Fapas® Customer Satisfaction Survey 2021

Welcome to the Fapas® Customer Satisfaction Survey for 2021. Thank you for your continued support during the past 12 months; we truly appreciate it, following the difficulties we have all faced due to the global pandemic. We also appreciate your help in completing our 2021 Customer Satisfaction Survey. You are welcome to complete the survey anonymously if you wish to do so, or you can add your contact information below. Please be aware that if you choose not to enter contact details we will not be able to respond to any specific issues or requests you raise in the survey.

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* 1. Contact details

Name:

Email Address

Company Name

City

Country

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* 2. How long have you been a customer of Fapas?

Less than 6 months

6-12 months

1-2 years

3-5 years

5-10 years

More than 10 years

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* 3. How would you rate the quality of Fapas' proficiency testing?

Very High

High

Satisfactory

Low

Very Low

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* 4. How would you rate the value for money of Fapas proficiency testing?

Excellent

Above average

Average

Below average

Poor

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* 5. How often do you participate in proficiency tests?

Monthly

Quarterly

Every 6 months

Annually

Less than annually

As required

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* 6. How often do you place orders for proficiency tests?

Annually

Annually then add as required

Quarterly

Every 6 months

Monthly

As required

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* 7. How likely are you to recommend Fapas to a colleague?

	Not at all	2	3	4	5	6	7	8	9	Extremely likely
Fapas	Fapas Not at all	Fapas 2	Fapas 3	Fapas 4	Fapas 5	Fapas 6	Fapas 7	Fapas 8	Fapas 9	Fapas Extremely likely

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* 8. How likely are you to replace Fapas with another supplier?

Not at all likely

Not likely

Somewhat likely

Very likely

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* 9. What percentage of your PT requirements do you buy from Fapas®?

More than 75%

50 - 75%

25 - 50%

Less than 25%

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* 10. What are the main reasons for using another proficiency testing provider?

Higher Quality

More frequent PT

Faster reporting

Product not available at Fapas

Better website

Better data entry system

Lower price

Discounts (bulk/regular)

Other (please specify)

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* 11. Please rate the following aspects of the Fapas Service

	Excellent	Good	As expected	Could be improved	Unsatisfactory	Not applicable
The quality of the reports	The quality of the reports Excellent	The quality of the reports Good	The quality of the reports As expected	The quality of the reports Could be improved	The quality of the reports Unsatisfactory	The quality of the reports Not applicable
The speed of reporting	The speed of reporting Excellent	The speed of reporting Good	The speed of reporting As expected	The speed of reporting Could be improved	The speed of reporting Unsatisfactory	The speed of reporting Not applicable
The customer service	The customer service Excellent	The customer service Good	The customer service As expected	The customer service Could be improved	The customer service Unsatisfactory	The customer service Not applicable
The technical support	The technical support Excellent	The technical support Good	The technical support As expected	The technical support Could be improved	The technical support Unsatisfactory	The technical support Not applicable
The packaging and transport of samples	The packaging and transport of samples Excellent	The packaging and transport of samples Good	The packaging and transport of samples As expected	The packaging and transport of samples Could be improved	The packaging and transport of samples Unsatisfactory	The packaging and transport of samples Not applicable
The Fapas website	The Fapas website Excellent	The Fapas website Good	The Fapas website As expected	The Fapas website Could be improved	The Fapas website Unsatisfactory	The Fapas website Not applicable

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* 12. How easy is it to find what you are looking for on the website?

Extremely easy

Very easy

Somewhat easy

Not so easy

Not at all easy

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* 13. Does the new search function of the Fapas® website make searching:

Much easier than before

Easier than before

No different to before

Harder than before

Comment:

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* 14. Do you use the charting function on the website to trend your PT results ?

Yes I use this function

I know about this function but I don't use it

I did not know this function was available

I did not know this function was available - I will use it in future

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* 15. Do you use the multiple result entry function on the website?

Yes I use this function

I know about this function but I don't use it

I did not know this function was available

I did not know this function was available - I will use it in future

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* 16. Do you use the easy re-order function on the website?

Yes I use this function

I know about this function but I don't use it

I did not know this function was available

I don't use this function because I order via my Fapas® Agent

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* 17. Do you have any suggestions about how we can improve our website?

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* 18. Do you have any suggestions to improve the Fapas Service?

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* 19. Do you have any suggestions for new Proficiency Tests?

Matrix

Analytes and levels

Sample size

Other comment