KIPPRA Customer Satisfaction Survey 2021

Introduction

Kenya Institute for Public Policy Research and Analysis (KIPPRA) has contracted Millenium Management Consultants Limited to conduct Customer Satisfaction Survey which is aimed at establishing the customer satisfaction level and identify ways of improving service delivery. Please spare 10-15 Minutes of your time to complete this questionnaire. The information you provide will remain confidential and the results will be analysed and reported collectively. Your views and the views of other organizations are important in improving service delivery at the Institute. Please do not indicate your name.

- Step 1 of 8

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. Are you having any form of Disability? *

(a). Yes
(b). No

If YES in 3a above, Please indicate the form of disability eg Physical, visual, hearing etc.

4. Indicate highest education level attained *

(a). Primary
(b). Secondary Education
(c). Diploma
(d). Higher Diploma
(e). Bachelor Degree
(f). Postgraduate Degree

5. Indicate your category below *

(a). Private sector organization
(b). Public sector organization
(c). Supplier

(d). Other (Specify)

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

Image/ Identity *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a).I am aware and can easily identify KIPPRA logo.	(a).I am aware and can easily identify KIPPRA logo. (1). Strongly Disagree	(a).I am aware and can easily identify KIPPRA logo. (2). Disagree	(a).I am aware and can easily identify KIPPRA logo. (3). Neutral	(a).I am aware and can easily identify KIPPRA logo. (4). Agree	(a).I am aware and can easily identify KIPPRA logo. (5). Strongly Agree
(b). I understand the mandate of KIPPRA.	(b). I understand the mandate of KIPPRA. (1). Strongly Disagree	(b). I understand the mandate of KIPPRA. (2). Disagree	(b). I understand the mandate of KIPPRA. (3). Neutral	(b). I understand the mandate of KIPPRA. (4). Agree	(b). I understand the mandate of KIPPRA. (5). Strongly Agree
(c). KIPPRA contributes to the achievement of national development goals	(c). KIPPRA contributes to the achievement of national development goals (1). Strongly Disagree	(c). KIPPRA contributes to the achievement of national development goals (2). Disagree	(c). KIPPRA contributes to the achievement of national development goals (3). Neutral	(c). KIPPRA contributes to the achievement of national development goals (4). Agree	(c). KIPPRA contributes to the achievement of national development goals (5). Strongly Agree
(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter	(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter (1). Strongly Disagree	(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter (2). Disagree	(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter (3). Neutral	(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter (4). Agree	(d). I am satisfied that KIPPRA has committed itself to comply with the terms stipulated in its Citizens Service Delivery Charter (5). Strongly Agree
(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption	(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption (1). Strongly Disagree	(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption (2). Disagree	(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption (3). Neutral	(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption (4). Agree	(e). KIPPRA is an organization of good public standing and does not entertain cases of corruption (5). Strongly Agree

