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Proje
ectThirstt
Custome
erSatisfacctionSurve
ey(Individuals)
Cityy:
RespondentsName:
CurrrentAddress:House/Build
ding#,
Land
dmark,Stree
etName,Hai
RespondentsNaationality
RespondentsCo
ontact#
Inte
erviewersNaame:
SupervisorName
e:
PlacceofInterview:

TimeandDateo
oftheIntervie
ew
Date
e&TimeofB
BackCheck

Riyadh

1
1

Jed
ddah

Saudi==1
NonSaudi==2,NationalittyofNonSau
udi._____________________________
Mobile#: Phone#:

Respond
dentsHouse==1,Office=2,PublicPlacee=3,CSRsFacility=4
Time:From___________
____to____________,Date:_____/______/2009
Time:From___________
____to____________,Date:_____/______/2009

Intrroduction: AsslamOAlai
A
ikum! My na
ame is ___________________. I am representative of
o Center for
r Statistical
Reseearch,a marrketingresearrchcompany inSaudi Ara
abia. We neitthersell norp
purchaseanyything.Weju
ustfindout
publicopinionab
boutimporta
antissuesso thatproduceersandprovid
derscanimprovetheirproductandseervices.We
are conductinga
asurveyrega
ardingpublic utilitiesand theirdealing
gswiththecu
ustomers.Iho
opethatyou
uwillspare
about5minutes ofyourpreciioustimetoh
helpusjudge theperforma
anceoftheseerviceprovideer.Weassureethatyour
nam
meanddetailsswillbekepttconfidentiallandthatall thisinformattionwillnotb
beusedfora
anypurposes otherthan
reseearch. Since II have to inteerview peoplee of some specific profile, I would likee to ask few questions
q
about you to
ensu
urethatthatyourprofileissthesamew
whichisrequirredfortheresspondentsofthissurvey.
Showcard
Q1.Howwillyou
udescribethe
estatusofyourwaterconnection?Pleaaseanswerw
withthehelpo
ofthiscard.
Custtomer,waterrconnectioniisonmynam
me
1 Cheeckquotaofccustomers
Custtomer,waterrconnectioniisonmyspou
use/fatherorrelativesnam
me
2
Tenant,butIpayythemonthlyywaterbills

Tenant,paidwatterchargesto
oAqari,owneerontheyearrlybasis

Cheeckquotaofttenants

below:____________yearss,(ifageislesssthan18
Q2.Whatisyourrage?Writeaactualagehereandthenccircleingridb
nateinterview
w)
yearrsthentermin
Lesssthan18Years
T
TerminateInte
erview
1
1825Years
2
C
ContinueInter
rview
2630Years
3
3040Years
4
4050Years
5
50++years
6

CSR|NW
WCQuestionnaire,Februaary01,2009 1


2
ForTeleShoppers:WewouldlikeyoutodialthehelplinennumberofNattionalWaterCoompanyforseeking
information/lodggingacomplain
ntaboutanissu
ueyouarecurrrentlyfacing.((Iftheyoudon
nothaveanycurrentissuew
withwater
ply,thenmakeeacallaboutso
omeissueyouwerepreviousslyhavingandpresenttheprreviousissueaasacurrentonetothe
supp
NWC
CCallCenteragent).Thehelplinetollfreen
numberis8004411110.Nochargesarelevviedonthecalllerwhetherheecallson
thisnumberthroughlandline/fiixedlineorthrroughcellphon
ne.Iwouldlikeyoutodiscussstheissuesin
ndetailwithNW
WCCall
naireandnotedownthedetaailsrequestedwhenyouaremakingthecaall.
Centteragent.Pleaasegothroughthisquestionn

Q3.Totalduratio
onofthecall_____________________minutes_________________seconds
Q4.Inhowmanyyattemptscallwasconnecctedandansw
wered.?[Maybeinfirstfeewattemptsthelineisnot
neevenafterthreebells Sohowmanytimesyouh
haveto
connectedoritissengagedornobodypickssupthephon
calltogetconnected?]
________________Numberofaattempts
Q5.Howmanyriingsbeforeth
heautomated
dansweringm
machinepickeedthecall?
__________________Numbero
ofrings
Q6.Timebetweeencallpickedupandtranssferredtotheeagent.
_______________seconds
________________Minutes___
Q7.DidtheCallC
Centeragentgreetyou?
Centeragenttellhisnamee?
Q8.DidtheCallC
Q
Q8
Q7

