Wednesday 25 March 2015

Survey response shows customer satisfaction improvement

A new customer survey published early in 2015 by Laboratory Information Management System (LIMS) specialist, Autoscribe, has shown an across-the-board increase in customer satisfaction levels compared to a similar survey carried out in 2013. In addition response levels to the survey, which was conducted in both the USA and Britain, was up nearly fourfold.

The survey contains a number of questions which allow customers to rate some aspect of the Matrix LIMS products or the service provided by Autoscribe on a scale of 1-10. Every survey question with this metric showed an improvement.

Autoscribe Managing Director, John Boother, said: “We are absolutely delighted with the results. The purchase of a LIMS and ongoing customer support requires a good deal of interaction between customers and our staff, and we are constantly striving to ensure that our personnel are knowledgeable, helpful and personable to make this experience as positive as possible. It is therefore a great compliment to our sales and support staff in both countries that the biggest increases in the score ratings came in the ‘assistance given by the sales team’ and ‘assistance given by the support team’ categories.”

“It is also encouraging that these improvements have all been achieved against a respectably high baseline (generally over 7/10) achieved in 2013”, he continued. “We are also pleased to report that even more people would be prepared to recommend Autoscribe to another potential user. However, we must not rest on our laurels. There is still room for further improvement and that must always be our objective.”

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