(e). How would you advice KIPPRA to improve on its image? *

(7). Service Delivery *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). There is timely delivery of services	(a). There is timely delivery of services (1). Strongly Disagree	(a). There is timely delivery of services (2). Disagree	(a). There is timely delivery of services (3). Neutral	(a). There is timely delivery of services (4). Agree	(a). There is timely delivery of services (5). Strongly Agree
(b). There is evidence of continuous improvement of service delivery.	(b). There is evidence of continuous improvement of service delivery. (1). Strongly Disagree	(b). There is evidence of continuous improvement of service delivery. (2). Disagree	(b). There is evidence of continuous improvement of service delivery. (3). Neutral	(b). There is evidence of continuous improvement of service delivery. (4). Agree	(b). There is evidence of continuous improvement of service delivery. (5). Strongly Agree
(c). KIPPRA embraces modern technology in its operations	(c). KIPPRA embraces modern technology in its operations (1). Strongly Disagree	(c). KIPPRA embraces modern technology in its operations (2). Disagree	(c). KIPPRA embraces modern technology in its operations (3). Neutral	(c). KIPPRA embraces modern technology in its operations (4). Agree	(c). KIPPRA embraces modern technology in its operations (5). Strongly Agree
(d). I am not kept waiting for long to be served when you visit the offices	(d). I am not kept waiting for long to be served when you visit the offices (1). Strongly Disagree	(d). I am not kept waiting for long to be served when you visit the offices (2). Disagree	(d). I am not kept waiting for long to be served when you visit the offices (3). Neutral	(d). I am not kept waiting for long to be served when you visit the offices (4). Agree	(d). I am not kept waiting for long to be served when you visit the offices (5). Strongly Agree
(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff	(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff (1). Strongly Disagree	(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff (2). Disagree	(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff (3). Neutral	(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff (4). Agree	(e). Overall, I am satisfied with the way the service/product was provided by the KIPPRA staff (5). Strongly Agree
(f). KIPPRA staff are transparent in service delivery	(f). KIPPRA staff are transparent in service delivery (1). Strongly Disagree	(f). KIPPRA staff are transparent in service delivery (2). Disagree	(f). KIPPRA staff are transparent in service delivery (3). Neutral	(f). KIPPRA staff are transparent in service delivery (4). Agree	(f). KIPPRA staff are transparent in service delivery (5). Strongly Agree
(g). Customer needs are well determined and understood	(g). Customer needs are well determined and understood (1). Strongly Disagree	(g). Customer needs are well determined and understood (2). Disagree	(g). Customer needs are well determined and understood (3). Neutral	(g). Customer needs are well determined and understood (4). Agree	(g). Customer needs are well determined and understood (5). Strongly Agree
(h). Staff members treat customers with courtesy	(h). Staff members treat customers with courtesy (1). Strongly Disagree	(h). Staff members treat customers with courtesy (2). Disagree	(h). Staff members treat customers with courtesy (3). Neutral	(h). Staff members treat customers with courtesy (4). Agree	(h). Staff members treat customers with courtesy (5). Strongly Agree
(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly	(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly (1). Strongly Disagree	(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly (2). Disagree	(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly (3). Neutral	(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly (4). Agree	(i). Whenever I request for services (e.g. capacity building, demand-driven services, advisory and technical services (including nominations to taskforces or working groups), expertise, library services, customer feedback, sharing of knowledge / research findings, collaborative work etc.) the Institute always responds promptly (5). Strongly Agree
(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides	(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides (1). Strongly Disagree	(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides (2). Disagree	(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides (3). Neutral	(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides (4). Agree	(j). Whenever I request for products (e.g. publications, data, written submissions on review of policies, policy intelligence outputs, client reports etc) the Institute always provides (5). Strongly Agree

(k). What advice would you recommend for KIPPRA to improve of its service delivery level? *

(8). Satisfaction with services *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). Staff understands services offered	(a). Staff understands services offered (1). Strongly Disagree	(a). Staff understands services offered (2). Disagree	(a). Staff understands services offered (3). Neutral	(a). Staff understands services offered (4). Agree	(a). Staff understands services offered (5). Strongly Agree
(b). Services offered are reliable	(b). Services offered are reliable (1). Strongly Disagree	(b). Services offered are reliable (2). Disagree	(b). Services offered are reliable (3). Neutral	(b). Services offered are reliable (4). Agree	(b). Services offered are reliable (5). Strongly Agree
(c). Services offered are adequate	(c). Services offered are adequate (1). Strongly Disagree	(c). Services offered are adequate (2). Disagree	(c). Services offered are adequate (3). Neutral	(c). Services offered are adequate (4). Agree	(c). Services offered are adequate (5). Strongly Agree
(d). Services are fairly priced	(d). Services are fairly priced (1). Strongly Disagree	(d). Services are fairly priced (2). Disagree	(d). Services are fairly priced (3). Neutral	(d). Services are fairly priced (4). Agree	(d). Services are fairly priced (5). Strongly Agree
(e). Overall, I am satisfied with quality of services offered	(e). Overall, I am satisfied with quality of services offered (1). Strongly Disagree	(e). Overall, I am satisfied with quality of services offered (2). Disagree	(e). Overall, I am satisfied with quality of services offered (3). Neutral	(e). Overall, I am satisfied with quality of services offered (4). Agree	(e). Overall, I am satisfied with quality of services offered (5). Strongly Agree

(f). What do you think KIPPRA should do to improve the quality of its services? *

(9). Satisfaction with Products *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). Staff understands products offered	(a). Staff understands products offered (1). Strongly Disagree	(a). Staff understands products offered (2). Disagree	(a). Staff understands products offered (3). Neutral	(a). Staff understands products offered (4). Agree	(a). Staff understands products offered (5). Strongly Agree
(b). Products offered are reliable	(b). Products offered are reliable (1). Strongly Disagree	(b). Products offered are reliable (2). Disagree	(b). Products offered are reliable (3). Neutral	(b). Products offered are reliable (4). Agree	(b). Products offered are reliable (5). Strongly Agree
(c). Products offered are adequate	(c). Products offered are adequate (1). Strongly Disagree	(c). Products offered are adequate (2). Disagree	(c). Products offered are adequate (3). Neutral	(c). Products offered are adequate (4). Agree	(c). Products offered are adequate (5). Strongly Agree
(d). Products are fairly priced	(d). Products are fairly priced (1). Strongly Disagree	(d). Products are fairly priced (2). Disagree	(d). Products are fairly priced (3). Neutral	(d). Products are fairly priced (4). Agree	(d). Products are fairly priced (5). Strongly Agree
(e). Overall, I am satisfied with quality of products offered	(e). Overall, I am satisfied with quality of products offered (1). Strongly Disagree	(e). Overall, I am satisfied with quality of products offered (2). Disagree	(e). Overall, I am satisfied with quality of products offered (3). Neutral	(e). Overall, I am satisfied with quality of products offered (4). Agree	(e). Overall, I am satisfied with quality of products offered (5). Strongly Agree

