Background
In line with international best practices and its own policies and procedures, the East African Regional External Quality Assessment Scheme {EA-REQAS) constantly seeks to improve its processes. Collecting and analysing feedback from participating facilities is an important method of informing continuous improvement and maintaining customer focus in the scheme’s operations. Between July and August 2020, EA-REQAS distributed a Customer Satisfaction Survey to participating facilities and stakeholders. This report presents a summary of findings, and serves as a record and reference of the survey, as outlined in the internal system procedure ERQ-QMS-008: Procedure for Customer Service and Impartiality.
Methodology
A standard questionnaire was prepared by EA-REQAS management. The questionnaire comprised four (4) questions. Question 3 was divided into ten {10) sub-questions graded in five (5) steps from Very Good to Very Poor. Question 4 was open ended and requested additional comments from respondents. An online survey platform, SurveyMonkey®, was used to design, distribute, collect and analyse responses for the survey. The link to the online platform was sent to participants through email and SMS.
Results
The survey was distributed to 72 facilities in 6 countries. A total of 25 responses {35%) were received.