IDEXX Laboratories
idexx.com ↗In their words
“Customer retention remains in the high nineties for our global CAG Diagnostics business.”
“Sustained high levels of customer retention in the high 90s across our diagnostic modalities.”
“Exceptional customer retention rates of over 97%, ensuring that practices continue to see IDEXX as an indispensable partner.”
NPS disclosures (4)
…expansions in Australia, Germany and the United Kingdom, while expanding our U.S. field-based resources; + Achieved a Net Promoter Score of 57 from our U.S. veterinary practice customers; + Maintained customer retention in the high 90s within…
The result of these efforts is an excellent customer experience, which helped earn a world-class NPS rating for our diagnostic imaging business, one proof point of the solid overall experience that customers of all types have with IDEXX.
And in turn, our customers reward us with high retention levels and world-class NPS scores for our products and services. This customer-first mindset is fundamental to our strategy and we look forward to bringing it to our work on a daily basis in 2023.
…experience enabling technologies, including Salesforce Service Cloud for the CAG business in North America. ◦ Achieved a world-class Net Promoter Score in the U.S. and industry leading customer satisfaction survey results in the U.S. on several…
Retention disclosures (27)
IDEXX acquires veterinary AI platform CoVet; integration of AI scribe technology can boost net revenue retention through upsell of advanced analytics.
Retention rate (global CAG Diagnostics): 95% (Q4 2025) — “Customer retention remains in the high nineties for our global CAG Diagnostics business.”
Retention rate: 95% (Q1 2025) — “sustained high levels of customer retention in the high 90s across our diagnostic modalities.”
Retention rate (CAG Diagnostics): 97% (FY2024) — “Sustained high (97%+) customer retention rate within our key CAG Diagnostics business”
Retention rate: 97% (Q4 2024) — “exceptional customer retention rates of over 97%, ensuring that practices continue to see IDEXX as an indispensable partner.”
Retention rate: 97% (Q2 2024) — “sustained high 97% plus customer retention rates.”
Retention rate (US): 97% (Q4 2023) — “sustained customer retention rates in the 97% to 99% range for the US and, similarly, high levels globally.”
Retention rate: 97% (Q4 2022) — “Customer retention rates remained at or above 97% across our major modalities throughout 2022.”
Retention rate (Catalyst): 98% (Q3 2022) — “continued sustained new business gains and 98% Catalyst customer retention rates”
Retention rate (Rapid Assay (Vector Borne Disease)): 97% (Q2 2021) — “core vector borne disease retention rates for U.S. rapid assay reached 97% in the quarter”
IDEXX Laboratories reported revenue growth of 45% over 5 years with improvements in customer retention levels over 96%.
IDEXX Web PACS achieved more than 96% improvement in customer retention levels following ezyVet acquisition.
Retention rate (Rapid Assay): 97% (Q1 2021) — “retention rates for U.S. rapid asset customers reached 97% in Q1, the highest level”
IDEXX Laboratories reported continued high customer retention in its animal diagnostic business in Q3.
IDEXX Laboratories reported high customer retention levels in Q2 2020, supported by high levels of service during the COVID-19 pandemic.
Retention rate (U.S. VetLab): 98% (Q1 2019) — “Customer retention rates in the U.S. remain stable and Q1 at world-class levels of 98% to 99%”
Retention rate (U.S.): 97% (Q3 2018) — “Overall customer retention trends in the U.S. continue at world-class levels of 97% to 98%”
Retention rate (Reference Laboratory): 97% (Q2 2018) — “record high customer retention levels, now over 97%”
IDEXX reports consistent customer retention driven by strong Catalyst product uptake and international market growth.
Retention rate (Reference Lab): 97% (Q4 2017) — “customer retention levels reaching 97% from the Reference Lab modality”
Retention rate (U.S. in-house chemistry): 98% (Q4 2017) — “Our 98% retention of in-house chemistry accounts in U.S. compares favorably to any period”
Retention rate (International reference lab instrument consumables): 98% (Q3 2017) — “Customer retention rates internationally for reference lab instrument consumables are even higher, at 98% to 99%”
Retention rate (U.S. CAG Diagnostics reference labs): 97% (Q3 2017) — “Customer retention rates for U.S. CAG Diagnostics recurring revenues remain at exceptional levels of 97% to 98% for reference labs”
Retention rate (Catalyst): 98% (Q4 2016) — “Catalyst retention rates remain very high at 98%”
Retention rate (U.S. consumable revenue (chemistry)): 98% (Q3 2016) — “U.S. consumable revenue retention rates, which are now tracking at 98% annualized”
Retention rate (Water business): 99.9% (Q2 2016) — “Our Water business...99.9% customer retention”
Retention rate (Overall instrument consumables): 97% (Q2 2016) — “continuing high 97% to 99% customer retention levels”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.