KASNEB CUSTOMER SATISFACTION SURVEY 2024

Introduction

Kasneb has contracted Millenium Management Consultants Limited to carry out a customer satisfaction, experience and brand awareness survey. The purpose of this survey is to establish the level of customer satisfaction and brand awareness among interested stakeholders and also identify ways of improving service delivery. We request you to fill all sections of this questionnaire and return it to the MMCAFRICA Officer who will be available for any assistance. Do not indicate your name. Your responses will be treated confidentially.

1. Gender

(a) Male
(b) Female

3. (a) Are you having any form of Disability?

(a) Yes
(b) No

3. (b) If your response is YES in 3(a) above, please indicate the form of disability e.g. physical, visual, hearing etc

CUSTOMER SATISFACTION LEVELS

Please indicate the extent to which you agree with the following statements about kasneb on a five-point Likert scale (1-5). (1-strong disagreement, 5-strong agreement)

7. Kasneb qualifications/certification *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb qualifications are relevant and aligned to current labour market needs	a) kasneb qualifications are relevant and aligned to current labour market needs StronglyDisagree(1)	a) kasneb qualifications are relevant and aligned to current labour market needs Disagree(2)	a) kasneb qualifications are relevant and aligned to current labour market needs Neutral(3)	a) kasneb qualifications are relevant and aligned to current labour market needs Agree(4)	a) kasneb qualifications are relevant and aligned to current labour market needs Strongly Agree(5)
b) kasneb qualifications are well recognized in the labour market	b) kasneb qualifications are well recognized in the labour market StronglyDisagree(1)	b) kasneb qualifications are well recognized in the labour market Disagree(2)	b) kasneb qualifications are well recognized in the labour market Neutral(3)	b) kasneb qualifications are well recognized in the labour market Agree(4)	b) kasneb qualifications are well recognized in the labour market Strongly Agree(5)
c) Certificates are released on time to those who have completed the course requirements	c) Certificates are released on time to those who have completed the course requirements StronglyDisagree(1)	c) Certificates are released on time to those who have completed the course requirements Disagree(2)	c) Certificates are released on time to those who have completed the course requirements Neutral(3)	c) Certificates are released on time to those who have completed the course requirements Agree(4)	c) Certificates are released on time to those who have completed the course requirements Strongly Agree(5)

d) What advice would you give for kasneb to improve its certification process?

8. Promotion of kasneb qualifications *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb provides appropriate advice and guidance on its qualifications	a) kasneb provides appropriate advice and guidance on its qualifications StronglyDisagree(1)	a) kasneb provides appropriate advice and guidance on its qualifications Disagree(2)	a) kasneb provides appropriate advice and guidance on its qualifications Neutral(3)	a) kasneb provides appropriate advice and guidance on its qualifications Agree(4)	a) kasneb provides appropriate advice and guidance on its qualifications Strongly Agree(5)
b) kasneb qualifications are credible	b) kasneb qualifications are credible StronglyDisagree(1)	b) kasneb qualifications are credible Disagree(2)	b) kasneb qualifications are credible Neutral(3)	b) kasneb qualifications are credible Agree(4)	b) kasneb qualifications are credible Strongly Agree(5)
c) kasneb qualifications are internationally recognized	c) kasneb qualifications are internationally recognized StronglyDisagree(1)	c) kasneb qualifications are internationally recognized Disagree(2)	c) kasneb qualifications are internationally recognized Neutral(3)	c) kasneb qualifications are internationally recognized Agree(4)	c) kasneb qualifications are internationally recognized Strongly Agree(5)
d) kasneb sensitizes stakeholders/employers on their qualifications	d) kasneb sensitizes stakeholders/employers on their qualifications StronglyDisagree(1)	d) kasneb sensitizes stakeholders/employers on their qualifications Disagree(2)	d) kasneb sensitizes stakeholders/employers on their qualifications Neutral(3)	d) kasneb sensitizes stakeholders/employers on their qualifications Agree(4)	d) kasneb sensitizes stakeholders/employers on their qualifications Strongly Agree(5)

e) What advice would you give for kasneb to improve promotion of its qualifications?

