Clinical Reference Laboratory- Customer Satisfaction Survey 2013

Clinical Reference Laboratory would like to ask you to take 2 to 3 minutes to give us your feedback (11 questions).

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* 1. Please select your primary area of responsibility:

Underwriter

New Business Support

Management/Operations

Medical Department

Information Technology

Other (please specify)

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* 2. How do you rate CRL's Laboratory Services on:

	5- Excellent	4	3- Average	2	1- Poor	N/A
Accuracy	Accuracy 5- Excellent	Accuracy 4	Accuracy 3- Average	Accuracy 2	Accuracy 1- Poor	Accuracy N/A
Turnaround time	Turnaround time 5- Excellent	Turnaround time 4	Turnaround time 3- Average	Turnaround time 2	Turnaround time 1- Poor	Turnaround time N/A
Technical knowledge	Technical knowledge 5- Excellent	Technical knowledge 4	Technical knowledge 3- Average	Technical knowledge 2	Technical knowledge 1- Poor	Technical knowledge N/A

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* 3. How do you rate CRL Customer Service Representatives on:

	5- Excellent	4	3- Average	2	1- Poor	N/A
Speed of answering calls	Speed of answering calls 5- Excellent	Speed of answering calls 4	Speed of answering calls 3- Average	Speed of answering calls 2	Speed of answering calls 1- Poor	Speed of answering calls N/A
Courtesy	Courtesy 5- Excellent	Courtesy 4	Courtesy 3- Average	Courtesy 2	Courtesy 1- Poor	Courtesy N/A
Helpfulness	Helpfulness 5- Excellent	Helpfulness 4	Helpfulness 3- Average	Helpfulness 2	Helpfulness 1- Poor	Helpfulness N/A
Professionalism	Professionalism 5- Excellent	Professionalism 4	Professionalism 3- Average	Professionalism 2	Professionalism 1- Poor	Professionalism N/A
Knowledge	Knowledge 5- Excellent	Knowledge 4	Knowledge 3- Average	Knowledge 2	Knowledge 1- Poor	Knowledge N/A
Follow-up	Follow-up 5- Excellent	Follow-up 4	Follow-up 3- Average	Follow-up 2	Follow-up 1- Poor	Follow-up N/A

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* 4. How do you rate your CRL Sales Representative:

	5-Excellent	4	3-Average	2	1 - Poor	N/A
Ability to communicate	Ability to communicate 5-Excellent	Ability to communicate 4	Ability to communicate 3-Average	Ability to communicate 2	Ability to communicate 1 - Poor	Ability to communicate N/A
Courtesy	Courtesy 5-Excellent	Courtesy 4	Courtesy 3-Average	Courtesy 2	Courtesy 1 - Poor	Courtesy N/A
Helpfulness	Helpfulness 5-Excellent	Helpfulness 4	Helpfulness 3-Average	Helpfulness 2	Helpfulness 1 - Poor	Helpfulness N/A
Professionalism	Professionalism 5-Excellent	Professionalism 4	Professionalism 3-Average	Professionalism 2	Professionalism 1 - Poor	Professionalism N/A
Knowledge of services	Knowledge of services 5-Excellent	Knowledge of services 4	Knowledge of services 3-Average	Knowledge of services 2	Knowledge of services 1 - Poor	Knowledge of services N/A
Response time	Response time 5-Excellent	Response time 4	Response time 3-Average	Response time 2	Response time 1 - Poor	Response time N/A

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* 5. How do you rate CRL's Information Systems Staff on:

	5- Excellent	4	3- Average	2	1- Poor	N/A
Response time	Response time 5- Excellent	Response time 4	Response time 3- Average	Response time 2	Response time 1- Poor	Response time N/A
Courtesy	Courtesy 5- Excellent	Courtesy 4	Courtesy 3- Average	Courtesy 2	Courtesy 1- Poor	Courtesy N/A
Helpfulness	Helpfulness 5- Excellent	Helpfulness 4	Helpfulness 3- Average	Helpfulness 2	Helpfulness 1- Poor	Helpfulness N/A
Professionalism	Professionalism 5- Excellent	Professionalism 4	Professionalism 3- Average	Professionalism 2	Professionalism 1- Poor	Professionalism N/A
Knowledge	Knowledge 5- Excellent	Knowledge 4	Knowledge 3- Average	Knowledge 2	Knowledge 1- Poor	Knowledge N/A

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* 6. How do you rate CRL's Billing Department on:

	5- Excellent	4	3- Average	2	1- Poor	N/A
Speed of answering calls	Speed of answering calls 5- Excellent	Speed of answering calls 4	Speed of answering calls 3- Average	Speed of answering calls 2	Speed of answering calls 1- Poor	Speed of answering calls N/A
Courtesy	Courtesy 5- Excellent	Courtesy 4	Courtesy 3- Average	Courtesy 2	Courtesy 1- Poor	Courtesy N/A
Helpfulness	Helpfulness 5- Excellent	Helpfulness 4	Helpfulness 3- Average	Helpfulness 2	Helpfulness 1- Poor	Helpfulness N/A
Accuracy	Accuracy 5- Excellent	Accuracy 4	Accuracy 3- Average	Accuracy 2	Accuracy 1- Poor	Accuracy N/A
Promptness of billing	Promptness of billing 5- Excellent	Promptness of billing 4	Promptness of billing 3- Average	Promptness of billing 2	Promptness of billing 1- Poor	Promptness of billing N/A
Follow-up	Follow-up 5- Excellent	Follow-up 4	Follow-up 3- Average	Follow-up 2	Follow-up 1- Poor	Follow-up N/A

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* 7. How would you rate CRL's continued education offerings on:

	5-Excellent	4	3- Average	2	1- Poor	NA
Mortality R&D	Mortality R&D 5-Excellent	Mortality R&D 4	Mortality R&D 3- Average	Mortality R&D 2	Mortality R&D 1- Poor	Mortality R&D NA
Bulletins	Bulletins 5-Excellent	Bulletins 4	Bulletins 3- Average	Bulletins 2	Bulletins 1- Poor	Bulletins NA
Published articles	Published articles 5-Excellent	Published articles 4	Published articles 3- Average	Published articles 2	Published articles 1- Poor	Published articles NA
Webinars	Webinars 5-Excellent	Webinars 4	Webinars 3- Average	Webinars 2	Webinars 1- Poor	Webinars NA
Sales presentations - In person & online	Sales presentations - In person & online 5-Excellent	Sales presentations - In person & online 4	Sales presentations - In person & online 3- Average	Sales presentations - In person & online 2	Sales presentations - In person & online 1- Poor	Sales presentations - In person & online NA
eNews-Reference Point	eNews-Reference Point 5-Excellent	eNews-Reference Point 4	eNews-Reference Point 3- Average	eNews-Reference Point 2	eNews-Reference Point 1- Poor	eNews-Reference Point NA

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* 8. Please take a moment to describe what we can do better, especially if your response was a 3 or lower, on any of the questions above.

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* 9. Overall would you recommend CRL to another company:

5- Definitely would

4

3

2

1- Definitely would not

N/A

Please explain why? (optional)

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* 10. Your Name (Optional):

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* 11. Company Name (Optional):