MUST - Survey 2: Supplier & Service Provider Satisfaction Survey

Introduction

Meru University of Science and Technology (MUST) is committed to providing high-quality education, fostering impactful research, and maintaining excellent relations with our suppliers and host community. These surveys measure customer satisfaction, identify service delivery gaps, and drive institutional continuous improvement in line with ISO 9001:2015 and ISO 21001:2018 standards. Your responses will be treated with absolute confidentiality.

PART A: GENERAL & DEMOGRAPHIC INFORMATION

Category of Goods/Services Provided *

Duration of Engagement with MUST *

Supply Category *Supply of GoodsWorks / ConstructionProvision of Services / Consultancy

Scale of Business *Large / Framework Contract VendorSmall & Medium Enterprise (SME)

PART B: SATISFACTION RATINGS

Rate your satisfaction by selecting the appropriate option based on the 5-Point Likert Scale: 1 = Very Dissatisfied (VD) | 2 = Dissatisfied (D) | 3 = Neutral (N) | 4 = Satisfied (S) | 5 = Very Satisfied (VS)

Cluster 1: Procurement Process, Tendering & Transparency

1. The University's tender and quotation advertisements are clear, comprehensive, and non-discriminatory. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. The pre-qualification and supplier selection process is fair, transparent, and merit-based. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. The Procurement Department provides professional guidance and feedback during bid evaluations. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. The technical and commercial specifications provided in the bidding documents are precise and unambiguous. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. The time allowed for bid submission and documentation response is adequate. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Cluster 2: Contract Management, Delivery & Inspection

1. Local Purchase Orders (LPOs) and Local Service Orders (LSOs) are processed and issued on time. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. The University Procurement and User Departments coordinate effectively during goods delivery. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. The Inspection and Acceptance Committee conducts verification processes efficiently and fairly. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Goods rejection criteria (where applicable) are objective, justified, and professionally communicated. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. The contract terms and obligations are respected by both parties throughout the delivery cycle. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Cluster 3: Payment Processes, Financial Efficiency & Professionalism

1. Invoices and payment certificates are processed within the agreed contract timelines. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. The Finance and Accounts department provides prompt feedback on the status of pending payments. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. The payment distribution mechanisms (e.g., EFT, RTGS, Cheques) are smooth and error-free. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. University procurement personnel maintain absolute integrity and resist unethical practices. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. The University proactively communicates any system delays or changes in payment schedules. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Cluster 4: Relationship Management & Dispute Resolution

1. The Procurement and Legal departments are open to collaborative problem-solving and dialogue. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. Disputes, contract variations, or misunderstandings are resolved amicably and professionally. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. The University treats suppliers as valuable business partners rather than just vendors. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Supplier performance evaluation feedback is shared transparently to encourage mutual growth. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. Overall professional communication channels (emails, letters, meetings) are open and responsive. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

PART C: OPEN-ENDED FEEDBACK & RECOMMENDATIONS

1. What do you appreciate most about the services offered by Meru University of Science and Technology? *

2. Please outline specific areas where the University needs to improve its services. *

MUST – Survey 2: Supplier & Service Provider Satisfaction Survey