9. Syllabuses *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb syllabuses are globally competitiveemployee	a) kasneb syllabuses are globally competitiveemployee StronglyDisagree(1)	a) kasneb syllabuses are globally competitiveemployee Disagree(2)	a) kasneb syllabuses are globally competitiveemployee Neutral(3)	a) kasneb syllabuses are globally competitiveemployee Agree(4)	a) kasneb syllabuses are globally competitiveemployee Strongly Agree(5)
b) kasneb takes into account current world dynamics	b) kasneb takes into account current world dynamics StronglyDisagree(1)	b) kasneb takes into account current world dynamics Disagree(2)	b) kasneb takes into account current world dynamics Neutral(3)	b) kasneb takes into account current world dynamics Agree(4)	b) kasneb takes into account current world dynamics Strongly Agree(5)
c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands	c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands StronglyDisagree(1)	c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands Disagree(2)	c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands Neutral(3)	c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands Agree(4)	c) Curricula research, development and review process involves inputs from key stakeholders to ensure it meets market demands Strongly Agree(5)
d) kasneb syllabuses are in line with market requirements	d) kasneb syllabuses are in line with market requirements StronglyDisagree(1)	d) kasneb syllabuses are in line with market requirements Disagree(2)	d) kasneb syllabuses are in line with market requirements Neutral(3)	d) kasneb syllabuses are in line with market requirements Agree(4)	d) kasneb syllabuses are in line with market requirements Strongly Agree(5)
e) Changes are communicated in timely manner	e) Changes are communicated in timely manner StronglyDisagree(1)	e) Changes are communicated in timely manner Disagree(2)	e) Changes are communicated in timely manner Neutral(3)	e) Changes are communicated in timely manner Agree(4)	e) Changes are communicated in timely manner Strongly Agree(5)

f) What additional measures should kasneb take to improve on its syllabuses?

10. Administration of examinations *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) Examinations development and processing demonstrates high level of integrity	a) Examinations development and processing demonstrates high level of integrity StronglyDisagree(1)	a) Examinations development and processing demonstrates high level of integrity Disagree(2)	a) Examinations development and processing demonstrates high level of integrity Neutral(3)	a) Examinations development and processing demonstrates high level of integrity Agree(4)	a) Examinations development and processing demonstrates high level of integrity Strongly Agree(5)
b) Examination results are released on time and accessible through the student portal	b) Examination results are released on time and accessible through the student portal StronglyDisagree(1)	b) Examination results are released on time and accessible through the student portal Disagree(2)	b) Examination results are released on time and accessible through the student portal Neutral(3)	b) Examination results are released on time and accessible through the student portal Agree(4)	b) Examination results are released on time and accessible through the student portal Strongly Agree(5)
c) kasneb examinations are aligned to the syllabus requirements	c) kasneb examinations are aligned to the syllabus requirements StronglyDisagree(1)	c) kasneb examinations are aligned to the syllabus requirements Disagree(2)	c) kasneb examinations are aligned to the syllabus requirements Neutral(3)	c) kasneb examinations are aligned to the syllabus requirements Agree(4)	c) kasneb examinations are aligned to the syllabus requirements Strongly Agree(5)
d) Examination fees are affordable	d) Examination fees are affordable StronglyDisagree(1)	d) Examination fees are affordable Disagree(2)	d) Examination fees are affordable Neutral(3)	d) Examination fees are affordable Agree(4)	d) Examination fees are affordable Strongly Agree(5)
e) Accredited kasneb institutions/centres provide conducive academic environment	e) Accredited kasneb institutions/centres provide conducive academic environment StronglyDisagree(1)	e) Accredited kasneb institutions/centres provide conducive academic environment Disagree(2)	e) Accredited kasneb institutions/centres provide conducive academic environment Neutral(3)	e) Accredited kasneb institutions/centres provide conducive academic environment Agree(4)	e) Accredited kasneb institutions/centres provide conducive academic environment Strongly Agree(5)
f) Accredited kasneb institutions/centres are accessible to the students	f) Accredited kasneb institutions/centres are accessible to the students StronglyDisagree(1)	f) Accredited kasneb institutions/centres are accessible to the students Disagree(2)	f) Accredited kasneb institutions/centres are accessible to the students Neutral(3)	f) Accredited kasneb institutions/centres are accessible to the students Agree(4)	f) Accredited kasneb institutions/centres are accessible to the students Strongly Agree(5)
g) kasneb training materials are reliable and easy to understand	g) kasneb training materials are reliable and easy to understand StronglyDisagree(1)	g) kasneb training materials are reliable and easy to understand Disagree(2)	g) kasneb training materials are reliable and easy to understand Neutral(3)	g) kasneb training materials are reliable and easy to understand Agree(4)	g) kasneb training materials are reliable and easy to understand Strongly Agree(5)
h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers	h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers StronglyDisagree(1)	h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers Disagree(2)	h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers Neutral(3)	h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers Agree(4)	h) kasneb fees structure is easily accessible and payment systems have been well integrated with financial service providers Strongly Agree(5)

