The Customs Laboratory’s operations are developed based on customer feedback
In the summer of 2021, the Customs Laboratory conducted a customer survey for everyone who used our services in 2020 and 2021. While various customer groups were satisfied or fairly satisfied with the smooth flow of our services, the respondents also gave constructive feedback based on which we can further improve our cooperation. The frequently asked questions published recently on our website offer a good example of continuous development.
As many as 113 customers responded to our customer survey in the summer of 2021. The Customs Laboratory’s largest customer group consists of other units of Finnish Customs. For corporate customers, we examine foodstuffs and consumer goods and study the compliance of vegetables with health and other requirements. We also provide services for other authorities.
Based on the survey results, our customers were satisfied or fairly satisfied with our examinations, inspections and related guidance. The difficult jargon used in examination reports and the excessive time for reporting examination results were mentioned as development areas for us. In addition, the respondents required more information about the schedule and progress of examinations, as well as control processes. More information about the survey is available in our previous customer bulletin.
New information about the Customs Laboratory’s operations, quicker examination processes and clearer statements – we are developing our operations
The Customs Laboratory initiated three development measures based on the result of the customer survey. Providing more information is one of them. The frequently asked questions and the responses to them published recently on our website, provide information about sampling principles, the duration of examinations, and everything that can be done with products subject to prohibition. The Customs Laboratory’s frequently asked questions are available on the Finnish Customs website under businesses and private persons.
As our second development area, we investigated how we could shorten the length of the examination process and improve related communication. We have investigated and developed our sample examination processes, and we are particularly monitoring the completion of urgent samples. These include foodstuffs and consumer goods that are prohibited based on product safety. The goal is to examine compliant products within two weeks of their receipt.
Third, we have clarified the language used in our examination reports. We have reviewed and harmonised our reports in order to serve their readers better.
The next customer survey will be conducted during 2023.
Further information
Pirjo Sainio
Laboratory Director
pirjo.sainio(at)tulli.fi