Changes

1) A comprehensive list of customers that requested and received instrument services from the CNSC laboratory (i.e., the service “requestor”) during the 2018 calendar year was compiled from laboratory service records.<br />

1) A comprehensive list of customers that requested and received instrument services from the CNSC laboratory (i.e., the service “requestor”) during the 2018 calendar year was compiled from laboratory service records.<br />

2) An invitation email was drafted in Microsoft® Outlook with a custom design Voting button, to be sent to each customer as a formal request for their participation in the annual customer satisfaction survey.<br />

2) An invitation email was drafted in Microsoft® Outlook with a custom design Voting button, to be sent to each customer as a formal request for their participation in the annual customer satisfaction survey.<br />

3) A telephone call/voice message was drafted to remind the customer the next day after the initiation of the survey.

3) A telephone call/voice message was drafted to remind the customer the next day after the initiation of the survey.<br />

4) A follow-up invitation email was drafted, to be sent as a reminder to each customer who had not responded to the initial request within a week time-period.<br />

4) A follow-up invitation email was drafted, to be sent as a reminder to each customer who had not responded to the initial request within a week time-period.<br />

5) The list of customers was provided to the Laboratory’s administration staff to send the invitation email via Microsoft® Outlook with a custom design Voting button and other instructions regarding the data integrity of the feedback provided by the customers. Administration staff was to save the completed forms in the central electronic repository as e-access documents with appropriate access rights for maintaining lists of respondents and records as customers respond to the survey.<br />

5) The list of customers was provided to the Laboratory’s administration staff to send the invitation email via Microsoft® Outlook with a custom design Voting button and other instructions regarding the data integrity of the feedback provided by the customers. Administration staff was to save the completed forms in the central electronic repository as e-access documents with appropriate access rights for maintaining lists of respondents and records as customers respond to the survey.<br />

The following steps were taken subsequent to execution of the survey:<br />

The following steps were taken subsequent to execution of the survey:<br />

1) The feedback provided by the customers was analyzed and a summary (e-Doc# 5763601) was prepared to discuss the results of the survey with the stakeholders in order to implement the suggestions and any corrective actions to be taken to address the comments.<br />

1) The feedback provided by the customers was analyzed and a summary (e-Doc# 5763601) was prepared to discuss the results of the survey with the stakeholders in order to implement the suggestions and any corrective actions to be taken to address the comments.<br />

3 RESULTS AND ANALYSIS

==RESULTS AND ANALYSIS==

3.1 Cohort  

===Cohort ===

The cohort identified for the calendar year 2018 satisfaction survey numbered 60 customers in total, all of whom requested and received instrument services via 146 service requests fulfilled by the laboratory during the calendar year.

The cohort identified for the calendar year 2018 satisfaction survey numbered 60 customers in total, all of whom requested and received instrument services via 146 service requests fulfilled by the laboratory during the calendar year.

The demographic of the survey cohort represented a multi-disciplined sampling of individuals from various divisions and directorates within the technical support and regulatory operations branches of the CNSC, and from all regions of Canada in which the CNSC executes its’ mandate.

The demographic of the survey cohort represented a multi-disciplined sampling of individuals from various divisions and directorates within the technical support and regulatory operations branches of the CNSC, and from all regions of Canada in which the CNSC executes its’ mandate.

The services requested by the survey cohort during the calendar year included, but were not limited, to the following:

The services requested by the survey cohort during the calendar year included, but were not limited, to the following:

- Provision of calibration and repair services for field instruments, such as personal electronic dosimeters, gamma survey meters, contamination meters, neutron survey meters, passive detectors – bubble detectors, and radon progeny concentration monitoring equipment;

- Provision of calibration and repair services for field instruments, such as personal electronic dosimeters, gamma survey meters, contamination meters, neutron survey meters, passive detectors – bubble detectors, and radon progeny concentration monitoring equipment;<br />

