Allison Kaufmann

Section 1 - General Laboratory Services

1. How would you rate your overall service with Carle Health Methodist Laboratory? *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

2. In the last six months, how has our performance changed? *

Better than before

Same as before

Worse than before

3. Please share how we have declined in performance. (Optional)

4. How do you compare the value and service we provide against our competitors? *

You provide a better value and service

Same as the competitors

Competitors are better

5. What services/expectations do they provide that Carle Health Methodist Laboratory does not? (Optional)

6. How would you rate the timeliness of results? *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

7. Do you regularly use our online test directory? *

Yes

No

Unsure

8. Is there a specific reason you call? (Optional)

9. Please rate the reliability of Carle Health Methodist Laboratory. *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

10. Overall, how would you rate the courtesy of the laboratory personnel? *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

11. How aware are you of changes in the lab? *

Highly aware

Somewhat aware

Unaware

12. Do you currently receive the Central Illinois Laboratory newsletter? *

Yes

No

Unsure

13. How likely are you to recommend our services to a friend or colleague? *

	1	2	3	4	5	6	7	8	9	10
Unlikely											Very likely

Section 2 - Customer Service

For all questions requesting a rating, a 1 is low/unsatisfactory and 10 is high/outstanding.

14. When calling into our laboratory, how satisfied or dissatisfied are you with the performance of our customer service representatives? *

	1	2	3	4	5	6	7	8	9	10
Dissatisfied											Satisfied

15. When speaking to a customer service representative, how would you rate their knowledge of laboratory services and their ability to answer your question(s). *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

16. Did the customer service representative make you feel like a valued customer? *

Yes

No

Does not apply

17. Please provide examples so we can improve. (Optional)

18. On average, how many times are you transferred when calling directly into our laboratory (309-672-4911)? *

0

1

2

3+

19. How would you rate the amount of time you waited before reaching a representative? *

	1	2	3	4	5	6	7	8	9	10

20. Please provide any additional feedback about our customer service. (Optional)

Section 3 - Courier Services

If you do not utilize our courier services, please leave the questions blank.

21. On average, does your courier pickup within their specified time window? *

95% - 100% of the time

75% - 95% of the time

50% - 75% of the time

Less than 50% of the time

22. Please rate the following statement: "Your courier is courteous when in your office, communicates effectively, and asks pertinent questions when needed. *

	1	2	3	4	5	6	7	8	9	10

23. How would you rate the appearance of your Carle Health courier? *

	1	2	3	4	5	6	7	8	9	10

24. Please provide any additional feedback regarding our courier services. (Optional)

Section 4 - Technical Services

If the question does not pertain to how you interact with the laboratory, please leave the question blank.

25. Plese rate the turnaround time for outpatient test results. *

	1	2	3	4	5	6	7	8	9	10

26. Please rate the turnaround time for STAT test results. *

	1	2	3	4	5	6	7	8	9	10

Section 5 - Resolution Specialist

27. When receiving calls, how satisfied or dissatisfied are you with the performance of our Resolution Specialist? *

	1	2	3	4	5	6	7	8	9	10
Dissatisfied											Satisfied

28. When speaking to the Resolution Specialist, how would you rate their knowledge of laboratory services and their ability to answer your question. *

	1	2	3	4	5	6	7	8	9	10
Unsatisfactory											Outstanding

29. Did the Resolution Specialist make you feel like a valued customer? *

Yes

No

Does not apply

30. Please provide examples so we can improve. (Optional)

Section 6 - Final Thoughts

The following questions are optional, however we value any feedback you are willing to provide. (Please do not use any PHI)

31. Please tell us how we can improve our laboratory services to meet your needs/expectations. *

32. What client are you with?

(Please do not list providers names unless it is in the title of your facility)

*

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