Customers mainly satisfied with Customs Laboratory services

During the summer 2023, the Customs Laboratory conducted a customer satisfaction survey for those who have been customers of the Customs Laboratory in 2022 and 2023. The total number of respondents was 138 and the response rate was 18 per cent. In general, customers in various categories were quite satisfied with how smooth their customs transactions were.

Of those who responded to the survey, 83% (115) had been customers of foodstuff and consumer product examinations and 7% regarding plant health and compliance checks. Of the respondents, 7% worked in another Customs unit and two respondent were from other agencies. A further 4% of the respondents had conducted other transactions with the Customs Laboratory. 

Other Customs units are the largest customer category of the Customs Laboratory. Just under 90% of Customs Laboratory services are used by other Customs units. Around 35% of the services serve corporate customers of food and consumer goods control and around 12% serve customers of plant health and compliance checks. Of Customs Laboratory services, other authorities have a share of around 5%.

Customers are quite satisfied with the examinations, controls and instructions

Of the respondents, 62% were satisfied or very satisfied with the examinations of foodstuffs and consumer goods, as well as with plant health and compliance checks. Customers were mainly satisfied with warehouse operations. 

Customers were also mainly satisfied with how they were instructed to submit documents. Of the customers of foodstuff and consumer goods examinations, 67% felt that they had received sufficient instructions on how to submit documents. Of the customers with plant health and compliance checks, 75% gave the same feedback. 

Sufficient information in analysis reports; customers would like clearer language

For the most part, the respondents considered that the analysis report contained sufficient and clear information. Of the customers of food and consumer goods examinations, 85% considered that the analysis report contained sufficient and clear information and 90% of representatives from Customs units held this view. Representatives of other authorities felt that they received sufficient information in the analysis report. 

Customers of food and consumer goods examinations felt that the most significant obstacle to understanding the provided information was the professional jargon used in the reports. 

The examination response time sometimes considered too long

Most satisfied with the response time for examination results were other authorities (100%). As for the customers of foodstuff and consumer goods examinations, as well as customers from other units of Customs, 50% were satisfied with the duration of the examinations. Of the customers of foodstuff and consumer goods examinations, 12% could not comment on the duration of the examination.

Financial issues, such as loss of sales and high cost of storage, were cited as the main reason for dissatisfaction. 

Examination results used in developing activities

Of the customers of foodstuff and consumer goods examinations, 54% utilise control results in their activities. For the most part, customers use the results in in-house controls and quality management (55%), cooperation with goods suppliers and product development (22%) and in the verification of their own results (4%).

More information wanted on the different stages of controls

Of the customers of foodstuff and consumer goods examinations, 48% considered that they had received sufficient information during the different stages of the control and 36% felt they required more information. Respondents wanted more information, especially regarding the schedule and the progress (36%). Furthermore, respondents would like clear instructions and advice on measures required of the operator after the decision (10%). 

Of the customers of plant health and compliance checks, 50% felt that they had received sufficient information on the different stages of the check. 

Customs’ customer experience goal is realised

Customs’ customer experience goal is for the transaction to go smoothly and right the first time, and that the person feels that Customs is on their side, listens and wants to help. In the customer experience, the desired feeling is trust. Based on the survey, the customer experience goal is realised at 56-100 per cent in different customer groups.

Measures to be taken

Based on the results of the survey, the Customs Laboratory aims to shorten the duration of the examination process and improve access to information.