CUSTOMER SATISFACTION SURVEY RESULTS
The Administration of Parliament of Zimbabwe (AoP) commissioned Customer Satisfaction Survey Study in 2016 as part of tracking how our customers, both internal and external, viewed the services that we provide. The survey was in partial fulfilment of the commitments we made in our Quality Policy Statement wherein we committed ourselves “… to providing quality services that meet and exceed stakeholders’ requirements and expectations in facilitating the making of laws for the peace, order and good governance of Zimbabwe”. In our view the surveys are only one of several ways of getting objective feedback from our customers and stakeholders on the quality of services that we provide.
The surveys were in three parts, namely (1) the general public, (2) Members of Parliament and (3) Stakeholders. A further study, which complimented the three, looked at our Employee Engagement Index. Basically the Employee Engagement Survey seeks to measure the emotional connection that our staff feel towards the organisation that influences them to exert greater discretionary effort to their work. Engaged employees, it is assumed, have a commitment to the organisation and will go the extra mile to deliver quality services to our customers. The opposite is true. The results of those surveys are out and it is only fitting that we share the undiluted results with all our customers and stakeholders. Accordingly the results have been posted on our website for everyone to see.
We thank you.
Clerk of Parliament