- Provision of inspection outfitting services, including logistical planning for shipping and return of field instruments and tools that are delivered on site by the laboratory, in step with the inspectors’ travel and divisional licensee inspection schedules;

- Provision of inspection outfitting services, including logistical planning for shipping and return of field instruments and tools that are delivered on site by the laboratory, in step with the inspectors’ travel and divisional licensee inspection schedules;<br />

- Provision of subject matter technical assistance and technical reviews regarding field instruments, radiation measurement, and licensee documents

- Provision of subject matter technical assistance and technical reviews regarding field instruments, radiation measurement, and licensee documents <br />

- Provision of research and purchasing services to meet specified customer requirements regarding field instrumentation

- Provision of research and purchasing services to meet specified customer requirements regarding field instrumentation <br />

- Provision of ‘rush’ services to meet immediate and urgent customer requirements

- Provision of ‘rush’ services to meet immediate and urgent customer requirements <br />

- Provision of outreach outfitting services that included field instruments, radioactive artifacts, and technical advice on the use of those items in outreach activities

- Provision of outreach outfitting services that included field instruments, radioactive artifacts, and technical advice on the use of those items in outreach activities <br />

3.2 Annual Customer Satisfaction Survey

 

==Annual Customer Satisfaction Survey==

The survey was executed during the spring and summer in 2018. All customers who were identified as requestors of instrument services during the calendar year 2018 were contacted via Microsoft® Outlook email with a formal invitation for their participation in the survey.  Customers were given the choice to describe the impression of services as Excellent, Good, Fair or No Impression using the Voting button as well as an option to include any comments a customer may wish to have for the improvement of services.

The survey was executed during the spring and summer in 2018. All customers who were identified as requestors of instrument services during the calendar year 2018 were contacted via Microsoft® Outlook email with a formal invitation for their participation in the survey.  Customers were given the choice to describe the impression of services as Excellent, Good, Fair or No Impression using the Voting button as well as an option to include any comments a customer may wish to have for the improvement of services.

A telephone call/voice message was used to remind the customer within few days after the initiation of the survey. Those customers who did not respond within few weeks of the initial formal request for participation were sent the reminder email in late summer same year.

A telephone call/voice message was used to remind the customer within few days after the initiation of the survey. Those customers who did not respond within few weeks of the initial formal request for participation were sent the reminder email in late summer same year.

3.3 Analysis

=Analysis=

3.3.1 Customer Response to the Survey  

==Customer Response to the Survey==

Table 1 illustrates the proportion of customers who responded to the survey. The total cohort response yielded 43 responses and 8 non-responses, of possible 51 responses, for a final customer response rate of 84%.  Out of 60 customers who were originally identified to seek feedback, 9 of them were not available to respond either because they were no longer working for CNSC or on extended leave.  This response rate was relatively higher than that of previous surveys conducted for calendar years 2014, 2015, 2016, and 2017, as illustrated in Table 2.  It also demonstrates an increasing trend since the inception of survey in 2014 as demonstrated in Figure 1.  This increased participation in the survey could be apparently attributed to number of factors including the simplified form used this year as well as follow up phone calls/voice messages given to customers  after initiating the survey.   

Table 1 illustrates the proportion of customers who responded to the survey. The total cohort response yielded 43 responses and 8 non-responses, of possible 51 responses, for a final customer response rate of 84%.  Out of 60 customers who were originally identified to seek feedback, 9 of them were not available to respond either because they were no longer working for CNSC or on extended leave.  This response rate was relatively higher than that of previous surveys conducted for calendar years 2014, 2015, 2016, and 2017, as illustrated in Table 2.  It also demonstrates an increasing trend since the inception of survey in 2014 as demonstrated in Figure 1.  This increased participation in the survey could be apparently attributed to number of factors including the simplified form used this year as well as follow up phone calls/voice messages given to customers  after initiating the survey.   

