Customer satisfaction survey
Postponed survey for 2019 / 2020 until September
Due to the COVID-19 pandemic, we’ve decided to wait until September before we send our next survey to transfusion lab managers. However, this doesn’t mean you can’t get in touch with us before then: we want to hear from you, whether you have a complaint or if you’re impressed because we’ve exceeded your expectations with our service.
Our team of Customer Service Managers are always at the end of a phone, ready to answer any queries or listen to your suggestions, or you can use our form, if you prefer to write.
First survey for 2019 / 20
We sent our survey to transfusion laboratory managers in September last year, asking for their scores and comments on our services including blood supply, delivery services, RCI and how easy we are to do business with.
In response to your scores and comments these are some of things we've done:
We have taken your feedback to the Senior Management Team responsible for each area of service. Our intention is, after the second survey this year, to share with you what actions these teams will be taking. We will be making these clear and transparent. You can rate how successful these actions have been by taking part in the next survey.
We have secured a review of the training given to courier drivers from our logistics partners because your satisfaction score was low. If you consider this has resulted in a better service then please let us know in the following survey.
We have passed your scores and comments onto your Customer Service Manager. They will be in touch to discuss any low scores or adverse comments and work with you to resolve them.
We will monitor how you rate the area of service discussed to see if this has improved, over subsequent surveys.
A score of 1 is totally dissatisfied, and 10 is totally satisfied. In terms of your satisfaction (scores of 7 or above) as a percentage;
98.6% of you are satisfied with the range specification and quality of blood and blood components
97.8% of you are satisfied with the availability of the full range of blood & blood components
98.6% of you are satisfied with the process for ordering blood & blood components
98.6% of you are satisfied with the service provided by the Hospital Service Department
86.0% of you are satisfied with the routine delivery service & how it meets your hospital needs
95.8% of you are satisfied with the ad hoc delivery service & how it meets your hospital needs
95.7 of you are satisfied with the emergency delivery service & how it meets your hospital needs
98.5% of you are satisfied with the delivery service provided by drivers
90.3% of you are satisfied with the delivery service provided by couriers
97.1% of you are satisfied with the process for referring work to the RCI laboratory
94.1% of you are satisfied with the turnaround time to receive the final RCI report
97.0% of you are satisfied with the format and content of the final RCI report
92.5% of you are satisfied with the extent to which the RCI service meets your hospital needs
99.2% of you are satisfied with the extent to which H&I and the provision of matched platelets meets your needs
96.2% of you are satisfied with the Customer Service response to your queries, communications etc.
99.1% of you are satisfied with the clinical team and their response to your enquiries
97.1% of you are satisfied with the overall service provided by us
96.2% of you are satisfied with how easy we are to do business with
140 out of 250 hospitals responded
That is a rate of 56%. This is an improvement on our previous survey, but we would like to hear from more of you.
How you can help us to improve your satisfaction
Take the survey. Tell us want you think. This is your opportunity to send us feedback to help us focus on developing our services; we will turn the insights we get from you into actions for us, to improve performance and customer satisfaction. We cannot do it without you.
What you tell us allows our team to become your voice, and deliver your messages throughout NHSBT.
What the results tell us
We're easy to do business with
95% of hospitals find us easy (7 or 8/10) or very easy (9 or 10/10) to do business with.
Hospitals are satisfied overall with NHSBT’s service
The average score is of 9.1 / 10