Customer Satisfaction WBVR Diagnostics September 2024 Your data Your data At Wageningen Bioveterinary Research (WBVR, part of Wageningen University & Research) we appreciate your opinion on the services we offer. Filling in this survey gives you an opportunity to share your thought about our services with us. It only takes 5 minutes to complete the questions. The results will help us to further improve our services. Some questions ask for an assessment of the service provided. You can do this by giving a rating between 10 (excellent) and 1 (highly unsatisfactory). Privacy and anonymity The results of this customer satisfaction survey are processed anonymously. Within the framework of privacy legislation, the system does not link your answers to an e-mail address. As a result, filling in the questionnaire cannot be interrupted once you started it. We therefore ask you to complete the survey in one go so that your answers are included in the results. A. Contact with WBVR Have you had any contact with WBVR (phone/email) in the past year?* No Yes Have you been in touch with WBVR via phone?* No Yes How do you rate WBVR's telephone accessibility? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 How satisfied are you with the way your question was answered/processed? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 How would you rate the quality of the information you received during the telephone contact? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 Do you have any suggestions or comments in relation to the telephone contact? We would like to hear them: Have you been in touch with WBVR by email?* No Yes Has your email been answered within a reasonable time? (10 = Above expectations quick / 1 = Much too late) * 10 9 8 7 6 5 4 3 2 1 How satisfied are you with the way your query was answered/responded to? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 How would you rate the quality of the information you received during the email contact? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 Do you have any suggestions or comments following the email contact? We would like to hear them: B. Diagnostics on WBVR website Have you visited our website Diagnostics: testing for animal diseases or the News in testing page in the past year looking for information (e.g. in the context of export/screening/KI-worthiness)? No Yes Did you search for the rates (list) for analyses?* No Yes Is the fee list - and therefore the fees - easy to find? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 In the fee list, can you easily find the information about the examinations?* No Yes How do you rate the quality of the information on examinations given to you through the fee list? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 You searched for ‘Order forms’?* No Yes Are the assignment forms easy to find? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 C. Submission material Have you submitted any material for research in the past year* No Yes How many samples do you estimate you send in on an annual basis?* 1 – 50 samples 50 – 500 samples 500 – 1000 samples more than 1000 samples How often do you submit samples on an estimated annual basis?* Daily Weekly Monthly Only a few times a year From which animal species do you mainly send in samples (several answers possible)?* Dog Bovine Cat Pig Chicken/poultry Fish Horse Other, namely Upon completion of the performed tests requested by the order form, WBVR reports the test results to its clients. Some results are reported on an interim basis. How do you rate the turnaround time of the examination? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 We try to keep our clients informed as much as possible in case of deviations from the turnaround time. How do you rate the provision of information about the deviating lead time? (10 = Excellent / 1 = Unsatisfactory) * 10 9 8 7 6 5 4 3 2 1 Do you have any suggestions or comments following the reporting of test results? We would like to hear them: Are there any tests missing from our offer that you would like to see added? We would like to hear which ones: WBVR makes every effort to keep/make the service for its customers as satisfactory as possible. We would like to hear from you how we can further improve our service: Privacy* I agree with the use of my personal data for the purpose detailed above. The privacy statement of WUR applies to this use of your personal data. Read the privacy statement Share: Twitter Whatsapp Email Linkedin Other