Customer Satisfaction Survey Results
Authors: Aslam Ibrahim & Clifford Chouinor
Customer Satisfaction
We monitor information on customer satisfaction and/or dissatisfaction as one of the measurements of performance of the Laboratory Management System. The Management System Officer conducts an electronic survey using F407.001 (e-Doc 6075165) to capture satisfaction information of the CNSC staff members utilizing the services of the Laboratory and also to receive any suggestions for improvement of the services. The survey results are used as input into the management review process. Any immediate problems are to be documented and corrected through the non-conformance and corrective action processes. Any improvements are implemented through the document change process and followed up and monitored through internal assessment process.
Annual Customer Satisfaction Survey for Gamma Calibration Services ̶ 2018
INTRODUCTION
Customer Feedback
The CNSC Laboratory solicits customer feedback on an annual basis as one of the measurements of performance of the Laboratory Management System (LMS) (e-Docs-#4412335) in regards to instrument management and calibration services. Customers can provide feedback to the Laboratory to address any issues which require immediate attention any time as needed, however, the annual survey provides an opportunity for customers to feedback on any aspect of the laboratory’s services including data quality and turnaround times. Any immediate problems as reported by the customers are to be documented and corrected through the non-conformance and corrective action processes following the Laboratory procedure P409 Corrective Action and Preventive Action in a timely manner by the Management System Officer (MSO). Customer feedback is solicited to conform with the requirements of standards ISO/IEC 17025:2017, “General Requirements for the Competence and Testing of Calibration Laboratories”, and “SCC Requirements and Guidance for the Accreditation of Testing Laboratories – April 2018.”
Process
The MSO of the CNSC Laboratory conducts an electronic survey annually to collect feedback from CNSC staff members who have utilized the services of the Laboratory, and to collect any suggestions for improvement of the services, as per section 9.2.1 of the LMS. Microsoft® Outlook based customer satisfaction survey form was used in this most recent customer satisfaction survey conducted in last year. Note that this form was designed and introduced in calendar year 2018 considering feedback from the customers to introduce a simple tool to provide feedback to the Laboratory. The Outlook email Voting button with a custom design offers to the customer to describe impressions of the services as Excellent, Good, Fair or No Impression, as described in the CNSC Laboratory Customer Satisfaction Survey Form F407.001 (e-Doc# 4429053) which was used in previous years between 2014 and 2016. In addition, once the customer selected to respond to the invitation email with the selected impression of the service, the customer was offered an option to edit the response which may include any comments a customer may wish to have for the improvement of services. After successfully conducting customer satisfaction surveys for years 2017 and 2018, CNSC Laboratory Customer Satisfaction Survey Form F407.001 (e-Doc# 4429053) has now been retired and is no longer valid and available to use. The survey results are used as an input into the management review process following the Laboratory procedure P415 Management Review (e-Doc# 4424239). Any improvements suggested in the survey are implemented considering the available resources and benefit to the larger group of customers through the Laboratory procedure P409 Corrective Action and Preventive Action (e-Doc# 4425262), and then followed and monitored through internal assessment process.
METHODOLOGY
The following preparatory steps were taken prior to execution of the survey:
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. 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. 3) A telephone call/voice message was drafted to remind the customer the next day after the initiation of the survey. 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. 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. The following steps were taken subsequent to execution of the survey: 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. 2) The results of the survey were summarized for the preparation of this summary report of the customer survey, as presented in this document. 3) If appropriate, an opportunity for improvement (OFI) as identified in the customer survey regarding LIMS requester module in addition to others as those identified in section 5 of this report will be filed using the Laboratory procedure P409 under the LMS and will be followed up to monitor the effectiveness of the implemented actions.
3 RESULTS AND ANALYSIS
3.1 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 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:
- 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 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 subject matter technical assistance and technical reviews regarding field instruments, radiation measurement, and licensee documents
- Provision of research and purchasing services to meet specified customer requirements regarding field instrumentation
- Provision of ‘rush’ services to meet immediate and urgent customer requirements
- Provision of outreach outfitting services that included field instruments, radioactive artifacts, and technical advice on the use of those items in outreach activities
3.2 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.
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 3.3.1 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: Analysis of the responses Number of Responses Percentage of Customers Responded Total 43 out of 51 84%
Table 2: Comparison of current customer’s responses to previous years Survey Year Percentage of Customers Responded 2014 54% 2015 55% 2016 65% 2017 77% 2018 84%