Customer Satisfaction & Customer Experience Survey -Kutsaga
Objective
To conduct a comprehensive
Customer Satisfaction Survey for KUTSAGA Research to measure customer experience, satisfaction and loyalty across its diverse client base. The study evaluated convenience and accessibility, customer care, service delivery processes, pricing, products and services, while also measuring the
Customer Satisfaction Index (CSI) and
Net Promoter Score (NPS).
Key Research & Consultancy Skills Demonstrated
- Customer satisfaction and customer experience research
- Questionnaire design and quantitative research
- Probability proportional to size and random sampling
- Digital and telephone data collection
- Customer Satisfaction Index (CSI) measurement
- Net Promoter Score (NPS) analysis
- Customer segmentation
- Brand perception and Top-of-Mind Association analysis
- Product and service awareness analysis
- Customer loyalty assessment
- Qualitative thematic analysis of open-ended feedback
- Statistical analysis and interpretation
- Strategic recommendations and executive reporting
The research targeted
400 clients, with
361 valid responses, achieving a
90.25% response rate. Data collection combined Google Forms and telephone interviews, with data captured using ODK/KoBoCollect. The study covered KUTSAGA clients across Zimbabwe.
Expected Outcome
A comprehensive evidence-based assessment of customer experience and service performance, identifying organisational strengths, customer pain points and priority areas for improvement.
The study established a
high CSI, indicating high customer satisfaction, and an
NPS demonstrating very strong customer loyalty and willingness to recommend KUTSAGA.
The research also identified staff performance as a major strength.
At the same time, the research pinpointed opportunities for improvement, particularly
online resources and self-service functionality, availability of service information, turnaround times and administrative efficiency.
Value Statement
The assignment transformed customer feedback from across Zimbabwe into
actionable customer-experience intelligence. Beyond measuring satisfaction, the research provided management with clear evidence on customer loyalty, brand perceptions, product and service awareness, service performance and emerging customer expectations.
The resulting recommendations provided a practical roadmap for strengthening
digital service delivery, field-based customer engagement, operational efficiency, product availability and customer communication, while protecting the organisation's existing strengths in staff competence, service quality and institutional trust.
