customer satisfaction survey - kenya forest service · 2017-11-12 · iii list of figures figure...

KENYA FOREST SERVICE

FINAL REPORT

CONSULTANT:

E A K L

Envag Associates (K) Limited Karen Plains Arcade, Off Karen Road Karen 3rdFlr Wing C #6 P. O. Box 56656 - 00200 Nairobi, Kenya Tel: +254 - 20-2392316, Cell: 0724564610/ 0708743165 Web: www.envagassociates.com

Email: [email protected]

June, 2014

CUSTOMER SATISFACTION SURVEY

i

TABLE OF CONTENTS

LIST OF TABLES ........................................................................................................................................... II LIST OF FIGURES ........................................................................................................................................ III LIST OF ACRONYMS/ ABBREVIATIONS ................................................................................................. IV EXECUTIVE SUMMARY ................................................................................................................................ V CHAPTER ONE: INTRODUCTION ....................................................................................................... 1 1.1 Background ................................................................................................................................................................................ 1 1.2 Objective of Satisfaction Survey ............................................................................................................................................ 1 1.3 Satisfaction Defined ................................................................................................................................................................. 1 1.4 Determining Satisfaction Levels ............................................................................................................................................. 2 1.5 Significance of Satisfaction Surveys ....................................................................................................................................... 2 1.6 Rationale for the study ............................................................................................................................................................. 3 CHAPTER TWO: APPROACH AND METHODOLOGY ...................................................................... 4 2.1 Activity Schedule and Timelines ............................................................................................................................................ 4 2.2 Sampling ............................................................................................................................................................................. 4 2.3 Sources of Information ............................................................................................................................................................ 5 2.4 Work plan for the survey ........................................................................................................................................... 5 2.5 Data Collection Tools .............................................................................................................................................................. 6 2.6 Data Collection, Entry and Analysis ...................................................................................................................................... 7 2.7 Deliverables ................................................................................................................................................................................ 8 CHAPTER THREE: SURVEY FINDINGS ............................................................................................. 9 3.1 Introduction to Findings ......................................................................................................................................................... 9 3.2 Overall Customer Satisfaction Index..................................................................................................................................... 9 3.3 Customer Satisfaction Index (General Customers) .......................................................................................................... 10 3.3.1 Speed of Service ................................................................................................................................................................. 11 3.3.2 Complaint Handling .......................................................................................................................................................... 12 3.3.3 Courtesy of KFS Staff ...................................................................................................................................................... 13 3.3.4 Feedback ............................................................................................................................................................................. 14 3.3.5 Service Delivery Charter................................................................................................................................................... 15 3.3.6 Quality of Service .............................................................................................................................................................. 16 3.4 Suppliers Satisfaction Index .................................................................................................................................................. 17 3.4.1 Complaint Handling .......................................................................................................................................................... 18 3.4.2 Overall Communication ................................................................................................................................................... 19 3.4.3 Procurement Process ........................................................................................................................................................ 20 3.4.4 Payment Process ................................................................................................................................................................ 21 3.5 Student Satisfaction Index ..................................................................................................................................................... 22 3.5.1 Academic Processes ......................................................................................................................................................... 23 3.5.2 Learning Environment ..................................................................................................................................................... 24 3.5.3 Cafeteria / Hostels and Security Facilities .................................................................................................................... 26 3.5.4 Admission Process and Fees .......................................................................................................................................... 27 3.5.5 Management and Leadership ......................................................................................................................................... 28 3.5.6 Extra Curricular Activities .............................................................................................................................................. 29 3.5.7 Relationship with staff ...................................................................................................................................................... 30 CHAPTER FOUR: .......................................................................................................................................... 32 CONCLUSIONS, RECOMMENDATIONS AND SUGGESTIONS .......................................................................... 32 4.1 Conclusions .............................................................................................................................................................................. 32 4.2 Recommendations .................................................................................................................................................................. 32 APPENDIX A1: CUSTOMER SATISFACTION SURVEY (GENERAL CUSOMERS) ....................... 36 APPENDIX A2: CUSTOMER SATISFACTION SURVEY (SUPPLIERS) ............................................ 43 APPENDIX A3: CUSTOMER SATISFACTION SURVEY (STUDENTS) ............................................ 48

ii

LIST OF TABLES

Table Description Page Number

E1 Category of Respondents .iii

E2 Summary of Findings .iv

2.1 Sample Size 5

2.2 Time Schedule 6

2.3 Structure of Data Collection Tools 6

3.1 Overall Customer Satisfaction Index 9

3.2 General Customer Satisfaction Results 10

3.3 Speed of Service 11

3.4 Complaint Handling 12

3.5 Courtesy of KFS Staff 13

3.6 Feedback 14

3.7 Service Delivery Charter 15

3.8 Quality of Services 16

3.9 Suppliers Satisfaction Results 17

3.10 Complaint Handling by Suppliers 18

3.11 Overall Communication 19

3.12 Procurement Process 20

3.13 Payment Process 21

3.14 Student Satisfaction Results 22

3.15 Academic Process 23

3.16 Learning Environment 24

3.17 Cafeteria/Hostels/Security Facilities 26

3.18 Admission Process 27

3.19 Management & Leadership 28

3.20 Extra-Curricular Activities 29

3.21 Relationship with Staff 30

iii

LIST OF FIGURES

Figure Description Page Number

3.1 Overall Customer Satisfaction Index 9

3.2 General Customer Satisfaction Results 11

3.3 Speed of Service 12

3.4 Complaint Handling 13

3.5 Courtesy of KFS Staff 14

3.6 Feedback 15

3.7 Service Delivery Charter 16

3.8 Quality of Services 17

3.9 Suppliers Satisfaction Results 18

3.10 Complaint Handling by Suppliers 19

3.11 Overall Communication 20

3.12 Procurement Process 21

3.13 Payment Process 22

3.14 Student Satisfaction Results 23

3.15 Academic Process 24

3.16 Learning Environment 25

3.17 Cafeteria/Hostels/Security Facilities 27

3.18 Admission Process 28

3.19 Management & Leadership 29

3.20 Extra-Curricular Activities 30

3.21 Relationship with Staff 31

iv

LIST OF ACRONYMS/ ABBREVIATIONS

Abbreviation Description

CD ROM Compact Disk Read Only Memory

Eq Equation

FGD Focus Group Discussion

SI Satisfaction Index

SPSS Statistical Package for Social Scientists

KFS Kenya Forest Service

v

EXECUTIVE SUMMARY

1. Background

Kenya Forest Service (KFS) is a State Corporation established in February 2007 under the Forest

Act 2005 to conserve, develop and sustainably manage forest resources for Kenya's social-

economic development.

The KFS management structure comprises 10 conservancies that are ecologically demarcated, 76

Zonal Forest Offices, 150 forest Stations, and 250 divisional forest extension offices located

countrywide, and critical in forest management and surveillance.

To participate in forest management, forest adjacent communities have formed registered groups

and are currently working with KFS to sustainably manage forest resources. In total, there are 325

community forest associations.

The Customer Satisfaction Survey was done to assess the perceived level of satisfaction of KFS’s

customers with the services/products offered to them. The results of the survey are meant to

provide the management of the Organization with the information on how to improve its

efficiency and image and to identify priority areas that require specific interventions in an effort to

improve its service delivery.

This Report on Customer Satisfaction Survey presents the findings of the study conducted by

Envag Associates Limited (the Consultant) with respect to satisfaction levels of customers.

2. Objectives

The main objective was to assess the perceived level of satisfaction of the services offered by KFS

to its customers It also included respondents’ suggestions on how service delivery could be

improved.

3. Scope

The following Table indicates the categories of customers and employees sampled during these

surveys.

Table E1: Category of Respondents

CATEGORY TARGETED

General Customers 150

Suppliers 50

Student 500

Total 700

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4. Methodology

The Customer Satisfaction questionnaire captured the level of satisfaction among suppliers and

surrounding community.

Data coding and entry was done concurrently with data collection in the field. After which the

consultant embarked on analysis of the data, comments and observations obtained from field

visits and secondary sources. The consultant carried out data coding, framework development for

data entry and analysis of data using Ms Excel Platforms and SPSS.

After data analysis, satisfaction index (SI) was obtained, which is a single number that measures

the extent to which the respondents are satisfied. It is a weighted composite index that has values

ranging from 0 to 100. It is used to measure the responses to one or more questions (factors)

asked about the same idea.

5. Survey Findings

The overall Customer Satisfaction Index was 72.51%. The Table below shows the summary of

the survey findings.

Table E2: Summary of the Findings of Customer Satisfactions in Kenya Forest Service

6) Conclusion and Recommendations

Conclusions

The most satisfied category of customers were Suppliers (78.84%) followed by General

Customers (71.72) and the Students (66.97) were the least satisfied.

KFS can improve the satisfaction level if the below outlined recommendations are implemented.

Category of Customers Index (%)

Suppliers 78.84

General Customers 71.72

Students 66.97

Average 72.51

vii

Recommendations

a. Speed of service

Speed of service is a very important issue in every organization. At KFS it seems the importance

of the speed of service has been realized by the staff members since most customers showed

satisfaction in the way the speed of service is carried out. They were generally satisfied with the

action on inquiries, customer service desk, waiting time before provision of service and the speed

on the provision of service at KFS. Port Victoria seemed to score high in the speed of service

since majority of the customers from port Victoria were happy with the speed of service at KFS.

KFS can improve on this if they build more customer care desks in all centres.

b. Courtesy of staff

Generally the customers of the KFS were satisfied with the courtesy of the staff at Kenya Forest

Service. They showed satisfaction with the way the clients were being handled, the way the

employees at KFS conducted themselves and the prudent utilization of the resources. On the

issue of corruption customers perceived that employees at KFS are zero tolerance to corruption,

some of the comments from the customers which showed there is zero tolerance to corruption at

KFS:

Long ago they used to ask for “tea” but nowadays they don’t ask- From Busia

We therefore comment the KFS staff for the courtesy they are showing towards their customers.

c. Feedback

Most customers were satisfied with the feedback they got from KFS, they agreed that there is a

timely, accurate and courteous response; some staff expressed how helpful the feedback at KFS is

to them

Helped a lot with water supply issues

However some customers had some dissatisfaction on the clarity of guidelines and fairness in

dealing with customers, they felt that there was no clarity on what is expected of the customers by

the staff

I am not sure if I have to replace a cut down tree since the guidelines of the KFS are not clear.

We comment KFS for the good feedback they are giving to their customers and also we would

like to recommend that they should make their guidelines clear to the customers by providing the

customers with reading manuals.

viii

d. Quality of Services

Quality of Services at Kenya Forest Service is good according to the feedback from the

Customer. They agreed that KFS consider persons with disability, minority and marginalized

groups some of the comments which show the evidence of this include.