i) What measures should kasneb take to improve on its examination administration processes?

11. Service Delivery *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) There is timely and efficient delivery of services from kasneb	a) There is timely and efficient delivery of services from kasneb StronglyDisagree(1)	a) There is timely and efficient delivery of services from kasneb Disagree(2)	a) There is timely and efficient delivery of services from kasneb Neutral(3)	a) There is timely and efficient delivery of services from kasneb Agree(4)	a) There is timely and efficient delivery of services from kasneb Strongly Agree(5)
b) The services I received were communicated in a clear and informative manner.	b) The services I received were communicated in a clear and informative manner. StronglyDisagree(1)	b) The services I received were communicated in a clear and informative manner. Disagree(2)	b) The services I received were communicated in a clear and informative manner. Neutral(3)	b) The services I received were communicated in a clear and informative manner. Agree(4)	b) The services I received were communicated in a clear and informative manner. Strongly Agree(5)
c) kasneb embraces modern technology in its operations	c) kasneb embraces modern technology in its operations StronglyDisagree(1)	c) kasneb embraces modern technology in its operations Disagree(2)	c) kasneb embraces modern technology in its operations Neutral(3)	c) kasneb embraces modern technology in its operations Agree(4)	c) kasneb embraces modern technology in its operations Strongly Agree(5)
d) It takes time to obtain needed services when you visit kasneb offices	d) It takes time to obtain needed services when you visit kasneb offices StronglyDisagree(1)	d) It takes time to obtain needed services when you visit kasneb offices Disagree(2)	d) It takes time to obtain needed services when you visit kasneb offices Neutral(3)	d) It takes time to obtain needed services when you visit kasneb offices Agree(4)	d) It takes time to obtain needed services when you visit kasneb offices Strongly Agree(5)
e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff	e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff StronglyDisagree(1)	e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff Disagree(2)	e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff Neutral(3)	e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff Agree(4)	e) Overall, I am satisfied with the way the service/product was provided by the kasneb staff Strongly Agree(5)
f) kasneb staff offer services to customers freely and without favouritism	f) kasneb staff offer services to customers freely and without favouritism StronglyDisagree(1)	f) kasneb staff offer services to customers freely and without favouritism Disagree(2)	f) kasneb staff offer services to customers freely and without favouritism Neutral(3)	f) kasneb staff offer services to customers freely and without favouritism Agree(4)	f) kasneb staff offer services to customers freely and without favouritism Strongly Agree(5)
g) Customer needs are well determined and understood by the staff	g) Customer needs are well determined and understood by the staff StronglyDisagree(1)	g) Customer needs are well determined and understood by the staff Disagree(2)	g) Customer needs are well determined and understood by the staff Neutral(3)	g) Customer needs are well determined and understood by the staff Agree(4)	g) Customer needs are well determined and understood by the staff Strongly Agree(5)
h) kasneb staff members are courteous and treat customers professionally	h) kasneb staff members are courteous and treat customers professionally StronglyDisagree(1)	h) kasneb staff members are courteous and treat customers professionally Disagree(2)	h) kasneb staff members are courteous and treat customers professionally Neutral(3)	h) kasneb staff members are courteous and treat customers professionally Agree(4)	h) kasneb staff members are courteous and treat customers professionally Strongly Agree(5)

