DNAnexus Customer Satisfaction Reaches 90% Amid Platform Expansion Into AI-Driven Discovery

Milestone Reflects Deepening Customer Centricity as DNAnexus Continues to Scale its Platform for the World’s Leading Life Sciences Organizations, Accelerating Growth By Global Expansion

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Today, DNAnexus, the world’s most trusted platform for omics data enablement, announced it has achieved a 90% customer satisfaction score (CSAT) — a milestone underscoring the trust that the world's leading biopharma, diagnostic, and health system organizations place in the platform as DNAnexus continues to achieve global scale and accelerate growth.

The 90% CSAT arrives alongside the recent launch of new product innovations and solution packages engineered to accelerate AI-driven discovery and reinforces DNAnexus's successful evolution into the omics data layer for the AI era of precision health. As customers increasingly rely on DNAnexus to transform the most complex data in healthcare into a governed, AI-ready, reusable asset, the company is positioning its platform as the connective infrastructure the industry needs to move from sequence to scientific breakthrough at industrial scale.

“Customer centricity is central to how we build and scale our technology solutions,” said Kristy Cloyd-Warwick, Ph.D., senior vice president of customer experience and professional services at DNAnexus. “When researchers are pushing the boundaries of human health and encounter friction, we're there to clear the path. A 90% CSAT tells us we're delivering on that promise — not just as a technology solution, but as a partner ensuring our customers can stay focused on delivering scientific breakthroughs and improving patient outcomes.”

The milestone lands amid a period of sustained, accelerating growth — the latest chapter in nearly two decades of expansion -— as DNAnexus continues to scale its footprint across biopharma R&D, diagnostics, health systems, and biobanks. This reinforces the company's trajectory as demand accelerates for platforms that can contextualize, orchestrate, and federate raw multimodal data at scale, while operationalizing AI across critical workflows with regulatory-grade readiness. As AI becomes essential to how life sciences and healthcare organizations discover, validate, and deploy modern science, DNAnexus is positioning itself as the platform those efforts increasingly run on.

Powered by the largest repository of genomic and omics data in the world, DNAnexus is where the largest globally connected community of scientists synthesizes biological intelligence at unmatched industrial scale and global reach. In its seventeen years of operation, DNAnexus has processed more than 135 petabytes of genomic and multiomic data — the scale and quality of molecular data required to train and validate AI models for precision health. Today, that infrastructure supports more than 130 enterprise customers and 64,000 researchers across 54 countries as they harness AI to move from data to discovery faster.

That scale has produced rare data gravity, hard-won regulatory trust, and production-grade infrastructure. Together, these position DNAnexus as the industry's most trusted platform for omics — a company operating at the apex of scientific and computational innovation — from FDA regulatory submissions to CAP/CLIA clinical production environments.

About DNAnexus

Founded in 2009, DNAnexus is the world's most trusted platform for omics data enablement, transforming the most complex data in healthcare into a governed, AI-ready, reusable asset. DNAnexus gives pharmaceutical, diagnostic, health system, biobank, and regulatory organizations a single platform to contextualize, orchestrate, and federate multimodal omics data, translating it into a source code for discovery. Today, DNAnexus is where the largest globally connected community of scientists synthesizes biological intelligence at unmatched industrial scale. More than 64,000 researchers across 54 countries and 130+ enterprise customers run production-grade and regulatory-grade omics work on DNAnexus, processing 135+ petabytes of genomic and multimodal data. Learn more at dnanexus.com.

Methodology note: DNAnexus began measuring Customer Satisfaction (CSAT) in December 2025 to capture support quality at the point of ticket resolution, replacing Net Promoter Score (NPS) as its primary support metric. NPS and CSAT are measured on different scales and are not directly comparable; NPS is included here only as historical context, having reached 62 in 2025. CSAT surveys are sent via email upon closure of every support ticket. The 90% figure reflects the share of respondents rating their resolution positively, from a ~12% response rate — consistent with industry norms for email-based satisfaction surveys.