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Brand Awareness & Perception

Not aware at all
Very aware
DimensionStrongly DisagreeDisagreeNeutralAgreeStrongly Agree
Services offered by the organisation
How to access the services
The complaints handling process
DimensionStrongly DisagreeDisagreeNeutralAgreeStrongly Agree
The organisation is reliable
The organisation is responsive
The organisation delivers quality services
Not at all
Extremely likely

Request for Information (RFI)

AspectVery DissatisfiedDissatisfiedNeutralSatisfiedVery Satisfied
Ease of contacting the right department
Wait time for initial response
Clarity of information provided
Completeness of information
Staff knowledge and expertise
Follow-up communication
DimensionStrongly DisagreeDisagreeNeutralAgreeStrongly agree
Accurate
Relevant to my query
Complete
Easy to understand

Section 3: Complaints Handling

CriteriaStrongly DisagreeDisagreeNeutralAgreeStrongly agree
The complaint submission process was straightforward
I received prompt acknowledgment of my complaint
The staff member handling my complaint was professional
I was kept informed about the progress of my complaint
The resolution timeframe was reasonable
The resolution offered was fair
The resolution offered was fair

Overall Assessment & Follow-up