KEMRI Scores 80% in the 2024 CustomerSatisfaction Survey.

The just released highly anticipated 2023/2024 Customer Satisfaction Survey Report has returned an impressive 80 percent overall satisfaction rate.

Conducted in May 2024, this comprehensive survey aimed to assess KEMRI’s service delivery performance, identify gaps, and guide policy development for enhanced customer satisfaction throughout the Institute.

The survey had three broad objectives that included assessing current performance by gauging stakeholder views on Institute’s service delivery against the Service Charter and highlighting any existing gaps through identifying service delivery deficiencies to guide policy development.

The third objective was to determine the satisfaction levels by measuring the customer satisfaction and recommend improvement opportunities.

According to the survey methodology, the consultant employed the use of structured and semi-structured questionnaires targeting both internal and external customers. This approach provided critical insights into customer needs and expectations, forming the basis for the report’s findings.

The findings underscore the importance of the Customer Satisfaction survey exercise. “In today’s competitive environment, an organization’s success hinges on its ability to satisfy clients. For KEMRI, a public institution with a diverse customer base, the survey is crucial for maintaining high service standards and adapting to client needs,” informs Deputy Director Corporate Communications, Davis Mkoji in an interview.

Citizen’s Service Delivery Charters were introduced by the government in 2004 as part of public sector reforms. KEMRI published its own service charter on April 30, 2011, and revised it in June 2015 to meet Performance Contracting standards. The charter underscores the importance of customer satisfaction in KEMRI’s operations, focusing on six key areas: client expectations, service, care, communication, professionalism, and product quality.

For the Institute’s the findings of this survey findings will help in understanding the customer pain points and areas of concern, tailor policies and procedures to better meet customer needs and enhancing overall satisfaction and brand loyalty.

Failure to address customer feedback could lead to noncompliance with ISO 9001:2015 standards and damage the Institute’s reputation. By incorporating survey recommendations, KEMRI aims to refine its policies, improve service delivery, and uphold its commitment to excellence.

The survey is very significant in service delivery and aligns to the requirements of the ISO 9001:2015 Standards. It is a vital tool for understanding and improving customer service by addressing the identified gaps, enhancing service delivery and is poised to strengthen its reputation ensuring continued client satisfaction.