CTL Customer Satisfaction Survey Question Title * 1. How well do we do at meeting your expectations as a customer? Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Knowledgeable staff who understand my needs Knowledgeable staff who understand my needs Extremely Dissatisfied Knowledgeable staff who understand my needs Dissatisfied Knowledgeable staff who understand my needs Neutral Knowledgeable staff who understand my needs Satisfied Knowledgeable staff who understand my needs Extremely Satisfied Friendly and courteous service Friendly and courteous service Extremely Dissatisfied Friendly and courteous service Dissatisfied Friendly and courteous service Neutral Friendly and courteous service Satisfied Friendly and courteous service Extremely Satisfied Hours of operation fit my needs Hours of operation fit my needs Extremely Dissatisfied Hours of operation fit my needs Dissatisfied Hours of operation fit my needs Neutral Hours of operation fit my needs Satisfied Hours of operation fit my needs Extremely Satisfied Returns my call quickly and efficiently Returns my call quickly and efficiently Extremely Dissatisfied Returns my call quickly and efficiently Dissatisfied Returns my call quickly and efficiently Neutral Returns my call quickly and efficiently Satisfied Returns my call quickly and efficiently Extremely Satisfied Please let us know if there was a specific situation where we failed Question Title * 2. What is the most important aspect of customer service for you? Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied Knowledgeable staff who understand my needs Knowledgeable staff who understand my needs Extremely Satisfied Knowledgeable staff who understand my needs Satisfied Knowledgeable staff who understand my needs Neutral Knowledgeable staff who understand my needs Dissatisfied Knowledgeable staff who understand my needs Extremely Dissatisfied Friendly and courteous service Friendly and courteous service Extremely Satisfied Friendly and courteous service Satisfied Friendly and courteous service Neutral Friendly and courteous service Dissatisfied Friendly and courteous service Extremely Dissatisfied Hours of operation fit my needs Hours of operation fit my needs Extremely Satisfied Hours of operation fit my needs Satisfied Hours of operation fit my needs Neutral Hours of operation fit my needs Dissatisfied Hours of operation fit my needs Extremely Dissatisfied Returns my call quickly and efficiently Returns my call quickly and efficiently Extremely Satisfied Returns my call quickly and efficiently Satisfied Returns my call quickly and efficiently Neutral Returns my call quickly and efficiently Dissatisfied Returns my call quickly and efficiently Extremely Dissatisfied How can we improve? Question Title * 3. How satisfied are you with CTL's Reports and the way they are delivered? Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A How can we improve? Question Title * 4. How satisfied are you with CTL invoicing process and the way they are delivered? Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A How can we improve? Question Title * 5. What method do you currently use to send samples to us? Canada Post Purolator Loomis Fed Ex UPS Greyhound or other bus service Other courier Drop off in person Question Title * 6. How satisfied are you with the method you currently use to submit samples to us? Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied N/A Question Title * 7. How likely would you use an online form or app to submit sample information and service requests rather than using the current form? No interest Little interest Some Interest Interested Very Interested No interest Little interest Some Interest Interested Very Interested Question Title * 8. We have just updated our website www.ctl.mb.ca in the past year, how satisfied are you with? Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied N/A Website Design and navigation Website Design and navigation Extremely Dissatisfied Website Design and navigation Dissatisfied Website Design and navigation Neutral Website Design and navigation Satisfied Website Design and navigation Extremely Satisfied Website Design and navigation N/A Website content Website content Extremely Dissatisfied Website content Dissatisfied Website content Neutral Website content Satisfied Website content Extremely Satisfied Website content N/A Password protected site with reports Password protected site with reports Extremely Dissatisfied Password protected site with reports Dissatisfied Password protected site with reports Neutral Password protected site with reports Satisfied Password protected site with reports Extremely Satisfied Password protected site with reports N/A Contact us page Contact us page Extremely Dissatisfied Contact us page Dissatisfied Contact us page Neutral Contact us page Satisfied Contact us page Extremely Satisfied Contact us page N/A Please let us know if there is a specifc issue/problem with our website Question Title * 9. Below is a partial list of the tests CTL can provide, please check the appropriate boxes to any tests that apply to your needs. CTL performs the testing My Company's in house Lab/QC Other labs I was not aware you offered this service Mycotoxin Mycotoxin CTL performs the testing Mycotoxin My Company's in house Lab/QC Mycotoxin Other labs Mycotoxin I was not aware you offered this service Allergen Allergen CTL performs the testing Allergen My Company's in house Lab/QC Allergen Other labs Allergen I was not aware you offered this service Protein Protein CTL performs the testing Protein My Company's in house Lab/QC Protein Other labs Protein I was not aware you offered this service Moisture Moisture CTL performs the testing Moisture My Company's in house Lab/QC Moisture Other labs Moisture I was not aware you offered this service Fibre Fibre CTL performs the testing Fibre My Company's in