The customer satisfaction survey conducted by the Latvian Medicines Verification Organization (LZVO) received a high evaluation for its customer service. LZVO customer service is evaluated with an average of 4.3 points in a 5-point system. Assessing the importance of the system, 85% of respondents have admitted that in general the medicine verification system is easy to use, and the vast majority believe that the system protects patients from falsified medicines – 78% of respondents agree.
In November 2021, LZVO conducted a survey of system end-users on the work of LZVO customer service to improve the quality of work and cooperation with customers. A total of 258 end-users of the Latvian Medicines Verification System (LZVS) provided answers – public and hospital pharmacies, polyclinics, clinics, health and medical centres, wholesalers, hospitals, dental institutions and practices, family, or other specialty doctor's practices.
"We, all employees of LZVO, thank our partners, end-users of the system, for completing the survey and high appreciation of our work. We are happy and honoured, and we will continue to maintain the same high level of customer service quality. We will also think about how to use the improvement opportunities recommended by users, for example, by providing not only guidelines and general recommendations on the customer portal, but also descriptions of examples of actions of specific cases," says Inese Erdmane, Chairwoman of the Board of LZVO.
The survey shows that the profile and activity of end-users working in the system varies widely. 26% of respondents indicated that they verify or decommission up to 10 packages per week in the system, 32% verifies 10 – 100 packages per week, 20% decommission around 100 – 300 packages per week and 22% – over 300 packages per week.
Self-assessment of knowledge
End-users of the LZVS highly value their knowledge and skills working with the verification system and decommissioning of medicines daily. 80% of respondents assess their knowledge as good or very good, another 14% – neutral. Slightly fewer users are convinced of their knowledge and skills in case of alerts – a total of 66% of respondents think that they have good or very good knowledge, but 19% asses them neutral. Also, 70% of respondents think they know where and how to get help with IT and other problems, and another 18% have a neutral answer. End-users who work with the verification system more often are more confident in their knowledge.
Evaluation of LZVO customer service
14% of participants of customer satisfaction survey haven’t used the LZVO customers’ service so far. Out of 222 respondents who have used the LZVO customer support by e-mail or phone, 90% of them consider the service as very good and good. When users of verification system were asked to evaluate the customer service in addressing the substance of the issue, 87% of respondents evaluated LZVO support as very good or good, 11% had a neutral rating, while 5 respondents have given a poor rating. The speed of resolving issues in LZVO has satisfied 88% of respondents, but 4 customers out of 215 respondents assess it as weak.
LZVO customer service in general was evaluated by a total of 230 survey participants who have used it. 205 respondents or 89% indicate that the service is very good or good. LZVO customer service is rated with an average of 4.3 points out of 5.
LZVO customer support speed assessment
Slightly more than a half or 54% of respondents have used consultations and support for end-users about connection to LZVS. Of these, 94% or 131 end-users have received it within 1 business day.
Consultations and support for end-users on password and security certificate renewal in LZVS have not been used by 44% of survey participants. Of those who have resolved these issues with LZVO, 92% have resolved the issue within one business day, and 43% – even within just 1-4 hours.
55% of respondents haven’t used the consultation related to the verification of medicinal products in the system (verification, decommission, export, sample, destruction, expired, bulk, etc.). 51% of those seeking help have received it within 1-4 hours, 94% – within one working day. Only 7 respondents noted that they had received these consultations within 2 working days.
60% of the survey participants have used LZVO's consultations and support for investigation of alerts, of which 93% have resolved the issue within one working day.
LZVO client portal
81% of the survey participants have registered in the LZVO customer portal developed for system end-users. However, many of those who have registered, have not used the client portal for daily work, obtaining information or communication with LZVO. Only 79% of registered users have assessed the convenience of its’ use, basically recognizing it as very good or good (80%).
Evaluation of the verification system
Asked to evaluate the medicine verification system and its importance in general, 85% of the respondents have acknowledged that the system is easy to use. Also, a significant majority believe that the system protects patients from falsified medicines – 78% of respondents agree on that. And only 3% or 7 respondents think that the system is difficult to use and does not make sense to protect patients.
