CUSTOMER SURVEY 2021 -Q2 Thank you for participating in this survey! Your feedback will help us better serve customers like you. Question Title * 1. What is your age? 18-24 25-34 35-44 45-54 55-64 65+ Question Title * 2. What is your gender? Female Male Question Title * 3. How long have you been a member of Safaricom Sacco Ltd? Less than six months Six months to a year 1 - 2 years More than 2 years I am not a Member Question Title * 4. What attracted you to the Sacco? Products & Services Brand Customer Service Compliance & Governance A friends recommendation Question Title * 5. If you would change one thing about the Sacco what would it be? Products Loan Processing Customer Service Using Channels /Accessibility Communication Other (please specify) Question Title * 6. How responsive have we been to your questions or concerns about our products and services? Very Responsive Responsive Least Responsive Not Responsive Question Title * 7. Which channel of communication works best for you? Email SMS Social Media Face to Face Question Title * 8. Rate our speed of crediting of your sacco account on a monthly basis Question Title * 9. Which is your most preferred platform? USSD (*345#) SafCIRI App iConnect Web Portal Question Title * 10. How do you find our loan requirements & communication process ? Excellent Good Bad Needs improvement Vague Question Title * 11. How do you find the timelines for loan disbursements & adhearance to SLAs? Excellent Timely Bad Worse Question Title * 12. How often would you like us to hold our online educational platforms ? Weekly Bi-Weekly Monthly Other (please specify) Question Title * 13. In this educational programs , what would you like done, what would you like discussed ? Question Title * 14. How can we improve our products & services to best meet your needs? Question Title * 15. How would you want the Sacco to celebrate you as it turns 20 years in the month of August? Question Title * 16. Would you like to have a Sacco branded ATM? Yes No Next
