Overview of the respondents
Organisation a have a clientele base of 5 major clients, hence questionnaires were sent to all
clients. Survey response rate can be shown by the following table.
Table 1.1 Survey response statistics
Questionnaires
Returned
Response
Sent
Questionnaire
Rate
5
5
100.00%
A total of 5 questionnaires were sent to 5 companies and all were returned giving response
rate of 100% which is satisfactory.
Analysis of customer satisfaction response
Data for customer satisfaction was interpretated using mean scores, responses were based on
five-point Likert scale hence the higher the score the more positive is the response. Therefore,
a score of 5 has highest positive score throughout the survey while 1 has been associated with
highest negativity. This can be shown by five-point Likert scale below.
Figure 1.1Five-point Likert Scale
Mean Score
5
4,5
4
3,5
3
2,5
2
1,5
1
0,5
0
Figure 1.2 Customer Satisfaction Mean Score
In figure 1.2 above availability of relevant manuals or test reports along with product obtained
a mean score of 4.6 which reflects positivity thus implying satisfaction of clients with the
provision of supporting documents. Product specification obtained mean score of 4.4 which
is above a score of 4.0 which indicates agreement, this means our products are supplied in
accordance with client specifications and clients are satisfied. On follow up questions clients
also indicated that, the products of Organisation a meets their specifications and expectations,
thus fitting into their operations with very little challenges. However, there is still room for us
to improve moving towards a mean score of 5.0 which imply greater positivity.
Responsiveness, professionalism, and technical support have a mean score of 4.2 which
implies our clients are satisfied with how we respond to them, our professionalism, and our
technical support. However, there is still need for us to improve in these aspects to provide
maximum possible satisfaction to our clients. In terms of technical support some of our clients
have mentioned the need for exposure of the technical team to original equipment
manufacturer (OEM) processes which is essential in resolving some technical issues.
Organisation a’s approach to Quality Management has a mean score of 4, which indicates
client’s satisfaction. Clients commented that, Organisation a offers world standard products
which meet such as Prometers. However, some of the clients have indicated the need for
OEM’s Quality Management to add value to our current processes. In terms of
competitiveness of our product has a mean score of 3.8, this indicates neutrality of our clients.
Clients have indicated the need for Organisation a to advice clients correctly before
procurement, on product lifetime support.
Overall, Client Satisfaction Level
4,5
4
3,5
3
2,5
2
1,5
1
0,5
0
Overall Mean Score
Figure 1.3 Overall Client Satisfaction Level
Overall client satisfaction has a score of 4.0, which implies that clients are satisfied with
Organisation a products and services. However, there is need for improvement since there is
still room to move towards 5.0 which resembles greater positivity towards client satisfaction.
Analysis of Qualitative data
Clients have indicated price, product quality and delivery period, as the factors which
influence their purchasing decisions. Some of the clients have suggested that they would buy
transformers, pump sets and electric motors from other clients based on pricing. Also, the
other client indicated that, current smart metering Head End System can be bought from
other suppliers due to the never-ending communication issues. Clients have also noted the
need for Organisation a to avoid project schedule overruns. Active responsiveness to orders
and supply of best materials have been indicated as our competitive advantage by most
clients. Our major clients have noted that Organisation a have understood their business
systems and they hope to develop never ending partnerships in the same business lines.
However, they expressed the need to improve operating efficiencies. Respondents also noted
the need for Organisation a to be flexible and respond accordingly to technological changes.
Recommendations
 Revisit our pricing system for transformers, pump sets and electric motors to adjust
our prices and remain competitive.
 Diversifying into green energy which is an emerging market.
 Delivering projects in time.
 Make follow up on product performance instead of waiting for the clients to raise an
alarm.
