Contributor/Claimants Questionnaire

SERIAL NO
D D M M Y Y Y Y
Date of interview...................................... /......... /.....................
Introduction
National Social Security Fund (NSSF) has requested ASSOCIATE CONSULTING AFRICA LTD to carry out a Customer
Satisfaction Survey. The management will use the results of this study to effect changes that will help NSSF play her significant role
in attaining her vision. Please note that your views in form of responses to these questions will be treated confidentially and will go a
long way in assisting NSSF realize her vision “To provide social security to members through enhanced coverage, efficient
registration and collections, prudent fund management, competitive benefits and exemplary governance.”
Name of the interviewer: …………………………………………

SECTION A: GENERAL DETAILS

P1. Gender (Observe) P2: Age in Years
Male Female 18 – 24 25 – 34 35 – 44 45 - 54 55+ (and over)
P3. Occupation: P4. Relationship to contributor/claimant:
Employed Self Employed Claimant Self Family Member Friend

P5. Region (Customer location):

Nairobi Rift Valley Central/Eastern Nyanza/Western Coast/North Eastern
P6. Station (NSSF Branch/Sub Branch – Observe and record):
Q1: SECTION B: AWARENESS
Q1a. Which were your sources of awareness about National Social Security Fund? (Do not read out, multiple mentions)

Radio TV Newspaper Friends/relatives/colleagues Publicity boards

employer Visiting their premises Other (Specify)_____________________

Q2a. Which NSSF’s benefits are you aware of? (Tick all that apply)
Age/Retirement Benefit Survival Benefit Invalidity Benefit Funeral Grant Emigration Benefit

Withdrawal Benefit
Q2b. Which were your sources of awareness about NSSF benefits/products? (Do not read out, multiple mentions)

Radio TV Newspaper Friends/relatives/colleagues Publicity boards

employer Visiting their premises/ NSSF staff Other (Specify)_____________________

Q3. MISSION AND CORE VALUES
Q3a: How satisfied are you with the following items on MISSION as implemented
5 4or practiced3by NSSF staff?
2 1 11
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable

a) Distribution of NSSF offices in the country…………………………………… 5 4 3 2 1 11

b) The registration process………………………………………………………. 5 4 3 2 1 11
c) The modes of contribution to NSSF …………………………………………. 5 4 3 2 1 11
d) The affordability of contribution to NSSF (within your budget) …………………….
5 4 3 2 1 11
e) The contributions I make shall enable sufficient income in the end………………
5 4 3 2 1 11
f) The safety of contributions made to NSSF………………………………………5 4 3 2 1 11
g) The investments made by NSSF using our contributions…………………………
5 4 3 2 1 11
h) NSSF’s benefits compared to competitors’ benefits ……………………………….
5 4 3 2 1 11
i) The decisions and rules exercised by NSSF staff……………………………. 5 4 3 2 1 11

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 Contributor/Claimants Questionnaire
Q3b: To what extent do you agree with the following items on Core Values as implemented or practiced by NSSF staff?
Don't
Strongly Agree Neither agree Disagree Strongly Know/Not
Agree nor disagree Disagree Applicable

a) NSSF does not tolerate corrupt activities……………………………………….. 4 3 1 11

5 2
b) NSSF staff come up with new or better ways of delivering service…………….
c) NSSF staff act responsibly and openly in their day to-day work……………………
d) NSSF staff work together when necessary to meet my needs……………….

Q4a Have you ever visited or Interacted with NSSF officers in any means including internet?
Yes.................... > Continue No....................... >GO TO Q5h
b. When did you last interact with NSSF

Last One month Between 2 to 6 months 6 months to one Year 1 to 2 years over two years ago
c. What was the Nature of the Most Recent Contact

…Enquiring about a particular service …Seeking general information …Seeking a Claim

…Making payment …Lodging a complaint …Attended a forum
…Querying the meaning/accuracy in documentation received
………Other (please specify) _______________________________________
Q4d: Thinking about this most recent contact, how did you interact with the relevant Department/office?
By Phone In Person In Writing via e-mail Via Website Via Social Media (Facebook/Twitter)

