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CUSTOMER SATISFACTION SURVEY RESULTS

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 have taken note of the results and your invaluable comments. As the Administration of Parliament we dedicate ourselves to taking the necessary corrective action to address the shortcomings that were highlighted in the report. We also commit ourselves to further improving in the areas where we were adjudicated as doing well. As a starting point we dedicated a whole afternoon last week to analysing the results and in coming up with the necessary corrective action. The results of that self-introspection now form part of the priority actions for us in 2017 and beyond. Let me take the opportunity to thank all those who participated in the study. Your participation is invaluable as the results of the surveys, and the resultant corrective action, will go a long way in informing us of the areas that we need to improve on in terms of quality service provision. If you have any comments or questions related to the surveys these can be submitted online through our email address This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it. or through hard copies hand delivered at Parliament Building or addressed to The Clerk of Parliament, Parliament of Zimbabwe, Box CY 298, Causeway, Harare.

We thank you.

 

K.M. Chokuda

Clerk of Parliament

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