house Lab/QC Fibre Other labs Fibre I was not aware you offered this service Fat Fat CTL performs the testing Fat My Company's in house Lab/QC Fat Other labs Fat I was not aware you offered this service Starch/Sugar Starch/Sugar CTL performs the testing Starch/Sugar My Company's in house Lab/QC Starch/Sugar Other labs Starch/Sugar I was not aware you offered this service Mineral Mineral CTL performs the testing Mineral My Company's in house Lab/QC Mineral Other labs Mineral I was not aware you offered this service Microbiology Microbiology CTL performs the testing Microbiology My Company's in house Lab/QC Microbiology Other labs Microbiology I was not aware you offered this service Water Water CTL performs the testing Water My Company's in house Lab/QC Water Other labs Water I was not aware you offered this service Compost/Manure Compost/Manure CTL performs the testing Compost/Manure My Company's in house Lab/QC Compost/Manure Other labs Compost/Manure I was not aware you offered this service Fertilizer Fertilizer CTL performs the testing Fertilizer My Company's in house Lab/QC Fertilizer Other labs Fertilizer I was not aware you offered this service Falling Number Falling Number CTL performs the testing Falling Number My Company's in house Lab/QC Falling Number Other labs Falling Number I was not aware you offered this service Pesticide residue Pesticide residue CTL performs the testing Pesticide residue My Company's in house Lab/QC Pesticide residue Other labs Pesticide residue I was not aware you offered this service Medication residue Medication residue CTL performs the testing Medication residue My Company's in house Lab/QC Medication residue Other labs Medication residue I was not aware you offered this service Amino Acid Amino Acid CTL performs the testing Amino Acid My Company's in house Lab/QC Amino Acid Other labs Amino Acid I was not aware you offered this service NIR NIR CTL performs the testing NIR My Company's in house Lab/QC NIR Other labs NIR I was not aware you offered this service What new services can we provide to you? Question Title * 10. If you use services other than CTL for testing please rate the reasons why? To a large extent To a moderate extent To some extent To little extent Not at all Better customer service Better customer service To a large extent Better customer service To a moderate extent Better customer service To some extent Better customer service To little extent Better customer service Not at all More accurate results More accurate results To a large extent More accurate results To a moderate extent More accurate results To some extent More accurate results To little extent More accurate results Not at all More consistent results More consistent results To a large extent More consistent results To a moderate extent More consistent results To some extent More consistent results To little extent More consistent results Not at all Better methodology Better methodology To a large extent Better methodology To a moderate extent Better methodology To some extent Better methodology To little extent Better methodology Not at all Better price Better price To a large extent Better price To a moderate extent Better price To some extent Better price To little extent Better price Not at all More convenient More convenient To a large extent More convenient To a moderate extent More convenient To some extent More convenient To little extent More convenient Not at all Turn around time Turn around time To a large extent Turn around time To a moderate extent Turn around time To some extent Turn around time To little extent Turn around time Not at all Sample submission method Sample submission method To a large extent Sample submission method To a moderate extent Sample submission method To some extent Sample submission method To little extent Sample submission method Not at all Question Title * 11. Why do you use our services? Please rank what is important to you. Very Unimportant Unimportant Neither important or Unimportant Important Very Important Food safety Food safety Very Unimportant Food safety Unimportant Food safety Neither important or Unimportant Food safety Important Food safety Very Important Feed safety Feed safety Very Unimportant Feed safety Unimportant Feed safety Neither important or Unimportant Feed safety Important Feed safety Very Important Increase efficiency Increase efficiency Very Unimportant Increase efficiency Unimportant Increase efficiency Neither important or Unimportant Increase efficiency Important Increase efficiency Very Important Save time Save time Very Unimportant Save time Unimportant Save time Neither important or Unimportant Save time Important Save time Very Important Save money Save money Very Unimportant Save money Unimportant Save money Neither important or Unimportant Save money Important Save money Very Important Expertise Expertise Very Unimportant Expertise Unimportant Expertise Neither important or Unimportant Expertise Important Expertise Very Important Regulatory Regulatory Very Unimportant Regulatory Unimportant Regulatory Neither important or Unimportant Regulatory Important Regulatory Very Important ISO ISO Very Unimportant ISO Unimportant ISO Neither important or Unimportant ISO Important ISO Very Important Customer Service Customer Service Very Unimportant Customer Service Unimportant Customer Service Neither important or Unimportant Customer Service Important Customer Service Very Important Question Title * 12. What is your overall satisfaction of Central Testing Laboratory? Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied Question Title * 13. Please add any additional comments you have regarding Central Testing Laboratory Question Title * 14. Please provide your contact information if you would like us to contact you regarding this survey: Company: Contact: Address: City, Province, Postal Code: Done