CUSTOMERS PERCEPTION ON FOOD SERVICE AND WATER MICROBIOLOGY LABORATORY FROM THE NATIONAL INSTITUTE OF HYGIENICS OF LOME FROM 2012 TO 2020

The general purpose of this article is to help monitor the performance of thewater and food microbiology laboratory at National Institute of Hygienics (NIH)of Lome. To achieve it, thework focused on analyzing trends in customers satisfaction from the laboratory in theperiod from 2012 to 2020. This study mainly took into account the analysis ofcustomers satisfaction levels with satisfaction metrics such as qualityreception facilities, the waiting time, the reliability of the results and the deadline for renderingresults customers complaints analysis as well as analysis of customers suggestions.From the results obtained, it emerged that the majority of the laboratorys customers are satisfiedof its services. Satisfaction rates were over 86% with respect to the quality ofreception facilities, more than 89% concerning waiting time, more than 93% compared tothe reliability of the results and more than 73% for the deadline for rendering results. Claimingcustomers are over 75% cleared and all cleared claims were made within the timeframeresolution expected. Customers suggestions are taken into account through the implementation ofappropriate action plans. However, the analysis of these results has made it possible to identifyinadequacies such as the non-representativeness of the samples from the various satisfaction surveysand the unavailability of certain data which should allow a morethorough. In addition, the available data have shown that the perception of the benefits of thelaboratory by customers, is not growing. However, these data made it possible to achieveto the conclusive results which deserve to be taken into account. In short, it appears clearlythat customers perceptions in the services of the water andfood microbiology laboratory of the NIH of Lome, is satisfactory, even if it is not growing.