i) What recommendation would you give for kasneb to improve its service delivery level?

12. Complaints Handling *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb has an established complaint handling mechanism I need to do my job.	a) kasneb has an established complaint handling mechanism I need to do my job. StronglyDisagree(1)	a) kasneb has an established complaint handling mechanism I need to do my job. Disagree(2)	a) kasneb has an established complaint handling mechanism I need to do my job. Neutral(3)	a) kasneb has an established complaint handling mechanism I need to do my job. Agree(4)	a) kasneb has an established complaint handling mechanism I need to do my job. Strongly Agree(5)
b) kasneb has clearly communicated the complaint handling process	b) kasneb has clearly communicated the complaint handling process StronglyDisagree(1)	b) kasneb has clearly communicated the complaint handling process Disagree(2)	b) kasneb has clearly communicated the complaint handling process Neutral(3)	b) kasneb has clearly communicated the complaint handling process Agree(4)	b) kasneb has clearly communicated the complaint handling process Strongly Agree(5)
c) There is a way one can anonymously report a complaint at kasneb	c) There is a way one can anonymously report a complaint at kasneb StronglyDisagree(1)	c) There is a way one can anonymously report a complaint at kasneb Disagree(2)	c) There is a way one can anonymously report a complaint at kasneb Neutral(3)	c) There is a way one can anonymously report a complaint at kasneb Agree(4)	c) There is a way one can anonymously report a complaint at kasneb Strongly Agree(5)
d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter.	d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter. StronglyDisagree(1)	d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter. Disagree(2)	d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter. Neutral(3)	d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter. Agree(4)	d) Customer complaints are addressed within reasonable time as promised in the Board’s citizen’s service delivery charter. Strongly Agree(5)
e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it.	e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it. StronglyDisagree(1)	e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it. Disagree(2)	e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it. Neutral(3)	e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it. Agree(4)	e) kasneb acknowledges the receipt of complaints and informs the customer on what is being done about it. Strongly Agree(5)
f) Customers are informed of other complaints redress channels should they not be satisfied with the response given.	f) Customers are informed of other complaints redress channels should they not be satisfied with the response given. StronglyDisagree(1)	f) Customers are informed of other complaints redress channels should they not be satisfied with the response given. Disagree(2)	f) Customers are informed of other complaints redress channels should they not be satisfied with the response given. Neutral(3)	f) Customers are informed of other complaints redress channels should they not be satisfied with the response given. Agree(4)	f) Customers are informed of other complaints redress channels should they not be satisfied with the response given. Strongly Agree(5)

g) What additional measures should kasneb put in place to ensure complaints are handled effectively?

