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. Communication Quality
Q2. Understating your query
Q3. Qualified and knowledgeable to answer your query
Q4. Clarity of information you get
Q5. Accuracy and reliability of the information
Q6. Politeness and friendliness while handling your query
Q7. Helpfulness regarding your query
Q8. Responsiveness regarding your query
Q9. Swiftness in handling your query
Q10. Instilling confidence in customers
Q11. Making you feel safe in your transaction
Q12. The process to purchase your ticket by providing your credit card through the phone
Q13. The time it takes to talk to an agent
Q14. Accessibility of the line
Q15. 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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