NMS Labs Customer Satisfaction Survey
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NMS Labs is committed to improving the quality of services we deliver to our individual clients. Please assist us in our efforts by answering some questions. It will only take you about 5 minutes and your responses will help us to identify and meet your expectations. Thank you for your cooperation.
How long have you been using NMS Labs for your testing needs?
How long have you been using NMS Labs for your testing needs?
Less than 6 months
1 to 3 years
3 to 5 years
6 to 10 years
More than 10 years
How frequently do you purchase from NMS Labs?
How frequently do you purchase from NMS Labs?
Every day
Every week
Every 2-3 weeks
Every month
Every 2-3 months
Every 4-6 months
Once or twice a year
How would you rate your overall satisfaction with NMS Labs?
How would you rate your overall satisfaction with NMS Labs?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
How likely is it that you would recommend NMS Labs to a colleague?
How likely is it that you would recommend NMS Labs to a colleague?
Very likely
Likely
Neutral
Unlikely
Very unlikely
Please complete the following. NMS Labs services typically...
Please complete the following. NMS Labs services typically...
Are better than expected
Meet my expectations
Are worse than expected
Please indicate your level of satisfaction with the following attributes of NMS Labs.
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Delivery of Service
*
Please indicate your level of satisfaction with the following attributes of NMS Labs. Delivery of Service Very satisfied
Delivery of Service Satisfied
Delivery of Service Neutral
Delivery of Service Dissatisfied
Delivery of Service Very dissatisfied
Customer Support
Customer Support Very satisfied
Customer Support Satisfied
Customer Support Neutral
Customer Support Dissatisfied
Customer Support Very dissatisfied
Sales Staff
Sales Staff Very satisfied
Sales Staff Satisfied
Sales Staff Neutral
Sales Staff Dissatisfied
Sales Staff Very dissatisfied
Professionalism
Professionalism Very satisfied
Professionalism Satisfied
Professionalism Neutral
Professionalism Dissatisfied
Professionalism Very dissatisfied
Quality
Quality Very satisfied
Quality Satisfied
Quality Neutral
Quality Dissatisfied
Quality Very dissatisfied
Price
Price Very satisfied
Price Satisfied
Price Neutral
Price Dissatisfied
Price Very dissatisfied
Turnaround Time
Turnaround Time Very satisfied
Turnaround Time Satisfied
Turnaround Time Neutral
Turnaround Time Dissatisfied
Turnaround Time Very dissatisfied
Breadth of Testing Capabilites
Breadth of Testing Capabilites Very satisfied
Breadth of Testing Capabilites Satisfied
Breadth of Testing Capabilites Neutral
Breadth of Testing Capabilites Dissatisfied
Breadth of Testing Capabilites Very dissatisfied
Accuracy of Test Results
Accuracy of Test Results Very satisfied
Accuracy of Test Results Satisfied
Accuracy of Test Results Neutral
Accuracy of Test Results Dissatisfied
Accuracy of Test Results Very dissatisfied
Fulfillment of Customer Needs
Fulfillment of Customer Needs Very satisfied
Fulfillment of Customer Needs Satisfied
Fulfillment of Customer Needs Neutral
Fulfillment of Customer Needs Dissatisfied
Fulfillment of Customer Needs Very dissatisfied
Methods of Communication
Methods of Communication Very satisfied
Methods of Communication Satisfied
Methods of Communication Neutral
Methods of Communication Dissatisfied
Methods of Communication Very dissatisfied
Post-service Follow-up
Post-service Follow-up Very satisfied
Post-service Follow-up Satisfied
Post-service Follow-up Neutral
Post-service Follow-up Dissatisfied
Post-service Follow-up Very dissatisfied
Knowledge of Staff
Knowledge of Staff Very satisfied
Knowledge of Staff Satisfied
Knowledge of Staff Neutral
Knowledge of Staff Dissatisfied
Knowledge of Staff Very dissatisfied
How likely are you to continue doing business with NMS Labs?
How likely are you to continue doing business with NMS Labs?
Very likely
Likely
Neutral
Unlikely
Very unlikely
What is the single most important reason that you have selected NMS Labs for your laboratory testing needs?
What is the single most important reason that you have selected NMS Labs for your laboratory testing needs?
How would you compare the value of testing at NMS Labs to that of other laboratories?
How would you compare the value of testing at NMS Labs to that of other laboratories?
Much higher
Higher
Equivalent
Lower
Much lower
If you could have any new laboratory test developed, what would that test be?
If you could have any new laboratory test developed, what would that test be?
What category of testing most interests you? (Please select all categories of interest.)
What category of testing most interests you? (Please select all categories of interest.)
Cancer drugs
Molecular diagnostics
Endocrinology
Therapeutic and abused drugs
DUI/DUID toxicology
Designer drugs
Environmental exposure
Metals
Other (please specify)
What is the one thing you think of when you hear the name "NMS Labs"?
