## 4 Results and Discussion
### Frequency of Responses Analysis  
Figure 3 presents the percentage breakdown of responses to statements S1 to S7 (Table 1) regarding customer service. The analysis reveals a strong prevalence of the most positive responses (very satisfied and satisfied) for all statements, with percentages ranging from 71.4% (S7, on clarity in answer to question) to 95.2% (S2, on easiness of contact). The percentage of responses slightly satisfied varied between 2.9% (S2) and 12.4% (S5, on service flexibility). Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) were minimal, ranging from 1.5% (S1, on staff friendlily and approachability) to 5.6% (S5). However, statements S6 (on effectiveness in clarification of questions) and S7 stood out with higher percentages (13.8% and 20.6%, respectively). Only in statement S5 did 0.5% of the participants not select any option. These findings indicate a highly positive opinion of the lab's customer service among participants. Nevertheless, regarding clarity and effectiveness in responding to customer inquiries, some participants have expressed less favorable opinions, suggesting an area for the lab to improve in the future. Figure 4 presents the percentage breakdown of responses to statements S8 to S13 (Table 1) regarding the quality of service provided. The analysis reveals a strong prevalence of the most positive responses (very satisfied and satisfied) for all statements, with percentages ranging from 69.6% (S11, on reliability of results) to 90.8% (S10, on number  
Figure 3: Percentage breakdown of responses to statements S1 to S7 on customer service. and type of tests available). The percentage of responses slightly satisfied varied between 6.8% (S10) and 15.8% (S8, on explanation of the testing process). Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) ranged from 2.4% (S10) to 10.4% (S13, on delivery deadlines). However, statement S11 stood out with a higher percentage (20.7%). In statements S8 and S11, 2.4% and 1.7% of the participants did not select any option, respectively. These findings indicate a highly positive opinion of the quality of the lab's services among participants. However, concerning the reliability of results, some participants have stated less favorable opinions, suggesting an aspect for the lab to address going forward. Figure 5 presents the percentage breakdown of responses to statements S14 to S18 (Table 1) regarding support documentation. The analysis reveals a prevalence of the most positive responses (very satisfied and satisfied) for all statements, with percentages ranging from 50.5% (S17, on the helpfulness of test resit interpretation guidelines) to 84.7% (S14, on clarity of presentation of the commercial proposal). The percentage of responses slightly satisfied varied between 2.4% (S14) and 12.4% (S17). Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) ranged from 5.1% (S14 and S16) to 27.9% (S17), with statements S15, S17, and S18 standing out with percentages higher than 15%. Except for statement S15, some participants did not provide any response in all other statements, with S17 and S18 standing out at 3.9% and 7.5%, respectively. These findings indicate a positive opinion of the lab's support documentation among participants. However, regarding the clarity of analysis report presentations, the helpfulness of test result interpretation guidelines, and the inclusion of legal information, some participants have expressed less favorable opinions, revealing areas for the lab to address in the future. Figure 4: Percentage breakdown of responses to statements S8 to S13 on quality of service provided. Figure 5: Percentage breakdown of responses to statements S8 to S13 on support documentation. Figure 6 presents the percentage breakdown of responses to statements S19 to S21 (Table 1) regarding technical support.