In the beginning of this year, the BCCM consortium has organised a client satisfaction survey to measure to which extent our scientific services (strain identification, characterisation, preservation, screening, or any other service) meet our customers' needs.
BCCM/LMBP, BCCM/LMG and BCCM/MUCL have participated in this survey, which was addressed to 203 customers who have ordered a service - other than public, safe and patent deposit and distribution - during 2009 or 2010. Customers who have been contacted for our previous client satisfaction survey were not contacted again.
We are pleased with the overall response rate of 38% and greatly appreciate the customer's participation to this survey. We have examined the scores and comments that our customers have given us and have analysed all data carefully.
The majority of respondents (83%) stated to be (extremely / very) satisfied with the scientific service the BCCM collections have provided. We are proud of this result and will continue to invest in meeting our customers' needs.
We certainly appreciate your willingness to consider re-ordering scientific services at one of the BCCM collections, as well as your efforts to recommend BCCM to others.
We take this opportunity to encourage you to give us at all times your feedback
on the services that we have realised for you.
This can help us improving our services continuously.
In reaction to the results of the survey, the BCCM consortium will further develop and reinforce its communication policy. Not only to improve our visibility, but especially to clarify our vision, structure, operating mode and services to our customers.
At the level of BCCM/LMBP there is currently no need to undertake any specific actions.
BCCM/LMG will standardly send the send scientific reports by e-mail to its customers, while hardcopies will remain available on request.
At BCCM/MUCL the following specific measures will be taken:
- Additional standardized prices and turn-around times will be developed to shorten the waiting time for this information in case of frequently performed services. However, customized services will continue to require case-to-case estimations.
- Processing times will be re-visited to detect any potential for shortening turn-around times of frequently performed services. Unavoidable delays (e.g. due to the Christmas closure of the University hosting BCCM/MUCL) will be communicated more efficiently.
- The standard report templates will be revised to provide essential results and references to complementary information.
We hope that you will appreciate our efforts and look forward to continuing our cooperation.