boost by responding quickly to any requests and ideally completing projects so that when the boost goes away at the end of the first month, you will still appear high in the search results.
We will continue to optimize the search experience on Science Exchange. Check this blog regularly to stay informed of any changes.
This blog post is a guest post from Edword Simpson, technical engineer at Science Exchange lab, RS Calibration.
Ensuring that everything in your laboratory is ready for any upcoming audit is a nail-biting task. The annual FDA audit for compliance with regulatory guidelines, like the current goods manufacturing process (cGMP) is especially tedious. Manufacturing processes and equipment for pharmaceuticals are regulated very carefully by the FDA and require strict adherence to industry standards.
Here are five things that aren’t always given the attention they require and could easily result in regulatory action for failing to comply with cGMP: Read the rest of this entry »
Here at Science Exchange, we aim to enable efficient scientific collaboration. One of the biggest hurdles researchers face on our site is deciding where to send their requests. Conversely, it can be frustrating for lab admins to receive requests outside their capabilities. With that in mind, we are working on improving our search experience. This update will be available at the end of next month.
In preparation for our improved search experience, we’ve launched a tagging feature for labs. Labs can apply tags, such as equipment names, to their services, which will allow researchers to narrow their search to only labs that have the machine they need. Also, labs that have signed agreements with Science Exchange, like our Non-Disclosure Agreement, will receive storefront tags, allowing researchers who require that level of protection to quickly identify appropriate labs.
If you’re a lab admin on Science Exchange, we encourage you to begin tagging your services and storefront now! This will ensure that researchers will be able to find your lab more easily with our new search experience.
Read the rest of this entry »
Today, we’re excited to introduce a new, centralized order management experience on Science Exchange, focused on improving collaboration and messaging.
We take feedback from our researchers and labs very seriously and have designed the new order management experience with your input in mind. The new design, which went live earlier today, moves messaging front and center and introduces a timeline of all events.
A collaborative workspace
The new workspace allows researchers and lab members to intuitively collaborate on orders. Any member of the lab can see all messages on an order, enabling multiple members of the same lab to coordinate easily and efficiently under this team view. Everyone who has access to this order is shown on the righthand side.
Communication is key
Since open communication between researcher and lab is of utmost importance, the new order page focuses heavily on messaging. Messages and files can be sent during any stage of an order, from the top of any page. Users can start sending messages as soon as a request is posted, and continue sending them even after an order is complete. As always, there is no limit on the size or quantity of uploaded files. All messages and files appear in the main Timeline tab, along with all other events.
Keep track of your order
It can be difficult to keep track of research projects, so we’ve made it easy for you. The main timeline shows everything that has happened in reverse chronological order. You can always reference the order status indicator in the upper right hand corner. All available actions, like shipping samples or accepting a quote, are shown below the indicator for easy access.
Easy access to the latest details
Because research projects are updated regularly, we’ve added the Order Details tab. Here, you can always see the latest version of the order, no matter what state it is in. You can also download quote summaries and billing documents from the Files tab.
We think you will find that the rest of your overall workflow is largely the same, just more beautiful and intuitive. As of this morning, all orders will reflect the changes. If you have any questions, please don’t hesitate to reach out to us at email@example.com or share feedback.
About the author
Becca joined as Science Exchange’s first Product Manager, excited to help bring efficiency to scientific research. She previously launched SurveyMonkey Enterprise and WePay Canada. She has a degree from Stanford in Mathematical & Computational Science and enjoys cooking and home improvement in her spare time.
Just a few weeks ago, we introduced you to our new quotes with line items. There has already been another exciting development for the site and we want to share that with you as well!
Lab-Initiated Quotes, or LIQs (“licks”) as we affectionately call them, are a way for any lab to begin their interaction with a researcher by sending a quote directly to them, whether they are already on Science Exchange or not. Some terrific applications for LIQs are in cases when you’ve been discussing the scope of work with a researcher over email or the phone and want to send them a quick quote so they can accept and get the ball rolling on the project as soon as possible. Read the rest of this entry »
This has been an incredible year for Science Exchange. Our team has grown and our site is continually improving based on feedback we receive every day from researchers and lab admins alike.
Our newest feature was one of the most commonly requested from the lab admins on our site. It began as a discussion with the Lab Advisory Board – the LAB for short.
Previously, lab admins were able to submit text in a large description box, upload any pertinent files (like their institution quotes that included line items), and a price for the project. So in order to make the quoting process more flexible and intuitive, we’ve built line items into our existing quote system.
Labs are now able to generate their own line items within Science Exchange!
Read the rest of this entry »
We are proud to announce that we have just launched our largest product update ever – our newly designed Laboratory Storefront platform which consolidates lab management tools in order to optimize project management and internal workflow for Science Exchange laboratories.
Our vision for Science Exchange has always been to improve the efficiency of scientific research through tools that promote collaboration. We’ve spent the past three years towards this goal, building a marketplace for researchers to search and order over 2000 experiments, and helping labs to promote and manage these services online. The Laboratory Storefront is a critical step towards streamlining and improving our laboratories’ internal processes.
Read the rest of this entry »
I’ve written recently about our impending redesign, and how Science Exchange is streamlining your lab’s workflow to make your experience more efficient. Now let’s talk about the impulse to be a part of Science Exchange in the first place.
We are growing every single day. In fact, each month continues to be our “best month ever” for orders and revenue through the site. We are actively recruiting the best labs in the country to be on our platform. The best part, however, is that we also get an increased amount of labs applying of their own accord on a daily basis.
The directors and sales teams realize that there has been a tipping point, and they’re actively losing out on revenue for their lab by not being on Science Exchange.
The feedback we consistently receive from labs on the site includes:
- Our billing process is incredibly swift.
- Their reach has increased; they are working with researchers they wouldn’t otherwise had the opportunity to work with.
- They are guaranteed payment within 30 days of order completion because Science Exchange pay labs directly.
Long story short: your expertise is valued and valuable on Science Exchange. Listing as a lab on Science Exchange enables you to reap the rewards from the thousands of researchers on the site looking for expert labs to perform their research.
If you’re already listed or plan to, make sure to pay it forward to colleagues that could no doubt benefit from the Science Exchange network.