Organizational development
Optimization of our services
In addition to being a regulator and expert, the RvA is also a service provider. Our customers come first.
Regulator, expert and service provider
The RvA is a regulatory body and expert in the field of accreditation. At the same time, we are committed to providing our customers with high-quality service. We do this by, among other things, developing new accreditations, processing scope extensions efficiently and rescheduling assessments where necessary.
In 2025, 19 new accreditations were granted to new customers. In 2024, the figure was 13. Including scope extensions, we granted slightly fewer accreditations in total than in 2024. This is due to mergers and acquisitions across all sectors, particularly among medical laboratories.
Turnaround times
The turnaround times for scope expansions and new accreditation applications are receiving our explicit attention. The average turnaround time for new accreditations was 11 months, which is a slight increase (4%) compared to 2024. This appears long; it is primarily due to the additional steps that must be completed during an initial assessment, including the preliminary assessment. Because a new client has no prior experience with accreditation requirements, they also need more time to take corrective measures regarding areas where they do not yet meet these requirements.
Existing clients frequently expand their activities and request scope extensions for this purpose. The total weighted average turnaround time for the assessment of extension requests was 6 months in 2025 and 5 months in 2024. Attrition and the departure of RvA colleagues were the underlying causes. This must be improved.
Pilot for announcing extention requests
In 2023, the RvA launched a pilot scheme for ‘announcing extension requests’. As the early notification of an extension application during this pilot provided clarity to both the client and the RvA’s staff regarding the schedule and had a positive impact on turnaround times, the RvA has decided to offer clients two options for extension applications from now on: via the standard route or via the new method of early notification.
The number of clients who have opted for early notification so far remains limited. Only 12 clients have opted for this new approach. The average turnaround time with this option is 87 days, with a negative outlier of 109 days. This is a significant difference compared to the standard process. The reduction in turnaround time under the new approach is achieved by reserving time in the calendar of L:ead Assessors and office staff in advance. However, this is not without obligation.
Customer satisfaction survey
The RvA resumed conducting customer satisfaction surveys in the third quarter of 2025. Another survey was carried out in the fourth quarter. The response rates were 32% and 26% respectively.
In general, customers perceive the RvA as highly knowledgeable and helpful. There is a low barrier to contacting RvA staff. The RvA is also seen as transparent in its working methods and decisions. This may be due to the fact that the RvA’s policy rules were revised last year and reduced by approximately 40%. Moreover, they have become much easier to read.
A quarter of respondents feel that their interests as customers are not adequately represented. This is clear feedback and warrants some investigation. Could this be because the RvA acts not only as a service provider but also as a regulator? These are two roles that do not always seem to sit well together.
The RvA scores very well regarding the clarity of what the RvA expects from the customer and what the customer expects from the RvA. The multi-year schedule for the assessments is also perceived as clear. The added value of the non-conformities identified by the RvA scores highly. We consider this an important outcome in relation to our role as a service provider.
Unfortunately, half of the customers does not always have a positive experience using the Prisma Reporting Tool. This is a clear finding. Not pleasant to hear, but certainly useful. The RvA expects an improvement in the score following the launch of the more user-friendly version at the end of the first quarter of 2026.
What is new
- Development process for biobanks: the first assessment of biobanks was carried out in November 2025 and was immediately incorporated into the peer evaluation.
- ISO/IEC 17029 was introduced several years ago as a standard for validation and verification. More and more new fields of activity are being added for accreditation, such as the development of CPR 3+ and CBAM.
- The European Commission regularly introduces new legislation:
- The Cyber Resilience Act (EU) 2024/2847 sets new requirements for the security of products with digital elements and for keeping these products secure throughout their expected lifespan.
- The European Battery Regulation (EU) 2023/1542 sets new requirements for the sustainability, safety, origin and recycling of batteries placed on the market in the European Union.
- There are also smaller initiatives such as:
- The World Marrow Donor Association (WMDA) certifies stem cell transplant centres and intends to do so under accreditation.
- The certification of sustainable tourism is on the rise and will be brought under accreditation in the future.
