Quality Survey

Formal feedback from clients, regarding the quality of work performed by RSSL's departments, is a valued mechanism for judging customer satisfaction and every month the Quality Assurance Unit issues a 'Quality Survey' to randomly selected clients. The survey requests clients to score RSSL on 'Quality of Service', 'Quality of Work' and Adherence to Timescale' over a score range of 1 (Unacceptable) to 5 (Excellent) and to pass on any comments concerning work carried out for them. Data and comments from these surveys are then collated by the Quality Assurance Unit and scores lower than three, or where there are any adverse comments, are investigated in order to determine the source of customer dissatisfaction and prevent a recurrence.

The average scores for RSSL's laboratories are consistently high. The mean customer satisfaction scores since 2004 are 4.4 or higher indicating high levels of customer satisfaction.