MUST - Survey 4: Institutional Stakeholder 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

Type of Organization (e.g., Donor, Bank, Partner, Alumni) *

Duration of Engagement / Collaboration with MUST *

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)

Section 1: Donors / Funding Agencies

1. Existence of clear transparency and open accountability mechanisms in the utilization of disbursed funds. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. Timely production and submission of complete and accurate financial statements or audit reports. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. Absence of operational delays or lack of adherence to agreed implementation timelines for funded projects. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Availability of clear monitoring and evaluation (M&E) reports that demonstrate definitive project impacts. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. Lack of unresponsiveness or delayed communication from the University's project teams and management. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

6. Strict adherence and full compliance with grant-specific terms, regulatory guidelines, and statutory legal frameworks. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Section 2: Financial Institutions

This section targets commercial banks, development financial institutions, and insurance/credit partners.

1. Regular existence of structural reliability and consistency in adhering to loan/credit repayment schedules. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. High level of professionalism, integrity, and operational efficiency within the University's Finance and Accounts team. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. Prompt availability and submission of complete KYC documentation, financial disclosures, and borrowing instruments. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Turnaround time deficiencies or lack of promptness in processing institutional payments, payroll dispatches, and statutory remittances. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. Existence of robust, documented internal financial controls and risk mitigation strategies. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

6. Positive receptiveness and openness to financial innovations, institutional digital banking solutions, and investment advisory. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Section 3: Partners & Collaborators

This section targets international universities, research institutions, industry partners, and government ministries/agencies.

1. Demonstration of full commitment and lack of negligence in executing joint activities outlined in signed MOUs/MOAs. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. Active presence of a collaborative culture regarding co-publishing research, technical expertise sharing, and academic resource exchange. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. Existence of strong co-creation efforts in curriculum development, joint grant proposals, and technical innovations. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Efficiency and active operational coordination from the University's linkages and international programs office. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. Fair allocation, optimal optimization, or noticeable lack of structural barriers when sharing collaborative facilities and equipment. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

6. Turnaround speed, fairness, and maturity in resolving operational bottlenecks or intellectual property disputes. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

Section 4: Alumni Association

This section targets graduates of MUST across all faculties and cohorts.

1. Relevance of the curriculum and existence of practical training gaps that affected your preparation for the job market or entrepreneurship. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

2. Level of institutional pride and willingness to actively recommend Meru University of Science and Technology to prospective students. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

3. Frequency and quality of structured engagement, regular updates, and newsletters received from the Alumni Office. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

4. Existence of accessible, effective networking platforms, university-organized alumni events, and mentorship forums. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

5. Delays, backlogs, or lack of efficiency in processing and issuing academic certificates and official transcripts. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

6. Availability of structured opportunities for alumni to actively participate in university governance, development, or advisory boards. *1 - Very Dissatisfied2 - Dissatisfied3 - Neutral4 - Satisfied5 - Very Satisfied

PART C: OPEN-ENDED FEEDBACK & RECOMMENDATIONS

1. Please highlight any specific area where Meru University of Science and Technology has excelled in its engagement with your organization/cohort: *

2. Identify any key bottlenecks, delays, or areas requiring immediate improvement in our relationship: *

3. Provide any strategic recommendations for future collaboration or partnership growth with MUST: *

MUST – Survey 4: Institutional Stakeholder Satisfaction Survey