Tell Us What You Want, What You Really, Really Want!

Posted on May 18, 2022

Have you told us lately if we’re meeting your expectations?  What is stopping you?  We want to hear it all, including the good, the bad, and the funny; tell us about a great conversation you had with someone on our team, or maybe that you’re sick and tired of being asked for feedback (don’t worry, we can handle it!)  By engaging with our monthly surveys and giving us your real-time experience on our feedback forms, you will see your ideas and opinions take action, and how much they matter.

To illustrate how valuable your feedback is to us, CARO offers many ways for you to provide us with your input – through our monthly surveys, anonymous feedback form, email, social media, and an accessible leadership team, we’re always listening!  And we don’t just listen when it’s something we like to hear (although we do LOVE positive feedback) – many of your improvement feedback has been used across our company to get you more of what you need, and less of what you don’t.

What Do We Do With your Feedback?

We value your opinion and use it to create services and programs that will benefit you in the long run.  Last year you told us how important turnaround times and quality are, so we implemented concrete changes to get your data to you quicker, while maintaining our high standards of quality with improvements on the following:

• Method optimizations to reduce run times on our 4 most frequently requested tests (can you guess which ones these are?) This has also allowed us to expand our RUSH testing capacity on many high-demand tests.
• The adaptation of the latest technology to simplify the data review process, allowing our senior analysts to spend more time focusing where their experience is needed the most!  
• Expanded laboratory hours and later drop-off times at specific locations, to give you more time in the field.
• New in-house testing capabilities: CARO now offers Tetraethyl Lead and Legionella testing in-house, as well as expanded microbiological offerings, giving you that one-stop-shop experience.

All of this is made possible from your feedback, and there is so much more in the works! If you want to see what your feedback can do next, here are the three main ways CARO receives your input:

1. The NPS Survey

 

This is the easiest, 2-click way to make yourself heard!

Every month CARO sends out a Client Experience survey to those who worked with us during that month, with a simple question: “How likely is it that you would recommend CARO to a friend or colleague?” We ask this to ensure we are continuously delivering a great laboratory experience, and it allows us to see where we as a team are doing exceptional – good or bad.

If we’ve missed you in the past with our monthly check-ins, make sure you have CARO saved as a ‘safe sender’ on your email, so we don’t end up in your junk mail! 

2. Feedback Form

The second way you can give CARO your feedback is through our online Feedback Form. This form is available 24/7, is 100% confidential (if you want it to be), and dives into the specifics of your time working with us. Here, you can get as in detailed as you want, with ample opportunity to provide specific answers or add in your own recommendations. This is also a great resource to have on hand if you don’t want to wait a whole month for the NPS survey – we want to hear your IRL, in the heat of the moment wins with our team!

3. Email Us

Don’t have time to log your feedback?  You might even be leaving feedback without even knowing it!  All our staff are trained to recognize when people are expressing a love or a hate relationship with our services.  We keep track of these exceptional interactions and use them to guide our product improvement initiatives.

And of course, if you want even more CARO in your life, we’re quite social! Stay up to date on everything that’s happening in all four of our locations by following us on LinkedIn, Instagram, and Facebook!

P.S. Keep an eye out for this month’s NPS survey – it’s coming sooner than you think!