title: Customer satisfaction survey to improve the European cystic fibrosis external quality assessment scheme.
abstract: BACKGROUND
  The Cystic Fibrosis European Network, coordinated from within the Katholieke Universiteit Leuven, is the provider of the European cystic fibrosis external quality assessment (EQA) scheme. The network aimed to seek feedback from laboratories that participated in the cystic fibrosis scheme in order to improve services offered. In this study we analysed responses to an on-line customer satisfaction survey conducted between September and November 2009.
  
  
  METHODS
  The survey was sent to 213 laboratories that participated in the cystic fibrosis EQA scheme of 2008; 69 laboratories (32%) responded. Scores for importance and satisfaction were obtained from a five-point Likert scale for 24 attributes. A score of one corresponded to very dissatisfied/very unimportant and five corresponded to very satisfied/very important. Means were calculated and placed in a two-dimensional grid (importance-satisfaction analysis). Means were subtracted from each other to obtain gap values (gap-analysis).
  
  
  RESULTS
  No attribute had a mean score below 3.63. The overall mean of satisfaction was 4.35. Opportunities for improvement enclosed clarity, usefulness and completeness of the general report and individual comments, and user-friendliness of the electronic datasheet.
  
  
  CONCLUSIONS
  This type of customer satisfaction survey was a valuable instrument to identify opportunities to improve the cystic fibrosis EQA scheme. It should be conducted on a regular basis to reveal new opportunities in the future and to assess effectiveness of actions taken. Moreover, it could be a model for other EQA providers seeking feedback from participants. Overall, the customer satisfaction survey provided a powerful quality of care improvement tool.
authors.affiliation: Department of Human Genetics, Katholieke Universiteit Leuven, Biomedical Quality Assurance Research Unit, Leuven, Belgium.
authors.forename: Sarah
authors.initials: S
authors.lastname: Berwouts
authors.affiliation: Department of Human Genetics, Katholieke Universiteit Leuven, Biomedical Quality Assurance Research Unit, Leuven, Belgium.
authors.forename: Elisabeth
authors.initials: E
authors.lastname: Dequeker
mesh_terms: D003258:Consumer Behavior; D003550:Cystic Fibrosis / Q000175:diagnosis*; D003625:Data Collection; D005060:Europe; D006801:Humans; D007753:Laboratories