Covance Inc. with headquarters in Princeton, New Jersey, is a contract research organization providing drug development and animal testing services. According to its website, it is one of the largest companies of its kind in the world, with annual revenues of over $2 billion, and over 15,000 employees in more than 60 countries. It claims to provide the world's largest central laboratory network. It became a publicly traded company after being spun off by Corning Incorporated in 1996. In 2011 it was listed as one of the top 100 employers by the Diversity Employers Magazine.
Under the name Covance Research Products Inc., based in Denver, Pennsylvania, the company also deals in the import, breeding and sale of laboratory animals. It breeds dogs, rabbits, guinea pigs, non-human primates, and pigs, and runs the largest non-human primate laboratory in Germany. The company became the subject of controversy following allegations in 2003–2005 by the British Union for the Abolition of Vivisection and People for the Ethical Treatment of Animals that non-human primates were being abused in its laboratories in Germany and the United States. No violations of the law were found by the authorities in the first case, and a small fine was levied in the second. In response, the company drew up a new welfare code to guide its treatment of laboratory animals.
|Headquarters||Princeton, New Jersey, United States; facilities in 60+ countries|
|Services||Pharmaceutical Development Nutritional Chemistry & Food Safety|
|Founded||1968 as Environmental Sciences Corporation; 1996 as Covance|
|Industry||Contract Research Organizations Pharmaceutical|
|Key people||CEO: Deborah Keller CDO: Dimitris Agrafiotis|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Health Care: Pharmacy and Other Services is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Covance sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Covance with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of Covance based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.