THE second customer service household survey to be conducted in Namibia has begun.
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 1 500 households nationwide will be targeted and 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 post office services, education services, vehicle retail services, fast food outlets, restaurant chains and leisure resorts.
Within the next two months, BIA will conduct the survey supported by 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 1 500 households throughout the country and these interviews resulted in around 7 200 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. The results of the survey will be announced in September.
Grafton Whyte, director of The Harold Pupkewitz Graduate School of Business said he is hoping that Namibian consumers will actively participate in the survey as they did last year.
