Leading Edge was commissioned by a prominent UK laboratory specialising in environmental and food testing services to conduct an extensive customer feedback study. The laboratory’s goal was to engage with its customers across the UK to gather insights into their service satisfaction and identify areas for improvement. The focus of the research encompassed four critical testing areas: water/wastewater, contaminated land, air, and food testing.
Development of Research Tools and Methodology
To effectively meet the project’s objectives, Leading Edge developed a detailed research programme to be conducted on a quarterly and biannual basis. This was structured around a standardised questionnaire designed to facilitate consistent results comparison across different laboratories. Given the varied nature of the testing services, the questionnaire included specific questions tailored to each of the four testing areas to capture the unique aspects and challenges associated with each.
Data Collection Process
The primary method of data collection employed by Leading Edge was telephone interviews conducted using a Computer-Assisted Telephone Interviewing (CATI) system. This approach enabled direct and efficient interaction with the laboratory’s clients, ensuring that detailed and actionable feedback was captured.
Analysis and Reporting
After collecting the data, Leading Edge analysed results to identify key performance indicators and trends within each testing service area. The findings from this analysis were compiled into succinct PowerPoint reports that highlighted significant insights and provided the laboratory with clear visibility into their service performance across different sectors.
Client Benefits and Strategic Impact
The regular research program instituted by Leading Edge proved to be a valuable tool for the laboratory. It not only allowed for the ongoing monitoring of client satisfaction Key Performance Indicators (KPIs) but also offered insights into performance trends over time. Importantly, the direct feedback from key clients provided an independent assessment of the laboratory’s service quality – a perspective that the laboratory had not previously captured internally.
