We’re proud to share the results of our latest customer satisfaction survey, which highlight the positive impact of our continued commitment to service excellence. With a satisfaction rating of 90.74% and high scores across key areas like speed of response, friendliness, communication, and problem resolution, the feedback speaks for itself. Check out our results below!
A Closer Look at the Customer Satisfaction Survey Results
In 2025, we conducted a comprehensive customer satisfaction survey—and the results speak volumes. Overall satisfaction rose to 90.74%, up from 87% in 2023, showing the clear progress we’ve made in the eyes of our customers.
One of the most encouraging findings is that 86.4% of customers said they are likely to recommend us to a colleague, a strong signal of trust in our service.
What’s Driving the Improvement?
A key factor behind the improved scores is our recent relocation at the national distribution centre at Fairham Business Park, which 27% of customers cited as having made a noticeable positive difference. Learn how that impacted our service here.
We also saw strong satisfaction ratings in several service areas:
- Friendliness: 97.56%
- Quality of communication: 94.75%
- Helpfulness: 94.50%
- Speed of response: 92.43%
- Pricing: 92.64%
- Resolving your request or problem: 91.05%
- Product availability: 82.84%
- Speed of delivery: 80.12%
These results underscore the positive impact of our efforts and reinforce our commitment to customer satisfaction.
Here is some of the feedback we've received:
"Excellent service with rapid response. The large selection and competitive prices makes SLS one of the best suppliers." - Xias Bio Limited
"I had a smooth and hassle-free shopping experience. The response time was quick, and the service was friendly and helpful. Communication was clear, and any issues were resolved efficiently. Delivery was prompt, pricing was fair, and the products I needed were readily available. Overall, a great experience." -University of Reading
"I am more than happy with all aspects of the service from SLS." - BAM Ritchies (Laboratory)
"I am always pleased with the folks at SLS, they are friendly and helpful" - Kingston University
Thank you to everyone who participated in our survey and for choosing us as your trusted lab supplier.