Customer Survey: Performance of the SSDL Calibration Laboratory Service 2012 - 2016

This paper aims to show the results of customer surveys conducted by Calibration Laboratories, Secondary Standard Dosimetry Laboratories SSDL), Malaysian Nuclear Agency (Nuclear Malaysia) from 2012 to 2016. The implementation of customer surveys is one of the key requirements in accreditation of SAMM MS ISO/IEC 17025:2005 that implemented in SSDL and needs to be conducted on a regular basis. The questionnaire was conducted using the same set of forms each year and the number of respondents selected was between 300 - 500 companies. SSDL has also set out to achieve at least 80 % customer satisfaction index on each year of implementation. In conclusion, the results of 5-year consecutive surveys show that SSDL has achieved a target of over 80% except in 2015 where customer satisfaction is only 78 %. (author)