KFS gave youth work of planting trees and nursery preparation

Although customers perceived that KFS usually takes corrective measures, some customers feel

that there are some areas which have not been corrected although it was spoilt long time ago.

Others feel that there is no confidentiality.

We recommend KFS to be taking corrective measures promptly so as to tackle customers’

problems urgently, also there should be confidentiality so as to enable the customers have

confidence in KFS.

e. Recommendations for the Students Satisfaction (Kenya Forest College Londiani)

i. Relationship with the staff

In any organization, relationship is very important since it contributes to quality work and service.

At Kenya Forest College (KFC), the staff and students seem to understand this. Most students

were satisfied with the relationship that existed between them and the staff. However there are

some departments which most students showed dissatisfaction on the relationship between them.

Students complains that their compliant are not handled in a timely manner

When you raise a complain it takes long to be handled

Also students complained that there is no appropriate channel of communication between

management and the students.

I even don’t know where to channel my complains to

We recommend KFC to try as much as possible to ensure that the students complains are

handled appropriately and in a timely manner, also the institution should set a good channel of

communication between and educate everybody on the channels to be followed.

ii. Admission process and fees

Generally students were dissatisfied with admission process and fees, according to them, the

admission process at KFC is not transparent and also the registration process is not

straightforward because of the many processes that one has to undergo. On the fee payment

issue, they complained that the fee at KFC is not competitive as it does not favor the students

from poor background.

ix

We therefore recommend KFC to try and improve the admission process by introducing online

registration system to enable students register from anywhere. On the issue of school fees, we

urge KFC to review their fees so that all the students can afford.

iii. Learning environment

The learning environment at KFC satisfies many students, students are satisfied with the

adequacy of the lecture theatres, laboratories and the furniture in the lecture rooms. Students are

also satisfied with the conducive environment at KFC and the cleanness of the lecture rooms.

However most students are dissatisfied with level of technology used in lecturing, they also claim

there are no enough revision materials like books and journals.

We comment KFC for the clean and conducive environment that they provide to their students,

however, we recommend KFC to improve on the lecturing technology and they should ensure

that there are enough revising materials.

iv. Academic process

Generally students showed some satisfaction with academic process, they agreed that there are no

class clashes on the KFC timetable, also the time allocated is reasonable according to their

response. They also showed satisfaction on the competency of the lectures. However the

examination related issues showed dissatisfaction among the students. They claim the

examination related issues are not promptly addressed hence making students miss some marks.

They don’t address exam issues promptly which affects the grading and results of the

students

I have missing marks but It seems they don’t want to address even after I have raised the

complain

We urge KFC to address the examination issue promptly and also ensure that there are no

missing marks.

v. Extracurricular activities

Generally the students were satisfied with the extracurricular activities at KFC but their

dissatisfaction arises from the inadequacy of social amenities and their maintenance.

The football pitch are not maintained and it looks bad

We recommend KFC to try and build more social amenities and also they should maintain the

current ones.

x

vi. Management and leadership

There was a lot of dissatisfaction from the management and leadership at KFC, many students

felt that KFC does not support the needy students and that the medical services are not satisfying.

They also feel that the top management does respond promptly to important issues affecting the

students. However they feel that students’ leadership is effective and that they are satisfied with

the academic division of the college.

vii. Cafeteria/Hostels/Security Facilities

Generally the students are satisfied with the quality of food served at the cafeteria/dining hall (s),

they also claim the cost of food is reasonable and the cleanness of the dining all is satisfying, the

security measures and the courtesy of the security staff is satisfying according to the students.

However the dissatisfaction arose from hostels,

The hostels are of poor quality

The hostels are not clean as there are tall grass around the buildings

Also the washrooms are not adequate and they are not clean.

We recommend KFC to ensure that they build high quality/standard hostel and maintains their

cleanness by slashing the grass to avoid diseases like malaria and typhoid. Also the number of

washrooms must be increased and their cleanliness maintained to avoid communicable diseases

like cholera.

1

CHAPTER ONE: INTRODUCTION

1.1 Background

Kenya Forest Service (KFS) is a State Corporation established in February 2007 under the

Forest Act 2005 to conserve, develop and sustainably manage forest resources for Kenya's

social-economic development.

The KFS management structure comprises 10 conservancies that are ecologically

demarcated, 76 Zonal Forest Offices, 150 forest Stations, and 250 divisional forest extension

offices located countrywide, and critical in forest management and surveillance.

To participate in forest management, forest adjacent communities have formed registered

groups and are currently working with KFS to sustainably manage forest resources. In total,

there are 325 community forest associations.

The Customer Satisfaction Survey was done to assess the perceived level of satisfaction of

KFS’s customers with the services/products offered to them. The results of the survey are

meant to provide the management of the Organization with the information on how to

improve its efficiency and image and to identify priority areas that require specific

interventions in an effort to improve its service delivery.

This Report on Customer Satisfaction Survey presents the findings of the study conducted

by Envag Associates Limited (the Consultant) with respect to satisfaction levels of

customers.

1.2 Objective of Satisfaction Survey

The objective was to assess the satisfaction levels to services offered by Kenya Forest

Service to its customers. The survey determined the levels of satisfaction as perceived by

these and also obtained their views on the challenges encountered in search of these

services. It also included respondents’ suggestions on how service delivery could be

improved.

1.3 Satisfaction Defined

Satisfaction refers to the attitudes and feelings that customers have towards an institution

that serves them, which in this case is KFS. It embodies a system of beliefs that may not

have been articulated. These beliefs themselves are based on certain values and are the

2

foundation upon which attitude and behaviour are also based. Satisfaction is derived from

the psychological contract and encompasses the actions customers believe are expected of

them and what response they expect from their engagement relationships.

Satisfaction is concerned with assumptions, expectations, promises and mutual obligations.

It creates attitudes and emotions that govern behaviour. It is also implicit and dynamic as it

develops over time with accumulation of experiences, changing engagement conditions and

re-evaluation of expectations. Thus satisfaction may provide some indications of the answers

to the two engagement relationship questions that individuals normally pose: “What can I

reasonably expect from the organization? And what should I reasonably be expected to

contribute in return?”

Satisfaction and engagement relationships are never quite fully understood by either party

that gives or provides the services. From the customer point of view, the engagement

relationship and the associated satisfaction may be based on:-

How they are treated in terms of fairness, equity and consistency

Security of engagement

Scope to demonstrate competence

Involvement and influence

Trust in the management of the organization to keep their promises

From the engaging institution perspective, satisfaction may cover aspects of the engagement

relationship such as: competence, effort and loyalty.

1.4 Determining Satisfaction Levels

The degree to which customers are satisfied can be measured by attitude surveys by

obtaining opinions on key matters about an organization. Such attitudes survey may be

conducted using any set or all of the following:

Structured questionnaires

Open ended interpersonal interviews

Combinations of questionnaires and interviews, and

Use of Focus Group Discussions

1.5 Significance of Satisfaction Surveys

Kenya Forest Service has increasingly become aware that the opinions of their customers, in

particular, make the attainment of their goals more likely. It is noteworthy that through

3

Performance Contracting, organizations are required to state in advance what they tend to

achieve in a given year and they are evaluated on these set targets.

Organizations also use service charters to tell the public what they stand for and how they

will provide their services. The extent to which the service charter has been implemented

normally provides some perception about satisfaction levels. It must always be remembered

that room should be created for continuous improvement and the bases for these are the

independent feedback systems from stakeholder’s attitude surveys.

1.6 Rationale for the study

The Kenya Forest Service is actively participating in the implementation of the wider

Government of Kenya development policies that embrace, among other things, the Civil

Service Reform Programmes. In this regard therefore, Kenya Forest Service has set up

internal structures to manage the reform initiatives necessary for enhanced efficiency and

effectiveness in management. Kenya Forest Service has developed specific management

tools, such as the strategic plan and service charter, which enable it to specify the results it

seeks to realize within given time frames and relevant strategies to achieve these results. In

its endeavour to be an effective and efficient institution, Kenya Forest Service is desirous to

know the current satisfaction levels of their customers. It is in this light that a consultant

(Envag Associates Limited) was contracted through a competitive tendering process to

conduct the Customer satisfaction survey.

4

CHAPTER TWO: APPROACH AND METHODOLOGY

2.1 Activity Schedule and Timelines

The preliminary activities for the survey were under taken in a logical sequence as shown

below:

1. Mobilization and planning which involved resource mobilization.

2. Familiarization with KFS and assignment kick off.

3. Determination of the level of participation of identified KFS stakeholder.

4. Discussion and agreement on the scope and duration of work.

5. Confirmed understanding of the objectives of the assignment.

6. Agreed on proposed approach and methodology.

7. Agreed on documents to be reviewed by the consultant.

8. Agreed on expected outputs and set deadlines for their submission.

9. Agreed on the report timelines.

2.2 Sampling

The sampling frame used was that respondents were drawn from every stations surveyed. It

also included targeted respondents lists obtained from Kenya Forest Service for the survey.

Respondents were given equal opportunity to participate in the survey.

Generic distribution equation with correction for finite population was used to arrive at a

representative sample of customers of KFS. Other respondents were identified based on the

list provided by the Organization.

The sample size formula (The generic distribution equation with correction for finite

population) used is provided in Equations 1 and 2.

Equation 1

Where:

= Non-corrected sample size.

= Level of confidence set at 1.96 for 95% confidence level.

= Percentage picking a choice, expressed as decimal (0.5 used for sample needed).

= population proportion (1-p)

= Margin error of the study set at

Correction for finite population provides the valid sample size as in Equation 2.

2

2

0e

pqZn

on

Z

p

q

2e %5

5

Equation 2

Where: = Population size taken.

size sample n

All the respondents were given equal opportunity to participate in the survey within the

survey data collection timeframe. In order to effectively capture the differences by category

from the study population, stratified random sampling technique was adopted in the survey

design. The benefit of stratification was that it allowed the sampler to control the stratum

and ensured a defined level of statistical precision and comparability.

Table 2.1: Sample Size

CATEGORY TARGETED

General Customers 150

Suppliers 50

Student 500

Total 700

The consultants had the respective questionnaire self-administered by respondents, under

close supervision by consultants, enumerators. A brief sensitization of respondents was held

before administration of questionnaires. In order to achieve the desired target, a total of 20

respondents from all conservancies were interviewed.

2.3 Sources of Information

The consultant was aware that information on KFS services was of specific importance to

its Customer Satisfaction Improvement. Primary data were collected using questionnaires

and guideline/checklist attached in appendices and secondary data was obtained from the

following sources as a minimum:

Previous reports on Customer satisfaction done in 2013.

2.4 Work plan for the survey

Table 2.2 below shows the work plan for the survey.

