Customer satisfaction: results of the 2023 survey
The Phytocontrol Group is committed to a transparent and responsible relationship with its customers. It is within this framework that we regularly measure our customers’ satisfaction.
We carried out a survey with a series of questions aimed at gathering and assessing their experience and the quality of our services. Given the large number of respondents, the sample size can be considered representative and reliable, making it possible to obtain meaningful results.
96%
of our customers are satisfied with the services provided by the Phytocontrol Group.
Due to our international customer base and the various services we offer, we broke down our survey accordingly in order to obtain more relevant conclusions for each specific context. For each of them, overall satisfaction is above 94%.
A third of respondents chose our services thanks to recommendations, and we enjoy a recommendation rate of 95% among our customers.
Phytocontrol Group has 5 strategic business areas
Satisfaction by service
CLARITY OF THE REPORT
96% of customers satisfied and very satisfied.
Our test reports are carefully designed to be accessible to everyone, making them easier to understand. Our aim is to guarantee the quality of our data, to rigorously comply with current regulations, and to strengthen our customers’ trust. By providing clear and accurate reports, we also make it easier for our customers to make decisions.
ORDER PROCESSING
91% of customers satisfied and very satisfied.
The meticulous processing of each order is central to our operational strategy. Indeed, it gives us a valuable opportunity to optimise our use of resources, enabling us to efficiently plan and allocate our human and material resources. At the same time, it ensures the traceability of each sample, guaranteeing transparency throughout the analytical process.
INTERACTION WITH THE SALES TEAM
90% of customers satisfied and very satisfied.
Smooth interaction with our sales team is of paramount importance to our customers, as it facilitates a thorough understanding of their needs and precise gathering of their requirements. This enables us to quickly and effectively manage any problem or conflict that may arise, finding suitable solutions and providing regular follow-up.
COLLECTION AND SAMPLING
89% of customers satisfied and very satisfied.
The quality of our sampling is crucial to ensuring the reliability of the results we deliver to our customers. By strictly complying with quality standards, we are committed to preventing any cross-contamination, thereby guaranteeing the integrity and accuracy of our analyses.
COMPLAINTS MANAGEMENT
88% of customers satisfied and very satisfied.
Despite unexpected setbacks, we persevere in improving our complaints management in order to foster the continuous evolution of our services, prevent any recurrence of incidents, and encourage organisational learning within Phytocontrol.
We regularly survey our customers about their test reports, in order to obtain immediate feedback on their experience and to contact them if necessary.
Our customers’ criteria in order of preference
We are particularly encouraged that quality was identified as the most important criterion, followed by reliability and turnaround times. This valuable information will guide our ongoing efforts to ensure that we always meet our customers’ high expectations.
Our customers’ testimonials
“Fully satisfied with the exchanges and analyses offered, particularly for new developments on contaminants in the news. Very good turnaround time.”
“Impeccable analysis quality, very good relationship, a team that is very attentive to our requests and expectations, and above all very responsive.”
“Strengths: regulatory watch and RASFF alerts.”
“Even when abroad, our sales representative follows up our files very well.”
Our priority actions
Every customer expressing dissatisfaction with at least one criterion was contacted by our sales team in order to listen to their concerns, take them into account and reassure them. We are pleased to note that 90% of them responded to our outreach.
We continue our efforts to continuously develop and improve all our services, thereby guaranteeing a consistently high level of quality for all our customers, in order to meet their needs.
Key takeaways from this study
Survey carried out among all Phytocontrol Group customers. 518 customers responded to the survey.
