KASNEB CUSTOMER SATISFACTION SURVEY

Introduction

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

- Step 1 of 6

1. Gender

(a). Female
(b). Male

2. Your Age

(a). 18 -24 years
(b). 25 -34 years
(c). 35 -44 years
(d). 45 -54 years
(e). 55 years and over

3. (a) Are you a person living with disability?

(a). Yes
(b). No

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

4. Education Level – Please indicate the highest level of education you have attained?

(a). Primary
(b). Secondary
(c). College
(d). University
(e). Postgraduate Degree

(f) Others (Specify)

5. Indicate your category below

(a). Student
(b). Graduate
(c). Parent/Guardian
(d) Private sector organization
(e) Government Agency
(f) Supplier
(g) Prize Donor
(h) Training institution
(i) Media
(j) Professional body

(k) Other (Specify)

6. What impresses about kasneb service? (Tick all that apply)

(a). Efficiency of services
(b). Quality of information
(c). Accessibility
(d) Professional approach
(e) Availability/ Access
(f) Customer Service

(g) Other

7. 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)

Products

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). kasneb qualifications are relevant and aligned to current labor market needs	(a). kasneb qualifications are relevant and aligned to current labor market needs (1). Strongly Disagree	(a). kasneb qualifications are relevant and aligned to current labor market needs (2). Disagree	(a). kasneb qualifications are relevant and aligned to current labor market needs (3). Neutral	(a). kasneb qualifications are relevant and aligned to current labor market needs (4). Agree	(a). kasneb qualifications are relevant and aligned to current labor market needs (5). Strongly Agree
(b). kasneb qualifications are well recognized in the labour market	(b). kasneb qualifications are well recognized in the labour market (1). Strongly Disagree	(b). kasneb qualifications are well recognized in the labour market (2). Disagree	(b). kasneb qualifications are well recognized in the labour market (3). Neutral	(b). kasneb qualifications are well recognized in the labour market (4). Agree	(b). kasneb qualifications are well recognized in the labour market (5). Strongly Agree
(c). kasneb students management online portal is user friendly	(c). kasneb students management online portal is user friendly (1). Strongly Disagree	(c). kasneb students management online portal is user friendly (2). Disagree	(c). kasneb students management online portal is user friendly (3). Neutral	(c). kasneb students management online portal is user friendly (4). Agree	(c). kasneb students management online portal is user friendly (5). Strongly Agree
(d). kasneb examination results are released in good time and easily accessible online	(d). kasneb examination results are released in good time and easily accessible online (1). Strongly Disagree	(d). kasneb examination results are released in good time and easily accessible online (2). Disagree	(d). kasneb examination results are released in good time and easily accessible online (3). Neutral	(d). kasneb examination results are released in good time and easily accessible online (4). Agree	(d). kasneb examination results are released in good time and easily accessible online (5). Strongly Agree
(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers	(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers (1). Strongly Disagree	(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers (2). Disagree	(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers (3). Neutral	(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers (4). Agree	(e). kasneb fees structure is easily accessible and payment has been well integrated with financial services providers (5). Strongly Agree
(f). I can access all the kasneb processes from the students management online portal.	(f). I can access all the kasneb processes from the students management online portal. (1). Strongly Disagree	(f). I can access all the kasneb processes from the students management online portal. (2). Disagree	(f). I can access all the kasneb processes from the students management online portal. (3). Neutral	(f). I can access all the kasneb processes from the students management online portal. (4). Agree	(f). I can access all the kasneb processes from the students management online portal. (5). Strongly Agree
(g). Changes are communicated in timely manner	(g). Changes are communicated in timely manner (1). Strongly Disagree	(g). Changes are communicated in timely manner (2). Disagree	(g). Changes are communicated in timely manner (3). Neutral	(g). Changes are communicated in timely manner (4). Agree	(g). Changes are communicated in timely manner (5). Strongly Agree
(h). kasneb provides appropriate advice and guidance on its qualifications	(h). kasneb provides appropriate advice and guidance on its qualifications (1). Strongly Disagree	(h). kasneb provides appropriate advice and guidance on its qualifications (2). Disagree	(h). kasneb provides appropriate advice and guidance on its qualifications (3). Neutral	(h). kasneb provides appropriate advice and guidance on its qualifications (4). Agree	(h). kasneb provides appropriate advice and guidance on its qualifications (5). Strongly Agree
(i). kasneb training materials are reliable and easy to understand	(i). kasneb training materials are reliable and easy to understand (1). Strongly Disagree	(i). kasneb training materials are reliable and easy to understand (2). Disagree	(i). kasneb training materials are reliable and easy to understand (3). Neutral	(i). kasneb training materials are reliable and easy to understand (4). Agree	(i). kasneb training materials are reliable and easy to understand (5). Strongly Agree

(j). What advice would you recommend for kasneb to improve its products

8. Service Delivery

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

(i). What advice would you recommend for kasneb to improve its service delivery level?