N

1n1

nn

o

o

N

6

Table 2.2: Time Schedule for Performance of the Service

2.5 Data Collection Tools

The main tools for capturing primary data during the survey were questionnaires. The tools

are attached in Appendices and their description and content shown in Table 2.5:

Table 2.3: Structure of Data Collection Tools

No. Name of Tool Contents

1. Customer Survey questionnaire (General)

Section A: Customer Satisfaction -Speed of Service -Quality of Service -Courtesy -Complaint Handling -Feedback -Service Delivery Charter

Section B: Suggestions

Section C: Demography and Personal Information

2. Suppliers Satisfaction questionnaire

Section A: Suppliers Satisfaction -Communication -Procurement Process -Payment Process -Complaint Handling

Section B:Suggestions

Section C: Demography and Personal Information

3 Students Satisfaction Learning Environment

No MAIN ACTIVITY/STEP WEEKS

1 2 3 4 5

1. Preliminary Activities:

2 Literature Review

3 Developing Draft Survey

Instruments

4. Inception Report Submission

5. Incorporating Client’s comments

and suggestions in the Inception

Report and Survey Instruments

6 Recruitment and training of

enumerators

7 Pretesting of Survey tools

8 Field Work and actual primary

data collection

9 Data Analysis, interpretations and

Reporting

10. Draft Survey Report

11 Incorporating Client’s Comments

in Final Report

12. Final Report submission

7

No. Name of Tool Contents

Questionnaire Academic Process

Cafeteria/Hostel/Security

Management and Leadership

Admission and Fees

Relationship with staff

Extracurricular Activities

4. Focus Group Discussion. Focused on contents in section.

2.6 Data Collection, Entry and Analysis

Data coding and entry was done concurrently with data collection in the field. After which

the consultant embarked on analysis of the data, comments and observations obtained from

the field visits and secondary sources. The consultant carried out data coding, framework

development for data entry and analysis of data collected in Ms Excel Platforms and SPSS.

After analysis the consultant came up with an overall satisfaction index (SI), which is a single

figure that measures the extent to which the respondents are satisfied. It is a weighted

composite index that has values ranging from 0 to 100. It is used to measure the responses

to one or more questions (factors) that ask about the same idea.

The index is obtained by SPSS using the principle of weighted average method as follows:

The frequencies (tallies) for different agreement levels are obtained and then multiplied by

the respective weights for every factor under investigation. The sum of the product obtained

is divided by the sum of tallies for every factor to obtain a mean score within a Likert scale

of 1-5. This mean score is then multiplied by index interval; in this case 20 for arrange of 0

to 100 to enable presentation of results in percentages. Note: SPSS is used to do all these in

one step.

The mean score itself is stable and not affected when various subgroups of a composite

interest groups have varying population, so long as the method for picking sample size is

consistent across the subgroups. Therefore, the weighted composite index derived as

average of mean scores from different subgroups will be the same as an index obtained

directly without subdividing the subgroups so long as the same respondents are retained in

the analysis. The main reason for reporting within subgroups is therefore to get a clearer

picture of their contribution to the composite index.

Focus group discussions were used as a form of qualitative data collection where

respondents within an interest group were asked about their perceptions, opinions, beliefs

and attitudes towards services they receive from KFS. The discussions were done in an

interactive group setting to acquire feedback, with a minimum of 4 respondents (mini focus

group model) where participants were free to talk with other group members.

8

The discussions were conducted in an unstructured and natural way where respondents were

free to give views from any aspect. These views were recorded by the consultant and formed

part of the survey report. During the discussions, the Consultant acted as the moderator to

ensure that the session progressed smoothly. The FGD effectively applied to Customers,

and the community since it was easy to assemble them in mini groups of four.

The open ended questions were tested for inter-rater reliability before being recorded. This

together with information delivered from quantitative data also formed the basis of

suggestions for improvement in this report.

2.7 Deliverables

The consultant then presentend a report to the client on the results of the entire survey

exercise and submittedagreed bound hard copies, a soft copy in CD ROM in MS

word/Excel (and PDF) format of report.

9

CHAPTER THREE: SURVEY FINDINGS

3.1 Introduction to Findings

This section contains demographic responses from customers and employees as captured by

their respective questionnaires.

3.2 Overall Customer Satisfaction Index

The overall Customer Satisfaction Index was (72.51%). The Table 3.1 below shows the index

scores for the various sub-groups under customers.

Table 3.1: Overall Customers Satisfaction Index

Overall Customer Satisfaction Index was 72.51%. “Suppliers” scored highest with 78.84% while

General Customers and Students score 71.72% and 66.97% respectively. Figure 3.1 below shows

the results on a graph.

Figure: 3.1 Overall Customer Satisfaction Index

0

20

40

60

80

100

Supp

liers

Gen

eral

Cus

tom

ers

Stud

ents

Ave

rage

78.8471.72 66.97 72.51

Ind

ex

(%)

Category of customers

Overall Customer Satisfaction Index

Category of Customers Index (%)

Suppliers 78.84

General Customers 71.72

Students 66.97

Average 72.51

10

3.3 Customer Satisfaction Index (General Customers)

KFS general customers were identified and categorised as follows.

a. Government Ministries and Departments

b. Private Sectors

c. Development Partners

d. Manufacturers/Timber Factories

e. Bee Keeper/Farmer/Wood Carver/Saw Miller/Herbalist/Carpenters/Charcoal and Rain

Markers/Forest Dwellers

f. Community Forestry Association

g. Eco Tourism Player

h. Group Nursery Owners

i. Non State Actors (NGOs, CBOs FBOs)

j. Universities and Colleges

k. Forest Neighbouring Community

Table 3.2 shows the scores for the different parameters under customers

Table 3.2: General Customers Satisfaction Index

No Key Factor Index (%)

a. Speed of Service 79.08

b. Complaint Handling 73.34

c. Courtesy of Staff 72.41

d. Feedback 69.97

e. Service Charter 68.81

f. Quality of Services 66.71

Average 71.72

The mean score for “General Customer” was 71.72%. The highest score was “Speed of Service”

79.08% followed by “Complaint Handling” 73.34%, “Courtesy of Staff” 72.41%, “Feedback”

69.97%, “Service Charter” 68.81% and finally “Quality of Services” 66.71%. Figure 3.2 below

shows the summary of the scores on a graph.

11

Figure 3.2: Score for General Customers

3.3.1 Speed of Service

Table 3.3 shows the scores for the different parameters under Speed of Service.

Table 3.3: Speed of Service


a. Waiting time before Service provision at KFS 82.44

b. Action on inquiries/ letters / telephone/ E-mail 79.58

c. Speed of Service provision at KFS 78.07

d. Customers service desk 76.23

Average 79.08

The mean score for “Speed of Services” was 79.08%. The highest score was “Waiting time

before Service provision at KFS” 82.44% followed by “Action on inquiries/ letters / telephone/

E-mail” 79.58%, “Speed of Service provision at KFS” 78.07% and finally “Customers service

desk” 76.23%. Figure 3.3 below shows the summary of the scores on a graph.

020406080

100

Spee

d of

Ser

vice

Com

plai

nt H

andl

ing

Cou

rtes

y of

Sta

ff

Feed

back

Serv

ice

Cha

rter

Qua

lity

of S

ervi

ces

Ave

rage

79.08 73.34 72.41 69.97 68.81 66.71 71.72In

de

x (%

)

Factor

Score for General Customers

12

Figure 3.3: Speed of Service

3.3.2 Complaint Handling

Table 3.4 shows the scores for the different parameters under Complaint Handling.

Table 3.4: Complaint Handling


a. KFS has effective channels for handling customer complaints 76.73

b. Listening and communicating effectively with all stakeholders 76.56

c. KFS management is focused towards producing tangible results 75.38

c. KFS provides adequate feedback on complaints lodged 72.04

d. Complaints lodged with KFS are dealt with in timely manner and

objectively

66.00

Average 73.34

The mean score for “Complaint Handling” was 73.34%. The highest score was “KFS has

effective channels for handling customer complaints” 76.73% followed by “Listening and

communicating effectively with all stakeholders” 76.56%, “KFS management is focused towards

producing tangible results” 75.38%, “KFS provides adequate feedback on complaints lodged”

72.04% and finally “Complaints lodged with KFS are dealt with in timely manner and

objectively” 66%. Figure 3.4 shows the summary of the scores on a graph.

0

20

40

60

80

100

Wai

ting

time

befo

re S

ervi

ce

prov

ision

at K

FS

Act

ion

on in

quiri

es/

lette

rs

/ te

leph

one/

E-m

ail

Spee

d of

Ser

vice

pro

visio

n

at K

FS

Cus

tom

ers

serv

ice

desk

Ave

rage

82.44 79.58 78.07 76.23 79.08In

de

x (%

)

Factor

Speed of Service

13

Figure 3.4: Complaint Handling

3.3.3 Courtesy of KFS Staff

Table 3.5 shows the scores for the different parameters under Courtesy

Table 3.5: Courtesy of KFS Staff


a. KFS employees conduct themselves with utmost integrity 79.57

b. Handling clients with dignity, courtesy and respect 77.90

c. Setting clear minimum standards of service to the satisfaction of all clients 74.61

d. Upholding zero-tolerance to corruption by not expecting, accepting or receiving

inducement to offer services

68.67

e. Prudent utilization of resources 61.31

Average 72.41

The mean score for “Courtesy of KFS Staff” was 72.41%. The highest score was “KFS

employees conduct themselves with utmost integrity ” 79.57% followed by “Handling clients

with dignity, courtesy and respect” 77.9%, “Setting clear minimum standards of service to the

satisfaction of all clients” 74.61%, “Upholding zero-tolerance to corruption by not expecting,

accepting or receiving inducement to offer services” 68.67% and finally “Prudent utilization of

resources” 61.31%. Figure 3.5 below shows the summary of the scores on a graph.

0

20

40

60

80

100

KFS

has

effe

ctiv

e ch

anne

ls fo

r

hand

ling

cust

omer

com

plai

nts

List

enin

g an

d co

mm

unic

atin

g

effe

ctiv

ely

with

all

stak

ehol

ders

KFS

man

agem

ent i

s fo

cuse

d

tow

ards

pro

duci

ng ta

ngib

le

resu

lts

KFS

pro

vide

s ad

equa

te

feed

back

on

com

plai

nts

lodg

ed

Com

plai

nts

lodg

ed w

ith K

FS

are

deal

t with

in ti

mel

y

man

ner a

nd o

bjec

tivel

y

Ave

rage

76.73 76.56 75.38 72.04 66.0073.34

Ind

ex

(%)

Factor

Complaint Handling

14

Figure 3.5: Courtesy of Staff

3.3.4 Feedback

Table 3.6 shows the scores for the different parameters under Feedback.

