## 4 Results and Discussion
### Frequency of Responses Analysis
The analysis reveals a prevalence of the most positive responses (very satisfied and satisfied) for all statements, with percentages ranging from 68.5% (S20, on the expertise of the technical support team) to 71.1% (S21, on solutions provided by technical support). The percentage of responses slightly satisfied varied between 16.0% (S21) and 18.4% (S20). Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) ranged from 7.8% (S20 and S21) to 8.2% (S19, on availability of technical support). In all statements within this area, some participants did not select any response, with this percentage ranging from 4.9% in S19 to 5.3% in S20. These findings indicate a positive opinion of the lab's technical support among participants. Figure 7 presents the percentage breakdown of responses to statements S22 to S24 (Table 1) regarding online services and tools. The analysis reveals a prevalence of the most positive responses (very satisfied and satisfied) for all statements, with percentages ranging from 60.2% (S27, on the effectiveness of the email scheduling process) to 72.1% (S25, on the usability of the lab's online portal). The percentage of responses slightly satisfied varied  
Figure 6: Percentage breakdown of responses to statements S19 to S21 on technical support. Figure 7: Percentage breakdown of responses to statements S22 to S24 on billing and payment. between 2.2% (S25) and 3.4% (S27). Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) ranged from 14.3% (S25) to 15.3% (S26, response time on appointment requests via email). In all statements within this area, some participants did not select any response, with this percentage ranging from 21.4% in S25 and S26 to 21.6% in S27. These findings indicate a positive opinion of the lab's online services and tools among participants. Nevertheless, given the percentage of negative responses and the number of participants who did not select any option, the laboratory should improve this type of service and actively promote its use by creating incentives for its adoption. An overall analysis of these results underlines that the lab customers' opinion regarding the quality of service provided is positive in all areas included in the study. Nevertheless, there was a percentage of less positive responses concerning certain aspects, namely clarity and effectiveness in responding to customer inquiries, the reliability of results, the clarity of analysis report presentations, the helpfulness of test result interpretation guidelines, the inclusion of legal information, billing and payment options, and the use of online services. These findings are consistent with the results of [PERSON] et al. [17], which indicate that although customer satisfaction was generally high, there were areas with less positive responses that needed improvement. These areas include the pre-service information, the attitude and behavior of the staff, the knowledge of the staff, the delivery deadlines, and the pricing policy. Although in other sectors of activity, various studies related to customer satisfaction have concluded that it is crucial for customer loyalty and the success of companies, being highly influenced by the quality of the service provided [7; 8; 9; 10; 11; 12; 21]. In the last section of the questionnaire, participants were asked to express their overall opinion about the service provided by the lab and the progression trend of their response. Figure 9 presents the percentage breakdown of responses to the statement in the third section of the questionnaire, while Figure 10 shows the breakdown of responses according to the trend indicated by the participants. The analysis of Figure 9 indicates that the general opinion of customers regarding the service provided by the lab is predominantly positive. Specifically, the percentages of positive responses (very satisfied, satisfied, and slightly satisfied) were 17.0%, 64.8%, and 9.2%, respectively.