The Power of Customer Service in Genetic Testing: Comparison July 26, 2009
Posted by Dr. Bertalan Meskó in 23andMe, Genetic testing, genetics, Health, Health 2.0, Healthcare, Medicine, Medicine 2.0, Navigenics, Personalized medicine, Web 2.0.trackback
The biggest problem with direct-to-consumer genetic testing is that it’s extremely hard for laypeople (and their doctors) to analyze the results properly. That’s why they need a genetic counselor who can help with the analysis and the interpretation of genomic risk factors even if the majority of these results cannot be used in medical decision-making. I got a test kit from Navigenics a few months ago. I could call their genetic counselor if I need help or I could contact them through e-mail and Twitter. This made me think about the accuracy and speed of the customer services of these companies. According to my experiences, when I asked a question:
- Navigenics replied in less than an hour via Twitter or e-mail.
- DecodeMe replied in less than a week via e-mail.
- Pathway Genomics haven‘t replied in 4 weeks.
Customer service is more important than anything in this field and if I can call a genetic counselor, why I cannot call them through Skype or have a private chat via videoconferencing (e.g. American Well)? This is an issue where all the companies have to improve a lot…
Quote: Pathway Genomics haven‘t replied in 4 weeks.
Don’t use them! We were told our results would be available in ten weeks – the results are 2 months overdue and we are still waiting, waiting waiting.
They seldom answer emails.
Unprofessional
[...] Medicine, Personalized medicine, Web 2.0, genetics. trackback Some months ago, I wrote about the importance of customer serice in the life of direct-to-consumer genomic companies. After the post, Pathway Genomics contacted me and said they were excited to speak more openly [...]
[...] months ago, I wrote about the importance of customer service in the life of direct-to-consumer genomic companies. After the post, Pathway Genomics contacted me and said they were excited to speak more openly [...]
[...] The Power of Customer Service in Genetic Testing: Comparison [...]
[...] The Power of Customer Service in Genetic Testing: Comparison [...]