13. Communication *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.)	a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.) StronglyDisagree(1)	a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.) Disagree(2)	a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.) Neutral(3)	a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.) Agree(4)	a) I am aware of various available communication channels (Email, telephone, mail, social media, kasneb website, SMS alerts, etc.) Strongly Agree(5)
b) Reaching kasneb through its various communication channels is easy	b) Reaching kasneb through its various communication channels is easy StronglyDisagree(1)	b) Reaching kasneb through its various communication channels is easy Disagree(2)	b) Reaching kasneb through its various communication channels is easy Neutral(3)	b) Reaching kasneb through its various communication channels is easy Agree(4)	b) Reaching kasneb through its various communication channels is easy Strongly Agree(5)
c) kasneb provides information that is important in my decision making	c) kasneb provides information that is important in my decision making StronglyDisagree(1)	c) kasneb provides information that is important in my decision making Disagree(2)	c) kasneb provides information that is important in my decision making Neutral(3)	c) kasneb provides information that is important in my decision making Agree(4)	c) kasneb provides information that is important in my decision making Strongly Agree(5)
d) kasneb responds promptly to inquiries	d) kasneb responds promptly to inquiries StronglyDisagree(1)	d) kasneb responds promptly to inquiries Disagree(2)	d) kasneb responds promptly to inquiries Neutral(3)	d) kasneb responds promptly to inquiries Agree(4)	d) kasneb responds promptly to inquiries Strongly Agree(5)
e) Communication on events is shared in good time	e) Communication on events is shared in good time StronglyDisagree(1)	e) Communication on events is shared in good time Disagree(2)	e) Communication on events is shared in good time Neutral(3)	e) Communication on events is shared in good time Agree(4)	e) Communication on events is shared in good time Strongly Agree(5)
f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking	f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking StronglyDisagree(1)	f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking Disagree(2)	f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking Neutral(3)	f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking Agree(4)	f) kasneb dissemination events (workshops, seminars, conferences) allow for exchange of ideas, sharing of knowledge and networking Strongly Agree(5)

g) What measures should kasneb take to ensure effective communication with its customers and other stakeholders?

14. Accessibility *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb publications provide me with balanced information and are available	a) kasneb publications provide me with balanced information and are available StronglyDisagree(1)	a) kasneb publications provide me with balanced information and are available Disagree(2)	a) kasneb publications provide me with balanced information and are available Neutral(3)	a) kasneb publications provide me with balanced information and are available Agree(4)	a) kasneb publications provide me with balanced information and are available Strongly Agree(5)
b) Kasneb is easily accessed by people with disabilities	b) Kasneb is easily accessed by people with disabilities StronglyDisagree(1)	b) Kasneb is easily accessed by people with disabilities Disagree(2)	b) Kasneb is easily accessed by people with disabilities Neutral(3)	b) Kasneb is easily accessed by people with disabilities Agree(4)	b) Kasneb is easily accessed by people with disabilities Strongly Agree(5)
c) My salary is paid regularly on time	c) My salary is paid regularly on time StronglyDisagree(1)	c) My salary is paid regularly on time Disagree(2)	c) My salary is paid regularly on time Neutral(3)	c) My salary is paid regularly on time Agree(4)	c) My salary is paid regularly on time Strongly Agree(5)
d) I can easily access the information I need about kasneb from their website	d) I can easily access the information I need about kasneb from their website StronglyDisagree(1)	d) I can easily access the information I need about kasneb from their website Disagree(2)	d) I can easily access the information I need about kasneb from their website Neutral(3)	d) I can easily access the information I need about kasneb from their website Agree(4)	d) I can easily access the information I need about kasneb from their website Strongly Agree(5)
e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc	e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc StronglyDisagree(1)	e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc Disagree(2)	e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc Neutral(3)	e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc Agree(4)	e) kasneb e-library service is reliable and provides enough information e.g. past papers, books etc Strongly Agree(5)
f) kasneb accredited institutions provide all the resources I need with ease	f) kasneb accredited institutions provide all the resources I need with ease StronglyDisagree(1)	f) kasneb accredited institutions provide all the resources I need with ease Disagree(2)	f) kasneb accredited institutions provide all the resources I need with ease Neutral(3)	f) kasneb accredited institutions provide all the resources I need with ease Agree(4)	f) kasneb accredited institutions provide all the resources I need with ease Strongly Agree(5)
g) The key messages in kasneb publications are clear and well presented	g) The key messages in kasneb publications are clear and well presented StronglyDisagree(1)	g) The key messages in kasneb publications are clear and well presented Disagree(2)	g) The key messages in kasneb publications are clear and well presented Neutral(3)	g) The key messages in kasneb publications are clear and well presented Agree(4)	g) The key messages in kasneb publications are clear and well presented Strongly Agree(5)
h) Service points are conveniently / strategically located	h) Service points are conveniently / strategically located StronglyDisagree(1)	h) Service points are conveniently / strategically located Disagree(2)	h) Service points are conveniently / strategically located Neutral(3)	h) Service points are conveniently / strategically located Agree(4)	h) Service points are conveniently / strategically located Strongly Agree(5)
i) kasneb desks at Huduma Centres are manned and offer satisfactory services	i) kasneb desks at Huduma Centres are manned and offer satisfactory services StronglyDisagree(1)	i) kasneb desks at Huduma Centres are manned and offer satisfactory services Disagree(2)	i) kasneb desks at Huduma Centres are manned and offer satisfactory services Neutral(3)	i) kasneb desks at Huduma Centres are manned and offer satisfactory services Agree(4)	i) kasneb desks at Huduma Centres are manned and offer satisfactory services Strongly Agree(5)