(f). What do you think KIPPRA should do to improve the quality of its products? *

(10). Complaints Handling *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). KIPPRA has established a complaint handling mechanism	(a). KIPPRA has established a complaint handling mechanism (1). Strongly Disagree	(a). KIPPRA has established a complaint handling mechanism (2). Disagree	(a). KIPPRA has established a complaint handling mechanism (3). Neutral	(a). KIPPRA has established a complaint handling mechanism (4). Agree	(a). KIPPRA has established a complaint handling mechanism (5). Strongly Agree
(b). I clearly understand the complaint handling process	(b). I clearly understand the complaint handling process (1). Strongly Disagree	(b). I clearly understand the complaint handling process (2). Disagree	(b). I clearly understand the complaint handling process (3). Neutral	(b). I clearly understand the complaint handling process (4). Agree	(b). I clearly understand the complaint handling process (5). Strongly Agree
(c). There is a way one can anonymously report a complaint at KIPPRA	(c). There is a way one can anonymously report a complaint at KIPPRA (1). Strongly Disagree	(c). There is a way one can anonymously report a complaint at KIPPRA (2). Disagree	(c). There is a way one can anonymously report a complaint at KIPPRA (3). Neutral	(c). There is a way one can anonymously report a complaint at KIPPRA (4). Agree	(c). There is a way one can anonymously report a complaint at KIPPRA (5). Strongly Agree
(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter.	(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter. (1). Strongly Disagree	(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter. (2). Disagree	(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter. (3). Neutral	(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter. (4). Agree	(d). Customer complaints are addressed within reasonable time as promised in the Institute’s citizens service delivery charter. (5). Strongly Agree
(e). KIPPRA acknowledges the receipt of complaints and informs the customer on what is being done about it.	(e). KIPPRA acknowledges the receipt of complaints and informs the customer on what is being done about it. (1). Strongly Disagree	(e). KIPPRA acknowledges the receipt of complaints and informs the customer on what is being done about it. (2). Disagree	(e). KIPPRA acknowledges the receipt of complaints and informs the customer on what is being done about it. (3). Neutral	(e). KIPPRA acknowledges the receipt of complaints and informs the customer on what is being done about it. (4). Agree	(e). KIPPRA 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 KIPPRA put in place to ensure complaints are handled effectively? *

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

(g). What measures should KIPPRA take to ensure effective communication with its customers and other stakeholders? *

