Analysis of the clients’ satisfaction in the accredited laboratory

Purpose: of the presented paper aimed at motivating the necessity of the accreditation of testing and calibration laboratories and usage of analysis of the clients’ satisfaction as factors deciding about the competitive advantage of those organisations on the European Union market and guaranteeing their participation in the European conformity estimation system. Design/methodology/approach: used for the research has covered the analyses of level of the clients’ satisfaction conducted in the main activity ranges of Polish accredited laboratory. Findings: of the carried out research are as follows: analysis of the clients’ satisfaction is the most important form of verification of degree of the clients’ requirements realisation and, making a ranking of the best and the worst categories of activities of laboratory, can be treated as a reliable source of information needed for their improvement. Practical implications: refers to any organisation with the quality management system implemented as well as to any accredited laboratory using estimation of the clients’ satisfaction as an element of continuous improvement and treating the results of the analysis as an supporting element of the investigated area. Originality/value: of the presented paper covers the methodology taking advantage of the analysis of the clients’ satisfaction as a tool for assuring the conformity in the management system in testing and calibration laboratories.