Customer Feedback

As part of Freiburg Medical Laboratory’s commitment to maintaining quality, every year we request our valued clients, which includes doctors and head of the clinics and clinical pathologist of laboratories, to complete an annual survey. The analysis below sums up the result of the survey conducted to measure customer satisfaction and help determine whether the services we provide meet or surpasses customers’ expectations and follow the previous iterations of the survey conducted in the previous years. This invaluable information enables us to make informed strategic decisions based on the customer’s priorities and our performance.

The survey covers a range of topics, including results and diagnosis, online reporting system and website accessibility, marketing team, staff hospitality, and the criteria of choosing a reference laboratory.

The survey’s purpose is to:

• Find out how customers rate our services
• To know what is important to our customers when choosing a referral laboratory
• Determine the factors that contribute to customer’s satisfaction or dissatisfaction
• Give the customer an opportunity to voice their suggestion, comment, and service priorities
• Motivate employees to perform better
• To determine where we need to focus our attention to increase customer satisfaction
• Help the organization remain aligned to its goals, create strategies, and initiate service improvements, and most importantly to improve customer relationships

• Click here to download the Customer Feedback Summary 2021 
• Click here to download the Customer Feedback Summary 2020 
• Click here to download the Customer Feedback Summary 2019