j) What advice would you offer for kasneb to improve accessibility to its stakeholders?

15. OUTSOURCED SERVICE PROVISION (Suppliers/Examiners/Invigilators/Checkers/Markers)

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
a) kasneb clearly states the terms of engagement in its contractual process	a) kasneb clearly states the terms of engagement in its contractual process StronglyDisagree(1)	a) kasneb clearly states the terms of engagement in its contractual process Disagree(2)	a) kasneb clearly states the terms of engagement in its contractual process Neutral(3)	a) kasneb clearly states the terms of engagement in its contractual process Agree(4)	a) kasneb clearly states the terms of engagement in its contractual process Strongly Agree(5)
b) The contractual process demonstrates transparency, accountability and integrity	b) The contractual process demonstrates transparency, accountability and integrity StronglyDisagree(1)	b) The contractual process demonstrates transparency, accountability and integrity Disagree(2)	b) The contractual process demonstrates transparency, accountability and integrity Neutral(3)	b) The contractual process demonstrates transparency, accountability and integrity Agree(4)	b) The contractual process demonstrates transparency, accountability and integrity Strongly Agree(5)
c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles.	c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles. StronglyDisagree(1)	c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles. Disagree(2)	c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles. Neutral(3)	c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles. Agree(4)	c) As a Service Provider, I understand the KASNEB rules and procedures relevant to the assigned roles. Strongly Agree(5)
d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage	d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage StronglyDisagree(1)	d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage Disagree(2)	d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage Neutral(3)	d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage Agree(4)	d) kasneb clearly communicates its intentions to the Service Providers during the contract preparation stage Strongly Agree(5)
e) Feedback from Service Providers is acknowledged	e) Feedback from Service Providers is acknowledged StronglyDisagree(1)	e) Feedback from Service Providers is acknowledged Disagree(2)	e) Feedback from Service Providers is acknowledged Neutral(3)	e) Feedback from Service Providers is acknowledged Agree(4)	e) Feedback from Service Providers is acknowledged Strongly Agree(5)
f) Payment for goods/services procured/offered is made as per the agreed contractual engagement	f) Payment for goods/services procured/offered is made as per the agreed contractual engagement StronglyDisagree(1)	f) Payment for goods/services procured/offered is made as per the agreed contractual engagement Disagree(2)	f) Payment for goods/services procured/offered is made as per the agreed contractual engagement Neutral(3)	f) Payment for goods/services procured/offered is made as per the agreed contractual engagement Agree(4)	f) Payment for goods/services procured/offered is made as per the agreed contractual engagement Strongly Agree(5)

g) How would you advice kasneb to improve on its outsourced processes?