9. Complaints Handling

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

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

10. Communication

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

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

11. Accessibility

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

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

12. Procurement (Suppliers only)

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
(a). kasneb clearly states the terms of engagement in its procurement process	(a). kasneb clearly states the terms of engagement in its procurement process Strongly Disagree	(a). kasneb clearly states the terms of engagement in its procurement process Disagree	(a). kasneb clearly states the terms of engagement in its procurement process Neutral	(a). kasneb clearly states the terms of engagement in its procurement process Agree	(a). kasneb clearly states the terms of engagement in its procurement process Strongly Agree
(b). The procurement process exudes transparency, accountability and integrity	(b). The procurement process exudes transparency, accountability and integrity Strongly Disagree	(b). The procurement process exudes transparency, accountability and integrity Disagree	(b). The procurement process exudes transparency, accountability and integrity Neutral	(b). The procurement process exudes transparency, accountability and integrity Agree	(b). The procurement process exudes transparency, accountability and integrity Strongly Agree
(c). As a supplier, I understand the procurement procedures and my role in the procurement process	(c). As a supplier, I understand the procurement procedures and my role in the procurement process Strongly Disagree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process Disagree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process Neutral	(c). As a supplier, I understand the procurement procedures and my role in the procurement process Agree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process Strongly Agree
(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage	(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage Strongly Disagree	(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage Disagree	(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage Neutral	(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage Agree	(d). kasneb clearly communicates its intentions to the suppliers during the contract preparation stage Strongly Agree
(e) Advice and challenges from suppliers are acknowledged	(e) Advice and challenges from suppliers are acknowledged Strongly Disagree	(e) Advice and challenges from suppliers are acknowledged Disagree	(e) Advice and challenges from suppliers are acknowledged Neutral	(e) Advice and challenges from suppliers are acknowledged Agree	(e) Advice and challenges from suppliers are acknowledged Strongly Agree
(f) Payment for goods/services procured is made as per the agreed contract	(f) Payment for goods/services procured is made as per the agreed contract Strongly Disagree	(f) Payment for goods/services procured is made as per the agreed contract Disagree	(f) Payment for goods/services procured is made as per the agreed contract Neutral	(f) Payment for goods/services procured is made as per the agreed contract Agree	(f) Payment for goods/services procured is made as per the agreed contract Strongly Agree

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

13. Product Satisfaction

kasneb offers various products and services to its customers. Please indicate your level of satisfaction with the products and/or services you have accessed/used from kasneb.

Pay and Benefits

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a) Examinations/ Qualifications	(a) Examinations/ Qualifications (1). Strongly Disagree	(a) Examinations/ Qualifications (2). Disagree	(a) Examinations/ Qualifications (3). Neutral	(a) Examinations/ Qualifications (4). Agree	(a) Examinations/ Qualifications (5). Strongly Agree
(b) Syllabuses	(b) Syllabuses (1). Strongly Disagree	(b) Syllabuses (2). Disagree	(b) Syllabuses (3). Neutral	(b) Syllabuses (4). Agree	(b) Syllabuses (5). Strongly Agree
(c) e-Library services	(c) e-Library services (1). Strongly Disagree	(c) e-Library services (2). Disagree	(c) e-Library services (3). Neutral	(c) e-Library services (4). Agree	(c) e-Library services (5). Strongly Agree
(d) Deliverables in the Citizen Service Charter	(d) Deliverables in the Citizen Service Charter (1). Strongly Disagree	(d) Deliverables in the Citizen Service Charter (2). Disagree	(d) Deliverables in the Citizen Service Charter (3). Neutral	(d) Deliverables in the Citizen Service Charter (4). Agree	(d) Deliverables in the Citizen Service Charter (5). Strongly Agree
(e) Student Online Portal Processes	(e) Student Online Portal Processes (1). Strongly Disagree	(e) Student Online Portal Processes (2). Disagree	(e) Student Online Portal Processes (3). Neutral	(e) Student Online Portal Processes (4). Agree	(e) Student Online Portal Processes (5). Strongly Agree
(f) Website	(f) Website (1). Strongly Disagree	(f) Website (2). Disagree	(f) Website (3). Neutral	(f) Website (4). Agree	(f) Website (5). Strongly Agree
(g) Social media channels	(g) Social media channels (1). Strongly Disagree	(g) Social media channels (2). Disagree	(g) Social media channels (3). Neutral	(g) Social media channels (4). Agree	(g) Social media channels (5). Strongly Agree
(h) Social media channels	(h) Social media channels (1). Strongly Disagree	(h) Social media channels (2). Disagree	(h) Social media channels (3). Neutral	(h) Social media channels (4). Agree	(h) Social media channels (5). Strongly Agree
(i) Email (info@kasneb.or.ke)	(i) Email (info@kasneb.or.ke) (1). Strongly Disagree	(i) Email (info@kasneb.or.ke) (2). Disagree	(i) Email (info@kasneb.or.ke) (3). Neutral	(i) Email (info@kasneb.or.ke) (4). Agree	(i) Email (info@kasneb.or.ke) (5). Strongly Agree
(j) Telephone services	(j) Telephone services (1). Strongly Disagree	(j) Telephone services (2). Disagree	(j) Telephone services (3). Neutral	(j) Telephone services (4). Agree	(j) Telephone services (5). Strongly Agree