(12). Accessibility *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). KIPPRA publications / research outputs provide me with balanced information on policy issues	(a). KIPPRA publications / research outputs provide me with balanced information on policy issues (1). Strongly Disagree	(a). KIPPRA publications / research outputs provide me with balanced information on policy issues (2). Disagree	(a). KIPPRA publications / research outputs provide me with balanced information on policy issues (3). Neutral	(a). KIPPRA publications / research outputs provide me with balanced information on policy issues (4). Agree	(a). KIPPRA publications / research outputs provide me with balanced information on policy issues (5). Strongly Agree
(b). KIPPRA’s publications are useful to me or my work	(b). KIPPRA’s publications are useful to me or my work (1). Strongly Disagree	(b). KIPPRA’s publications are useful to me or my work (2). Disagree	(b). KIPPRA’s publications are useful to me or my work (3). Neutral	(b). KIPPRA’s publications are useful to me or my work (4). Agree	(b). KIPPRA’s publications are useful to me or my work (5). Strongly Agree
(c). I can easily access information I need about KIPPRA from their website	(c). I can easily access information I need about KIPPRA from their website (1). Strongly Disagree	(c). I can easily access information I need about KIPPRA from their website (2). Disagree	(c). I can easily access information I need about KIPPRA from their website (3). Neutral	(c). I can easily access information I need about KIPPRA from their website (4). Agree	(c). I can easily access information I need about KIPPRA from their website (5). Strongly Agree
(d). KIPPRA publications and other materials are available when I need them	(d). KIPPRA publications and other materials are available when I need them (1). Strongly Disagree	(d). KIPPRA publications and other materials are available when I need them (2). Disagree	(d). KIPPRA publications and other materials are available when I need them (3). Neutral	(d). KIPPRA publications and other materials are available when I need them (4). Agree	(d). KIPPRA publications and other materials are available when I need them (5). Strongly Agree
(e). The key messages in KIPPRA publications are clear and well presented	(e). The key messages in KIPPRA publications are clear and well presented (1). Strongly Disagree	(e). The key messages in KIPPRA publications are clear and well presented (2). Disagree	(e). The key messages in KIPPRA publications are clear and well presented (3). Neutral	(e). The key messages in KIPPRA publications are clear and well presented (4). Agree	(e). The key messages in KIPPRA publications are clear and well presented (5). Strongly Agree
(f). Service points are conveniently / strategically located	(f). Service points are conveniently / strategically located (1). Strongly Disagree	(f). Service points are conveniently / strategically located (2). Disagree	(f). Service points are conveniently / strategically located (3). Neutral	(f). Service points are conveniently / strategically located (4). Agree	(f). Service points are conveniently / strategically located (5). Strongly Agree
(g). Appointments with technical/support staff are easily made	(g). Appointments with technical/support staff are easily made (1). Strongly Disagree	(g). Appointments with technical/support staff are easily made (2). Disagree	(g). Appointments with technical/support staff are easily made (3). Neutral	(g). Appointments with technical/support staff are easily made (4). Agree	(g). Appointments with technical/support staff are easily made (5). Strongly Agree

(h). What advice would you offer for KIPPRA to improve accessibility to its stakeholders? *

(13). Procurement (Suppliers only) *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). KIPPRA clearly states the terms of engagement in its procurement process	(a). KIPPRA clearly states the terms of engagement in its procurement process (1). Strongly Disagree	(a). KIPPRA clearly states the terms of engagement in its procurement process (2). Disagree	(a). KIPPRA clearly states the terms of engagement in its procurement process (3). Neutral	(a). KIPPRA clearly states the terms of engagement in its procurement process (4). Agree	(a). KIPPRA clearly states the terms of engagement in its procurement process (5). Strongly Agree
(b). The Procurement process exudes transparency, accountability and integrity	(b). The Procurement process exudes transparency, accountability and integrity (1). Strongly Disagree	(b). The Procurement process exudes transparency, accountability and integrity (2). Disagree	(b). The Procurement process exudes transparency, accountability and integrity (3). Neutral	(b). The Procurement process exudes transparency, accountability and integrity (4). Agree	(b). The Procurement process exudes transparency, accountability and integrity (5). 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 (1). Strongly Disagree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process (2). Disagree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process (3). Neutral	(c). As a supplier, I understand the procurement procedures and my role in the procurement process (4). Agree	(c). As a supplier, I understand the procurement procedures and my role in the procurement process (5). Strongly Agree
(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage	(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage (1). Strongly Disagree	(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage (2). Disagree	(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage (3). Neutral	(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage (4). Agree	(d). KIPPRA clearly communicates its intentions to the suppliers during the contract preparation stage (5). Strongly Agree
(e). Advice and challenges from suppliers are acknowledged	(e). Advice and challenges from suppliers are acknowledged (1). Strongly Disagree	(e). Advice and challenges from suppliers are acknowledged (2). Disagree	(e). Advice and challenges from suppliers are acknowledged (3). Neutral	(e). Advice and challenges from suppliers are acknowledged (4). Agree	(e). Advice and challenges from suppliers are acknowledged (5). 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 (1). Strongly Disagree	(f). Payment for goods/services procured is made as per the agreed contract (2). Disagree	(f). Payment for goods/services procured is made as per the agreed contract (3). Neutral	(f). Payment for goods/services procured is made as per the agreed contract (4). Agree	(f). Payment for goods/services procured is made as per the agreed contract (5). Strongly Agree