5a): Satisfaction with Service by Phone

Q: Thinking of the most recent contact you had by Phone, please tell me how satisfied or dissatisfied you were with the following?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable
Courtesy of staff…………………………………………………………………… 5 4 3 2 1 11
Helpfulness of staff……………………………………………………………….. 5 4 3 2 1 11
Knowledge of staff………………………………………………………………. 5 4 3 2 1 11
Quality of advice / information received…………………………………………. 5 4 3 2 1 11
Ease of finding telephone number………………………………………………. 5 4 3 2 1 11
Speed /efficiency with which query dealt with………………………………….
5 4 3 2 1 11
Speed with which phone answered…………………………………………….. 5 4 3 2 1 11
5
Time taken to answer calls (3rd ring)………………………………………………………. 4 3 2 1 11
5b): Satisfaction with Service in Person
Q: Thinking of the most recent contact you had in person, please tell me how satisfied or dissatisfied you were with the following? Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable
Courtesy of staff………………………………………………………………..
5 4 3 2 1 11
Helpfulness of staff……………………………………………………………. 5 4 3 1 11
2
Quality of advice/information received……………………………………………. 5 4 3 2 1 11
Distance to the nearest Office ……………………………………………………... 5 4 3 2 1 11
Availability of special washrooms for persons with disability? ………...................
5 4 3 2 1 11
Help received in filling out forms……………………………………………….. 5 4 3 2 1 11
Clarity of information requested………………………………………………. 5 4 3 2 1 11
Access to NSSF offices to Persons Living with Disability……………………..
5 4 3 2 1 11
Time taken to be attended to by NSSF staff……………………………...….
5 4 3 2 1 11

5c): Satisfaction with Service in (Letter) Writing

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 Contributor/Claimants Questionnaire
Q: Thinking of the most recent contact you had in writing, please tell me how satisfied or dissatisfied you were with the following?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable

Ease of finding correct Address/contact person……………………………….. 5 4 3 2 1 11

Clarity of language used in written communication…………………………
Quality of advice/information received……………………………………...
Time taken by NSSF staff to respond to letters (5 days) …………………………

5d): Satisfaction with Service through E-Mail

Q: Thinking of the most recent contact you had through e-mail, please tell me how satisfied or dissatisfied you were with the following?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable

Clarity of language used in e-mail………………………………………………... 5 4 3 2 1 11

Speed/efficiency of response to query………………………………………….. 5 4 3 2 1 11
Quality of advice/information received……………………………………….. 5 4 3 2 1 11
Ease of finding the correct E-mail or content ………………………………… 5 4 3 2 1 11
5e) Satisfaction with Service via NSSF website
Qi. What information do you normally seek in the NSSF website?
Q: Thinking of the most recent contact you had via Internet, please tell me how satisfied or dissatisfied you were with the following?
Don't
Very Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied
Satisfied Applicable

Presentation of the website……………………………………..…………………. 5 4 3 2 1 11

The accuracy of the information obtained from the website ……………............ 5 4 3 2 1 11
Reliability of the information obtained from the website ………………………… 5 4 3 2 1 11
Relevance of information in the website………………….………………………. 5 4 3 2 1 11
Ease of downloading material……………………………………………………. 5 4 3 2 1 11
5f) Satisfaction with service via Social media (Facebook/Twitter)
Q: Thinking of the most recent contact you had via Internet, please tell me how satisfied or dissatisfied you were with the following?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable

Availability of essential updates on time…………………………………….. 5 4 3 2 1 11

Quality of responses on questions/complaints raised……………………… 5 4 3 2 1 11

Speed of response to questions/complaints asked………………………… 5 4 3 2 1 11
Creation of awareness about NSSF benefits/developments….….….….…. 5 4 3 2 1 11
Frequency of sharing information…………………………………………….. 5 4 3 2 1 11
5g): Preferred communication mode
Q: Thinking of future dealing/interaction you may have with NSSF, please tell me how convenient or inconvenient each of the following methods of
communication would be for you if you were contacting NSSF? Don't
Very Convenient Neutral Inconvenient Very
Inconvenient
Know/Not
Convenient
Applicable
1.By Telephone…………………………………………………………………
5 4 3 2 1 11
2. In Writing……………………………………………………………………… 5 4 3 1 11
2
3. By E-mail………………………………………………………………………. 5 4 3 2 1 11
4. Via Website……………………………………………………….................... 5 4 3 2 1 11
5. Via Social media (FB, twitter, etc.) ………………………………………….. 5 4 3 2 1 11
6. Visiting Office in person …………………………………………………….. 5 4 3 2 1 11

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 Contributor/Claimants Questionnaire
5h): Familiarity
Q: Taking into account your own experiences as well as any impressions you may have come across from any source, how familiar or unfamiliar do
you feel you are with the workings of NSSF as they affect you?
Very Either Way Very No
Familiar Unfamiliar Unfamiliar Opinion
Familiar

