To improve the quality of work and cooperation with customers, in November 2021 the Latvian Medicines Verification Organisation (LZVO) conducted a survey of Software Suppliers (SWS) about LZVO customer service. Invitation to participate in the survey was sent to SWS who cooperate with LZVO and offer technical solution for Latvian end-users – pharmacies, hospitals, healthcare institutions and pharmaceutical wholesalers – to connect them to local medicines verification system. Answers were received from 10 companies that currently provide services to 70% of LZVO end-users.
Overall, LZVO received very high rating for system performance and customer support. Therefore, the organisation would like to express its gratitude to all partners. “We are happy about the results! At the same time such a high evaluation does not allow us to lower the bar of quality, therefore we are going to look for new opportunities to improve customer service and the operation of the system,” says Inese Erdmane, Chairwoman of the Board at LZVO.
LZVS's evaluation of technical availability and performance
SWS have evaluated the performance of the Latvian Medicines Verification System as very good or good, with a total score of 4.7 (5 points system). All respondents rated the daily connection to the system and the speed of elimination of technical interruptions as very good or good. The quality of the data in the system and the technical functionality of the system were rated as very good or good by 9 out of 10 respondents, while one respondent remained neutral in his evaluation. The speed of the system is rated with 4.4 points, which most respondents consider to be very good or good.
Evaluation of customer support
9 out of 10 responding SWS have marked that they have used LZVO customer support to solve problem situations. All SWS who have used LZVO customer support rate it as very good or good in all parameters – reach of LZVO employees by e-mail and phone, addressing the issue of the matter, speed of resolution of the issue, support and interest, responsiveness, and positive attitude, as well as LZVO customer service in general. In total, SWS have evaluated LZVO customer service with 4.9 points out of a maximum of 5 possible.
Customer service support time evaluation
Of those partners who have used the relevant LZVO customer service support, the absolute majority have received support within 1–4 hours, but 100% of all SWS have received it within one business day. Comparing the speed of support received with expectations, it can be noted that the speed of support provided exceeds the expectations of SWS.
LZVO thanks all partners, SWS, for the time taken to complete the survey and for the high evaluation. LZVO will use suggestions and comments to improve its service and operations.