Customer Feedback

As a service company, Fleet Bioprocessing Ltd. depend entirely on customer satisfaction for our success, and are proud of the great reputation we have built up over the last twenty years.

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We consider the following factors essential in building up a successful customer relationship:

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• We take great care at the beginning of each project, large or small, to ensure that we really understand the customer’s needs. For a simple conjugation job this may be achieved through phone or e-mail exchanges resulting in a detailed Fleet proposal. For a more complex project such as an immunoassay development, this proposal will typically be accompanied by a Performance Requirements Document (PRD) which formally agrees and records the development targets. 

• We pride ourselves on high standards of communication to keep the customer updated on progress, to discuss results and to deal efficiently with changes in requirements, unexpected outcomes, etc. For a significant project the communication approach will generally be based on weekly or fortnightly conference calls, plus face-to-face meetings for significant reviews.

• It is also essential that project documentation not only meets the relevant quality and regulatory standards, but is provided in a form which is easily assimilated and managed by the customer. For this reason we will often use the customer’s preferred formats and terminology rather than imposing our own system.

• Add in Fleet’s world-class quality standards and technical expertise, and we believe we have the framework for a successful collaboration every time!

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Analysis of customer feedback surveys revealed the following findings: