The 2010 Customer Opinion Survey

Hill Laboratories would like to thank those that participated in the 2010 customer opinion survey held between February and April this year. We have all the results back and have completed our analysis.

Overall customer satisfaction has improved from its already high level and more people intend to send their testing to Hill Laboratories. We understand from the survey the importance you place on delivering good turnaround times, coupled with accurate and valuable results, supported by an industry leading customer services team. It’s great that you feel we do this well and satisfy your expectations.
Every year you highlight areas that we have improved upon over the last 12 months and improvements you would like us to make in the next 12 months.

Areas that you say we have improved:

• The service we provide to customers from our South Island laboratory

• Turnaround time has generally improved

• The courier service provided has improved

• Information provided to you about our services

Areas that you would like us to focus on:

• Improving the format of our reports

• Client Service Manager resourcing in our business

• The courier service supporting our business in the South Island

We shall focus on these areas to ensure that the continuous improvement we display today continues into tomorrow.