Northwest Tissue Services

Customer Perception and Market Survey

Northwest Tissue Services (NWTS) is a division of the Puget Sound Blood Center established in 1988 that provides high quality tissue for transplant in a service area encompassing Washington, Montana, and Northern Idaho. BERK conducted a Customer Perception and Market Survey to identify what customers value in tissue distribution services and in NWTS; assess customer satisfaction with NWTS services; and identify trends and opportunities in the tissue distribution market.

In coordination with NWTS, we identified key customers in the state, region, and across the U.S. We conducted 30 customer interviews and summarized key findings, and documented our approach into a concise report for the Board of Directors and staff. The report recommendations inform NWTS’ continued efforts to improve its service delivery to customers.