14

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

Recommend

	1	2	3	4	5	6	7	8	9	10
10 is most likely and 0 is not likely at all	10 is most likely and 0 is not likely at all 1	10 is most likely and 0 is not likely at all 2	10 is most likely and 0 is not likely at all 3	10 is most likely and 0 is not likely at all 4	10 is most likely and 0 is not likely at all 5	10 is most likely and 0 is not likely at all 6	10 is most likely and 0 is not likely at all 7	10 is most likely and 0 is not likely at all 8	10 is most likely and 0 is not likely at all 9	10 is most likely and 0 is not likely at all 10

15. What is your preferred mode of communication with kasneb?

(a) Website
(b) Email
(c) In person
(d) Telephone
(e) Letters
(f) Social Media

g) Other (specify)

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

17. Since you started interacting with kasneb, to what extent have things changed within the last two years in terms of service delivery?

(a) Better
(b) Slightly better
(c) Not changed
(d) Slightly worse
(e) Very worse

18. Provide any suggestion(s) that can be used to advice kasneb to improve on their service delivery to customers.

Kasneb Brand Perception Survey

1. How did you get to know about kasneb

(a) Print media
(b) Social media
(c) kasneb website
(d) Broadcast media e.g. TV and Radio
(f) Friend/Business associate
(g) Parent/Guardian
(h) Training institution
(i) Professional body

Others (specify)

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

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

B. Customer care

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

C. Communication

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

D. Quality of Products/Services

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

3. Please indicate your level of awareness based on kasneb Mandate.

Awareness of kasneb mandate

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a) kasneb develops syllabuses,.	(a) kasneb develops syllabuses,. (1). Strongly Disagree	(a) kasneb develops syllabuses,. (2). Disagree	(a) kasneb develops syllabuses,. (3). Neutral	(a) kasneb develops syllabuses,. (4). Agree	(a) kasneb develops syllabuses,. (5). Strongly Agree
(b). Conducts examinations and certification of candidates	(b). Conducts examinations and certification of candidates (1). Strongly Disagree	(b). Conducts examinations and certification of candidates (2). Disagree	(b). Conducts examinations and certification of candidates (3). Neutral	(b). Conducts examinations and certification of candidates (4). Agree	(b). Conducts examinations and certification of candidates (5). Strongly Agree
(c). The accreditation of relevant training institutions	(c). The accreditation of relevant training institutions (1). Strongly Disagree	(c). The accreditation of relevant training institutions (2). Disagree	(c). The accreditation of relevant training institutions (3). Neutral	(c). The accreditation of relevant training institutions (4). Agree	(c). The accreditation of relevant training institutions (5). Strongly Agree
(d). Promotes its qualifications nationally, regionally and internationally	(d). Promotes its qualifications nationally, regionally and internationally (1). Strongly Disagree	(d). Promotes its qualifications nationally, regionally and internationally (2). Disagree	(d). Promotes its qualifications nationally, regionally and internationally (3). Neutral	(d). Promotes its qualifications nationally, regionally and internationally (4). Agree	(d). Promotes its qualifications nationally, regionally and internationally (5). Strongly Agree

4. What can you say kasneb is known for?

5. Kindly indicate any measures that can be put in place to improve access to information at kasneb

6. Kindly indicate if there is any information on kasneb services you may have tried to access but could not?

7. What negative publicity have you heard about kasneb?

8. Moving forward what do you think kasneb can do to improve on its image

9. What do you think is the future of kasneb?

10. Provide any suggestion(s) that can be used to advice kasneb to improve on its image

Thank You For Taking Time to Fill In This Questionnaire

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