Table 3.6: Feedback


a. Reasonable explanation given to any delay in service provision 72.36

b. Courteous, timely and accurate response to all requests 70.04

c. Clarity of guidelines and fairness in dealing with customers 67.51

Average 69.97

The mean score for “Feedback” was 69.97%. The highest score was “Reasonable explanation

given to any delay in service provision” 72.36% followed by “Courteous, timely and accurate

response to all requests” 70.04% and “Clarity of guidelines and fairness in dealing with

customers” 67.51%. Figure 3.6 below shows the summary of the scores on a graph.

0

20

40

60

80

100

KFS

em

ploy

ees

cond

uct

them

selv

es w

ith u

tmos

t int

egrit

y

Han

dlin

g cl

ient

s w

ith

dign

ity, c

ourt

esy

and

resp

ect

Setti

ng c

lear

min

imum

stan

dard

s of

ser

vice

to th

e

satis

fact

ion

of a

ll cl

ient

s

Uph

oldi

ng z

ero-

tole

ranc

e to

corr

uptio

n by

not

expe

ctin

g, a

ccep

ting

or r

ecei

ving

indu

cem

ent t

o of

fer

serv

ices

Prud

ent u

tiliz

atio

n of

res

ourc

es

Ave

rage

79.57 77.90 74.6168.67

61.3172.41

Ind

ex

(%)

Factor

Courtesy of Staff

15

Figure 3.6 Feedback

3.3.5 Service Delivery Charter

Table 3.7 shows the scores for the different parameters under Service Delivery Charter.

Table 3.7 Service Delivery Charter


a. The extent to which you are able to access all the information you need from KFS

70.87

b. The extent to which KFS service charter is applicable to you as a customer 70.52

c. Confidentiality in handling client information 69.02

d. Provision of prompt and accurate information on all requests 64.83

Average 68.81

The mean score for “Service Delivery Charter” was 68.81%. The highest score was “The extent

to which you are able to access all the information you need from KFS” 70.87% followed by

“The extent to which KFS service charter is applicable to you as a customer” 70.52%,

“Confidentiality in handling client information” 69.02% and finally “Provision of prompt and

accurate information on all requests” 64.83%. Figure 3.7 below shows the summary of the scores

on a graph.

0

20

40

60

80

100

Ther

e is

an

appr

opria

te

com

mun

icat

ion

chan

nel

betw

een

man

agem

ent a

nd

stud

ents

The

non-

teac

hing

sta

ff at

KFS

are

cou

rteo

us

KFS

sta

ff re

spon

ds to

adm

inist

rativ

e qu

erie

s

prom

ptly

Stud

ent c

ompl

aint

s ar

e

hand

led

in a

tim

ely

man

ner

71.0460.28 56.95

46.77

Ind

ex

(%)

Factor

Feedback

16

Figure 3.7 Service Delivery Charter

3.3.6 Quality of Service

Table 3.8 shows the scores for the different parameters under Quality of Service

Table 3.8 Quality of Service


a. The organization is committed to innovation, creativity and visionary planning 69.18

b. Accomplishment of transaction or purpose of visit to KFS 69.02

c. Taking prompt corrective measures on errors and deficiencies that occur 64.32

d. Handling stakeholders issues with the urgency and confidentiality required 64.30

Average 66.71

The mean score for “Quality of Service” was 66.71%. The highest score was “The organization

is committed to innovation, creativity and visionary planning” 69.18% followed by

“Accomplishment of transaction or purpose of visit to KFS” 69.02%, “Taking prompt

corrective measures on errors and deficiencies that occur” 64.32% and finally “Handling

stakeholders issues with the urgency and confidentiality required” 64.30%. Figure 3.8 below

shows the summary of the scores on a graph.

0

20

40

60

80

100

Ther

e is

an

appr

opria

te

com

mun

icat

ion

chan

nel

betw

een

man

agem

ent a

nd

stud

ents

The

non-

teac

hing

sta

ff at

KFS

are

cour

teou

s

KFS

sta

ff re

spon

ds to

adm

inist

rativ

e qu

erie

s

prom

ptly

Stud

ent c

ompl

aint

s ar

e

hand

led

in a

tim

ely

man

ner

Dep

artm

enta

l sta

ff pr

ovid

e

suffi

cien

t inf

orm

atio

n

71.0460.28 56.95

46.77 45.61

Ind

ex

(%)

Factor

Service Delivery Charter

17

Figure 3.8 Quality of Service

3.4 Suppliers Satisfaction Index

Table 3.9 shows the scores for the different parameters under Suppliers.

Table 3.9: Suppliers Satisfaction Results


a. Complaint Handling 85.93

b. Overall Communication 84.16

c. Procurement Process 77.13

d. Payment Process 68.14

Average 78.84

Suppliers Satisfaction Index was 78.84%. The highest score was “Complaint Handling” 85.93%

followed by “Overall Communication” 84.16%, “Procurement Process” 77.13% and finally

“Payment Process” 68.14%. Figure 3.9 shows the summary of the scores on a graph.

0

20

40

60

80

100

The

orga

niza

tion

is

com

mitt

ed to

inno

vatio

n, c

reat

ivity

and

visio

nary

pla

nnin

g

Acc

ompl

ishm

ent o

f

tran

sact

ion

or p

urpo

se o

f vis

it

to K

FS

Taki

ng p

rom

pt c

orre

ctiv

e

mea

sure

s on

err

ors

and

defic

ienc

ies

that

occ

ur

Han

dlin

g st

akeh

olde

rs is

sues

with

the

urge

ncy

and

conf

iden

tialit

y re

quire

d

Ave

rage

69.18 69.02 64.32 64.30 66.71

Ind

ex

(%)

Factor

Quality of Service

18

Figure 3.9: Suppliers Satisfaction Results

3.4.1 Complaint Handling

Table 3.10 shows the scores for the different parameters under Complaint Handling.

Table 3.10: Complaint Handling


a. Timely handling of lodged complaints 94.92

b. Adequacy of mechanism for lodging of complaints 87.47

c. Feedback on lodged complaints 75.40

Average 85.93

The mean score for “Complaint Handling” according to suppliers was 85.93%. The highest

score was “Timely handling of lodged complaints” 94.92% followed by “Adequacy of

mechanism for lodging of complaints” 87.47% and “Feedback on lodged complaints” 75.4%.

Figure 3.10 shows the summary of the scores on a graph.

020406080

100

Com

plai

nt H

andl

ing

Ove

rall

Com

mun

icat

ion

Proc

urem

ent P

roce

ss

Paym

ent P

roce

ss

Ave

rage

85.93 84.16 77.1368.14

78.84In

de

x (%

)

Factor

Suppliers Satisfaction Results

19

Figure 3.10: Complaint Handling

3.4.2 Overall Communication

Table 3.11 shows the scores for the different parameters under Overall Communication.

Table 3.11: Overall Communication


a. Ease of Communication with KFS 98.25

b. Quality of advice/information received 96.85

c. Speed of communication 90.92

d. Speed/efficiency with which query was dealt with 70.57

e. Public Service Area Facilities(lounges, WCs) 64.22

Average 84.16

The mean score for “Overall Communication” was 84.16%. The highest score was “Ease of

Communication with KFS” 98.25% followed by “Quality of advice/information received”

96.85%, “Speed of communication” 90.92%, “Speed/efficiency with which query was dealt

with” 7057% and finally “Public Service Area Facilities (lounges, WCs)” 64.22%. Figure 3.11

below shows the summary of the scores on a graph.

0

20

40

60

80

100

Tim

ely

hand

ling

of lo

dged

com

plai

nts

Ade

quac

y of

mec

hani

sm fo

r

lodg

ing

of c

ompl

aint

s

Feed

back

on

lodg

ed

com

plai

nts

Ave

rage

94.9287.47

75.4085.93

Ind

ex

(%)

Factor

Complaint Handling

20

Figure 3.11: Overall Communication

3.4.3 Procurement Process

Table 3.12 shows the scores for the different parameters under Procurement Process.

Table 3.12: Procurement Process

No Factor Index (%)

a. Ease of access to procurement information 94.53

b. Transparency of tendering process at KFS 88.29

c. Support from user departments 79.57

d. Courtesy of procurement staff at KFS 73.10

e. Response to request for clarifications and queries during tendering 65.77

f. Fairness in evaluation and selection process 61.53

Average 77.13

Satisfaction index for Procurement Process was 77.13%. The highest score was “Ease of access

to procurement information” 94.53% followed by “Transparency of tendering process at KFS”

88.29%, “Support from user departments” 79.57%, “Courtesy of procurement staff at KFS”

73.1%, “Response to request for clarifications and queries during tendering” 65.77% and finally

“Fairness in evaluation and selection process” 61.53%. Figure 3.12 below shows the summary of

the scores on a graph.

0

20

40

60

80

100

Ease

of C

omm

unic

atio

n

with

KFS

Qua

lity

of

advi

ce/i

nfor

mat

ion

rece

ived

Spee

d of

com

mun

icat

ion

Spee

d/ef

ficie

ncy

with

whi

ch

quer

y w

as d

ealt

with

Publ

ic S

ervi

ce A

rea

Faci

litie

s(lo

unge

s, W

Cs)

Ave

rage

98.25 96.85 90.92

70.57 64.22

84.16In

de

x (%

)

Factor

Overall Communication

21

Figure 3.12: Procurement Process

3.4.4 Payment Process

Table 3.13 shows the scores for the different parameters under Payment Process.

Table 3.13: Payment Process

No Factor Index (%)

a. Timely payment of suppliers 74.48

b. Payments are made as stipulated in the contract 68.48

c. There is no inducement of KFS officers to process payment 61.46

Average 68.14

The mean score for “Payment Process” was 68.14%. The highest score was “Timely payment of

suppliers” 74.48% followed by “Payments are made as stipulated in the contract” 68.48% and

“There is no inducement of KFS officers to process payment” 61.46%. Figure 3.13 below shows

the summary of the scores on a graph.

0

20

40

60

80

100

Ease

of a

cces

s to

pro

cure

men

t

info

rmat

ion

Tran

spar

ency

of t

ende

ring

proc

ess

at K

FS

Supp

ort f

rom

use

r

depa

rtm

ents

Cou

rtes

y of

pro

cure

men

t sta

ff

at K

FS

Res

pons

e to

req

uest

for

clar

ifica

tions

and

que

ries

durin

g te

nder

ing

Fairn

ess

in e

valu

atio

n an

d

sele

ctio

n pr

oces

s

Ave

rage

94.5388.29

79.5773.10

65.77 61.53

77.13In

de

x (%

)

Factor

Procurement Process

22

Figure 3.13: Payment Process

3.5 Student Satisfaction Index

The overall Student Satisfaction Index was 66.97%. The Table below shows summary of survey

findings per survey parameters.