(g). How would you advice KIPPRA to improve on its procurement processes? *

(14). Indicate your level of satisfaction with the various KIPPRA dissemination channels on a scale of 1-5 (where 1-strong dissatisfaction, 5-strong satisfaction) *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). KIPPRA Internal Seminar	(a). KIPPRA Internal Seminar (1). Strongly Disagree	(a). KIPPRA Internal Seminar (2). Disagree	(a). KIPPRA Internal Seminar (3). Neutral	(a). KIPPRA Internal Seminar (4). Agree	(a). KIPPRA Internal Seminar (5). Strongly Agree
(b). Policy roundtable	(b). Policy roundtable (1). Strongly Disagree	(b). Policy roundtable (2). Disagree	(b). Policy roundtable (3). Neutral	(b). Policy roundtable (4). Agree	(b). Policy roundtable (5). Strongly Agree
(c). Consultative and validation workshops	(c). Consultative and validation workshops (1). Strongly Disagree	(c). Consultative and validation workshops (2). Disagree	(c). Consultative and validation workshops (3). Neutral	(c). Consultative and validation workshops (4). Agree	(c). Consultative and validation workshops (5). Strongly Agree
(d). KIPPRA Annual Regional Conference	(d). KIPPRA Annual Regional Conference (1). Strongly Disagree	(d). KIPPRA Annual Regional Conference (2). Disagree	(d). KIPPRA Annual Regional Conference (3). Neutral	(d). KIPPRA Annual Regional Conference (4). Agree	(d). KIPPRA Annual Regional Conference (5). Strongly Agree

(e). How can KIPPRA improve on its methods/channels of dissemination *

(15). KIPPRA 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 KIPPRA. *

	(1). Strongly Disagree	(2). Disagree	(3). Neutral	(4). Agree	(5). Strongly Agree
(a). Capacity building programmes	(a). Capacity building programmes (1). Strongly Disagree	(a). Capacity building programmes (2). Disagree	(a). Capacity building programmes (3). Neutral	(a). Capacity building programmes (4). Agree	(a). Capacity building programmes (5). Strongly Agree
(b). Thematic policy research and analysis	(b). Thematic policy research and analysis (1). Strongly Disagree	(b). Thematic policy research and analysis (2). Disagree	(b). Thematic policy research and analysis (3). Neutral	(b). Thematic policy research and analysis (4). Agree	(b). Thematic policy research and analysis (5). Strongly Agree
(c). Advisory/technical services	(c). Advisory/technical services (1). Strongly Disagree	(c). Advisory/technical services (2). Disagree	(c). Advisory/technical services (3). Neutral	(c). Advisory/technical services (4). Agree	(c). Advisory/technical services (5). Strongly Agree
(d). Policy documents and KIPPRA publications	(d). Policy documents and KIPPRA publications (1). Strongly Disagree	(d). Policy documents and KIPPRA publications (2). Disagree	(d). Policy documents and KIPPRA publications (3). Neutral	(d). Policy documents and KIPPRA publications (4). Agree	(d). Policy documents and KIPPRA publications (5). Strongly Agree
(e). Research database	(e). Research database (1). Strongly Disagree	(e). Research database (2). Disagree	(e). Research database (3). Neutral	(e). Research database (4). Agree	(e). Research database (5). Strongly Agree
(f). Demand-driven research services	(f). Demand-driven research services (1). Strongly Disagree	(f). Demand-driven research services (2). Disagree	(f). Demand-driven research services (3). Neutral	(f). Demand-driven research services (4). Agree	(f). Demand-driven research services (5). Strongly Agree
(g). Library services	(g). Library services (1). Strongly Disagree	(g). Library services (2). Disagree	(g). Library services (3). Neutral	(g). Library services (4). Agree	(g). Library services (5). Strongly Agree
(h). KIPPRA public policy repository	(h). KIPPRA public policy repository (1). Strongly Disagree	(h). KIPPRA public policy repository (2). Disagree	(h). KIPPRA public policy repository (3). Neutral	(h). KIPPRA public policy repository (4). Agree	(h). KIPPRA public policy repository (5). Strongly Agree

(16). What is the most appropriate communication channel you would prefer KIPPRA to use to communicate with you? *

(a). Radio
(b). Social media
(c). Television
(d). Newspaper
(e). Publications
(f). Telephone/SMS
(g). Email
(h). E-Newsletter

(i). Other (specify)

(17). How long have you interacted/engaged with KIPPRA? *

(18). Since you started interacting with KIPPRA, to what extent have things changed at the Institute within the last two years in area of service delivery? *

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

(19). Please indicate the response that best describes your overall satisfaction with KIPPRA *

(a). Very satisfied
(b). Satisfied
(c). Neutral
(d). Dissatisfied
(e). Very Dissatisfied

(20). In your opinion, what do you like most about KIPPRA? *

(21). What are the things you do not like about KIPPRA? *

(22). If you were the CEO of KIPPRA, what new changes/strategies would you implement that will make KIPPRA a more efficient, effective and customer focused organization *

(23). Provide any other suggestion(s) that can be used to advice KIPPRA to improve on their service delivery. *

Message

KIPPRA Customer Satisfaction Survey 2021

Introduction

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

Mission

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