First results customer satisfaction survey (CSS); Poland & Czech Republic

29 March 2019

The opinion of our participating GMP+ certified companies is very important to us. That is why, in the period from October 25th until December 1st2018, Satius bv carried out an independent and objective customer satisfaction survey in Poland and the Czech Republic. With the help of online questionnaires, the participating companies were given the opportunity to answer 40 questions about their experience with GMP+ International.

The outcome of the CSS will be measured by so-called Key Performance Indicators (KPIs). These KPI’s will guide us through the process of analyzing the results. These 3 KPIs; Competition, Price/ Quality and Recommendation are graded with a score from 1 to 6. The average final grade for Poland was 7,8 on a scale from 1 to 10 and for Czech Republic, this was 7,5. Descent grades, but of course, there is always room for improvement.

The processes that affect the KPIs are Business Development, Products & Services, Marketing and Communication and the Helpdesk. These are the  ‘dials’ that we, as an organization, must ‘turn’ to improve these KPIs.

Conclusion

The survey has shown that GMP+ certification is very important to you and a requirement from the market. The work relationship between your company and the Certification Body was assessed as “good”. In addition, the grade for the GMP+ International newsletters is more than adequate and the website is given positive feedback as well.

The Helpdesk is truly appreciated, but should be brought more to the attention of the GMP+ certified companies. The products and services are assessed as more than satisfactory as well, but must also be brought more to the attention of the GMP+ certified companies.

Subsequent steps

In the following weeks, we will further analyze the results with Satius and draw up a concrete improvement plan for the Polish and Czech market.

We like to thank all participating companies for their cooperation, we truly appreciate it.

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