## 4 Results and Discussion
### Frequency of Responses Analysis
Negative responses (slightly dissatisfied, dissatisfied, and very dissatisfied) were minimal, being chosen by only 4.4%, 2.7%, and 1.9% of participants, respectively. These findings are consistent with the results of [PERSON] et al. [17], which indicate that all participants declared their willingness to recommend the laboratory, revealing a high degree of satisfaction with the services provided. Figure 8: Percentage breakdown of responses to statements S22 to S24 on online services and tools. The analysis of Figure 10 shows that the majority of participants who selected the most positive/negative responses did not indicate any trend, revealing a consolidated opinion. The high percentage of customers indicating either extremely negative or extremely positive responses without specifying a future trend may reflect that the customer has a well-established opinion, such as being very dissatisfied (extremely negative) or very satisfied (extremely positive). In these cases, the customer might feel that any mention of future trends is unnecessary. Furthermore, the customer might believe that the trend is implicit in their response. If they are extremely satisfied, they might assume that the situation can only stay the same or worsen in the future. Conversely, if they are extremely dissatisfied, they might feel that the situation will either stay the same or improve. Therefore, they see no need to explicitly state a trend. Among participants who selected other options, the majority indicated an upward trend, ranging from 52.6% to 61.1%. The downward trend was indicated by a percentage of participants that ranged from 16.7% to 35.6%. These results suggest that customer opinion is generally very positive. Nevertheless, there is potential for improvement, particularly in the areas identified previously. By addressing these specific aspects, the laboratory could further enhance customer satisfaction. The fact that most participants showed an upward trend in their overall opinion may be related to  
Figure 10: Percentage breakdown of response trends in the third section of the questionnaire. Figure 9: Percentage breakdown of responses to the statement included in the third section of the questionnaire. the laboratory's accreditation under the ISO/IEC 17025 standard. This accreditation ensures rigorous procedures for method validation, equipment calibration, and staff competency, which together reduce errors and improve the consistency of outcomes. Indeed, the efforts made by the laboratory to meet customers' needs and expectations have proven effective. As shown in Figure 10, the majority of customers who expressed dissatisfaction or slight dissatisfaction have indicated a positive trend in the evolution of their opinions. This suggests that the laboratory's proactive measures are successfully addressing concerns and improving overall customer satisfaction. These results are consistent with those of [PERSON] et al. (2017), who found that customer satisfaction with a water laboratory accredited under the same standard in Turkey was 96.6%. Additionally, studies in other sectors highlight the importance of accreditation and/or quality management systems in achieving high levels of customer satisfaction ([PERSON] et al., 2018; [PERSON] et al., 2019; [PERSON] et al., 2020).