(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