BUKOOLA VET & WELLFED Survey

Customer Consent
Thank you for taking part in this survey. Your feedback will help us improve our products and services.
This survey will take a few minutes to complete and your responses will be used for improvement purposes only.
Participation is confidential and voluntary.

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* 1. Do you agree to participate in this survey?

Yes

OBJECTIVE 1: GENERATE ACTIONABLE, DATA DRIVEN

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* 2. Please select the option that best describes you or your organization:

Individual farmer / grower

Agro-retail shop / Stockist

Institutional buyer (NGO, government, farm)

Other

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* 3. How long have you been a Bukoola customer?

Less than 6 months

6 months to 1 year

1 to 3 years

Over 3 years

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* 4. Which branch or contact point do you use most?

Container Village

Wellfed

Routes

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* 5. Where do you primarily get technical advice or information about agricultural products and practices? (Select all that apply)

Agronomist desk in outlets

Agro-input dealer / Stockist

Farmer trainings / Demonstrations

Radio programs

Television programs

Agricultural expos / events

Contact center ( Toll free)

Social media (e.g., WhatsApp, Facebook, linkedIn, Tiktok)

Fellow farmers / Peer networks

Other (please specify)

OBJECTIVE 2: IDENTIFY AND CLOSE CRITICAL SERVICE DELIVERY GAPS

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* 6. How do you usually contact Bukoola for support or assistance? (Select all that apply)

Agronomist / Technical Support

Contact Center (phone)

Delivery team

Field demo or training

I haven’t contacted for support

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* 7. Did our staff guide you effectively when choosing or using our products?

Yes, very well

Somewhat

Not really

Not applicable

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* 8. Which payment method do you use most when paying Bukoola?

Cash

Mobile Money Merchant

Bank transfer

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* 9. How easy is it for you to make payments to Bukoola?

Very easy

Easy

Difficult

Very difficult

Very easy

Easy

Difficult

Very difficult

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* 10. Over the past 12 months, what is the biggest challenge you face when dealing with Bukoola?

Product availability

Pricing

Service delays

Payment process

Staff support

If others (please specify)

OBJECTIVE 3: EVALUATE AND IMPROVE SERVICE EFFECTIVENESS

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* 11. Please rate your satisfaction on a scale of 1 (Very Dissatisfied) to 5 (Very Satisfied)

	1 (Very Dissatisfied)	2	3	4	5 (Very Satisfied)
Product Quality (Effectiveness and reliability)	Product Quality (Effectiveness and reliability) 1 (Very Dissatisfied)	Product Quality (Effectiveness and reliability) 2	Product Quality (Effectiveness and reliability) 3	Product Quality (Effectiveness and reliability) 4	Product Quality (Effectiveness and reliability) 5 (Very Satisfied)
Product Variety (Range of product options)	Product Variety (Range of product options) 1 (Very Dissatisfied)	Product Variety (Range of product options) 2	Product Variety (Range of product options) 3	Product Variety (Range of product options) 4	Product Variety (Range of product options) 5 (Very Satisfied)
Availability (Ease of access to products)	Availability (Ease of access to products) 1 (Very Dissatisfied)	Availability (Ease of access to products) 2	Availability (Ease of access to products) 3	Availability (Ease of access to products) 4	Availability (Ease of access to products) 5 (Very Satisfied)

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* 12. Pricing (Affordability and fairness)

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
Pricing (Affordability and fairness)	Pricing (Affordability and fairness) Strongly Disagree (1)	Pricing (Affordability and fairness) Disagree (2)	Pricing (Affordability and fairness) Neutral (3)	Pricing (Affordability and fairness) Agree (4)	Pricing (Affordability and fairness) Strongly Agree (5)

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* 13. How clear are product labels/instructions?

Very clear

Somewhat clear

Neutral

A bit confusing

Not applicable / Haven’t used the labels or instructions

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* 14. Over the past 12 months, have you ever experienced any issues with a Bukoola product?

Yes

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* 15. 15. If yes, what type of issue? (Select one)

Quality issue

Packaging issue

Usage instructions unclear

Availability issue

Others specify

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* 16. Please rate your satisfaction with the following services (Rate 1 = Very Dissatisfied to 5 = Very Satisfied)

	1	2	3	4	5
Helpfulness of our employees	Helpfulness of our employees 1	Helpfulness of our employees 2	Helpfulness of our employees 3	Helpfulness of our employees 4	Helpfulness of our employees 5
Clarity of technical advice received (agronomists / veterinarians)	Clarity of technical advice received (agronomists / veterinarians) 1	Clarity of technical advice received (agronomists / veterinarians) 2	Clarity of technical advice received (agronomists / veterinarians) 3	Clarity of technical advice received (agronomists / veterinarians) 4	Clarity of technical advice received (agronomists / veterinarians) 5
Responsiveness of the contact center team	Responsiveness of the contact center team 1	Responsiveness of the contact center team 2	Responsiveness of the contact center team 3	Responsiveness of the contact center team 4	Responsiveness of the contact center team 5
Friendliness and professionalism of our staff	Friendliness and professionalism of our staff 1	Friendliness and professionalism of our staff 2	Friendliness and professionalism of our staff 3	Friendliness and professionalism of our staff 4	Friendliness and professionalism of our staff 5
Accuracy and speed of order fulfillment	Accuracy and speed of order fulfillment 1	Accuracy and speed of order fulfillment 2	Accuracy and speed of order fulfillment 3	Accuracy and speed of order fulfillment 4	Accuracy and speed of order fulfillment 5
After-sales support (e.g., product usage guidance, assembly)	After-sales support (e.g., product usage guidance, assembly) 1	After-sales support (e.g., product usage guidance, assembly) 2	After-sales support (e.g., product usage guidance, assembly) 3	After-sales support (e.g., product usage guidance, assembly) 4	After-sales support (e.g., product usage guidance, assembly) 5
Ease of ordering and payment	Ease of ordering and payment 1	Ease of ordering and payment 2	Ease of ordering and payment 3	Ease of ordering and payment 4	Ease of ordering and payment 5

