RSIL Customer Satisfaction Survey March 2005

In March this year, we sent out a Customer Satisfaction Survey to all our customers, 243 in all, spread all over England, Scotland and Wales. We had 78 replies, a response rate of 32%, and have now been able to compile the results we obtained.

Overall the result of our survey was most gratifying. We asked for your rating of our service in five areas, turnround/reporting times, response to phone enquiries, relevance of reports, standard of advice given and overall service provision. We were very pleased to note that the results in all areas were almost all in the Satisfactory, Good and Excellent categories, ranging from 94% to 100% for the lab as a whole, and as illustrated in the graph below. There were some variations from test to test, and these areas are now being addressed.

Since our last survey in 2002 we have been able to significantly improve our service in most areas and customer surveys play an important role in that process. We are extremely grateful to all of you who participated in our customer survey.

Dr. Robert George
RSIL Lab Director

Last reviewed: 29 September 2008