Customer Experience at Roche Diagnostics Belgium

Dr. Nova reflects on her Customer Experience with Roche

Customer Experience at Roche

How your feedback helps us improve


The ultimate goal of making a difference to healthcare is what connects us to our customers. We can achieve more when we work together. To be truly successful, we need to build strong, long-lasting relationships. By filling out our surveys, you are telling us more than you might think. Your positive feedback is always highly appreciated, what is even more valuable to us is your feedback in the areas where we can improve your customer experience. 


Your feedback is crucial to help us gain insights into your pain points and areas in which we need to improve, as well as to help us anticipate your future needs. This allows us to tailor your customer experience with Roche to facilitate your needs. The customer satisfaction surveys allow us to measure and analyze your experiences by combining different kinds of insights provided by you. We use this information as a foundation for our decision making throughout the business, to ensure that your needs are met accordingly.


What values do we lay emphasis on?

How satisfied are you?

CSAT Score

Satisfaction is measured on a scale from 5 (very satisfied) to 1 (unsatisfied).  Each survey will have questions specifically tailored to help measure overall satisfaction.

How easy was it for you?

CES Score

This indicates customers who find it easy or very easy to interact with us when asked how easy it is to interact with us, products and solutions.

Would you recommend us?

NPS Score

The likelihood to recommend us is measured on a scale from 0-10. Customers that rate in the range of 0-6 are least likely to recommend us further and customers with ratings from 9 or 10 are more likely to provide a recommendation.

Do you have any questions or would you like to find out more about our customer satisfaction surveys?

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