A good donor experience is all about customer service

We conducted a customer satisfaction survey in the spring to find out how donors feel about the Blood Service and what improvements they would like to see going forward.

The survey shows that donors primarily measure their experience of the Blood Service based on their interactions with our staff. The respondents identified professionalism, competence and friendliness as the most important elements of good customer service, and were in fact very complimentary of our staff. As well as a high standard of customer service, donors appreciate and expect a hassle-free process: a user-friendly appointment booking system, appointments at convenient times and a straightforward health questionnaire.

The respondents gave their experience of us an overall average score of 9.3 (on a scale of 1 to 10).

Thank you everyone who took part in the survey!