ARUP Clients Rate Customer Service High for the Third Consecutive Year in 2025 Satisfaction Survey

ARUP Laboratories continues to earn strong loyalty and trust from its clients, according to results from the company's 2025 Client Satisfaction Survey. Clients cited customer service, quality, and expertise as key reasons for choosing ARUP as their reference laboratory, with customer service ranked as the most complimented attribute for the third year in a row.

From over 900 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 shared feedback such as, "An upper-level reference lab. A Rolls-Royce compared to others' Volkswagen Beetle," and "We appreciate your medical directors' expertise and their willingness to help."

Survey respondents gave ARUP a net promoter score (NPS) of 72.1%, an increase of more than two points from the previous year. 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, placing ARUP's performance into the "excellent" range. Over the past three years, ARUP's NPS score has steadily increased, reflecting sustained improvement and strong client relationships.

"Part of ARUP's mission is continuous improvement," said Andy Theurer, CEO of ARUP Laboratories. "We take our clients' feedback seriously and act on it so we can deliver excellent service, and clients can provide the best possible care to their patients."

ARUP's annual client satisfaction survey provides valuable insight into services offered, the breadth of our test menu, pricing, and interface support. More than 900 respondents, including lab managers, lab employees, sendout technicians, medical directors, and other professionals participated in the survey.

The College of American Pathologists (CAP) requires accredited laboratories, like ARUP, to conduct the survey every other year. ARUP administers the survey annually to ensure client feedback consistently informs strategic priorities, operational improvements, and long-term goals.

Bonnie Stray, [email protected]