2018 Zambia Customer Service Excellence Awards Survey Question Title * 1. Using any number from 0 to 10, where 0 is the worst customer care possible and 10 is the best customer care possible, what number would you use to rate the country's overall Customer Care as delivered by the various companies in Zambia? 10 Best customer care possible 9 8 7 6 5 4 3 2 1 0 Worst customer care possible . . 10 Best customer care possible . 9 . 8 . 7 . 6 . 5 . 4 . 3 . 2 . 1 . 0 Worst customer care possible Question Title * 2. As a customer, which organizations have striven to meet your needs or provided the best customer care in Zambia? Please respond with the best organisation per sector below. Hospitality (Hotels,Motels, Lodges etc): Telecoms (mobile and fixed network ): Banking (Banks and other financial institutions): Healthcare (hospitals, clinics, surgeries etc): Public Enterprises (State Owned Organizations wholly or partially) Transport (airlines, travel and tours): Retail (Supermarkets, Departmental shops etc): Insurance (general, life, health, finance etc): Internet Service Providers / Data Media (Online or Broadcasting Content providers, Digital, Print, Multimedia) ICT and Technology Solutions Courier Services and Logistics Question Title * 3. Which company operates the best call centre in Zambia? (when you call that company's hotline you dont hold for too long before you get answered - if you get answered at all) Question Title * 4. Which company has been very innovative in terms of using technology to improve service delivery this year? Name of Company: Technology Used: Question Title * 5. Which Company offered you an outstanding customer experience this year. Organisation: Question Title * 6. As a customer, what do you consider most before acquiring a product or service from a company? Product Quality Affordability Quality of Service Speed of Service Convenience Done