LZVO receives high customer service ratings for the third year in a row
To improve service quality and strengthen cooperation, the Latvian Medicines Verification Organization (LZVO) conducted its regular end-user survey on LZVO customer service in December 2025.
The survey invited the designated contact persons of all end users who use the verification system in their daily work. In total, responses were received from 240 end users of the Latvian Medicines Verification System (LZVS). Of these, 34% are individual community pharmacies, 26% are polyclinics, health centers, medical centers and clinics, 14% are hospitals and closed-type pharmacies, 10% are dental institutions and practices, 10% are wholesalers, 4% are family doctor or other specialist practices, and 2% are chain community pharmacies.
In 2025, LZVO customer service again received a high rating in the survey – overall customer support was rated at 4.3 points (on a 5-point scale). When assessing the system itself, 85% of respondents acknowledged that, overall, the medicines verification system is easy to use and helps protect patients from falsified medicines.
“It is essential for us as an organization to ensure that the system is convenient, efficient and stable for end users. In our understanding, high-quality customer service means timely support, a professional, friendly and explanatory approach, easily accessible information, and quick responses in various situations. We are pleased that 88% of survey respondents rate the support provided by LZVO highly,” says Inese Erdmane, the Chairwoman of the Board of LZVO.
Self-Assessment of Knowledge
End users of the system rate their knowledge and skills in daily work with medicines verification and decommissioning highly – 85% rate them as good or very good, while a further 14% rate them as neutral. Slightly fewer users feel confident about their knowledge and skills when receiving an alert notification – overall, 69% believe they understand the required actions well or very well, and 23% rate their knowledge as neutral. Similarly, 78% of respondents believe they would know where and how to seek help in the event of IT or other issues, while 18% provided a neutral response. Users who work with the system more frequently are more confident in their knowledge.
Evaluation of LZVO Customer Support Performance
Of the end users who have used LZVO customer support, 87% state that the availability of responsible staff by phone and the substantive resolution of issues are very good or good. The speed of issue resolution is also rated highly – 85% of respondents indicate that responsiveness is very good or good.
Out of the 197 survey respondents who have used LZVO customer support, 87% rate the support and level of engagement as very good or good. Only 2 users provided critical evaluations. Customers rated LZVO staff responsiveness and positive attitude the highest, with 90% of respondents rating these as very good or good. In numerical terms, LZVO support and engagement were rated on average at 4.3 points, and responsiveness and positive attitude at 4.4 points.
Overall, LZVO customer service was evaluated by 208 survey participants who have used it. 183 respondents, or 88%, indicate that the service is very good or good. On average, LZVO customer service was rated at 4.3 points out of 5.
Evaluation of the Speed of LZVO Customer Support Activities
Consultations and support for end users regarding connection to the LZVS - including application review, verification of data legitimacy and medicines acquisition authorizations, as well as data updates – were used by just over half of respondents (40% had not used these services). Of those who did, 94%, or 135 end users, received support within one working day.
Consultations and support regarding password and security certificate renewal in the LMVS had not been used by 41% of survey participants. Among those who addressed these issues with LZVO, 96% were resolved within one working day, with 59% resolved within just 1- 4 hours.
Consultations related to medicines checks in the verification system (verification, decommissioning, export, sample supply, destruction, expired products, etc.) were not used by 52% of respondents. Among those who sought assistance, 98% received it within one working day, including more than half (63%) who received support within 1- 4 hours.
LZVO consultations and support for end users in investigating alert notifications were used by 61% of survey participants, and in 93% of cases the issue was resolved within one working day.
System Evaluation
When asked to assess the medicines verification system and its importance overall, 85% of survey participants acknowledged that the system is easy to use, and 87% stated that it protects patients from falsified medicines.
Evaluation of Newsletter Content, Format and Regularity
“Since April 2022, end users have been receiving LZVO newsletters on a quarterly basis, providing updates on the verification system and LZVO’s activities. Over almost four years, 15 newsletters have been distributed, and we are truly pleased with the positive feedback we receive from end users. The 2025 survey also confirms that newsletter recipients are satisfied with the information format and frequency, so the LZVO team will continue in this direction in 2026 as well,” emphasizes Inese Erdmane.
Evaluation of Newsletter Content, Format and Regularity
78% of respondents indicated that they had received at least one LZVO newsletter in their email during the year.
Among respondents who evaluated the relevance and usefulness of the newsletter information, 80% (134 respondents) rated it as very good or good, while 19% rated it as neutral.
When assessing clarity and reading convenience, 82% rated the newsletters as very good or good, while 17% rated them as neutral. End users positively evaluated the short-news format, which will be continued this year.
End users were also asked to evaluate the chosen newsletter format – short news items. Of those who evaluated the format, 84% rated it as very good or good, while 16% rated it as neutral.
Survey respondents also indicated that they are satisfied with the newsletter frequency - four times a year. The vast majority, 209 respondents, stated that they would like to continue receiving the newsletter via email, therefore LZVO does not plan to change this communication channel in 2026.
LZVO reminds that anyone interested can sign up to receive the newsletter here.
Recommendations and Suggestions
As in previous years, most survey participants indicated that the system works well and that there are no significant recommendations. At the same time, among the most frequently mentioned suggestions were proposals related to technical improvements, regulatory aspects and communication issues.
Inese Erdmane notes: “We thank you for the submitted suggestions and the time invested – they provide valuable insight into user experience and needs. For us as an organization, this feedback is truly important and will be considered in the overall evaluation process. LZVO also thanks everyone who expressed appreciation for our organization for successful cooperation and positively evaluated our team’s responsiveness in providing support. As the head of the organization, I am genuinely pleased with the survey results, which once again confirm the high level of user satisfaction and trust in both the system and the organization.”
The LZVO customer survey is conducted periodically – once every two years. Previous customer service evaluations were carried out in 2021 and 2023, thus enabling LZVO management and the team to closely monitor system users opinions, evaluations, feedback and recommendations.
