Customer Service Questionnaire
1. I would like to comment on my experience with the CDPHE lab on:
Specific date (please provide date in the section below)
No specific date
Provide the date of your experience with the lab in the space below:
2. I requested the following testing or information:
Water testing
Newborn screening
Food/Milk testing
Toxicology
Certification Services
Intoxilyzer
Chemistry
Environmental Radiation
Public Health Microbiology
Serology
Virology
Molecular Science
Outreach or Training
Fiscal Management
Administrative Services
Other (please specify)
3. The testing information I was seeking was:
For my own records
For patient care
Required by law
For client
For public health monitoring
Other (please specify)
4. My initial contact with the CDPHE lab was: (Check all that apply)
Internet website
Order line
Submitted test sample
Main entrance (receptionist)
Main telephone line (303)692-3090
Scientist in lab
Sample receiving desk
Other (please specify)
5. The primary contact (personal interaction) was:
Very helpful
Polite
Professional
Knowledgeable
Somewhat helpful
Frustrating
Not helpful
Rude
Other (please specify)
6. My experience with the CDPHE Lab Internet site was:
Helpful
Easy to follow
Frustrating
Confusing
N/A - Haven't used the site
Other (please specify)
7. My experience with the CDPHE Lab Order Line (303) 692-3074 was:
Helpful
Easy to follow
Frustrating
Confusing
N/A - Haven't used the Order Line
Other (please specify)
8a. I had a specific question so I was referred to:
Name of laboratory section (if known)
8b. I had a specific question, so I was referred to:
Contact name (if known)
9. The time it took for me to receive the help I needed was:
1-5 minutes
5-15 minutes
15-30 minutes
Over 30 minutes
I was transferred to several people before I received my answer
I never did get my question answered
Too long (please specify amount of time)
10. After I submitted a sample for testing, I received the report:
(Working days = Monday through Friday, 8 a.m. - 5 p.m.)
Within 24 hours
Within 3 working days
4-6 working days
A week or more
Had to call to receive the results
Had to call more than once for the results (specify number of calls)
11. Laboratory Services Division's fees-for-services are:
Below average
Competitive
Average
High
Comments
12. Rate our services:
Poor
Poor-Average
Average
Average-Excellent
Excellent
N/A
How would you rate the service provided by the state laboratory
If you requested help or information on specimen collection, how would you rate our response?
Was the printed report complete and easy to understand?
How would you rate our test ordering for ease of use?
If you needed help completing the ordering form, how would you rate our response?
13. How can we be more helpful when you use our laboratory services?
14. As a Laboratory Services Division customer, I would describe myself, or my employer, as the following:
Business
CDPHE
Clinical Laboratory
Food Vendor
Government agency
Health Care Provider
Law Enforcement Agency
Private/General Public
Public Health Agency
Water Provider
Other (please specify)
15. I use the lab services:
Once a week or more
Up to 3 times per month
12 or more times per year
Have only used the lab services once
Other (Please specify)
Contact Information
Contact information is optional - however, if you would like a reply to your concerns - contact information is necessary.
16a. Name
(Optional)
16b. Company
(Optional)
16c. Job Title
(Optional)
16d. Address
(Optional)
16e. Phone
(Optional)
16f. E-mail
(Optional)
*
Indicates Response Required