Chemex's Customer Satisfaction Survey April 2007 Results

Announcing results from our annual Customer Satisfaction Survey. Read more to find out how our clients rate quality of services they received from Chemex laboratories.

In April this year, we sent out a Customer Satisfaction Survey to all our clients from the previous year. Our client base spreads over the UK and Western Europe. The response rate was 19% and the findings are noted below.

We would like to thank all those who participated and expressed they valuable opinions on how they rate Chemex and how we can further improve the quality of our services.

Click here to see a graphical presentation of Chemex Customer Satisfaction Survey April 2007 results

Overall, the results of our survey were the most gratifying. We asked our clients to rate our service in three distinct areas: client liaison, sample delivery and data reporting.

We are very pleased to note that the results were almost all in the 'Excellent', 'Good' and 'Satisfactory' categories, and the overall experience with Chemex was rated equally 'Excellent' and 'Good'. The only area of the concern was not directly attributable to Chemex and due to a poor courier service. Chemex will endeavour to improve this aspect of the service.

Whilst over half (56%) of our clients placed high value on Chemex's accreditation, 28% found it 'Important' and 16% 'Desirable'. None of our clients felt it was not necessary.

Clients were encouraged to express areas of concern on the 'comments' section of the questionnaire/survey. As part of our continuing improvement scheme, we will be addressing those issues through direct communication. Chemex laboratories will put their best efforts to provide the highest quality services tailored to our client's requirements and aim to resolve any outstanding issues as quickly and efficiently as possible.

Our Quality Assurance Unit continues to encourage feedback from our customers. If you haven't taken a part in this survey or if you are a new client and have any concerns or suggestions for improvements, please call our Business Development Group.