A measure of customer satisfaction at the US Veterans Affairs Clinical Research Pharmacy(VACSP), a US government clinical trials agency, was to achieve a superior responsiveness to customer contacts. Against the Contract Research Organisation (CRO) comparitive standard of 40% satisfaction with responsiveness to customer requests, VACSP investigators achieved a rating of 80% in 2005, 65% in…

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value
15.2.1 Customer satisfaction, accolades, awards

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