Table 3.14 Summary of Students Satisfaction Index

No Factor Index (%)

a. Academic Processes 76.73

b. Learning Environment 76.08

c. Cafeteria/Hostels/Security Facilities 73.82

d. Admission Process and Fees 68.30

e. Management and Leadership 59.74

f. Extracurricular Activities 58.00

g. Relationship With Staff 56.13

Average 66.97

The highest score was “Academic Processes” 76.73% followed by “Learning Environment”

76.08%, “Cafeteria/Hostels/Security Facilities” 73.82%, “Admission Process and Fees” 68.3%,

“Management and Leadership” 59.74%, “Extracurricular Activities” 58% and finally

“Relationship With Staff” 56.13%. Figure 3.14 below shows graphical representation of Students

Satisfaction Key parameters.

0

20

40

60

80

100

Tim

ely

paym

ent o

f

supp

liers

Paym

ents

are

mad

e as

stip

ulat

ed in

the

cont

ract

Ther

e is

no

indu

cem

ent o

f

KFS

offi

cers

to p

roce

ss

paym

ent

Ave

rage

74.48 68.48 61.46 68.14

Ind

ex

(%)

Factor

Payment Process

23

Figure 3.14 Student Satisfaction Indices

3.5.1 Academic Processes

Table 3.15 below shows performance of Key indicators on Academic Processes.

Table 3.15 Academic Processes

No Factor Index (%)

a. In general, the course facilitators (lecturer) at KFC display high standards of competence.

90.14

b. There are no classes clashes on the KFC timetable 86.83

c. The time allocated for each lecture session is reasonable 85.49

d. Examination-related issues are promptly addressed 85.07

e. Lectures always begin on time 81.11

f. Examinations results at KFC are processed and released on time 80.00

g. I am satisfied with the course registration process at the start of the semester

72.18

h. The student evaluation methods at KFC are objective 67.05

i. The curriculum taught at KFC is relevant 59.72

j. Lecturers are available for consultations 59.70

Average 76.73

The mean score for “Academic Process” was 76.73%. The highest score was “In general, the

course facilitators (lecturer) at KFC display high standards of competence.” 9.14% followed by

“There are no classes clashes on the KFC timetable” 86.83%, “The time allocated for each

0

20

40

60

80

100

Aca

dem

ic P

roce

sses

Lear

ning

Env

ironm

ent

Caf

eter

ia/H

oste

ls/Se

curit

y

Faci

litie

s

Adm

issio

n Pr

oces

s an

d

Fees

Man

agem

ent a

nd

Lead

ersh

ip

Extr

acur

ricul

ar A

ctiv

ities

Rel

atio

nshi

p W

ith S

taff

Ave

rage

76.73 76.08 73.82 68.3059.74 58.00 56.13

66.97In

de

x (%

)

Factor

Student Satisfaction Indices

24

lecture session is reasonable” 85.49%, “Examination-related issues are promptly addressed”

85.07%, “Lectures always begin on time” 81.11%, “Examinations results at KFC are processed

and released on time” 80%, “I am satisfied with the course registration process at the start of the

semester” 72.18%, “The student evaluation methods at KFC are objective” 67.05%, “The

curriculum taught at KFC is relevant” 59.72% and finally “Lecturers are available for

consultations” 59.7%. Figure 3.15 below shows graphical representation of Key indicators on

Academic Processes.

Figure 3.15 Academic Processes

3.5.2 Learning Environment

Table 3.16 below shows key indicators under Learning Environment.

Table 3.16: Learning Environment

No Factor Index (%)

a. The lecture theatres/rooms are clean 90.69

b. The lighting in the lecture theatres/rooms is adequate 90.68

c. I am satisfied with availability of relevant journals in the library 86.17

d. The environment at the College is conducive for learning 85.63

e. External noise does not interfere with lectures/classes 77.76

f. There is enough furniture in the lecture theatres/classes 76.77

0

20

40

60

80

100

In g

ener

al, t

he c

ours

e fa

cilit

ator

s

(lect

urer

) at K

FC d

ispla

y hi

gh …

Ther

e ar

e no

cla

sses

cla

shes

on

the

KFC

tim

etab

le

The

time

allo

cate

d fo

r ea

ch le

ctur

e

sess

ion

is r

easo

nabl

e

Exam

inat

ion-

rela

ted

issue

s ar

e

prom

ptly

add

ress

ed

Lect

ures

alw

ays

begi

n on

tim

e

Exam

inat

ions

res

ults

at K

FC a

re

proc

esse

d an

d re

leas

ed o

n tim

e

I am

sat

isfie

d w

ith th

e co

urse

regi

stra

tion

proc

ess

at th

e st

art o

f …

The

stud

ent e

valu

atio

n m

etho

ds a

t

KFC

are

obj

ectiv

e

The

curr

icul

um ta

ught

at K

FC is

rele

vant

Lect

urer

s ar

e av

aila

ble

for

cons

ulta

tions A

vera

ge

90.14 86.83 85.49 85.07 81.11 80.0072.18

67.0559.72 59.70

76.73

Ind

ex

(%)

Factor

Academic Processes

25

No Factor Index (%)

g. I am satisfied with the availability of ICT facilities at KFC 76.68

h. Laboratories are adequate 74.98

i. An audio system is of good quality 70.36

j. The level of technology used in lecturing is of high standards 69.77

k. I am satisfied with availability of relevant books in the library 64.77

l. I am satisfied with the level of access of ICT facilities by students 63.32

m. Lecturers theatres/rooms are adequate 61.45

Average 76.08

The mean score for “Learning Environment” was 76.08%. The highest score was “The lecture

theatres/rooms are clean” 90.69% followed by “The lighting in the lecture theatres/rooms is

adequate” 90.68%, “I am satisfied with availability of relevant journals in the library” 86.17%,

“The environment at the University is conducive for learning” 85.63%, “External noise does not

interfere with lectures/classes” 77.76%, “There is enough furniture in the lecture

theatres/classes” 76.77%, “I am satisfied with the availability of ICT facilities at KFC” 76.68%,

“Laboratories are adequate” 74.98%, “An audio system is of good quality” 70.36%, “The level of

technology used in lecturing is of high standards” 69.77%, “I am satisfied with availability of

relevant books in the library” 64.77%, “I am satisfied with the level of access of ICT facilities by

students” 63.32% and finally “Lecturers theatres/rooms are adequate” 61.45%. Figure 3.16

below shows the results on “Learning Environment”.

26

Figure 3.16 Learning Environment

3.5.3 Cafeteria / Hostels and Security Facilities

The results for Cafeteria/Hostel and Security Facilities were as shown in Table 3.17 below.

Table 3.17 Cafeteria/ Hostels/Security Facilities

No Factor Index (%)

a. The hostels facilities at KFC are of high standard (if applicable) 80.06

b. I am satisfied with the quality of food served at the cafeteria/dining hall(s) 79.99

c. The cost of food at the cafeteria/dining hall is reasonable 79.50

d. The cafeteria/dining hall is clean 78.88

e. The student wash rooms are clean 69.92

f. I am satisfied with the security measures within KFC 69.87

g. The students wash rooms are sufficient 69.84

h. Security staff at KFC are courteous 68.73

i. The student hostels are always clean (if applicable) 67.60

Average 73.82

0

20

40

60

80

100

The

lect

ure

thea

tres

/roo

ms

are

clea

n

The

light

ing

in th

e le

ctur

e th

eatr

es/r

oom

s

is ad

equa

te

I am

sat

isfie

d w

ith a

vaila

bilit

y of

rel

evan

t

jour

nals

in th

e lib

rary

The

envi

ronm

ent a

t the

Col

lege

is

cond

uciv

e fo

r le

arni

ng

Exte

rnal

noi

se d

oes

not i

nter

fere

with

lect

ures

/cla

sses

Ther

e is

eno

ugh

furn

iture

in th

e le

ctur

e

thea

tres

/cla

sses

I am

sat

isfie

d w

ith th

e av

aila

bilit

y of

IC

T

faci

litie

s at

KFC

Labo

rato

ries

are

ade

quat

e

An

audi

o sy

stem

is o

f goo

d qu

ality

The

leve

l of t

echn

olog

y us

ed in

lect

urin

g

is of

hig

h st

anda

rds

I am

sat

isfie

d w

ith a

vaila

bilit

y of

rel

evan

t

book

s in

the

libra

ry

I am

sat

isfie

d w

ith th

e le

vel o

f acc

ess

of

ICT

faci

litie

s by

stu

dent

s

Lect

urer

s th

eatr

es/r

oom

s ar

e ad

equa

te

Ave

rage

90

.69

90

.68

86

.17

85

.63

77

.76

76

.77

76

.68

74

.98

70

.36

69

.77

64

.77

63

.32

61

.45 7

6.0

8

Ind

ex

(%)

Factor

Learning Environment

27

The mean score “Cafeteria/ hostels/ security facilities “ was 73.82%. The highest score was

“The hostels facilities at KFC are of high standard (if applicable)” 80.06% followed by “I am

satisfied with the quality of food served at the cafeteria/dining hall(s)” 79.99%, “The cost of

food at the cafeteria/dining hall is reasonable” 79.5%, “The cafeteria/dining hall is clean”

69.92%, “I am satisfied with the security measures within KFC” 69.87%, “The students wash

rooms are sufficient” 69.84%, “Security staff at KFC are courteous” 68.73% and finally “The

student hostels are always clean (if applicable)” 67.6%. The results are shown in Figure 3.17

below.

Figure 3.17 Cafeteria /Hostels and Security facilities

3.5.4 Admission Process and Fees

Table 3.18 below shows key parameters under Admission Process.

Table 3.18 Admission Process

No Factor Index (%)

a. Fees at KFC are competitive 82.85

b. Student registration process at KFC is straight forward 70.41

c. The admission process at KFC is transparent 69.29

d. I am satisfied with the KFC fees payment processes 50.66

Average 68.30

0

20

40

60

80

100

The

host

els

faci

litie

s at

KFC

are

of

high

sta

ndar

d (if

app

licab

le)

I am

sat

isfie

d w

ith th

e qu

ality

of

food

ser

ved

at th

e …

The

cost

of f

ood

at th

e

cafe

teria

/din

ing

hall

is r

easo

nabl

e

The

cafe

teria

/din

ing

hall

is c

lean

The

stud

ent w

ash

room

s ar

e cl

ean

I am

sat

isfie

d w

ith th

e se

curit

y

mea

sure

s w

ithin

KFC

The

stud

ents

was

h ro

oms

are

suffi

cien

t

Secu

rity

staf

f at K

FC a

re

cour

teou

s

The

stud

ent h

oste

ls ar

e al

way

s

clea

n (if

app

licab

le)

Ave

rage

80.06 79.99 79.50 78.8869.92 69.87 69.84 68.73 67.60

73.82

Ind

ex

(%)

Factor

Cafeteria /Hostels and Security facilities

28

The mean score for “Admission Process” was 68.3%. The highest score was “Fees at KFC are

competitive” 82.85% followed by “Student registration process at KFC is straight forward”

70.41%, “The admission process at KFC is transparent” 69.29% and finally “I am satisfied with

the KFC fees payment processes” 50.66%. Figure 3.18 below shows graphical representation of

performance on Admission process and fees at KFC.

