Thanking SWS for the high customer service rating
To improve service quality and strengthen cooperation, the Latvian Medicines Verification Organization (LZVO) conducted its regular Software Suppliers (SWS) survey on LZVO customer service in December 2025.
All SWS that cooperate with LZVO and provide medicines verification software to end users, including pharmacies, hospitals, healthcare institutions, and wholesalers, were invited to participate in the survey. Responses were received from representatives of 16 SWS who currently provide services to 82% of LZVO end users. At present, 7% of system end users verify medicines manually using the LZVS portal.
“It is essential for LZVO not only to maintain system operations in line with the highest quality and security standards, but also to provide technical support as quickly and efficiently as possible. The survey results show that the majority of respondents have used LZVO’s support for resolving issues over the past two years. At the same time, most of the responding SWS acknowledge that the overall customer service can be rated as very good or good, which gives our team great satisfaction,” emphasizes Inese Erdmane, the Chairwoman of the Board of LZVO.
Assessment of LZVS Technical Availability and Performance
All SWS who participated in the survey rated the technical availability and performance of the Latvian Medicines Verification System (LZVS) overall as very good or good, with an average score of 4.7 out of 5.
100% of respondents stated that both the speed of resolving technical outages and daily system access are very good or good. Meanwhile, 93% of respondents highly rated system performance, operating speed, and data quality within the system.
Customer Service Evaluation
SWS that provide end users with medicines verification software have access to customer support both from the system developer and from LZVO for resolving various development- and daily-operation-related issues. The survey found that overall, 94% of respondents have used LZVO support to resolve problematic issues, while 69% of SWS have also used the support of the LZVS developer, “Arvato Systems”.
93% of SWS who have used LZVO customer support rate it as good or very good across all customer support parameters: availability of LZVO staff by email and phone, substantive problem-solving, speed of issue resolution, support and engagement, responsiveness and positive attitude, and overall LZVO customer service. SWS rated LZVO customer service at 4.7 points out of a maximum of 5.
Evaluation of LZVO Customer Support Response Time
The survey also assessed how quickly LZVO customer support responded and how fast SWS would prefer it to be. Of the respondents who have used LZVO customer service to resolve system availability and performance issues, 92% received assistance within one business day, including 50% who received support within 1- 4 hours. Moreover, all respondents indicated that technical support for end users was provided within one business day, which corresponds to the desired customer service response time.
LZVO thanks all SWS for the time devoted to completing the survey, for their evaluations, and for their positive feedback on the successful cooperation. LZVO will use the recommendations and comments obtained in the survey to further improve its operations.