16. (a) On a scale of 0-10, rate how likely you are to recommend kasneb courses/qualifications to a friend or a colleague. (Tick one) [10 is most likely and 0 is not likely at all] *

	1	2	3	4	5	6	7	8	9	10
	1	2	3	4	5	6	7	8	9	10

16. (b) What is the basis/reasons for your rating in 16(a) above?

18. How long have you interacted/engaged with kasneb?

19. To what extent have things changed within the last two years in terms of service delivery by Kasneb? *

20. Provide any suggestion(s) on how kasneb can improve on their service delivery to customers.

BRAND PERCEPTION SURVEY

2. Please indicate the extent to which you agree with the following statements about kasneb, on a five point Likert scale (1-5).

A. Image/ Identity *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
1. I am aware of and can easily identify kasneb brand	1. I am aware of and can easily identify kasneb brand StronglyDisagree(1)	1. I am aware of and can easily identify kasneb brand Disagree(2)	1. I am aware of and can easily identify kasneb brand Neutral(3)	1. I am aware of and can easily identify kasneb brand Agree(4)	1. I am aware of and can easily identify kasneb brand Strongly Agree(5)
2. I am proud to be associated with kasneb	2. I am proud to be associated with kasneb StronglyDisagree(1)	2. I am proud to be associated with kasneb Disagree(2)	2. I am proud to be associated with kasneb Neutral(3)	2. I am proud to be associated with kasneb Agree(4)	2. I am proud to be associated with kasneb Strongly Agree(5)
3. I am aware of kasneb products	3. I am aware of kasneb products StronglyDisagree(1)	3. I am aware of kasneb products Disagree(2)	3. I am aware of kasneb products Neutral(3)	3. I am aware of kasneb products Agree(4)	3. I am aware of kasneb products Strongly Agree(5)

B. Customer care *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
1. kasneb staff responds to my concerns adequately	1. kasneb staff responds to my concerns adequately StronglyDisagree(1)	1. kasneb staff responds to my concerns adequately Disagree(2)	1. kasneb staff responds to my concerns adequately Neutral(3)	1. kasneb staff responds to my concerns adequately Agree(4)	1. kasneb staff responds to my concerns adequately Strongly Agree(5)
2. There is professionalism in the services rendered at kasneb	2. There is professionalism in the services rendered at kasneb StronglyDisagree(1)	2. There is professionalism in the services rendered at kasneb Disagree(2)	2. There is professionalism in the services rendered at kasneb Neutral(3)	2. There is professionalism in the services rendered at kasneb Agree(4)	2. There is professionalism in the services rendered at kasneb Strongly Agree(5)
3. kasneb understands its customer needs	3. kasneb understands its customer needs StronglyDisagree(1)	3. kasneb understands its customer needs Disagree(2)	3. kasneb understands its customer needs Neutral(3)	3. kasneb understands its customer needs Agree(4)	3. kasneb understands its customer needs Strongly Agree(5)
4. kasneb treats customers with courtesy	4. kasneb treats customers with courtesy StronglyDisagree(1)	4. kasneb treats customers with courtesy Disagree(2)	4. kasneb treats customers with courtesy Neutral(3)	4. kasneb treats customers with courtesy Agree(4)	4. kasneb treats customers with courtesy Strongly Agree(5)

