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Customer Service Household Survey in gear

Survey kick-off: Part of the reenumerators that will have the task of collecting data across the country.

Last week marked the beginning of the Second Customer Service Household Survey to be conducted in Namibia. Business Intelligence Africa (BIA), a Namibian Research Company has again been contracted by the Polytechnic of Namibia’s Harold Pupkewitz Graduate School of Business (HP-GSB) to carry out the fieldwork of the National Customer Service Household Survey.

Approximately 1500 households nationwide will be targeted and their occupants interviewed on their experience of customer service in fifteen key industries that have a major impact on our daily lives, namely: supermarkets, banks, health services, municipal services, energy, telecommunications, Home Affairs, Inland Revenue, insurance services, postal services, education services, vehicle retail services, Fast Food outlets, restaurant chains and leisure resorts.
Within the next two months BIA will target households in all regions throughout the country with their team of approximately 30 data collectors. They will have a structured questionnaire with easy to answer questions. The interviews will be done anonymously and results will be reported only in group format without identifying any names or addresses of the interviewees.
“Last year when we did the survey, we visited 1500 households throughout the country and these interviews resulted in around 7200 service incidents and a wide range of businesses having been rated. We were overwhelmed by the good response of the Namibian population and hope, that we will again get the warm welcome during the 2015 survey,” said Karen Fietz of BIA.
The survey aims to promote customer service awareness and initiate a customer service movement for service excellence in the country and Africa. Following on from the successful launch of Namibia Customer Service Awards and Conference last year, the Harold Pupkewitz Graduate School of Business with Conference Link will be hosting the second CSM Africa Awards and Conference here again in Namibia this year.
The results of the survey will be announced in the first Namibian Customer Service Awards & Conference being held 14-16 September at Namibia Institute of Public Administration and Management (NIPAM) where the best performing companies or organisations will receive the Customer Service Excellence Awards within the different categories.
Professor Grafton Whyte, Director of The Harold Pupkewitz Graduate School of Business said, “We are hoping that Namibian consumers will actively participate in the survey as they did last year. Our aim remains establishing Namibia as the African research centre of excellent customer service in the region. This year’s Conference and awards theme is “Expecting better: Delivering more.” Using this theme we want to facilitate bridging of the gap between suppliers and customer by encouraging motivated suppliers and informed customers.”

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