Figure 3.18: Admission Process

3.5.5 Management and Leadership

Table 3.19 below provides key parameters on Management and Leadership.

Table 3.19 Management and Leadership

No Factor Index (%)

a. The student leadership at KFC is effective 82.82

b. KFC top management responds promptly to important issues affecting the students.

70.99

c. I am satisfied with the students’ disciplinary process at KFC 69.36

d. I am satisfied with academic division of the College 58.58

e. KFC management supports student union activities 55.78

f. I am satisfied with KFC’s effort to support needy students 49.59

g. Administrative delays at KFC cause indiscipline among students 49.57

h. I am satisfied with KFC medical service 41.23

Average 59.74

0

20

40

60

80

100

Fees

at K

FC a

re c

ompe

titiv

e

Stud

ent r

egist

ratio

n pr

oces

s

at K

FC is

str

aigh

t for

war

d

The

adm

issio

n pr

oces

s at

KFC

is tr

ansp

aren

t

I am

sat

isfie

d w

ith th

e K

FC

fees

pay

men

t pro

cess

es

Ave

rage

82.8570.41 69.29

50.6668.30

Ind

ex

(%)

Factor

Admission Process

29

The mean score for “Management and Leadership “ was 59.74%. The highest score was “The

student leadership at KFC is effective” 82.82% followed by “KFC top management responds

promptly to important issues affecting the students” 70.99%, “I am satisfied with the students’

disciplinary process at KFC” 69.36%, “I am satisfied with academic division of the university”

58.58%, “KFC management supports student union activities” 55.78%, “I am satisfied with

KFC’s effort to support needy students” 49.59%, “Administrative delays at KFC cause

indiscipline among students” 49.57% and finally “I am satisfied with KFC medical service”

41.23%. Figure 3.19 below provides key parameters on leadership and management on students.

Figure 3.19: Management and Leadership

3.5.6 Extra Curricular Activities

Table 3.20 below shows key indicators under Extra-Curricular Activities.

Table 3.20: Extracurricular Activities

No Factor Index (%)

a. KFC’s has a satisfactory range of social amenities (e.g. football pitches) Hockey fields, etc

64.80

b. I am satisfied with KFC’s support in extra-curricular activities 59.72

c. The social amenities are well maintained 49.49

Average 58.00

0

20

40

60

80

100

The

stud

ent l

eade

rshi

p at

KFS

is ef

fect

ive

KFS

top

man

agem

ent r

espo

nds

prom

ptly

to im

port

ant i

ssue

s …

I am

sat

isfie

d w

ith th

e st

uden

ts’

disc

iplin

ary

proc

ess

at K

FS

I am

sat

isfie

d w

ith a

cade

mic

divi

sion

of th

e un

iver

sity

KFS

man

agem

ent s

uppo

rts

stud

ent u

nion

act

iviti

es

I am

sat

isfie

d w

ith K

FS’s

effo

rt

to s

uppo

rt n

eedy

stu

dent

s

Adm

inist

rativ

e de

lays

at K

FS

caus

e in

disc

iplin

e am

ong …

I am

sat

isfie

d w

ith K

FS m

edic

al

serv

ice

Ave

rage

82.8270.99 69.36

58.58 55.7849.59 49.57

41.23

59.74

Ind

ex

(%)

Factor

Management and Leadership

30

The mean score for “Extracurricular activities” was 58%. The highest score was “KFC’s has a

satisfactory range of social amenities (e.g. football pitches) Hockey fields, etc” 64.8% followed by

“I am satisfied with KFC’s support in extra-curricular activities” 59.72% and “The social

amenities are well maintained” 49.49%. Figure 3.20 below shows key indicators under

extracurricular activities.

Figure 3.20 Extracurricular Activities

3.5.7 Relationship with staff

Table 3.21 below shows the key parameters that are indicators of effective student/staff

relationship.

Table 3.21: Relationship with staff

No Factor Index (%)

a. There is an appropriate communication channel between management and

students

71.04

b. The non-teaching staff at KFC are courteous 60.28

c. KFC staff responds to administrative queries promptly 56.95

d. Student complaints are handled in a timely manner 46.77

e. Departmental staff provide sufficient information 45.61

Average 56.13

0

20

40

60

80

100

KFC

’s ha

s a

satis

fact

ory

rang

e

of s

ocia

l am

eniti

es (

e.g.

foot

ball

pitc

hes)

Hoc

key

field

s, et

c

I am

sat

isfie

d w

ith K

FC’s

supp

ort i

n ex

tra-

curr

icul

ar

activ

ities

The

soci

al a

men

ities

are

wel

l

mai

ntai

ned A

vera

ge

64.80 59.7249.49

58.00

Ind

ex

(%)

Factor

Extracurricular Activities

31

The average score for “Relationship with staff” was 56.13%. The highest score was “There is an

appropriate communication channel between management and students” 71.04% followed by

“The non-teaching staff at KFC are courteous” 60.28%, “KFC staff responds to administrative

queries promptly” 56.95%, “Student complaints are handled in a timely manner” 46.77% and

finally “Departmental staff provide sufficient information” 45.61%. Figure 3.21 below shows a

graphical representation of relationship with staff at KFC.

Figure 3.21: Relationship with Staff

0

20

40

60

80

100

Ther

e is

an

appr

opria

te

com

mun

icat

ion

chan

nel

betw

een

man

agem

ent a

nd

stud

ents

The

non-

teac

hing

sta

ff at

KFC

are

cour

teou

s

KFC

sta

ff re

spon

ds to

adm

inist

rativ

e qu

erie

s pr

ompt

ly

Stud

ent c

ompl

aint

s ar

e ha

ndle

d

in a

tim

ely

man

ner

Dep

artm

enta

l sta

ff pr

ovid

e

suffi

cien

t inf

orm

atio

n

Ave

rage

71.0460.28 56.95

46.77 45.6156.13

Ind

ex

(%)

Factor

Relationship with Staff

32

CHAPTER FOUR: CONCLUSIONS, RECOMMENDATIONS AND SUGGESTIONS

4.1 Conclusions

The most satisfied category of customers were Suppliers (78.84%) followed by General

Customers (71.72) and the Students (66.97) were the least satisfied.

KFS can improve the satisfaction level if the below outlined recommendations are implemented.

4.2 Recommendations

a. Speed of service

Speed of service is a very important issue in every organization. At KFS it seems the importance

of the speed of service has been realized by the staff members since most customers showed

satisfaction in the way the speed of service is carried out. They were generally satisfied with the

action on inquiries, customer service desk, waiting time before provision of service and the speed

on the provision of service at KFS. Port Victoria seemed to score high in the speed of service

since majority of the customers from port Victoria were happy with the speed of service at KFS.

KFS can improve on this if they build more customer care desks in all centres.

b. Courtesy of staff

Generally the customers of the KFS were satisfied with the courtesy of the staff at Kenya Forest

Service. They showed satisfaction with the way the clients were being handled, the way the

employees at KFS conducted themselves and the prudent utilization of the resources. On the

issue of corruption customers perceived that employees at KFS are zero tolerance to corruption,

some of the comments from the customers which showed there is zero tolerance to corruption

at KFS:

Long ago they used to ask for “tea” but nowadays they don’t ask- From Busia

We therefore comment the KFS staff for the courtesy they are showing towards their customers.

c. Feedback

Most customers were satisfied with the feedback they got from KFS, they agreed that there is a

timely, accurate and courteous response; some staff expressed how helpful the feedback at KFS

is to them

Helped a lot with water supply issues

33

However some customers had some dissatisfaction on the clarity of guidelines and fairness in

dealing with customers, they felt that there was no clarity on what is expected of the customers

by the staff

I am not sure if I have to replace a cut down tree since the guidelines of the KFS are not clear.

We comment KFS for the good feedback they are giving to their customers and also we would

like to recommend that they should make their guidelines clear to the customers by providing

the customers with reading manuals.

d. Quality of Services

Quality of Services at Kenya Forest Service is good according to the feedback from the

Customer. They agreed that KFS consider persons with disability, minority and marginalized

groups some of the comments which show the evidence of this include.

KFS gave youth work of planting trees and nursery preparation

Although customers perceived that KFS usually takes corrective measures, some customers feel

that there are some areas which have not been corrected although it was spoilt long time ago.

Others feel that there is no confidentiality.

We recommend KFS to be taking corrective measures promptly so as to tackle customers’

problems urgently, also there should be confidentiality so as to enable the customers have

confidence in KFS.

e. Recommendations for the Students Satisfaction (Kenya Forest Service College

Londiani)

i. Relationship with the staff

In any organization, relationship is very important since it contributes to quality work and

service. At KFC, the staff and students seem to understand this. Most students were satisfied

with the relationship that existed between them and the staff. However there are some

departments which most students showed dissatisfaction on the relationship between them.

Students complains that their compliant are not handled in a timely manner

When you raise a complain it takes long to be handled

Also students complained that there is no appropriate channel of communication between

management and the students

I even don’t know where to channel my complains to

34

We recommend KFS to try as much as possible to ensure that the students complains are

handled appropriately and in a timely manner, also the institution should set a good channel of

communication between and educate everybody on the channels to be followed.

ii. Admission process and fees

Generally students were dissatisfied with admission process and fees, according to them, the

admission process at KFC is not transparent and also the registration process is not

straightforward because of the many processes that one has to undergo. On the fee payment

issue, they complained that the fee at KFC is not competitive as it does not favor the students

from poor background

We therefore recommend KFC to try and improve the admission process by introducing online

registration system to enable students register from anywhere. On the issue of school fees, we

urge KFC to review their fees so that all the students can afford.

iii. Learning environment

The learning environment at KFC satisfies many students, students are satisfied with the

adequacy of the lecture theatres, laboratories and the furniture in the lecture rooms. Students are

also satisfied with the conducive environment at KFC and the cleanness of the lecture rooms.

However most students are dissatisfied with level of technology used in lecturing, they also claim

there are no enough revision materials like books and journals.

