Laboratory Diagnostics Customer Survey

Accelerate Associates delivered a multi-national customer survey for Mast Group Ltd. Mast is a leading supplier of microbiology and immunology products that are supplied to more than 40 international markets.

The Brief

Mast Group required a customer survey that could be delivered concurrently across all client countries within a required time frame. The overall aim of the survey was to obtain feedback from an unbiased cross section of Mast’s customers. The survey was to identify performance against key performance indicators as well as gather opinion and intelligence from customers in order to measure performance in meeting these key customer needs. In addition, areas requiring improvements were identified and prioritised.

Our Approach

In conjunction with Mast Group, key performance areas for the business were identified and Accelerate prepared a suitable customer interview schedule. Each customer was provided with three opportunities to participate – either during a telephone interview or by completing an online survey. All interviews were completed in the respondents local language to ensure a complete response.


Interviews were recorded in 10 countries. Accelerate Associates delivered a concise report detailing performance in key areas such as quality control and customer service as well as in operational topics such as delivery lead times. The report also included customer comments and suggestions for improvements as well as positive feedback for Mast’s staff who go the extra mile for their clients.


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