Lancaster Laboratories Environmental

Environmental NEWS - Fall 2011

Survey says…

Lancaster Laboratories conducted its annual Customer Satisfaction Survey, which always provides valuable customer insight on positive service offerings and experiences, as well as areas for improvement. Overall in all categories, including: Responsiveness, Communication, Technical Knowledge, Timeliness & Contents of Bottles, Report Accuracy, Turnaround Time, EDD Accuracy and Turnaround Time, Data Package Accuracy and Turnaround Time and Technical Satisfaction, 95 percent of our clients rate us as Meeting, Exceeding or Outstanding in terms of their requirements. Thanks to the nearly 500 clients who offered feedback. Here’s a small sampling of what you had to say:

What is Lancaster Laboratories doing well?

• Customer service is excellent.
• Technical knowledge is strong.
• The response time is great; the availability to help or answer questions is fantastic.
• Bottle order deliveries are always perfect; reports are always on time and accurate; issues with samples are communicated quickly and effectively.
• Good turnaround time of lab reports, report format is clear and user friendly; bottle delivery is on time.
• Lancaster Labs is a reliable business partner.
• Just about everything.

Of course we’d lead with a few positives, now here are some improvements/suggestions you had:

• Price, but I feel that we do get our money’s worth.
• Faster turnaround time.
• Control of their subcontractors.
• Expanded courier service.
• At times, Lancaster may be expensive but you get what you pay for and paying more for better technical services is acceptable at times.
• I receive multiple e-mails about the same analytical results sometimes.
• Should think about giving gifts for surveys!

While we very much appreciate your positive feedback, we are also extremely interested in your suggestions for improvement and therefore will actively follow up on all comments provided. Thank you for taking the time to help us serve you better.