2016 Swaziland Service Excellence Awards Survey

The Chartered Institute of Customer Management is kindly asking you to take 3 minutes of your time to complete this questionnaire. The feedback  will be used to rate and select organisations who are doing well in offering the best customer service and experience to their clients and consumers. Your honest opinion and time is greatly appreciated.

  1. As a customer, which organizations have strived to meet your needs or provided the best customer service experience in the country? Please respond with the best organisation for each sector.

Hospitality Sector                                                                          ……………………………………………………………..

Travel Agencies/ Tour Operators Category                          ……………………………………………………………..

Air transport category                                                                                   ……………………………………………………………..

Banking Category                                                                          ……………………………………………………………..

Local Authorities Category                                                         ……………………………………………………………..

Insurance Companies Category                                                                 ……………………………………………………………..

Mobile Telecommunication Companies Category             ……………………………………………………………..

Healthcare Category                                                                                      ……………………………………………………………..

Retail Grocery Category                                                               ……………………………………………………………..

Clothing Retail Category                                                              ……………………………………………………………..

Fast Foods Category                                                                                      ……………………………………………………………..

Pharmacies Category                                                                                     ……………………………………………………………..

Universities/Education Category                                                               …………………………………………………………

Funeral Assurance Category                                                                       ……………………………………………………………..

Manufacturing Sector (Service quality):                                                  ……………………………………………………………..

Car Sales Category                                                                                          ……………………………………………………………..

Courier Services Category                                                           ……………………………………………………………..

Service Stations Category                                                           ……………………………………………………………..

Parastatals or State Owned Enterprises Category             ……………………………………………………………..

Security Services category                                                          ……………………………………………………………..

  1. Which company operates the best call centre in the country?

……………………………………………………………..……………………………………………………………..

  1. Which company has the best Corporate Responsibility Program in the country?

……………………………………………………………..……………………………………………………………..

  1. Which company executive has demonstrated vision and leadership in building a customer centric culture in their organization?

Name of Executive:                                                                                        ……………………………………………………………..

Name of Organisation:                                                                                 ……………………………………………………………..

  1. How do you rate the level of customer service in the country using a scale of 1-10. 1 being the worst and 10 being the best.

……………………………………………………………..

  1. Which 3 customer service qualities do you expect from your service providers? e.g. speed of service, staff attitude etc.
  2. ……………………………………………………………..
  3. ……………………………………………………………..
  4. ……………………………………………………………..

……………………………………………………………..End……………………………………………………………..

Thank you for taking time to complete this questionnaire

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