Ethiopian Customer Survey Questionnaire
Service Improvement Survey on Call Center

Dear Respondent,
We would like, in advance, to express our sincere appreciation for your co-operation in completing the below questionnaire. Please be confident as the data you provide us will be handled confidentially and used for the intended purpose only.
Please put “√” mark in the boxes for your replies.

How do you rate agents’ performance on the following points?

Q1. How do you rate understanding and helpfulness of the agent?
Q2. Clarity, accuracy and reliability of the information provided
Q3. Was your issue resolved to your satisfaction level?
Q4. The accessibility of the line and the time takes to talk to an agent
Q5. How would you rate our service in general?
Q16. Would you like to leave any comments or suggestions regarding our products and services?

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