Leading Edge was approached by a specialist oil analysis laboratory to track and assess the laboratory’s performance in relation to its client base on a quarterly 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.
Research Methodology
To meet project objectives, Leading Edge developed a comprehensive questionnaire tailored to capture specific technical areas deemed important by the client. The questionnaire was designed to gather both quantitative performance scores and qualitative comments, 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. This approach allowed for detailed and direct feedback from clients.
Data Analysis and Reporting
Each quarter, the Leading Edge team produced a summary PowerPoint report that included a variety of key charts and verbatim comments from clients. These reports highlighted critical issues and emerging trends, providing the laboratory with clear and actionable insights into its performance across various metrics.
Strategic Outcomes and Client Benefits
Through Leading Edge’s methodical and detailed evaluation approach, the laboratory was able to gain a deeper understanding of its performance from the perspective of its clients. It enabled continuous tracking of client Key Performance Indicators (KPIs), offering not just a snapshot of performance but also trends over time. This regular appraisal provided the laboratory with an independent assessment of their service quality, a process they had not implemented internally prior to this. Insights gained from these assessments permitted the laboratory to make informed decisions about where to focus their improvement efforts, ensuring they could adapt to client needs and enhance their service delivery effectively.