C. Communication *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
1. I get relevant information updates from kasneb	1. I get relevant information updates from kasneb StronglyDisagree(1)	1. I get relevant information updates from kasneb Disagree(2)	1. I get relevant information updates from kasneb Neutral(3)	1. I get relevant information updates from kasneb Agree(4)	1. I get relevant information updates from kasneb Strongly Agree(5)
2. Reaching kasneb through telephone lines is easy	2. Reaching kasneb through telephone lines is easy StronglyDisagree(1)	2. Reaching kasneb through telephone lines is easy Disagree(2)	2. Reaching kasneb through telephone lines is easy Neutral(3)	2. Reaching kasneb through telephone lines is easy Agree(4)	2. Reaching kasneb through telephone lines is easy Strongly Agree(5)
3. kasneb responds promptly to email inquiries	3. kasneb responds promptly to email inquiries StronglyDisagree(1)	3. kasneb responds promptly to email inquiries Disagree(2)	3. kasneb responds promptly to email inquiries Neutral(3)	3. kasneb responds promptly to email inquiries Agree(4)	3. kasneb responds promptly to email inquiries Strongly Agree(5)
4. I can get sufficient information about kasneb from their website	4. I can get sufficient information about kasneb from their website StronglyDisagree(1)	4. I can get sufficient information about kasneb from their website Disagree(2)	4. I can get sufficient information about kasneb from their website Neutral(3)	4. I can get sufficient information about kasneb from their website Agree(4)	4. I can get sufficient information about kasneb from their website Strongly Agree(5)
5. kasneb management are easily accessible	5. kasneb management are easily accessible StronglyDisagree(1)	5. kasneb management are easily accessible Disagree(2)	5. kasneb management are easily accessible Neutral(3)	5. kasneb management are easily accessible Agree(4)	5. kasneb management are easily accessible Strongly Agree(5)

D. Quality of Products/Services *

	StronglyDisagree(1)	Disagree(2)	Neutral(3)	Agree(4)	Strongly Agree(5)
1. kasneb products and services are relevant and marketable	1. kasneb products and services are relevant and marketable StronglyDisagree(1)	1. kasneb products and services are relevant and marketable Disagree(2)	1. kasneb products and services are relevant and marketable Neutral(3)	1. kasneb products and services are relevant and marketable Agree(4)	1. kasneb products and services are relevant and marketable Strongly Agree(5)
2. kasneb products and services are of high quality and invaluable	2. kasneb products and services are of high quality and invaluable StronglyDisagree(1)	2. kasneb products and services are of high quality and invaluable Disagree(2)	2. kasneb products and services are of high quality and invaluable Neutral(3)	2. kasneb products and services are of high quality and invaluable Agree(4)	2. kasneb products and services are of high quality and invaluable Strongly Agree(5)
3. kasneb products and services are reliable	3. kasneb products and services are reliable StronglyDisagree(1)	3. kasneb products and services are reliable Disagree(2)	3. kasneb products and services are reliable Neutral(3)	3. kasneb products and services are reliable Agree(4)	3. kasneb products and services are reliable Strongly Agree(5)
4. kasneb products and services meet my needs as a stakeholder	4. kasneb products and services meet my needs as a stakeholder StronglyDisagree(1)	4. kasneb products and services meet my needs as a stakeholder Disagree(2)	4. kasneb products and services meet my needs as a stakeholder Neutral(3)	4. kasneb products and services meet my needs as a stakeholder Agree(4)	4. kasneb products and services meet my needs as a stakeholder Strongly Agree(5)

3. Please indicate your level of awareness of the following aspects of the kasneb Mandate. *

	AWARE	NOT AWARE
a. Develops syllabuses,.	a. Develops syllabuses,. AWARE	a. Develops syllabuses,. NOT AWARE
b. Conducts examinations and certification of candidates	b. Conducts examinations and certification of candidates AWARE	b. Conducts examinations and certification of candidates NOT AWARE
c. Accredits relevant training institutions	c. Accredits relevant training institutions AWARE	c. Accredits relevant training institutions NOT AWARE
d. Promotes its qualifications nationally, regionally and internationally	d. Promotes its qualifications nationally, regionally and internationally AWARE	d. Promotes its qualifications nationally, regionally and internationally NOT AWARE

4. What can you say kasneb is known for?

5. What negative publicity have you heard about kasneb?

6. Provide suggestion(s) on how kasneb can improve on its image

THANK YOU FOR TAKING TIME TO FILL IN THIS QUESTIONNAIRE

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