We comment KFC for the clean and conducive environment that they provide to their students,

however, we recommend KFC to improve on the lecturing technology and they should ensure

that there are enough revising materials.

iv. Academic process

Generally students showed some satisfaction with academic process, they agreed that there are

no class clashes on the KFC timetable, also the time allocated is reasonable according to their

response. They also showed satisfaction on the competency of the lectures. However the

examination related issues showed dissatisfaction among the students. They claim the

examination related issues are not promptly addressed hence making students miss some marks.

They don’t address exam issues promptly which affects the grading and results of the

students

I have missing marks but It seems they don’t want to address even after I have raised the

complain

35

We urge KFC to address the examination issue promptly and also ensure that there are no

missing marks.

v. Extracurricular activities

Generally the students were satisfied with the extracurricular activities at KFC but their

dissatisfaction arises from the inadequacy of social amenities and their maintenance.

The football pitch are not maintained and it looks bad

We recommend KFC to try and build more social amenities and also they should maintain the

current ones.

vi. Management and leadership

There was a lot of dissatisfaction from the management and leadership at KFC, many students

felt that KFC does not support the needy students and that the medical services are not

satisfying. They also feel that the top management does respond promptly to important issues

affecting the students. However they feel that students’ leadership is effective and that and that

they are satisfied with the academic division of the college.

Add recommendation

vii. Cafeteria/Hostels/Security Facilities

Generally the students are satisfied with the quality of food served at the cafeteria/dining hall (s),

they also claim the cost of food is reasonable and the cleanness of the dining all is satisfying, the

security measures and the courtesy of the security staff is satisfying according to the students.

However the dissatisfaction arose from hostels,

The hostels are of poor quality

The hostels are not clean as there are tall grass around the buildings

Also the washrooms are not adequate and they are not clean

We recommend KFC to ensure that they build high quality/standard hostel and maintains their

cleanness by slashing the grass to avoid diseases like malaria and typhoid. Also the number of

washrooms must be increased and their cleanliness maintained to avoid communicable diseases

like cholera.

36

APPENDIX A1: CUSTOMER SATISFACTION SURVEY (GENERAL CUSOMERS)

CUSTOMER SATISFACTION SURVEY QUESTIONNAIRE NO._______________________

Introduction

Kenya Forest Service (KFS) has contracted Envag Associates Ltd to carry out Customers Satisfaction Survey. This will

enable KFS to identify areas, which should be improved with an aim of improving service delivery to customers. As a valued

supplier of KFS, we are kindly requesting you to fill in all sections of this questionnaire and return it to Envag Associates Officer

who will also be available for any assistance. All questions should have only one answer. Do not indicate your name anywhere

in this questionnaire.

We also want to confirm that all data collected by the consultant shall be treated confidentially and for research purpose only.

We shall highly appreciate your co-operation in this exercise.

SECTION A. BASIC INFORMATION OF RESPONDENT

1. Location (County/Country) _____________________________________________________

2. Kindly indicate the category in which you belong as KFS customer

a. Ministries & Departments [ ] b. Private Sector [ ] c. Development Partners [ ] d. Manufacturers/Factories [ ] e. Bee Keeper/Farmer/Wood Carver/Saw Miller [ ] f. Community Forestry Association [ ] g. Eco Tourism Player [ ] h. Group Nursery Owner [ ] i. Non-state actors (NGOs, CBOs etc) [ ] m. Others (Specify) ____________________________________________________

3. Specify Office/Organization/Group (Name)__________________________________

4. Position of respondent in the organization____________________________________(Optional)

5. For how long have you worked with this organization?

a) Less than 1 year [ ]

b) 1-5 years [ ]

c) 6-10 years [ ]

d) 11-15 years [ ]

e) 16-20 years [ ]

f) Over 20 years [ ]

37

6 Have you ever interacted with KFS?

a. Yes [ ]

b. No [ ]

7. If yes in question 6 above what was the means of interaction?

a. Office Visit [ ]

b. Letter [ ]

c. Email [ ]

d. Website [ ]

e. Telephone [ ]

f. Social Media [ ]

g. Others (Specify) _________________________

8. Which office/Division did you interact with at KFS?

__________________________________________________________________________________________

9. What was the purpose of your visit/interaction to/with KFS office?

a. Official [ ]

b. Personal [ ]

c. Other (Specify)

___________________________________________________________________________________________________

___________________________________________________________________________________________________

___________________________________________________________________________________________________

___________________________________________________________________________________________________

___________________________________________________________________________________________________

38

SECTION B. CUSTOMER SATISFACTION

On a scale of 1- 5 where 1 is Very Dissatisfied, 2 is Dissatisfied 3 is Somewhat Satisfied, 4 is Satisfied and 5 is Very Satisfied, You are requested to rate the most important factor,

out of the choices below and others that you may want to add, that you strongly feel influences your level of customer satisfaction. Please place an X in the box for that most

important factor.

No. FACTORS

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r D

issa

tisf

ied

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks

5 4 3 2 1

10 SPEED OF SERVICE

a. Action on inquiries/ letters / telephone/ E-mail

b. Customers service desk

c. Waiting time before Service provision at KFS

d. Speed of Service provision at KFS

11 COURTESY OF STAFF 5 4 3 2 1

a. Handling clients with dignity, courtesy and respect

b. KFS employees conduct themselves with utmost integrity

c. Upholding zero-tolerance to corruption by not expecting, accepting or receiving inducement to offer services

d. Setting clear minimum standards of service to the satisfaction of all clients

e. Prudent utilization of resources

12 FEEDBACK 5 4 3 2 1

a. Courteous, timely and accurate response to all requests

b. Reasonable explanation given to any delay in service provision

c. Clarity of guidelines and fairness in dealing with customers

13 QUALITY OF SERVICES 5 4 3 2 1

a. The organisation is committed to innovation, creativity and visionary planning

b. Taking prompt corrective measures on errors and deficiencies that occur

39

No. FACTORS

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r D

issa

tisf

ied

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks

5 4 3 2 1

c. Handling stakeholders issues with the urgency and confidentiality required

d. Accomplishment of transaction or purpose of visit to KFS

14. COMPLAINT HANDLING 5 4 3 2 1

a. KFS has effective channels for handling customer complaints

b. Complaints lodged with KFS are dealt with in timely manner and objectively

c. KFS provides adequate feedback on complaints lodged

c. Listening and communicating effectively with all stakeholders

d. KFS management is focused towards producing tangible results

15 SERVICE CHARTER 5 4 3 2 1

a. The extent to which KFS service charter is applicable to you as a customer

b. The extent to which you are able to access all the information you need from KFS

c. Confidentiality in handling client information

d. Provision of prompt and accurate information on all requests

40

SECTION C: SERVICE DELIVERY

Please indicate the extent to which you are satisfied with the following statements about Kenya Forest Service (KFS) on a five point Likert scale (1-5).

No. Statement

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r

Dis

sati

sfie

d

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks

16 ACCESS TO INFORMATION

16a. Customer Information Desk 5 4 3 2 1

a. A well designed client information desk

b. Openness by KFS staff when serving their customers

c. Understanding customers’ needs by KFS staff

d. Efficient Customer Care at KFS

e. Frequent updates on KFS events/ activities

16b. Open Day Participation 5 4 3 2 1

a. KFS frequently holds open day shows

b. It is easier to get information about KFS from any major town in the country

c. Participation of KFS at Agricultural Shows

16c. KFS Website 5 4 3 2 1

a. A well designed and accessible website

b. Easy access KFS website from phones

c. KFS website is always updated

d. KFS website contains every information that I need about KFS

e. Accessibility and reliability of stakeholder web portal

16d. Online Application System 5 4 3 2 1

a. Access to KFS application forms from the Internet

b. Availability of a web-based job application portal

c. Efficiency of KFS online application even when there is high demand

d. KFS has a web-based online tendering

17 ACCESS TO EFFICIENT AND QUALITY OF SERVICE

17a Cross cutting Issues 5 4 3 2 1

a. Action on inquiries/ letters / telephone/ E-mail at KFS is prompt

b. Waiting time before service provision at KFS is adequate

c. Quick on service delivery by KFS staff

41


No. Statement

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r

Dis

sati

sfie

d

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks

d. Cost of tenders are affordable

17b Disability Friendliness 5 4 3 2 1

a. Easily access of facilities and services by people with disability

b. Assistance provided by KFS staff to people with disability

c. KFS consider persons with disability, minority and marginalize groups

d. Availability of customer care desk for persons with disability

17c Payment Tracking System 5 4 3 2 1

a. Availability of pilot SMS messing payment tracking system at KFS

b. KFS payment process is done online

c. KFS client Payment Portal is user friendly

17d Focus and Continues Improvement 5 4 3 2 1

a. KFS is continuously embracing modern technology

b. Quality is a top priority with KFS

c. Facilities / equipment in KFS are modern

42

18. How did you get to know Kenya Forest Service?

Word of Mouth 1 Newspaper 6

In my line of duty 2 Radio 7

Website 3 Television 8

Social Media 4 Posters/Bill Boards 9

Telephone Directory 5 Other Advertisement 10

Other specify 11

19. Preferred Communication Mode

a. By phone [ ]

b. In person [ ]

c. In writing [ ]

d. Via e-mail [ ]

e. Via website [ ]

F. Via Social media [ ]

SECTION D: COMMENTS

20. What are your recommendations to improve service/ product delivery to KFS customers

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________

43

APPENDIX A2: CUSTOMER SATISFACTION SURVEY (SUPPLIERS)

CUSTOMER SATISFACTION QUESTIONNAIRE No. _____________

Introduction Kenya Forest Service (KFS) has contracted Envag Associates Ltd to carry out Customers (Suppliers) Satisfaction Survey. This will enable KFS to identify areas, which should be improved with an aim of improving service delivery to customers. As a valued supplier of KFS, we are kindly requesting you to fill in all sections of this questionnaire and return it to Envag Associates Officer who will also be available for any assistance. All questions should have only one answer. Do not indicate your name anywhere in this questionnaire. We also want to confirm that all data collected by the consultant shall be treated confidentially and for research purpose only. We shall highly appreciate your co-operation in this exercise. SECTION A: PERSONAL INFORMATION 1. Sex

a. Female [ ] b. Male [ ]

2. Age bracket of the supplier (Please tick appropriately below)

a. 18 -35 years [ ] b. 36 and above years [ ]

3. Is the supplier registered to benefit from Youth, Women and PWDs Access to Government Procurement Opportunities?

a. Yes [ ] b. No [ ]

4a. Have you ever done any job with KFS in the last one year? a. Yes [ ] b. No. [ ] 4b. When was the last job you did with KFS? a. Last one month [ ]

b. Between 2 to 6 months [ ] c. 6 months to one year [ ]

d. 1 to 2 years [ ] e. Over 2 years ago [ ] 4c. How many jobs have you done?_______________________________________

