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.
I recently talked to Matt Owens, Executive Director of Harlem Biospace. For anyone interested in biotech, startups, or the up and coming New York biotech scene, his interview below is a must-read. Check it out!
Q: Why was Harlem Biospace created?
Matt: There was so much incredible research taking place at the institutions in New York City, but there was no support system for developing that research into a company. One important first step to building those companies and commercializing that research is affordable lab space. So we built an affordable lab and working space for early-stage life science companies.
Q: What is the goal of Harlem Biospace?
Matt: The goal is to lower the barrier for commercializing a hypothesis into a technology.
Q: What kind of companies are you looking for? What’s the ideal stage and mission of the companies that apply?
Matt: The stages are very early, 1-4 people. That still covers a wide spectrum of readiness to ship a product, because the ideas are very different. It ranges from molecules for drug discovery to people with research tools that are ready to prototype and find early customers.
Most are just funding these projects themselves or have family investors, while a few have investors.
Q: What are the companies in your first batch working on?
Matt: It’s an incredibly diverse group ranging from allergy testing techniques to drug discovery to devices for preserving mouse neurons. The individuals behind them all have strong research backgrounds and a well-articulated plan for developing a company around their idea. Read the rest of this entry »
When I was in grad school, I was expected to track and know every new piece of research that related to Indian Monsoons. However, no one told me how to do that. I didn’t have the years of experience and I definitely didn’t have the time to sort through the endless new articles coming out on a regular basis. There is now a website called Sparrho that simplifies the overwhelming process of tracking scientific articles.
Sparrho compiles scientific sources to one place and brings the latest and most relevant scientific news (including papers, grants, and patents) to users. Most importantly, Sparrho learns. As you continue to use Sparrho, it will learn your preferences and needs so that you can spend more time reading relevant articles, rather than digging for them. Read the rest of this entry »