Chris was approached by a specialist laboratory to track and assess its performance in relation to its client base on a regular basis. This initiative aimed to uncover key insights that would facilitate long-term improvements in service delivery, ensuring the laboratory remained at the forefront in its sector.

To meet project objectives, a comprehensive questionnaire was developed to capture specific technical areas deemed important by the client. The questionnaire was designed to gather both quantitative performance scores and qualitative comments thus providing a holistic view of the laboratory’s service quality. To enhance the accuracy and depth of the data collected, telephone interviews were conducted using a Computer-Assisted Telephone Interviewing (CATI) system.

Reports generated from the research include a variety of key charts and verbatim comments from clients with the aim of highlighting critical issues and emerging trends. The aim being to provide the laboratory with clear and actionable insights into its performance across various metrics.