NLS Customer Survey Findings 2011

Introduction

We ran our fourth, annual on-line customer survey in March 2011 and thank you to all those who participated. With four years of data we can now see some very important trends emerging both in how well we are meeting our customer's requirements and in how perceptions of the NLS are changing.

The survey is part of our process of continual improvement. Our commitment continues to be that we will share this feedback "warts and all". So please read on to find out what our customers are saying about us.

How well are we doing overall?

We continue to enjoy a high overall "service rating", which improved again this year, increasing from 80% of responders stating that their opinion of NLS service was either very strong or strong to 89% this year.

93% of all respondents also said that they would recommend the NLS, which is an increase on 80% who said this last year. We are especially pleased with this feedback!

However, we have lost some ground in terms of perceptions of the NLS as "being commercially focused", which were down to 35% of responders from 50% in 2010.

Most important aspects of laboratory service delivery

What respondents rate as most important to them in terms of the service they receive from their environmental laboratory, has largely remained unchanged over the four years the NLS survey has been in operation.

"Quality Controlled Reporting", "Fast Turnaround of Samples" and "Comprehensive Accreditations" were considered by far the most important service elements to the respondents of this year's survey.

We will need to watch our performance on "Quality Controlled Reporting" and "Fast Turnaround of Samples" as both of these measures fell back slightly on 2010 levels. Nearly 82% of respondents scored NLS very strong or strong for "Quality Controlled Reporting", slightly lower than in 2010 (2010 - 86%; 2009 - 67%). For "Fast Turnaround of Samples", 72% of respondents scored NLS very strong or strong, a slight decline since 2010 (2010 - 75%; 2009 - 56%). For organisations with over 100 employees this went up to 79%.

Perceptions of the NLS

Over 70% of survey respondents use the NLS as one of a few laboratory services they buy analysis from. Of those buying from the NLS, only 15% are buying three or more of the services we offer.

Our "value for money" scores improved again this year up 10% to 69% of respondents who rate the NLS either very strong or strong for this category. Historically this has been an area of weakness for NLS and we hope that customers continue to recognise that the NLS may not be the cheapest but for the service we offer, we represent great value.

94% of respondents said that the results provided by the NLS gave them the information they needed, an improvement of 8% in 2010 (86%).

Over 90% of respondents strongly agree or agree that the NLS is "easy to do business with", a small increase on 2010. 87% of respondents strongly agree or agree that NLS is responsive, down slightly from 90% in 2010. Almost 85% of respondents strongly agree or agree that NLS is a "credible partner", giving the same result as in 2010. Only 6% view NLS as "slow and bureaucratic", an improvement of 5% since 2010.

Market conditions

This year the NLS survey also provides an insight into market confidence, as we asked our customers a number of questions about the current fortunes and future plans for their own organisations.

Only 19% of respondents stated that they are "more confident" about their own business prospects than they were a year ago. "Competitive pressures", the "availability of capital" for investment and depressed "economic growth" were considered the main threats to future business success.

1 in 5 respondents are currently looking to cut their own costs further to survive, with the same proportion actively looking to new markets to help deliver their future growth.

Closing remarks

Once again the annual survey has provided invaluable information for the development of NLS and our relationship with you, our customers. These results clearly indicate that you still believe we are delivering a good service but that there are specific areas which we need to improve on to maintain our service level overall.

Thank you again to all who took the time to provide us with this feedback.

Ian Rippin
Commercial Director