Table 1: Analysis of the responses  

Table 1: Analysis of the responses  

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=== 1.1.1     Customer Response: Rating of Laboratory Services ===

=== Customer Response: Rating of Laboratory Services ===

The customer rating of laboratory services is accounted in Table 3. This table shows that 77% of the respondents rated the services provided as Excellent, and other 23% as Good.  There were no negative ratings (i.e.: less than a Fair rating) received or noted during the survey.  This trend is consistent with those in calendar years 2015 and 2016 when there were no ratings below Good.   

The customer rating of laboratory services is accounted in Table 3. This table shows that 77% of the respondents rated the services provided as Excellent, and other 23% as Good.  There were no negative ratings (i.e.: less than a Fair rating) received or noted during the survey.  This trend is consistent with those in calendar years 2015 and 2016 when there were no ratings below Good.   

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=== 1.1.1     Customer Response: Usage of Laboratory Services ===

=== Customer Response: Usage of Laboratory Services ===

To gain better insight into the nature of the services customers have used during the calendar year 2018, Laboratory service records as those maintained in a dedicated Microsoft® Excel spreadsheet ([Pcdocs://E-DOCS/5451342/R F500.4.LABREQ]) under the management system was used to extract this information about the category of service which includes calibration, field instrument loan, or any other service customers requested during the calendar year.

To gain better insight into the nature of the services customers have used during the calendar year 2018, Laboratory service records as those maintained in a dedicated Microsoft® Excel spreadsheet ([Pcdocs://E-DOCS/5451342/R F500.4.LABREQ]) under the management system was used to extract this information about the category of service which includes calibration, field instrument loan, or any other service customers requested during the calendar year.

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=== 1.1.1     Customer Response: Comments Regarding Laboratory Services ===

=== Customer Response: Comments Regarding Laboratory Services ===

Any additional customer comments sought to qualify information in addition to the customers’ singular rating of laboratory services, are considered to belong in one of three groups: improvement or preventive / constructive comments, complimentary comments, and no comment.  Thirty nine out of forty three customers did not provide any comments other than rating the services as Fair, Good or Excellent. Two customers (2 out of 4) who responded to the survey with additional comments elaborated further on the rating and provided complimentary comments in addition to some additional suggestions for improvement.   

Any additional customer comments sought to qualify information in addition to the customers’ singular rating of laboratory services, are considered to belong in one of three groups: improvement or preventive / constructive comments, complimentary comments, and no comment.  Thirty nine out of forty three customers did not provide any comments other than rating the services as Fair, Good or Excellent. Two customers (2 out of 4) who responded to the survey with additional comments elaborated further on the rating and provided complimentary comments in addition to some additional suggestions for improvement.   

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==== 1.1.1.1    Customer Response: Suggestions for Improvements ====

==== Customer Response: Suggestions for Improvements ====

Each category of comments from respondents, as summarized in Table 5 and Table A.1 of the appendix, generated a number of feedback suggestions which are summarized in Table 6.  

Each category of comments from respondents, as summarized in Table 5 and Table A.1 of the appendix, generated a number of feedback suggestions which are summarized in Table 6.  

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== '''1.2'''     '''Laboratory Response: Implementation of suggestions for improvement''' ==

== '''Laboratory Response: Implementation of suggestions for improvement''' ==

Note this survey constitutes the fifth survey CNSC Laboratory has conducted starting 2014 and serves as a milestone in terms of continuing excellence in customer support with products and services that meets the universally accepted global standards.   

Note this survey constitutes the fifth survey CNSC Laboratory has conducted starting 2014 and serves as a milestone in terms of continuing excellence in customer support with products and services that meets the universally accepted global standards.   

The Laboratory is committed to customer service excellence and has taken steps in response to customer suggestions for service improvements as outlined in this section.

The Laboratory is committed to customer service excellence and has taken steps in response to customer suggestions for service improvements as outlined in this section.

=== 1.2.1     Easy Accessibility  ===

=== Easy Accessibility  ===

One suggestion pertains to easy accessibility to information including list of readily available artefacts and other resources which could be used in outreach activities.  Though this comment is not directly related to calibration services, CNSC Laboratory will follow up further to accommodate this suggestion for improvement.  

