Changes

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

=== 1.1.1     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.

Table 4 illustrates the proportion of respondents who utilized various services under the instrument management and calibration services. Within the category of the “Field Instrument Loan” service type, customers were also provided with calibration services in order to meet the regulatory requirements. This indicates that out of the total number of customers who responded to the survey, 95% of the respondents either utilized calibration or loan services or a combination of these services.   

Table 4 illustrates the proportion of respondents who utilized various services under the instrument management and calibration services. Within the category of the “Field Instrument Loan” service type, customers were also provided with calibration services in order to meet the regulatory requirements. This indicates that out of the total number of customers who responded to the survey, 95% of the respondents either utilized calibration or loan services or a combination of these 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.   

The customer comments on laboratory services are accounted in Table 5. A brief summary of the comments is provided in the appendix Table A.1 at the end of this report. Detailed comments are available in another document ([[Pcdocs://E-DOCS/5763601/R|E-DOCS-#5763601]])  

The customer comments on laboratory services are accounted in Table 5. A brief summary of the comments is provided in the appendix Table A.1 at the end of this report. Detailed comments are available in another document ([Pcdocs://E-DOCS/5763601/R E-DOCS-#5763601])  

'''''Table 5: Types of comments regarding laboratory services'''''

'''''Table 5: Types of comments regarding laboratory services'''''

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.    

 

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.