Suggestion Form

GARISSA WATER & SEWERAGE COMPANY
GAWASCO/CD/CF/1/2014
THANK YOU FOR VISITING GARISSA WATER & SEWERAGE COMPANY
.
Name: ----------------------------------------------
Phone number……………………
Water account number………………….…Estate/Area………………………………
We at Garissa Water Company are committed to giving our esteemed customers the best possible service. We would like
to get your views, complaints, compliments and suggestions concerning the products and services offered in our
Company. In view of this we request you to kindly fill this questionnaire as a way of feeding back and enabling us
identify areas of improvements as we strive to meet and exceed your expectations.
1.
What issue has made you visit the Nairobi water company offices today?
IV.
General enquiries
To collect bill.
To make payments
To apply for connection
To update my address
I.
11
Billing
Meter reading
I.
II.
III.
Tick where
appropriate
To make a complaint on:
Issue
111.
1V
V
VI
VII
VIII
1X
Disconnection /reconnection
Receipting
Sewer blockage
Water leak
Supply fail
Water quality
Others please specify…………………………………………………………………………...
2.
How long did it take our customer care staff/cashiers to serve you?
I.
II.
III.
IV.
Time taken
1-3 minutes
4-10 minutes
11-19 minutes
Over 20 minutes
Was this time acceptable to you?
YES
Tick where appropriate
NO
3. Are you lodging the complaint for the first time? (Tick appropriate)
YES
NO
4. If NO was the first one appropriately resolved?
YES
NO
Customer feed back
Tick where
appropriate
5.
If NO how long has it been pending?
I.
II.
III.
IV.
V.
6.
Time taken
1-3 months
4-6 months
7-12 months
Over 1 year
Still pending
Tick where appropriate
Do you get water during your scheduled supply hours as per the current rationing program?
I.
II.
III.
IV.
Rating
Yes
Yes but with low pressure
Sometimes
No
7. Do you have water storage tank?
YES
Tick where appropriate
NO
If yes, what is the capacity? …………………...
8. How would you rate the knowledge of our staff in resolving your issues?
1)
2)
3)
4)
Rating
Very Knowledgeable
Knowledgeable
unknowledgeable
Very unknowledgeable
Tick where appropriate
9 .How would you rate the services you get from NWC field staffs?
1)
2)
3)
4)
Area of service
Meter reading
Disconnection
Meter connectors
Operations and maintenance
Good/Poor
10. Overall how would you rate NWC services?
1)
2)
3)
4)
5)
Rating
Very good
Good
Average
poor
Very poor
Tick where appropriate
Thank you for your time and cooperation!
[email protected]
Customer feedback
2