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Customer Service - Food & Waters

SYNLAB awarded Customer Service Accreditation

We’re sharing some really good news with you - SYNLAB are the first UK contract laboratory to achieve ServiceMark, a national customer service standard accredited by The Institute of Customer Service. Based on customer satisfaction feedback and an assessment of employee engagement, this prestigious achievement is a testament to the great customer service we offer our customers.

Our Shrewsbury and Newton Abbott sites are the first to complete this step in our journey towards excellent and consistent customer service with our other sites due to complete the surveys over the next 12 months.

As the data from these surveys is anonymous and independently compiled by The Institute of Customer Service, we would like to take this opportunity to thank all our customers who took part for their support and kind words - which make up the word cloud below. The more times the word was used the bigger the image.

A big thank you to all our people too. You are making our vision come alive – to be the trusted first choice partner to our customers and a respected employee renowned for absolute integrity and a passion for customer care.  What a great team you are!


We've just received our customer survey results from The Institute of Customer Service….. and they look good!

We started our journey of customer service improvements in 2013 and had our first ICS customer survey in February 2014. We were pleased to have a score or 77.8 out of 100 which, in the words of The Institute, was ‘ a very good score’. This confirmed that making the care of our customer our first priority was working.

Our latest result, announced in March 2015 is an even better score of 82.56. Our customers are telling us that we’re continually improving our service and we plan to keep on getting better.

We can now benchmark our result against exceptional UK retail service providers such as John Lewis, Amazon, Next and Boots. In this league of big names we come seventh in the UK and our score puts us above eBay, Marks & Spencer and Debenhams, to name but a few.


As this survey is conducted by the Institute of Customer Service and those taking part remain anonymous to SYNLAB, we’d like to say a big Thank You to those customers who took the time to complete the online survey. Customers taking part were also asked for a one word description of our service and the word cloud below is the summary of those words. The bigger the word the more times it was mentioned.




Please help us to improve this service to you by sharing your feedback, telling us how we can help you more and letting us know if we got it right. This can be done via the link below, by completing our customer surveys or contact us anytime by email on



Survey Link > How did we do?