Report Summary
This report provides members of the Forensic Services Committee with an overview of Forensic Services Customer Survey Update.
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Meeting
The publication discussed was referenced in the meeting below
Forensic Services Committee - 7 August 2025
Date : 07 August 2025
Location : Online
Background
ISO Standard 17025: 2017 clause 8.6.2 requires the laboratory to seek feedback, both positive and negative, from its customers. The feedback that Forensic Services receives, including any complaints, is reported internally and to the SPA FS Committee.
The feedback received is analysed and used to improve the management system, laboratory activities and customer service through corrective and preventive actions. This ensures customer led continuous improvement.
Examples of the sources of feedback also include customer satisfaction surveys through application of Forensic Services Standard Operating Procedure FS-QUA-0007 – Customer Service and Feedback.
The Forensic Services customer survey is conducted approximately every 24 months using an online survey platform with a question set designed to provide comparable feedback on the services provided to Police Scotland, COPFS and PIRC.
The response from the Customer Survey is discussed by the FS SMT and action plans documented by the Heads of Function to address any relevant issues raised. Where practicable, the action plan will feed directly into the Forensic Services planning process.
