Appendix 2 — Customer Satisfaction Survey
Parent procedure: 09 – Customer Service
Purpose
To collect structured feedback from customers on the quality of the laboratory's services. Results are compiled and analyzed by the Quality Manager and reported during the management review.
Instructions
- The Quality Manager distributes the survey to active customers at the defined interval (at least annually).
- Surveys may be sent by email, online form, or on paper — whichever format the customer prefers.
- Responses are compiled into the summary table (Part B) for trend analysis.
- Actions arising from feedback are tracked to completion.
Part A — Survey form
Distribute this section to customers.
Laboratory name: [Enter] Survey period: [Enter, e.g., January – December 2025] Customer name: [Enter] (optional — anonymous responses are also accepted) Date completed: [Enter]
Please rate the following aspects of our service. Use the scale: 1 = Poor, 2 = Below expectations, 3 = Meets expectations, 4 = Exceeds expectations, 5 = Excellent.
| # | Aspect | Rating (1–5) | Comments |
|---|---|---|---|
| 1 | Turnaround time — Were results delivered within the agreed timeframe? | [1–5] | [Optional] |
| 2 | Report quality — Were reports clear, complete, and easy to understand? | [1–5] | [Optional] |
| 3 | Technical competence — Are you confident in the accuracy and reliability of results? | [1–5] | [Optional] |
| 4 | Communication — Were you kept informed of progress, delays, or issues? | [1–5] | [Optional] |
| 5 | Responsiveness — Were your inquiries and requests handled promptly? | [1–5] | [Optional] |
| 6 | Sample handling — Were your samples handled appropriately and with care? | [1–5] | [Optional] |
| 7 | Overall satisfaction — How would you rate your overall experience? | [1–5] | [Optional] |
What does the laboratory do well?
[Free text]
What could the laboratory improve?
[Free text]
Would you recommend our laboratory to others? ☐ Yes · ☐ No · ☐ Maybe
Part B — Summary of results
Completed by the Quality Manager after collecting responses.
| Field | Entry |
|---|---|
| Survey period | [Enter] |
| Surveys distributed | [Number] |
| Surveys returned | [Number] |
| Response rate | [%] |
| Compiled by | [Name] |
| Date compiled | [Enter] |
Average ratings
| Aspect | Current period | Previous period | Trend |
|---|---|---|---|
| Turnaround time | [Average] | [Average] | [↑ / ↓ / →] |
| Report quality | [Average] | [Average] | [↑ / ↓ / →] |
| Technical competence | [Average] | [Average] | [↑ / ↓ / →] |
| Communication | [Average] | [Average] | [↑ / ↓ / →] |
| Responsiveness | [Average] | [Average] | [↑ / ↓ / →] |
| Sample handling | [Average] | [Average] | [↑ / ↓ / →] |
| Overall satisfaction | [Average] | [Average] | [↑ / ↓ / →] |
Key themes from comments
| Theme | Frequency | Representative comment |
|---|---|---|
| [Enter] | [Number of mentions] | [Quote or paraphrase] |
| [Enter] | [Number of mentions] | [Quote or paraphrase] |
| [Enter] | [Number of mentions] | [Quote or paraphrase] |
Actions arising from feedback
| Finding | Action | Responsible | Target date | Status | Effectiveness check |
|---|---|---|---|---|---|
| [Enter] | [Enter] | [Name] | [Date] | [Open / Closed] | [Enter] |
| [Enter] | [Enter] | [Name] | [Date] | [Open / Closed] | [Enter] |
Management review
| Field | Entry |
|---|---|
| Presented at management review date | [Enter] |
| Key decisions or actions from review | [Enter] |