NLNG COOP- CUSTOMER SURVEY OCTOBER 2019- BENCH MARKING SERIES 01.10.2019 Question Title * 1. Please indicate your gender? Male Female Question Title * 2. What is your current work location? Bonny Abuja PHC Other Question Title * 3. Have you volunteered for any COOP committee in the past? Yes No Question Title * 4. If yes to question 3, what Committee? If no why? Question Title * 5. Please rate in order of importance (5 being of highest importance and 1 of lowest importance) the primary objectives of your ideal Coop 1 2 3 4 5 Enterprise - An investment platform Enterprise - An investment platform 1 Enterprise - An investment platform 2 Enterprise - An investment platform 3 Enterprise - An investment platform 4 Enterprise - An investment platform 5 Benefits - A platform that provides access to great deals Benefits - A platform that provides access to great deals 1 Benefits - A platform that provides access to great deals 2 Benefits - A platform that provides access to great deals 3 Benefits - A platform that provides access to great deals 4 Benefits - A platform that provides access to great deals 5 Finance/Thrift - A retirement or long term savings platform Finance/Thrift - A retirement or long term savings platform 1 Finance/Thrift - A retirement or long term savings platform 2 Finance/Thrift - A retirement or long term savings platform 3 Finance/Thrift - A retirement or long term savings platform 4 Finance/Thrift - A retirement or long term savings platform 5 Question Title * 6. Please rate in order of importance (3 being of highest importance and 1 of lowest importance) the behaviors that you expect members of the Management Committee (MC) to exhibit? 1 2 3 Credibility, Integrity & Honesty Credibility, Integrity & Honesty 1 Credibility, Integrity & Honesty 2 Credibility, Integrity & Honesty 3 Business Acumen & Visionary Leader Business Acumen & Visionary Leader 1 Business Acumen & Visionary Leader 2 Business Acumen & Visionary Leader 3 Financial management skills Financial management skills 1 Financial management skills 2 Financial management skills 3 Question Title * 7. Please rate in order of importance (6 being of highest importance and 1 of lowest importance) the key objectives you would love the COOP to achieve within the next 2 years? Please use the numbers 6 to 1 only to rate your top five. Question Title * 8. To what extent do you trust the COOP management to use our resources honestly and with the right level of business skills to delivery on our Objectives? Please rate the level of trust from 5 representing very high trust; 3 representing Neutral and 1 representing minimal, I expect institutional controls to guide the investment rather than trust. Very High High Average Below average Poor 1 1 Very High 1 High 1 Average 1 Below average 1 Poor 2 2 Very High 2 High 2 Average 2 Below average 2 Poor 3 3 Very High 3 High 3 Average 3 Below average 3 Poor 4 4 Very High 4 High 4 Average 4 Below average 4 Poor 5 5 Very High 5 High 5 Average 5 Below average 5 Poor Question Title * 9. To what extent do you expect that the NLNG - COOP Management Committee to actively seeks your input in all important decisions. 5 been the highest and 1 been the lowest 1 2 3 4 5 Always Always 1 Always 2 Always 3 Always 4 Always 5 Very often Very often 1 Very often 2 Very often 3 Very often 4 Very often 5 Often Often 1 Often 2 Often 3 Often 4 Often 5 As required As required 1 As required 2 As required 3 As required 4 As required 5 Not at all Not at all 1 Not at all 2 Not at all 3 Not at all 4 Not at all 5 Question Title * 10. Do you generally feel that the COOP is moving in the right direction? Yes No Neutral Maybe Needs more strategic direction Question Title * 11. Have you had cause to complain over treatment meted out to you by a member of the NLNG - COOP Management Committee Yes No Question Title * 12. Which aspect of the COOP's operations would you like to see the most significant changes with regards to transparency and members' oversight? Please rate with 5 being of highest importance and 1 of lowest importance. Use the numbers 5 to 1 only to rate your top five. 1 2 3 4 5 Contracting and Tendering Contracting and Tendering 1 Contracting and Tendering 2 Contracting and Tendering 3 Contracting and Tendering 4 Contracting and Tendering 5 Idea generation Idea generation 1 Idea generation 2 Idea generation 3 Idea generation 4 Idea generation 5 Investment appraisals and approvals Investment appraisals and approvals 1 Investment appraisals and approvals 2 Investment appraisals and approvals 3 Investment appraisals and approvals 4 Investment appraisals and approvals 5 Financial and performance reporting( Introduce Quarterly reports) Financial and performance reporting( Introduce Quarterly reports) 1 Financial and performance reporting( Introduce Quarterly reports) 2 Financial and performance reporting( Introduce Quarterly reports) 3 Financial and performance reporting( Introduce Quarterly reports) 4 Financial and performance reporting( Introduce Quarterly reports) 5 Governance and payment approvals Governance and payment approvals 1 Governance and payment approvals 2 Governance and payment approvals 3 Governance and payment approvals 4 Governance and payment approvals 5 Question Title * 13. When the COOP provides service to you what aspects of the service do you consider the most important? Please rate in order of importance (5 being of highest importance and 1 of lowest importance). Question Title * 14. Overall, how do you rate the quality of our admin office service experience? Excellent Good Average Poor Indifferent Question Title * 15. Which statement best captures your current attitude towards investing with the COOP? I only save to retain my membership I keep only what is required to keep my balance I see the Coop as a means of ensuring I save I see the Coop as a long term saving partner I see the Coop as potential investment Vehicle Others ( Please specify) Question Title * 16. What do you like most about the NLNG coop, Please specify Question Title * 17. Have you had any complaint about services rendered to you by the COOP over the last 12 months? Yes No If Yes (please specify) Question Title * 18. Please rate in order of importance (5 being of highest importance and 1 of lowest importance) the strategy you would prefer the Management Committee to focus on in order to achieve the objectives of the COOP? Question Title * 19. How well do you believe our services (type of loans, savings and discount offerings) suit your needs as an individual? Please rate the suitability with 1-3. 1 2 3 4 5 Benefits Benefits 1 Benefits 2 Benefits 3 Benefits 4 Benefits 5 Finance- Loans,Savings & Discount Finance- Loans,Savings & Discount 1 Finance- Loans,Savings & Discount 2 Finance- Loans,Savings & Discount 3 Finance- Loans,Savings & Discount 4 Finance- Loans,Savings & Discount 5 Enterprise ( Offerings) Enterprise ( Offerings) 1 Enterprise ( Offerings) 2 Enterprise ( Offerings) 3 Enterprise ( Offerings) 4 Enterprise ( Offerings) 5 Question Title * 20. What is your overall score of Coop performance as at today? 0-20 21-40 41-60 61-80 80- 100 Question Title * 21. What is your Risk Appetite in Investment? Low Risk Medium Risk High Risk Not Sure Question Title * 22. What is your expected average ROI (Return on Investment)? 5 – 10% 11 – 20% 21 – 30% 31 - 40% Greater that 40% Question Title * 23. Which is your priority when investing? Question Title * 24. Which is your most preferred investment vehicle? Real Estate Money Market Capital Market Foreign Investment Real Sector/Small Businesses Question Title * 25. Kindly make general suggestion / recommendation to improve the Coop Done
