Company's commitment to excellence validated by industry peers and exceptional Net Promoter Score achievement
Organomation, a leading manufacturer of sample preparation equipment for analytical laboratories, has been recognized as "Highly Commended" in the Best Customer Service category at the prestigious Labmate Awards for Excellence 2025. This recognition underscores the company's unwavering dedication to delivering exceptional customer experiences and support throughout the global laboratory community.
Industry Recognition Validates Customer-Centric Approach
The Labmate Awards for Excellence 2025 attracted 4,995 individual votes from laboratory professionals across six continents, making this recognition a true testament to Organomation's reputation within the scientific community. The awards celebrate innovation, quality, and achievement across the laboratory industry, with Organomation standing out among numerous competitors for its exceptional customer service standards.
"Being highly commended in the Best Customer Service category by our peers in the laboratory community is incredibly meaningful to us," said David Oliva. "This recognition validates our commitment to putting customers at the center of everything we do."
Exceptional Net Promoter Score Demonstrates Customer Loyalty
Organomation's customer service excellence is further evidenced by the company's outstanding performance in customer satisfaction metrics. In 2024, Organomation achieved an impressive Net Promoter Score (NPS) of 66%, earning an "Excellent" rating that places the company well above industry standards.
Understanding the Achievement
The Net Promoter Score measures customer loyalty by asking a simple but powerful question: "How likely is it that you would recommend Organomation to a friend or colleague?" Customers respond on a scale from 0 to 10, with responses categorized as:
- Promoters (9-10): Loyal enthusiasts who continue buying and refer others
- Passives (7-8): Satisfied but unenthusiastic customers
- Detractors (0-6): Unhappy customers who may damage the brand through negative word-of-mouth
Organomation's NPS of 66% indicates that a significant majority of customers are promoters—loyal advocates who actively recommend the company to others. This score is particularly noteworthy as:
- Any score above 50% is considered excellent in most industries
- The achievement falls within the 30-70 range, signifying exceptional performance in meeting and exceeding customer expectations.
- It demonstrates the Organomation has built strong relationships that go beyond mere satisfaction to create true brand advocates.
Commitment to Continuous Improvement
As a small business, Organomation takes pride in providing world-class customer support across diverse applications. Whether helping laboratories transition from renting gas cylinders to generating nitrogen on demand, or providing virtual training for labs installing evaporators for PFAS analysis, the company aims to deliver exceptional service at every touchpoint.
"This achievement didn't happen overnight," noted the company. "It represents years of dedicated effort to understand our customers' needs, refine our products and services, and create meaningful experiences at every touchpoint."
Looking Forward
While celebrating this recognition, Organomation views excellence as a continuous journey rather than a destination. The company is already analyzing customer feedback to identify opportunities for further improvement, with the goal of moving even closer to the "World-class" NPS category (80+) in the coming years.
The Labmate Awards recognition, combined with the exceptional NPS achievement, reinforces Organomation's position as a trusted partner in the laboratory community. For laboratories seeking reliable sample preparation solutions backed by outstanding customer service, Organomation continues to set the standard for excellence in the industry.
About Organomation
Organomation is a leading American manufacturer of sample preparation equipment for analytical laboratories worldwide, founded in 1959 and headquartered in Berlin, Massachusetts. The company has been providing analytical chemistry sample preparation solutions for over 65 years, establishing itself as a trusted name in the laboratory equipment industry. Founded by Dr. Neal McNiven, who invented the first commercially successful nitrogen evaporator, Organomation specializes in high-speed nitrogen evaporators, solvent evaporators, extraction systems, nitrogen generators, and laboratory chillers. The company serves diverse industries including environmental analysis, pharmaceutical research, food safety, and general research applications, with equipment particularly valued for precise sample preparation in chromatography and mass spectrometry analysis.
About the Labmate Awards for Excellence
The Labmate Awards for Excellence 2025 represent the inaugural celebration of outstanding achievements within the global laboratory sector, launched following International Labmate's 50th anniversary celebrations in 2024. Organized by International Labmate Ltd, a British multimedia publisher founded in 1974 by chemist Michael Pattison and based in St. Albans, England, the company operates a comprehensive media portfolio including International Labmate (53,000+ audience), Labmate UK & Ireland (12,000+ audience), Lab Asia, and Chromatography Today. The 2025 awards featured eleven voting categories reflecting the broad range of laboratory sector contributions, from innovation and customer service to sustainability and safety solutions. The competition attracted exceptional participation with hundreds of entries, a final shortlist of 99 products and services, and 4,995 individual votes cast by laboratory professionals from six continents. Winners were announced on June 30, 2025, with the awards ceremony taking place during the Solutions in Science (SinS) conference in Brighton, UK, on July 16, 2025, demonstrating the truly global reach and credibility of these awards as a benchmark for excellence in the laboratory industry.