5 4 3 2 1 11
SECTION C: SATISFACTION
6a. SATISFACTION WITH INFORMATION ACCESS
Q: Thinking of the information you receive about NSSF, please indicate how satisfied or dissatisfied you were with the following?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable

1. Quality of services received………………………………………………. 5 4 3 2 1 11

2. Quality of information received………………………………………. 5 4 3 2 1 11
3. Speed with which queries are dealt with……………..……………………….5 4 3 2 1 11
4. Efficiency with which queries are dealt with...................................................
5 4 3 2 1 11
6b. EASE OF INFORMATION ACCESS
1. How easy is it to obtain the information you need at NSSF?
5 Very Easy 4 Easy 3 Neither easy nor Difficult 2 Difficult 1 Very Difficult
2. In general, how would you describe the amount of information that you receive from NSSF, on a 1 to 4 scale, with 1 being too little and 4 being
too much?
4 Too much 3 Enough 2 Little 1 Very Little
Q7: CUSTOMER FOCUS AND CONTINUED IMPROVEMENT
i) To what extent do you agree with the following statements about the customer focus and continued improvement at NSSF?
Don't
Strongly Agree Neither agree Disagree Strongly Know/Not
Agree nor disagree Disagree Applicable

a) NSSF aims at meeting customer needs............................................................. 5 4 3 2 1 11

b) NSSF has quality products.......................................................................... 5 4 3 2 1 11
c) My concerns, problems, enquires or complaints to the NSSF are
responded to my satisfaction...................................................................... 5 4 3 2 1 11
d) NSSF has good procedures for reporting complaints about levels of
service received………………………………………................................ 5 4 3 2 1 11
e) I have trust and confidence in the overall job being done
by the management at NSSF.…………………….............................................. 5 4 3 2 1 11
f) NSSF employees comply with the standards in the service charter…....... 5 4 3 2 1 11
g) NSSF’s use of technology meets my needs……................................………. 5 4 3 2 1 11
5 4
h) Payment of benefits in good time (claimants only) ................................…................................… 3 2 1 11
1. If responded to (h) above, how long do they take? ...................…................................…

STATEMENTS

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Contributor/Claimants Questionnaire
ii) How satisfied are you with the following aspects with regard to your account/statements?
Don't
Very Satisfied Neutral Dissatisfied Very Know/Not
Satisfied Dissatisfied Applicable
a) Time taken to register (20 minutes) ................................…..................... ...........
5 4 3 2 1 11
b) Accuracy of the accounts/statement from NSSF......................................... 5 4 3 2 1 11
c) Time taken to update my statements (1 day) ...................................................5 4 3 2 1 11
d) Time taken to issue my statements (2 minutes) ................................................
5 4 3 2 1 11
e) Time taken to receipt my contributions (5 minutes) ..................................... 5 4 3 2 1 11
f) How do you receive your NSSF statements currently?
Visiting the office Email Mobile NSSF Portal Other (specify)
g) Which of the above mode of receiving statements is most convenient? .......................................................................................

iii) In what ways can services be improved at NSSF? ............................…................................…...........................…................................…......

Q8. PAYMENT MODES AND RATES
i. Are you aware of the various modes of payment NSSF has put in place to receipt contributions? Yes No
ii. Which modes of payment to NSSF are you currently using
Mobile Money Internet Banking Bankers Cheques Personal Cheques Cash
RTGS/EFT
iii. Which one is the most convenient? ..............…................................…................
iv. Which mode would you recommend? ..............…................................…...............
9. Thinking about your experience with National Social Security Fund (NSSF) , how would you rate your level of satisfaction with the services they
offer? Don't
Very Satisfied Satisfied Neutral Dissatisfied Very Know/Not Applicable
Dissatisfied

5 4 3 2 1 11
Market needs and future dealings
10a. Given an option, would you continue dealing with NSSF in future? Yes No

10b. Why?
……………………………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………………
10c. In which areas do you think NSSF is excelling?
…………………………………………………………………………………………………………………………………………………………..
……………………………………………………………………………………………………………………………………………………………
10d. What else do you think NSSF should do to serve you better?
…………………………………………………………………………………………………………………………………………………………..
……………………………………………………………………………………………………………………………………………………………
THANK YOU FOR TAKING TIME TO FILL THIS QUESTIONNAIRE