INSTRUCTION

A 7-point grading system is used for most questions. The answer options range from low ('Unacceptable' or 'Never') to high ('Excellent' or 'Definitely'). You can always choose to answer ‘Not Applicable’. Some questions follow the principle of a 1 to 10 scale, where 1 is the lowest and 10 the highest. At the end of the questionnaire you may add comments or feedback in an open text field. To start the survey, please click the next button below.

Pre-Study Phase & Project Management 1

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)?	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Not applicable	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Unacceptable	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Very Poor	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Poor	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Average / Fair	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Good	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Very Good	How would you rate the supporting (marketing) information provided to you (website/ brochure materials, etc.)? Excellent
Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.)	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Not applicable	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Unacceptable	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Very Poor	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Poor	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Average / Fair	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Good	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Very Good	Please rate Viroclinics Biosciences' initial enquiry process until the contract phase (clarity/ transparency of master service agreement, task order, price proposal, etc.) Excellent
How would you rate the study design / proposed study methodology?	How would you rate the study design / proposed study methodology? Not applicable	How would you rate the study design / proposed study methodology? Unacceptable	How would you rate the study design / proposed study methodology? Very Poor	How would you rate the study design / proposed study methodology? Poor	How would you rate the study design / proposed study methodology? Average / Fair	How would you rate the study design / proposed study methodology? Good	How would you rate the study design / proposed study methodology? Very Good	How would you rate the study design / proposed study methodology? Excellent

Pre-Study Phase & Project Management 2

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.)	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Not applicable	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Unacceptable	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Very Poor	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Poor	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Average / Fair	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Good	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Very Good	What was your impression of the initiation meeting? Was everything clear? (project flow/ timelines/ contact persons/ shipment protocols, etc.) Excellent
Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Not applicable	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Unacceptable	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Very Poor	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Poor	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Average / Fair	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Good	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Very Good	Please rate our capability in terms of offering a high variety of virological, immunological and molecular assay platforms Excellent
Please rate our ability to deal with a wide range of viral targets	Please rate our ability to deal with a wide range of viral targets Not applicable	Please rate our ability to deal with a wide range of viral targets Unacceptable	Please rate our ability to deal with a wide range of viral targets Very Poor	Please rate our ability to deal with a wide range of viral targets Poor	Please rate our ability to deal with a wide range of viral targets Average / Fair	Please rate our ability to deal with a wide range of viral targets Good	Please rate our ability to deal with a wide range of viral targets Very Good	Please rate our ability to deal with a wide range of viral targets Excellent

Pre-Study Phase & Project Management 3

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
If applicable, please rate our ability to work with highly pathogenic viruses	If applicable, please rate our ability to work with highly pathogenic viruses Not applicable	If applicable, please rate our ability to work with highly pathogenic viruses Unacceptable	If applicable, please rate our ability to work with highly pathogenic viruses Very Poor	If applicable, please rate our ability to work with highly pathogenic viruses Poor	If applicable, please rate our ability to work with highly pathogenic viruses Average / Fair	If applicable, please rate our ability to work with highly pathogenic viruses Good	If applicable, please rate our ability to work with highly pathogenic viruses Very Good	If applicable, please rate our ability to work with highly pathogenic viruses Excellent
If applicable, please rate our ability to work with genetically modified organisms	If applicable, please rate our ability to work with genetically modified organisms Not applicable	If applicable, please rate our ability to work with genetically modified organisms Unacceptable	If applicable, please rate our ability to work with genetically modified organisms Very Poor	If applicable, please rate our ability to work with genetically modified organisms Poor	If applicable, please rate our ability to work with genetically modified organisms Average / Fair	If applicable, please rate our ability to work with genetically modified organisms Good	If applicable, please rate our ability to work with genetically modified organisms Very Good	If applicable, please rate our ability to work with genetically modified organisms Excellent
If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Not applicable	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Unacceptable	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Very Poor	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Poor	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Average / Fair	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Good	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Very Good	If applicable, please rate our ability to design and execute projects at BSL 2 and BSL3 (+) level Excellent

Pre-Study Phase & Project Management 4

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.)	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Not applicable	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Unacceptable	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Very Poor	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Poor	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Average / Fair	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Good	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Very Good	Please rate us on how we communicate during the execution phase of the project (update e-mails / progress meetings/ conference calls, etc.) Excellent
Please rate us on how we follow up on queries / questions. Are we swift enough in replying?	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Not applicable	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Unacceptable	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Very Poor	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Poor	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Average / Fair	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Good	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Very Good	Please rate us on how we follow up on queries / questions. Are we swift enough in replying? Excellent
What is your impression on how we manage the overall study project? [Project Planning & Project Management]	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Not applicable	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Unacceptable	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Very Poor	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Poor	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Average / Fair	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Good	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Very Good	What is your impression on how we manage the overall study project? [Project Planning & Project Management] Excellent
Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study)	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Not applicable	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Unacceptable	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Very Poor	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Poor	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Average / Fair	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Good	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Very Good	Please rate us on how flexible we are (ability to customize study set-up/ ability to make adjustments during the execution phase of the study) Excellent

