As part of our ongoing commitment to our clients to ensure first-class service and quality delivery of results in 2019, we introduced our customer survey.
Every client who purchases a test and completes the submission and results process receives a short customer survey from us.
As part of our global allergy and intolerance recognition and development process, we not only survey clients about the product and service standards they receive from us, but we offer them the chance to provide information on their symptoms, any improvements in health and comments they may have.
Our customer survey key facts:
Only clients who have completed our full customer journey receive a survey. The individuals have submitted their sample to us, received results and started their 28-day follow up programme.
Surveys are 100% confidential, and we are unable to identify individuals from replies.
The information given is used to enhance our testing service, customer care, and product offering.
The information is used to understand the effect testing has on individuals and any health improvements that are experienced.
We do not share this data with any other party and do not use for individual targeted marketing purposes.
The information on symptoms and wellness is collated to assist in the development of further information, articles and programmes to support sufferers of allergies, intolerance, sensitivities or other dietary-related conditions.
The key statistics are collated on a monthly basis automatically, and our website is updated to display the current results of three key areas:
Others that felt they were suffering from symptoms prior to testing
Satisfaction of product and/or service by recommendation to others
Satisfaction of speed of service
We annually released a complete summary of the results to provide new and existing clients with current and relevant information about other suffers, our service, and product quality.
The larger goal
As a global allergy and intolerance testing business, we want to understand more about the symptoms linked to both dietary and environmental issues. We aim to raise awareness of the problems suffers face and help promote a better understanding that there is not a one size fits all approach.
By discovering more about the reasons for obtaining a test, the issues that lead to that decision and the experience a person had after receiving results gives our team more information to help others in the form of:
Further advice and support
Increased product range
Amended client journeys
Enhanced follow up programmess
We strive to ensure all clients that select us receive the kind of support and assistance that we would like for ourselves. By being part of the survey, we’re ensuring improvements for the future.