DES Laboratory Customer Satisfaction Survey

Dear Laboratory Customer,

We value your opinion and would like to know how we can make your DES Laboratory experience better. Providing the highest quality services to our customers is our number one goal. Please take a few minutes to fill in our short survey. Thank you.

1. What type of customer would you consider yourself?

What type of customer would you consider yourself? Homeowner

Public Water Supplier (includes restaurants, day cares, rentals, etc.)

Volunteer Lake/River Monitor

DES Waste Management Division staff

DES Water Division staff

Another State Agency representative

Other (please specify)

2. How frequently do you use the DES Laboratory?

How frequently do you use the DES Laboratory? This is my first time

Weekly

Monthly

Annually

Several times per year

3. Why do you choose to use the DES Laboratory? (Please check all that apply).

Why do you choose to use the DES Laboratory? (Please check all that apply). Convenience Lab reputation Necessary to achieve your program objectives Only lab to provide the analysis needed High value/Quality of service	Cost effectiveness Ability to provide timely response Electronic ordering of test kits Electronic reporting DES employee
Other (please specify)

4. How satisfied are you with each of the following technical services? Please provide specific examples of any services that exceeded or did not meet your expectations in the comment box.

	Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Quality/reliability of test results.	How satisfied are you with each of the following technical services? Please provide specific examples of any services that exceeded or did not meet your expectations in the comment box. Quality/reliability of test results. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Turn-around times for routine tests.	Turn-around times for routine tests. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Variety of test types offered.	Variety of test types offered. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Response to technical questions and concerns.	Response to technical questions and concerns. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Quality of phone and email communications with lab staff.	Quality of phone and email communications with lab staff. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Clarity/usefulness of the lab report and/or supporting documentation you received.	Clarity/usefulness of the lab report and/or supporting documentation you received. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Scope of services offered.	Scope of services offered. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know
Cost of tests.	Cost of tests. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply/Don't Know

Examples

5. For each of the following Administrative/Support Services, please rate your experience. Please provide specific examples of any services that exceeded or did not meet your expectations in the comment box.

	Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Lab staff were knowledgeable, helpful, courteous and professional.	For each of the following Administrative/Support Services, please rate your experience. Please provide specific examples of any services that exceeded or did not meet your expectations in the comment box. Lab staff were knowledgeable, helpful, courteous and professional. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Response was prompt.	Response was prompt. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Satisfaction with resolution to a concern.	Satisfaction with resolution to a concern. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Received requested information or test containers in a timely manner.	Received requested information or test containers in a timely manner. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Information received was clear and useful.	Information received was clear and useful. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Information on the lab website was useful and easy to locate.	Information on the lab website was useful and easy to locate. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply
Business hours are convenient.	Business hours are convenient. Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Does Not Apply

Examples

6. Please rate your overall experience with the services you have received from the DES Laboratory.

	Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Don't Know
Overall Experience	Please rate your overall experience with the services you have received from the DES Laboratory. Overall Experience Exceeded Expectations	Met Expectations	Did Not Meet Expectations	Don't Know

7. What can we do to better serve you? Please add any additional comments or suggestions relative to your satisfaction with the DES Laboratory, your experiences with the lab support or business staff, improving our services, or a general comment.

What can we do to better serve you? Please add any additional comments or suggestions relative to your satisfaction with the DES Laboratory, your experiences with the lab support or business staff, improving our services, or a general comment.

8. Thank you for completing the DES Laboratory Customer Satisfaction Survey. If you would like to receive a response to your comments, please provide your name, phone number, address and/or email address.

Thank you for completing the DES Laboratory Customer Satisfaction Survey. If you would like to receive a response to your comments, please provide your name, phone number, address and/or email address.

1. Customer Satisfaction Survey