Post-Study Phase - Overall Operational Performance 1

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
Please share your thoughts about the final meeting / conference call	Please share your thoughts about the final meeting / conference call Not applicable	Please share your thoughts about the final meeting / conference call Unacceptable	Please share your thoughts about the final meeting / conference call Very Poor	Please share your thoughts about the final meeting / conference call Poor	Please share your thoughts about the final meeting / conference call Average / Fair	Please share your thoughts about the final meeting / conference call Good	Please share your thoughts about the final meeting / conference call Very Good	Please share your thoughts about the final meeting / conference call Excellent
Please rate the overall delivery & quality of the final database or project report	Please rate the overall delivery & quality of the final database or project report Not applicable	Please rate the overall delivery & quality of the final database or project report Unacceptable	Please rate the overall delivery & quality of the final database or project report Very Poor	Please rate the overall delivery & quality of the final database or project report Poor	Please rate the overall delivery & quality of the final database or project report Average / Fair	Please rate the overall delivery & quality of the final database or project report Good	Please rate the overall delivery & quality of the final database or project report Very Good	Please rate the overall delivery & quality of the final database or project report Excellent
If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Not applicable	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Unacceptable	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Very Poor	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Poor	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Average / Fair	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Good	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Very Good	If applicable, please give us feedback on how we manage Quality Assurance related queries and / or issues Excellent

Post-Study Phase - Overall Operational Performance 2

	Not applicable	Unacceptable	Very Poor	Poor	Average / Fair	Good	Very Good	Excellent
How good are we in delivering the study project on time and within budget?	How good are we in delivering the study project on time and within budget? Not applicable	How good are we in delivering the study project on time and within budget? Unacceptable	How good are we in delivering the study project on time and within budget? Very Poor	How good are we in delivering the study project on time and within budget? Poor	How good are we in delivering the study project on time and within budget? Average / Fair	How good are we in delivering the study project on time and within budget? Good	How good are we in delivering the study project on time and within budget? Very Good	How good are we in delivering the study project on time and within budget? Excellent
Please rate the clarity, accuracy and transparency of our invoices	Please rate the clarity, accuracy and transparency of our invoices Not applicable	Please rate the clarity, accuracy and transparency of our invoices Unacceptable	Please rate the clarity, accuracy and transparency of our invoices Very Poor	Please rate the clarity, accuracy and transparency of our invoices Poor	Please rate the clarity, accuracy and transparency of our invoices Average / Fair	Please rate the clarity, accuracy and transparency of our invoices Good	Please rate the clarity, accuracy and transparency of our invoices Very Good	Please rate the clarity, accuracy and transparency of our invoices Excellent
What is your opinion about our post study service portfolio - e.g. Bio Sample Storage?	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Not applicable	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Unacceptable	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Very Poor	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Poor	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Average / Fair	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Good	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Very Good	What is your opinion about our post study service portfolio - e.g. Bio Sample Storage? Excellent

Post Study Phase - Quality/ Value Perceptions

	Never	Not Likely	Probably	Definitely
Would you recommend us to your peers/ colleagues?	Would you recommend us to your peers/ colleagues? Never	Would you recommend us to your peers/ colleagues? Not Likely	Would you recommend us to your peers/ colleagues? Probably	Would you recommend us to your peers/ colleagues? Definitely

Post Study Phase - Quality/ Value Perceptions

	1	2	3	4	5	6	7	8	9	10
What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality)	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 1	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 2	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 3	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 4	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 5	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 6	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 7	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 8	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 9	What is your total perceived quality of Viroclinics Biosciences? (1 is the lowest perceived quality and 10 is highest perceived quality) 10

Were you missing any services? If so, which services would you expect us to provide?

Is there anything else you would like to share with us?

Post Study Phase - Quality/ Value Perceptions

	Generic Laboratory - Moderate Service / Quality	Specialized High Quality Laboratory	I do not have an opinon about this subject
What is your overall perception of Viroclinics Biosciences? Please choose one of the 2 options (or choose N/A)	What is your overall perception of Viroclinics Biosciences? Please choose one of the 2 options (or choose N/A) Generic Laboratory - Moderate Service / Quality	What is your overall perception of Viroclinics Biosciences? Please choose one of the 2 options (or choose N/A) Specialized High Quality Laboratory	What is your overall perception of Viroclinics Biosciences? Please choose one of the 2 options (or choose N/A) I do not have an opinon about this subject

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CUSTOMER SATISFACTION SURVEY

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