Yes
1
1
1
No
2
2
2

udiscussedw
withCallCenteeragent?(Selectallthatapplicable)
Q9.Whatwerettheissuesyou
BillingIssue

SupplyIssu
ue

Wro
ongbilling/eextracharges
1 Waterpresssurelow
8
Paid
dduesareinccludedinthenewbill
2 Waterpresssurehigh
9
Fineesandtheirdetails
3 Supplytimingsanddetaails
10
Billhasnotarriveed
4 Waterisno
otcomingonsupplydays
11
Billingdetailsinccorrect
5 Waterisno
otcomingthrroughoutsup
pplyhours 12
Otherissues
6 Watertankkerhasnotarrrived
13
Lineeisdisconneccted
7 Watertankkerischargingextra
14

Watertankkerunavailab
ble
15

Bookingoffwatertanker
16
Line
eProblems

SewageIsssues

Watterisnotcleaan/Impuritie
esinthewateer
17 Lineofthehouseisleakking
22
Lineeforthehousseisleaking
18 Anyotherlineisleakingg
23
Anyyotherlineisleaking
19 Lineofthehouseischo
ocked
24
Lineeofthehouseeisbroken
20 Anyotherlineischockeed
25
Anyyotherlineisbroken
21 Overflowin
ngsewagehole
26

Overflowin
ngfromhouseeseptictank
27

Overflowin
ngfromanyo
othertank
28

Septictankkerhasnotarrrived
29

SepticTankkerischargin
ngextra
30

Septictankkerleakage
31
AnyyOther[Pleassemention]
CSR|NW
WCQuestionnaire,Februaary01,2009 2

0.Howsatisfieedordissatissfiedareyouw
withtheoverrallperformanceoftheNW
WCtollfreeh
helplineandiitsagents?
Q10
Com
mpletelySatisfiied

Some
ewhatSatisfied
d

JustOK
K

SomewhatUnsatisfied

CompletelyU
Unsatisfied

ShowCard
Q11
1.NowIwillrreadfewsenttencesaboutthecallyoujustmadetottheNWCtollfreehelplinee,andIwould
dlikeyou
toteellmehowm
muchyouagre
eeordisagreeewitheachseentence.Pleaaseusethiscaardforyouraanswers

Stro
ongly
agrree
5
5

Agree
4

Neitheraggree
nordisagree
3

Some
ewhat
disagree
2
2

Com
mpletely
dissagree
1

Help
plinewaseasyttouse
CallC
Centeragentw
wasaccurateinaallrespects

5
5

2
2

5
5

2
2

CallC
Centeragentkn
newalltheansw
wers

5
5

2
2

Iexp
plainedmyissueeseveraltimessothattheCall
Centteragentunderrstoodmyprob
blem
CallC
Centeragentw
wasspeakingveryslowly[Speed]

5
5

2
2

5
5

2
2

Callccenteragentw
wasspeakingverryquickly

5
5

2
2

IdidntunderstandwhattheCallC
Centeragentsaaid

5
5

2
2

Myq
questionswereansweredperffectly

5
5

2
2

IwilllcalltheNWCttollfreehelplin
newheneverIw
will
haveeanyquestiono
orproblemrelaatingtowatero
or
sewaageissue
ThecallwaspickedbytheCallCen
nteragent
immediately
IfelttCallcenterageentwasmyfriend

5
5

2
2

5
5

2
2

5
5

2
2

CallC
Centeragentso
olvedmyproble
em/gavecorrect
adviccetosolvetheproblem
CallC
Centeragentcllearlyelaborate
edthenextstep
ps

5
5

2
2

5
5

2
2

CallC
Centeragentw
wasverycourteo
ous

ShowCard
2.Nowpleaseetellme,inth
helightofcalllyoujustmadetotheNW
WCtollfreeheelpline,willyyousuggestyourany
Q12
frien
ndorrelativeetocalltheNWCtollfreeh
helplinewheenevertheyhaveanyprob
blemregardin
ngwatersupp
plyor
sew
wagedisposal??
Iwillsuggesteveniftheydontasskme Definittely
Maybe Dependsonthenatureo
oftheproblem
m Definitelyn
not
1
2
3
4
5

nkyoufortimeandcooperatio
on.
Than
(gaveetherespondeentgiftandaskhimnottodiscclosethathemaakesuchacallttotheNWCtolllfreehelplinettoothers,especiallytoany
emp
ployeeorrelativveofemployeeworkingintheNWC)

CSR|NW
WCQuestionnaire,Februaary01,2009 3

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