What is the one thing you think of when you hear the name "NMS Labs"?
On a scale of 1 through 5, with 5 being the highest, how would you rate NMS Labs as an INNOVATOR in the laboratory industry?
On a scale of 1 through 5, with 5 being the highest, how would you rate NMS Labs as an INNOVATOR in the laboratory industry?
1
2
3
4
5
On a scale of 1 through 5, with 5 being the highest, how would you rate NMS Labs as a LEADER in the laboratory industry?
On a scale of 1 through 5, with 5 being the highest, how would you rate NMS Labs as a LEADER in the laboratory industry?
1
2
3
4
5
How, if at all, do you think the perception of NMS Labs might need to change in the future?
How, if at all, do you think the perception of NMS Labs might need to change in the future?
Would you be willing to provide NMS Labs with a testimonial that can be placed on the website?
Would you be willing to provide NMS Labs with a testimonial that can be placed on the website?
Yes
No
If you selected yes, please write your testimonial here:
How satisfied are you overall with NMS Labs Client Services Support?
How satisfied are you overall with NMS Labs Client Services Support?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
How satisfied were you with how the NMS Labs Client Support staff resolved your most recent issue?
How satisfied were you with how the NMS Labs Client Support staff resolved your most recent issue?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
N/A
Please rate NMS Labs Client Services Representatives on the following attributes.
Very good
Good
Fair
Poor
Very poor
N/A
Responsiveness
*
Please rate NMS Labs Client Services Representatives on the following attributes. Responsiveness Very good
Responsiveness Good
Responsiveness Fair
Responsiveness Poor
Responsiveness Very poor
Responsiveness N/A
Professionalism
Professionalism Very good
Professionalism Good
Professionalism Fair
Professionalism Poor
Professionalism Very poor
Professionalism N/A
Politeness
Politeness Very good
Politeness Good
Politeness Fair
Politeness Poor
Politeness Very poor
Politeness N/A
Knowledge of a problem
Knowledge of a problem Very good
Knowledge of a problem Good
Knowledge of a problem Fair
Knowledge of a problem Poor
Knowledge of a problem Very poor
Knowledge of a problem N/A
Efficiency in solving a problem
Efficiency in solving a problem Very good
Efficiency in solving a problem Good
Efficiency in solving a problem Fair
Efficiency in solving a problem Poor
Efficiency in solving a problem Very poor
Efficiency in solving a problem N/A
Manner of handling follow-up questions
Manner of handling follow-up questions Very good
Manner of handling follow-up questions Good
Manner of handling follow-up questions Fair
Manner of handling follow-up questions Poor
Manner of handling follow-up questions Very poor
Manner of handling follow-up questions N/A
How long do you typically have to wait on the telephone before an NMS Labs Client Support representative is available?
How long do you typically have to wait on the telephone before an NMS Labs Client Support representative is available?
Less than 1 minute
1 to 3 minutes
3 to 5 minutes
How would you rate your overall satisfaction with the information available on NMS Labs website?
How would you rate your overall satisfaction with the information available on NMS Labs website?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
How would you rate your overall satisfaction with NMS Labs online test catalog?
How would you rate your overall satisfaction with NMS Labs online test catalog?
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Are you using NMS Labs online Web Portal?
Are you using NMS Labs online Web Portal?
Yes
No -- If you select No, please omit the next question.
If you ARE using NMS Labs Web Portal, please indicate your level of satisfaction with the following attributes.
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Ease of Setup
*
If you ARE using NMS Labs Web Portal, please indicate your level of satisfaction with the following attributes. Ease of Setup Very Satisfied
Ease of Setup Satisfied
Ease of Setup Neutral
Ease of Setup Dissatisfied
Ease of Setup Very Dissatisfied
Ease of Use
Ease of Use Very Satisfied
Ease of Use Satisfied
Ease of Use Neutral
Ease of Use Dissatisfied
Ease of Use Very Dissatisfied
Immediate Access to Results
Immediate Access to Results Very Satisfied
Immediate Access to Results Satisfied
Immediate Access to Results Neutral
Immediate Access to Results Dissatisfied
Immediate Access to Results Very Dissatisfied
Easy-to-read Report Views
Easy-to-read Report Views Very Satisfied
Easy-to-read Report Views Satisfied
Easy-to-read Report Views Neutral
Easy-to-read Report Views Dissatisfied
Easy-to-read Report Views Very Dissatisfied
Security
Security Very Satisfied
Security Satisfied
Security Neutral
Security Dissatisfied
Security Very Dissatisfied
Search Features
Search Features Very Satisfied
Search Features Satisfied
Search Features Neutral
Search Features Dissatisfied
Search Features Very Dissatisfied
Are you aware that NMS Labs was recently certified with ISO 15189?
Are you aware that NMS Labs was recently certified with ISO 15189?
Yes
No
How did you find out about this survey?
How did you find out about this survey?
Email
NMS Labs Client Support
NMS Labs website
Other (please specify)
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