85% Voice of the Customer 90% 72% 88% 90% 58% 68% 89% 87% 68% 61% 51% Customer Satisfaction Survey - December 2016 Our Customer Satisfaction Survey We had a great response to our December survey which helps us deliver powerful messages to the teams that support hospital transfusion. We are really pleased to hear that 85% of you are very satisfied with NHSBT overall. You like the range and quality of our components, OBOS, and the service provided by our Hospital Services staff. You would like us to improve our availability of O D neg red cells, A D neg platelets and specialist components. You prefer your components delivered by our drivers and would welcome changed or additional deliveries. You appreciate our RCI service and would like confirmation that your samples have been received by us. You want accurate reports and would value improvement. You rate H&I highly. Hospital Services, Testing and Manufacturing We will focus on improving availability during 2017 alongside ensuring appropriate shelf life on platelets and improving communication with our customers. We have revised the Component Portfolio to show availability of specialist components at centre level. 85% Component Quality and Range 90% Component Availability 72% Component Ordering 88% Hospital Services 90% Transport We rely on our couriers to support a cost effective service and are working with TNT to get the best service possible. We are keen to help reduce the number of Ad Hoc deliveries and make sure routine rounds are used effectively. 58% 68% 89% Routine Delivery Ad-hoc Delivery Emergency Delivery Diagnostic Services We have improved our turnaround times for RCI reporting and have an improvement plan in place to enhance our service further. 87% 68% 61% 51% 74% RCI referral RCI test time RCI report RCI overall H&I Voice of the Customer and the Customer Satisfaction Survey are provided by Hospital Customer Services. Please contact your Customer Service Manager for further details. 1