SECTION 4: STRENGTHEN CUSTOMER EXPERIENCE THROUGH CONSISTENCY

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* 17. We would like to understand your experience with the physical environment, safety, and presentation at the Bukoola location or service point you interacted with.

	1 – Very Poor	2 – Poor	3 – Fair	4 – Good	5 – Excellent
Cleanliness of the customer serving area	Cleanliness of the customer serving area 1 – Very Poor	Cleanliness of the customer serving area 2 – Poor	Cleanliness of the customer serving area 3 – Fair	Cleanliness of the customer serving area 4 – Good	Cleanliness of the customer serving area 5 – Excellent
Ease of access (e.g., entrance, parking)	Ease of access (e.g., entrance, parking) 1 – Very Poor	Ease of access (e.g., entrance, parking) 2 – Poor	Ease of access (e.g., entrance, parking) 3 – Fair	Ease of access (e.g., entrance, parking) 4 – Good	Ease of access (e.g., entrance, parking) 5 – Excellent
Comfort while waiting or being served	Comfort while waiting or being served 1 – Very Poor	Comfort while waiting or being served 2 – Poor	Comfort while waiting or being served 3 – Fair	Comfort while waiting or being served 4 – Good	Comfort while waiting or being served 5 – Excellent
Visibility and clarity of signage and product displays	Visibility and clarity of signage and product displays 1 – Very Poor	Visibility and clarity of signage and product displays 2 – Poor	Visibility and clarity of signage and product displays 3 – Fair	Visibility and clarity of signage and product displays 4 – Good	Visibility and clarity of signage and product displays 5 – Excellent
Safety and ventilation in customer areas (e.g., odor, air circulation)	Safety and ventilation in customer areas (e.g., odor, air circulation) 1 – Very Poor	Safety and ventilation in customer areas (e.g., odor, air circulation) 2 – Poor	Safety and ventilation in customer areas (e.g., odor, air circulation) 3 – Fair	Safety and ventilation in customer areas (e.g., odor, air circulation) 4 – Good	Safety and ventilation in customer areas (e.g., odor, air circulation) 5 – Excellent

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* 18. Is your experience consistent across the different Bukoola branches or interactions?

Always consistent

Sometimes consistent

Not consistent

Not applicable

OBJECTIVE 5: DRIVE LOYALTY, RETENTION AND REPEAT BUSINESS

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* 19. Overall, how satisfied are you with your experience with Bukoola Chemical Industries Ltd in the past 12 months (products, services, and support)?

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

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* 20. Would you recommend Bukoola to others?

Definitely

Probably

Not sure

Probably not

Definitely not

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* 21. How likely are you to continue buying from Bukoola?

Very likely

Likely

Not sure

Unlikely

Very unlikely

Very likely

Likely

Not sure

Unlikely

Very unlikely

BUKOOLA VET & WELLFED

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* 1. Do you agree to participate in this survey?

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* 2. Please select the option that best describes you or your organization:

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* 3. How long have you been a Bukoola customer?

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* 4. Which branch or contact point do you use most?

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* 5. Where do you primarily get technical advice or information about agricultural products and practices? (Select all that apply)

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* 6. How do you usually contact Bukoola for support or assistance? (Select all that apply)

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* 7. Did our staff guide you effectively when choosing or using our products?

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* 8. Which payment method do you use most when paying Bukoola?

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* 9. How easy is it for you to make payments to Bukoola?

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* 10. Over the past 12 months, what is the biggest challenge you face when dealing with Bukoola?

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* 11. Please rate your satisfaction on a scale of 1 (Very Dissatisfied) to 5 (Very Satisfied)

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* 12. Pricing (Affordability and fairness)

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* 13. How clear are product labels/instructions?

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* 14. Over the past 12 months, have you ever experienced any issues with a Bukoola product?

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* 15. 15. If yes, what type of issue? (Select one)

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* 16. Please rate your satisfaction with the following services (Rate 1 = Very Dissatisfied to 5 = Very Satisfied)

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* 17. We would like to understand your experience with the physical environment, safety, and presentation at the Bukoola location or service point you interacted with.

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* 18. Is your experience consistent across the different Bukoola branches or interactions?

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* 19. Overall, how satisfied are you with your experience with Bukoola Chemical Industries Ltd in the past 12 months (products, services, and support)?

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* 20. Would you recommend Bukoola to others?

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* 21. How likely are you to continue buying from Bukoola?

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* 22. Any additional feedback or suggestions not covered in this survey? (Optional)

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* 23. Can we contact you to follow up on your feedback?

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* 24. If yes, please share your name and contact (optional):