¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.

KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 1 of 7
Effective Date: 14/04/2017 Report Form 1

Table of Contents
Executive Summary.........................................................................................................................2
Key Highlights:................................................................................................................................2
1. Introduction..................................................................................................................................3
1.1 Background............................................................................................................................3
1.2 Objectives..............................................................................................................................3
1.3 Methodology..........................................................................................................................3
2. Detailed Satisfaction Analysis.....................................................................................................4
A. Rating Distribution (Numerical Breakdown).........................................................................4
B. Service Aspect Performance...................................................................................................4
3. Student Feedback Themes...........................................................................................................6
A. Positive Feedback (95% of responses)...................................................................................6
B. Areas for Improvement (5% of responses).............................................................................6
4. Recommendations........................................................................................................................6
5. Conclusion...................................................................................................................................8
Appendices......................................................................................................................................8

List of tables

Table 1 Rating Distribution (Numerical Breakdown).....................................................................4

Table 2 . Service Aspect Performance.............................................................................................5

List of figures
Figure 1 Satisfaction Breakdown by Category................................................................................6

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 2 of 7
Effective Date: 14/04/2017 Report Form 1

Customer Satisfaction Assessment Analysis Report

Kombolcha Polytechnic College - ICT Department
2017 E.C. Academic Year
Executive Summary

The ICT Department at Kombolcha Polytechnic College received 40 student feedback

responses in 2017 E.C., demonstrating exceptionally high satisfaction levels with teaching and
services.

Key Highlights:

✅ 95% overall satisfaction rate (Excellent + Very Good ratings)

✅ 75% rated services as "Excellent" (5/5)
✅ 20% rated services as "Very Good" (4/5)
⚠️5% neutral/moderate ratings (3/5 or 2/5) – Mainly due to technical issues

✅ Most Rated Service Providers: Haile, Solomon, and Zerihun (consistently rated
"Excellent")

✅ Strengths: High-quality teaching, professionalism, and effective service delivery.

✅ Areas for Improvement: Computer/server performance, electricity reliability, and resource

allocation.

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 3 of 7
Effective Date: 14/04/2017 Report Form 1

1. Introduction

1.1 Background

Customer satisfaction is a critical measure of service quality in educational institutions. This

report evaluates feedback from students in the ICT Department at Kombolcha Polytechnic
College received 40 student feedback responses in 2017 E.C. focusing on their experiences
with service providers, facilities, and overall learning environment.

1.2 Objectives

 Assess student satisfaction levels across key service dimensions.

 Identify strengths and areas needing improvement.
 Provide recommendations for enhancing service delivery.

1.3 Methodology

Data Source: Student feedback survey responses using Google form.

Evaluation Criteria:
 Timeliness of service provider
 Adherence to program structure
 Service delivery manner
 Availability of facilities
 Overall service rating

Rating Scale:
 5 (Excellent)
 4 (Very Good)
 3 (Good)
 2 (Fair)
 1 (Poor)

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 4 of 7
Effective Date: 14/04/2017 Report Form 1

2. Detailed Satisfaction Analysis

A. Rating Distribution (Numerical Breakdown)

Table 1 Rating Distribution (Numerical Breakdown)

Rating Number of Responses Percentage (%) Interpretation

5 (Excellent) 30 75.0% Outstanding service quality

4 (Very 8 20.0% High satisfaction

Good)

3 (Good) 1 2.5% Minor room for improvement

2 (Fair) 1 2.5% Needs attention

1 (Poor) 0 0.0% No critical complaints

B. Service Aspect Performance

Table 2 . Service Aspect Performance

Evaluation Criteria Avg. Rating Top Feedback

Punctuality of Staff 4.75 "Always on time"

Adherence to Program Schedule 4.55 "Well-organized"

Staff Professionalism & Behavior 4.65 "Polite, knowledgeable"

Facility Availability (Computers, 4.20 "Server delays, power issues"

etc.)

Overall Service Quality 4.70 "Keep it up!"

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 5 of 7
Effective Date: 14/04/2017 Report Form 1

Satisfaction Breakdown by Category

98.5
98
97.5
97
96.5
96
95.5
95
94.5
94
93.5
Timeliness Program Service Manner Facility Overall Grade
Adherence Availability

Figure 1 Satisfaction Breakdown by Category

3. Student Feedback Themes

A. Positive Feedback (95% of responses)

 Teaching Quality:

o "Excellent teaching methods, especially from instructors Haile and Solomon."

o "Staff explain concepts clearly and are always helpful."

 Service Delivery:

o "Smooth and efficient processes."

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 6 of 7
Effective Date: 14/04/2017 Report Form 1

B. Areas for Improvement (5% of responses)

1. Technical Infrastructure (80% of complaints):

o Slow computer/server performance ("Takes too long to log in").

o Power outages disrupting classes ("No learning when electricity is off").

2. Classroom Conditions (20% of complaints):

o Poor lighting in some rooms.

4. Recommendations

A. Immediate Actions

 Upgrade ICT infrastructure:

o Optimize servers to reduce login delays.

o Install backup power solutions (UPS/generators).

 Facility maintenance:

o Improve classroom lighting and computer lab conditions.

B. Long-Term Strategies

 Quarterly feedback system to track satisfaction trends.

 Staff training on advanced troubleshooting and customer service.

Striving for Excellence, Elevating Quality.

 ¾}sS< eU/ Institution Name ¾Ê¡S”ƒ lØ`/ Document No.
KPC/OF/ALL/036
ኮምቦልቻ ፖሊቴክኒክ ኮሌጅ
KOMBOLCHA POLYTECHNIC COLLEGE
ርዕስ/ Title Issue Page No.
የሪፖርት ቅፅ No. Page 7 of 7
Effective Date: 14/04/2017 Report Form 1

5. Conclusion

The ICT Department maintains exceptional service standards, with 95% student satisfaction.
Addressing technical issues will further enhance the learning experience.

Prepared by: [ICT Department]

Date: [May,2017 E.C.]
Institution: Kombolcha Polytechnic College

Appendices

 Raw Data: Available in Google form.

 Charts: See below for rating distribution visualization.

Satisfaction Distribution Chart

[Excellent] ████████████████████████████████████████ 75%

[Very Good] ██████████████████ 20%

[Good] ██ 2.5%

[Fair] ██ 2.5%

[Poor] (0%)

Note: Percentages are calculated from 40 total responses.

Striving for Excellence, Elevating Quality.