One suggestion pertains to easy accessibility to information including list of readily available artefacts and other resources which could be used in outreach activities.  Though this comment is not directly related to calibration services, CNSC Laboratory will follow up further to accommodate this suggestion for improvement.  

In response to the customers’ satisfaction survey from 2014, CNSC Laboratory already provided online library of instruments, with specifications (CNSC Laboratory Services). The link opens an e-access directory and the customer might have difficulties scrolling through the directory to select the instrument.   

In response to the customers’ satisfaction survey from 2014, CNSC Laboratory already provided online library of instruments, with specifications (CNSC Laboratory Services). The link opens an e-access directory and the customer might have difficulties scrolling through the directory to select the instrument.   

=== 1.2.2     Sharing information regarding instrument response  ===

=== Sharing information regarding instrument response  ===

Although CNSC Laboratory encouraged customers to report malfunctions of the instruments, problems related to the quality of calibration of survey meters or any other observation with impact on the quality of measurements, one customer chose to comment on the under-response of an instrument due to excessive dead time through the customer survey.  This customer also suggested information sharing when an instrument tended to under-respond or over-respond in particular radiation fields.  Same customer also chose to comment on limitations of a particular model of survey meter in strong magnetic fields and also comments on performance of a particular model not within the tolerance of the model.   

Although CNSC Laboratory encouraged customers to report malfunctions of the instruments, problems related to the quality of calibration of survey meters or any other observation with impact on the quality of measurements, one customer chose to comment on the under-response of an instrument due to excessive dead time through the customer survey.  This customer also suggested information sharing when an instrument tended to under-respond or over-respond in particular radiation fields.  Same customer also chose to comment on limitations of a particular model of survey meter in strong magnetic fields and also comments on performance of a particular model not within the tolerance of the model.   

The CNSC Laboratory also realizes that the customer, who noticed the survey meter under-response at the licensee site, did not know how to properly report this kind of situation (incident) to the CNSC Laboratory.  An enhanced webpage will enable customers to raise such issues and get them addressed immediately, rather than wait for a customer survey.  CNSC Laboratory  

The CNSC Laboratory also realizes that the customer, who noticed the survey meter under-response at the licensee site, did not know how to properly report this kind of situation (incident) to the CNSC Laboratory.  An enhanced webpage will enable customers to raise such issues and get them addressed immediately, rather than wait for a customer survey.  CNSC Laboratory  

= '''2'''        '''SUMMARY''' =

= '''SUMMARY''' =

The intention of the customer survey was to seek meaningful customer feedback which could be analyzed and incorporated to improve the core instrument calibration services and the future perceived rating of laboratory customer services. The objectives of the customer survey were successfully achieved.  

The intention of the customer survey was to seek meaningful customer feedback which could be analyzed and incorporated to improve the core instrument calibration services and the future perceived rating of laboratory customer services. The objectives of the customer survey were successfully achieved.  

The survey also provided customers with the opportunity to raise comments. As a result, the customers provided suggestions for improvements which can be broadly categorized into two group. The Laboratory has already implemented some of the suggested improvements and is in the process of implementing other improvements as suggested by the customers in a timely manner.    

The survey also provided customers with the opportunity to raise comments. As a result, the customers provided suggestions for improvements which can be broadly categorized into two group. The Laboratory has already implemented some of the suggested improvements and is in the process of implementing other improvements as suggested by the customers in a timely manner.    

RECOMMENDATIONS

==RECOMMENDATIONS==

Customer feedback is very important since it provides the Laboratory with valuable information about the services the Laboratory offers, insight into customer perceptions and expectations, and specific indicators of areas where the Laboratory needs to improve to satisfy customers’ perceived desires.  

Customer feedback is very important since it provides the Laboratory with valuable information about the services the Laboratory offers, insight into customer perceptions and expectations, and specific indicators of areas where the Laboratory needs to improve to satisfy customers’ perceived desires.