44

SECTION B: CUSTOMER SATISFACTION


No. Statement

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r

Dis

sati

sfie

d

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks

5 OVERALL COMMUNICATION 5 4 3 2 1

a. Ease of Communication with KFS

b. Speed of communication

c. Quality of advice/information received

d. Public Service Area Facilities(lounges, WCs)

e. Speed/efficiency with which query was dealt with

6 PROCUREMENT PROCESS 5 4 3 2 1

a. Courtesy of procurement staff at KFS

b. Ease of access to procurement information

c. Transparency of tendering process at KFS

d. Support from user departments

e. Response to request for clarifications and queries during tendering

f. Fairness in evaluation and selection process

7 PAYMENT PROCESS 5 4 3 2 1

a. Payments are made as stipulated in the contract

b. Timely payment of suppliers

c. There is no inducement of KFS officers to process payment

8. COMPLAINT HANDLING 5 4 3 2 1

a. Adequacy of mechanism for lodging of complaints

b. Timely handling of lodged complaints

c. Feedback on lodged complaints

45

9. Preferred Communication Mode a. By phone [ ] b. In person [ ] c. In writing [ ] d. Via e-mail [ ] e. Via website [ ] d. Via Social media [ ]

SECTION C: SERVICE DELIVERY


No. Statement

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

isfi

ed

no

r

Dis

sati

sfie

d

Dis

sati

sfie

d

Str

on

gly

Dis

sati

sfie

d

Any other remarks




b. Openness by KFS staff when services their customers


d. I was/am treated professionally at KFS

e. Efficient Customer Care at KFS

f. Frequent updates on KFS events/ activities



b. Accessibility of KFS services from the

c. It is easier to get information about KFS from any major town in the country

d. Easy access of information about services offered by KFS from Huduma Centres





d. KFS website contains every information that I need about KFS

46


No. Statement

Str

on

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Sat

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ed

Sat

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ed

Nei

ther

Sat

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no

r

Dis

sati

sfie

d

Dis

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d

Str

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gly

Dis

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d

Any other remarks


a. Access to KFS application forms from the Internet

b. Availability of a web-based job application portal

c. Efficiency of KFS online application even when there is high demand

d. KFS has a web-based online tendering


11a Cross cutting Issues 5 4 3 2 1


b. Timely payment of suppliers

c. Waiting time before service provision at KFS is adequate

d. Quick on service delivery by KFS staff

e. Cost of tenders are affordable

11b Disability Friendliness 5 4 3 2 1





11c Payment Tracking System 5 4 3 2 1

a. Availability of pilot SMS messing payment tracking system at KFS

b. KFS payment process is done online

c. KFS client Payment Portal is user friendly

11d Focus and Continues Improvement 5 4 3 2 1

47


No. Statement

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Sat

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Sat

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Sat

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no

r

Dis

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d

Dis

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d

Str

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Dis

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d

Any other remarks

a. KFS is continuously embracing modern technology

b. Quality is a top priority with KFS

c. Facilities / equipment in KFS are modern

12. How did you get to know Kenya Forest Service

Word of Mouth 1 Newspaper 6

In my line of duty 2 Radio 7

Website 3 Television 8

Social Media 4 Posters/Bill Boards 9

Telephone Directory 5 Other Advertisement 10

Other specify

13. In what areas is KFS doing well? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

14. Provide suggestions that can improve service delivery to suppliers of KFS. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

48

APPENDIX A3: CUSTOMER SATISFACTION SURVEY (STUDENTS)

CUSTOMER (STUDENT) SATISFACTION QUESTIONNAIRE NO._______ Introduction Kenya Forest Service (KFS) has contracted Envag Associates (K) Limited to carry out Customer- Students Satisfaction Survey. The purpose of this survey is to establish Student satisfaction level and identify ways of improving service delivery. We are therefore requesting you to fill all sections of this questionnaire and return it to Envag Officer who will be available for your necessary assistance. All questions should have only one answer. Do not indicate your name. Your response will be treated confidentially. 1. Sex

a. Female [ ] b. Male [ ]

2. Age (Please tick appropriately below)

a. 18 -24 years [ ] b. 25 -34 years [ ]

3. Marital Status

a. Single [ ] b. Married [ ] c. Other [...]

Specify________________________________

6. To what extent have things changed since you were admitted at KFS?

a) Better [ ] b) Slightly better [ ] c) Not changed [ ] d) Slightly worse [ ] e) Very worse [ ]

8 Kindly indicate if you have any physical disability (tick appropriately)

a. Yes [ ] b. No [ ]

9. Provide any suggestions that can help KFS improve on its service delivery to student community. ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

49

S/N Statement

Remarks

Please indicate the extent to which you agree with the following statements about KFS, on a five point Likert scale (1-5).

Str

on

gly

Sat

isfi

ed

Sat

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ed

Do

n’t

Kn

ow

Dis

sati

sfie

d

Str

on

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Dis

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d

10. RELATIONSHIP WITH STAFF 5 4 3 2 1

a. The non-teaching staff at KFS are courteous

b. Departmental staff provide sufficient information

c. Student complaints are handled in a timely manner

d. KFS staff responds to administrative queries promptly

e. There is an appropriate communication channel between management and students

11. ADMISSION PROCESS AND FEES 5 4 3 2 1

a. The admission process at KFS is transparent

b. Student registration process at KFS is straight forward

c. I am satisfied with the KFS fees payment processes

d. Fees at KFS are competitive

12. LEARNING ENVIRONMENT 5 4 3 2 1

a. Lecturers theatres/rooms are adequate

b. Laboratories are adequate

c. The environment at the College is conducive for learning

d. There is enough furniture in the lecture theatres/classes

e. The lecture theatres/rooms are clean

f. External noise does not interfere with lectures/classes

g. The lighting in the lecture theatres/rooms is adequate

h. The level of technology used in lecturing is of high standards

i. An audio system is of good quality

j. I am satisfied with availability of relevant books in the library

50

S/N Statement

Remarks


Str

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Sat

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Sat

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Do

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Dis

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d

Str

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d

k. I am satisfied with availability of relevant journals in the library

l. I am satisfied with the availability of ICT facilities at KFS

m. I am satisfied with the level of access of ICT facilities by students

13. ACADEMIC PROCESSES 5 4 3 2 1

a. There are no classes clashes on the KFS timetable

b. The time allocated for each lecture session is reasonable

c. In general, the course facilitators (lecturer) at KFS display high standards of competence.

d. Examination-related issues are promptly addressed

e. Lectures always begin on time

f. I am satisfied with the course registration process at the start of the semester

g. The curriculum taught at KFS is relevant

h. The student evaluation methods at KFS are objective

i. Examinations results at KFS are processed and released on time

j. Lecturers are available for consultations

14. EXTRACURRICULAR ACTIVITIES 5 4 3 2 1

a. I am satisfied with KFS’s support in extra-curricular activities

b. KFS’s has a satisfactory range of social amenities (e.g. football pitches) Hockey fields, etc

c. The social amenities are well maintained

15. MANAGEMENT AND LEADERSHIP 5 4 3 2 1

a. I am satisfied with KFS’s effort to support needy

51

S/N Statement

Remarks


Str

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Sat

isfi

ed

Sat

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ed

Do

n’t

Kn

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Dis

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d

Str

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Dis

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d

students

b. I am satisfied with KFS medical service

c. KFS top management responds promptly to important issues affecting the students.

d. KFS management supports student union activities

e. The student leadership at KFS is effective

f. I am satisfied with the students’ disciplinary process at KFS

g. Administrative delays at KFS cause indiscipline among students

h. I am satisfied with academic division of the College

16. CAFETERIA/HOSTELS/SECURITY FACILITIES

5 4 3 2 1

a. I am satisfied with the quality of food served at the cafeteria/dining hall(s)

b. The cost of food at the cafeteria/dining hall is reasonable

c. The cafeteria/dining hall is clean

d. The hostels facilities at KFS are of high standard (if applicable)

e. The student hostels are always clean (if applicable)

f. The student wash rooms are clean

g. The students wash rooms are sufficient

h. I am satisfied with the security measures within KFS

i. Security staff at KFS are courteous

52

SECTION B: SERVICE DELIVERY

Please indicate the extent to which you are satisfied with the following statements about the Kenya Forest Service (KFS) on a five point Likert scale (1-5).

No. Statement

Str

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gly

Sat

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ed

Sat

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Nei

ther

Sat

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no

r

Dis

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d

Dis

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d

Str

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d




b. Openness by KFS staff when services their customers


d. I was/am treated professionally at the College

e. Efficient Customer Care at the College

f. Frequent updates on the College events/ activities



b. KFS always participate in University exhibitions

c. It is easier to get information about KFS from any major town in the country

d. Easy access of information about services offered by KFS





d. KFS website contains every information that I need about the College

e. Accessibility and reliability of student web portal


a. A well design online application system

b. Access to KFS application forms from the Internet

c. Availability of a web-based job application portal

d. Update of KFS online application system

e. Efficiency of KFS online application even when there is high demand


18a Speed of Service 5 4 3 2 1


b. Timely release of transcripts

c. Waiting time before Service provision at KFS is adequate

d. Quick on service delivery by KFS staff

18b. Quality of Service 5 4 3 2 1

a. Appropriate learning and teaching methods at KFS

b. Consideration of student/client with special needs by lecturers and other staff

c. Adequate coverage of the syllabus

d. Adequate and availability of library information resources and services for learning and research

e. Use of modern tools/ equipments

f. Constant improvement in deliverables

18c. Cost of Service 5 4 3 2 1

a. Affordable services offered by KFS

b. Costs of service at KFS are commensurate to the services

c. Update of the cost of service at KFS

18d. Accessibility 5 4 3 2 1

a. Availability of call centre at KFS

b. Access to online learning resources from KFS

c. Provision of information to member of public by KFS

18e. Disability Friendliness 5 4 3 2 1



53

Please indicate the extent to which you are satisfied with the following statements about the Kenya Forest Service (KFS) on a five point Likert scale (1-5).

No. Statement

Str

on

gly

Sat

isfi

ed

Sat

isfi

ed

Nei

ther

Sat

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no

r

Dis

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d

Dis

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d

Str

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Dis

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d



18f Courtesy of Staff 5 4 3 2 1

A. Handling clients with dignity, courtesy and respect

KFS employees conduct themselves with utmost integrity

Upholding zero-tolerance to corruption by not expecting, accepting or receiving inducement to offer services

Setting clear minimum standards of service to the satisfaction of all clients

Prudent utilization of resources

THANK YOU FOR TAKING TIME TO FILL IN THIS QUESTIONNAIRE

FOR OFFICIAL USE ONLY

Name of Enumerator ________________________ Date of data collection ________________

customer satisfaction survey - kenya forest service · 2017-11-12 · iii list of figures figure...

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