Arbolus Intelligence

Waters

waters.com · Milford, United States of America

Waters Corporation is a global analytical instruments and software company that develops, manufactures, and services chromatography, mass spectrometry, and related laboratory systems used in pharmaceutical, biopharmaceutical, food, environmental, and industrial research and quality control. It generates revenue through the sale of instruments, consumables, and informatics software, as well as service and support contracts to laboratories and research organizations worldwide.

  • Manufacturing Execution & Quality
  • Clinical Trial & Research Software
Listed in
Revenue
$3.1B
Employees
8,200
Founded
1958
Headquarters
Milford, United States of America

What 22 Arbolus experts think of Waters

Waters enjoys strong positive sentiment based on consistently high NPS scores: over 50% of respondents gave 9-10 NPS, with only one outlier reporting a 5. Renewal intent is overwhelmingly positive among high spenders and Influencers. The majority are in post-implementation (more than 1 year), reinforcing stickiness. Key expert themes cite industry-leading regulatory compliance, robust technical support, high system reliability, and critical role in drug development and quality operations. Some users note potential for improved usability or expanded AI features.Overall Customer Sentiment: Positive

Who reviewed Waters

Total customers 22 21 current · 1 former
Reviews growth +12 in six months
Seniority of respondents
  • C-Suite 55% (12)
  • Director 15% (3)
  • Manager 30% (7)
Generalist Manager Manager NPS 8 Will renew Submitted Feb 2026
Operations Leader C-Suite NPS 10 Will renew Submitted Sep 2026
Data Leader Director NPS 9 Submitted Jun 2024

Employer names and spend open in the full report, along with the other 19 customers.

Everything 22 customers told us about Waters.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

61 Net Promoter Score, from 21 scored reviews
  • Promoters 14
  • Passives 6
  • Detractors 1

Cumulative NPS by month

+1 over 6 months
  • Mar 8
  • May 9
  • Jun 9
  • Jul 9
  • Aug 9
  • Sep 9

Net Promoter Score across 2 reviews, accumulated up to each month. Category median 44 across 2 companies.

Praised

  • Enhanced Automation and Regulatory Alignment
  • Expanded Ecosystem Connectivity
  • AI and Data Analytics Integration
  • Industry-Leading Regulatory Compliance

Criticised

  • Superior Audit Compliance from Competitors
  • Partial Replacement by AI
  • Poor AI Integration and Context Retention
  • AI Cannot Fully Replace Regulated Workflows

What customers say

Industry-Leading Regulatory Compliance
“I consistently recommend Waters for its gold-standard regulatory compliance and software, which is vital for labs operating under stringent global regulations.”
Enhanced Productivity and Data Integrity
“I see significant reductions in errors and improved productivity due to Waters' easy-to-use systems and error-minimizing software.”
Differentiated Reliability and Audit Trail
“I rely on Waters for robust, reliable performance and a level of audit trail integrity unmatched by other analytical software.”

Renewal intent

Plan to renew 82%
  • Will renew 9
  • Undecided 2
  • Not renewing 0

Plan to renew, by seniority

  • C-Suite 100% 5 answers
  • Manager 80% 5 answers
  • Not specified 0% 1 answer
  • 9/10 Average score from customers who will renew
  • 7.5/10 Average score from undecided customers

Top alternatives

Most weighed by Waters customers

Report

Customer Report - Sep 2026 Sep 2026 22 + 0

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