What Our Clients Told Us
Strong Feedback for Service, Support and Reliability
At Viva Health Laboratories, we know that clinical testing is only part of what our clients rely on us for.
Private GP clinics, specialist practitioners and clinical teams need a laboratory partner that is responsive, reliable, easy to work with and able to support the realities of running a busy clinic.
That is why we recently asked a wide and varied group of active VHL clients to tell us how we are performing. The feedback was extremely encouraging.
Across a broad set of completed responses from a mix of long-standing and high-usage clinics, VHL’s Net Promoter Scores (NPS) achieved were as follows:
The respondents NPS scoring fell into the following categories:
For a clinical laboratory, these numbers matter. They suggest our clients are not only satisfied with the technical service, but confident enough in the overall experience to recommend VHL to others.
What clients value most
When asked what mattered most, clients ranked clear and accurate reporting first, followed by fast turnaround times, responsive support, reliable collections and ease of booking through the portal.
That ranking reflects the real pressures of private healthcare. Clinicians need accurate results, but they also need the operational process to work smoothly. A delayed collection, missing report or unclear workflow can quickly create pressure for the clinic team and the patient.
Clients highlighted several recurring strengths: fast and responsive support, friendly communication, reliable and flexible courier support, ease of booking, portal usability and practical help when issues arise.
One client described VHL as offering a “Good Portal and excellent turn around times.” Another commented: “We have been incredibly happy with the service from VHL.” Others referenced “communication and collections,” “great communication,” “helpful staff,” “reliable collections” and “flexibility of the couriers.”
These comments are important because they reflect the day-to-day experience of using a laboratory. The best laboratory relationships are built on accuracy, but also on trust, speed, clarity and personal support.
“We have been incredibly happy with the service from VHL.”Anonymised client survey response |
Why service matters in pathology
Blood testing sits at the centre of diagnosis, monitoring and patient reassurance. But the process involves many moving parts: ordering, sample collection, courier logistics, sample processing, reporting, referral testing and communication back to the clinic.
When those processes work well, clinicians can focus on their patients. When they do not, clinic teams lose time chasing updates or managing uncertainty.
That is why VHL places emphasis on the practical service wraparound: responsive client services, courier reliability, portal access and operational communication.
The survey suggests clients notice this. The strongest themes were practical and operational: response times, collections, portal access, support, communication and flexibility. These are the areas where laboratories either make life easier for clinics — or harder.
The result: confidence and recommendation
The standout figure from the survey is the Net Promoter Score of +83. That is a strong result in a service environment where clients are dealing with high-volume, time-sensitive clinical workflows.
It tells us that clients value the relationship, not just the test menu. It also gives us a clear message for the future: continue investing in the areas that make clinics’ lives easier.
That means maintaining focus on fast, accurate reporting, responsive support, reliable collections, practical portal functionality and clear communication.
Thank you to every client who took the time to respond. The feedback confirms what we are doing well, but also provides us with clear direction on where we need to keep improving.
At VHL, our aim is simple: to be a laboratory partner that clinicians and Nutritionists can trust, clinic teams can rely on and patients can benefit from.
Thank you to all our client respondents that took part in our survey. If you would like further information in regard to VHL’s products and services or would like to take part in our next survey, please contact our support team:
E-mail: support@vivahealthlaboratories.com
Telephone: +44 (0)330 088 3030