The National Center for Certification and Health Products (CNCps) has conducted a satisfaction survey to know the opinion of its customers on the experience in the certification process of the National Center for Certification and Health Products (CNC). Regulation (EU) 2017/745, of April, regulating medical devices (MDR). In it, 60% of companies consider CNCps a key strategic partner, with good value for money and high levels of overall satisfaction, 95.4% would repeat the experience and 100% would recommend it.
This specific and independent study of the biannual surveys that it conducts to its stakeholders as part of the quality program of the Public Administrations, was carried out last March with the objective of detecting opportunities for improvement that allow to continue adapting the services to the real needs of companies.
The survey has obtained a response rate of 70%, which provides a solid basis for analysis and reflects a high level of involvement of the companies with which the agency works. The results have been very positive, which confirms that the services provided largely meet expectations, which makes us happy and motivates us to continue working in this line. We also identify opportunities for improvement in certain specific aspects that allow us to further increase the quality of the service. Likewise, many companies expressed a strong interest in receiving more training in key issues for the development of their activities, which represents a valuable opportunity to strengthen the value proposition and foster stronger relationships with customers.
The six blocks of questions that this study consists of are the following:
- Certification process and adaptation to the MDR: Most of the companies surveyed have already started the MDR certification process, although only a quarter have completed it. Many have not yet certified their entire catalog, mainly due to limitations in obtaining clinical data and availability of specialized resources in the company. The regulation has generated improvements in products and, although some R&D projects have slowed down, the overall effect is positive, since it acts as an engine of technological modernization in the field of innovation.
- Costs and deadlines of the process: More than 66% of companies considered that the costs were transparent and 100% found them predictable, which indicates good initial planning. Most of the companies surveyed indicated that the certification deadline had been adjusted to their expectations. However, there is some disparity in satisfaction with the results of the technical review and audits, although intermediate/high scores are achieved.
- Factors of choice of CNCps and service valuation: the companies mainly value the geographical proximity of the Centre, followed by the speed of the process and the continuity of the audit staff. In contrast, factors such as reputation, cost of service and technical accreditation scored lower (averaging 7 out of 10), indicating that they are not as decisive in the choice. Aspects such as the experience of the auditors and the quality in the communication obtained intermediate valuations. More than 60% of companies give an outstanding rating to their relationship with CNCps and 60% of them also give an outstanding rating to their degree of confidence in the Center.
- Auditor’s perception: The survey reflects a clear positive assessment of the attitude and human aspects of the CNCps auditors. The best valued quality has been to encourage companies to continue working, which suggests that constructive accompaniment during audit processes is especially appreciated. It is followed by other well-valued qualities such as being up-to-date with legislative changes, being ethical, having good communication skills, being open-minded, providing global vision and being empathetic. All these features reinforce the image of a close, informed and human auditor. 60% of the respondents give an outstanding performance to the last auditors they have worked with, as well as the relationship and degree of confidence in the CNCps.
- Communication and digital tools: With regard to communication channels, companies prefer verbal communication during audits, followed by e-mail and telephone calls. Face-to-face meetings and the CNCps IT application were less valued, probably because of the need for scrolling or because of the interface management. It is striking that video calls have been less valued than phone calls, despite allowing visual communication. This difference could be explained by technical problems when connecting or by a lower perception of proximity compared to direct telephone interaction. Even so, the clarity and updating of the information provided is positively valued.
- Global perception and loyalty: companies consider CNCps a key strategic partner, with good value for money and high levels of overall satisfaction. 95.4% would repeat the experience and 100% would recommend it.