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3rd Quarter NYDA Client satisfaction Survey
2012
National Youth Development Agency
2
NYDA Branch Customer Satisfaction: 3rd
Quarter
2011 Survey Report
A Research Unit Publication
National Youth Development Agency
Research, Monitoring and Evaluation Division
11 Broadwalk Avenue
Halfway House
Midrand 1685
08600 YOUTH (96884)
© March 2012
3
TABLE OF CONTENTS Introduction and background ................................................................................. 4
Aims and Objectives of the survey ......................................................................... 4
Methodology ............................................................................................................. 5
Limitations of the study ........................................................................................... 7
Survey Findings ....................................................................................................... 7
Demographic Information ........................................................................................ 7
Satisfaction levels .................................................................................................. 10
Branch overall satisfaction levels comparison ....................................................... 16
Suggestion on how NYDA can improve its service to young people ................ 17
Internet Usage ....................................................................................................... 17
Dissemination of information ................................................................................. 18
Use of printers and USB ........................................................................................ 18
Visibility in rural areas ........................................................................................... 18
Skills development ................................................................................................ 19
Visit schools .......................................................................................................... 19
Maintain Computers .............................................................................................. 20
Conclusion ............................................................................................................ 20
Recommendations ................................................................................................. 21
Appendix 1: sample of the Customer Satisfaction Questionnaire ..................... 23
Appendix 2: Guidelines for administration of customer survey at branches ... 25
4
Introduction and background
National Youth Development Agency (NYDA) is an agency of government that was set up in
terms of NYDA act 54 of 2008 and it is a result of a merger between former Umsobomvu
Youth Fund and National Youth Commission. NYDA was established in order to mainstream
youth development in the country and one of its main objectives is to initiate, design,
coordinates, evaluate and monitor all programmes aimed at integrating the youth into the
economy and society in general1.
As part of NYDA organizational best practice customer satisfaction surveys are conducted
quarterly to gauge the level of satisfaction pertaining to product and services at the branch
among NYDA clients. The organization set itself a target of 90% client satisfaction nationally.
It was decided that information about NYDA client’s satisfaction level should be gathered
through quarterly surveys in all the NYDA branches.
Aims and Objectives of the survey
The overall aim of the survey is to determine whether NYDA clients/customers are satisfied
with the service that NYDA offers to them, starting with products through to NYDA staff. The
main objective is to obtain information about the levels of satisfaction among young people
who visit the NYDA branches on a daily basis. The survey is conducted in fulfillment of the
effective and efficient resource management KPI and Specific objectives of the survey are
to;
Gather information on the level of satisfaction among NYDA clients in all the
branches.
To report the level of NYDA client satisfaction for the 1st quarter of the 2011
financial year.
Some of the questions that the survey will attempt to answer include;
What do NYDA clients visit branches for?
1 NYDA act 54 of 2008
5
Whether NYDA clients are happy with quality of services and overall satisfaction
at the branch level?
Where and how can NYDA improve its service offerings?
Methodology
The study was quantitative in nature; a survey questionnaire was developed and sent to all
full service Youth Advisory Centres (YACs) in nine provinces. The questionnaire was
administered between 28 November 2011 and 15 December 2011 in 13 NYDA branches out
of 15 NYDA branches. The branches that did not participate on this survey because of
logistical arrangements are the Kimberly branch and Maponya branch. YAC points were
excluded in the survey due to logistics required to administer such a survey in current YAC
Points conditions. The NYDA branches that participated in the survey, namely,
Bloemfontein, Cape Town, Tshwane, Polokwane, Rustenburg, East London, Port Elizabeth,
Durban, Secunda, Witbank, Nelspruit, Johannesburg and Midrand. The Branch Managers
were responsible for ensuring that questionnaires are available to all clients entering the
branch during the survey period. The managers were also responsible for ensuring that all
completed questionnaires are collected and stored in a safe place and that the responses
are kept confidential.
The initial questionnaire was developed by the Research Unit team with the guidance of the
Service Delivery Channel. The draft questionnaire was pre-tested with clients visiting NYDA
Midrand branch from the 1st of November 2010 until the 5th of November 2010 (1week). In
total 30 completed questionnaires were collected, and based on the 30 completed
questionnaires minor adjustments were made after pre-testing to ensure that clients
understand the questionnaire and how to complete it, as is a self administered survey. The
final questionnaire was adopted based on the pretesting results and emailed to respective
branches on a quarterly basis for administration.
In order to solicit responses for the 2011 3rd Quarter survey, all NYDA clients who visited the
branches during the survey period were issued with a questionnaire and requested to
complete it and return it to the reception after being provided with the service. They were
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also informed that it is their choice to complete or not to complete the questionnaire, if
they choose not to complete the questionnaire, they will not be penalized for their choice.
They were also informed that their responses will not be shared with anyone and that they
will be disadvantaged in anyway if they provide negative responses. Participating Branches
couriered back completed questionnaires on the 9th January 2012.
The first section of the questionnaire (see Appendix 1) collects demographic information,
followed by client’s reasons for visiting the branch and the last section collects information
about the level of satisfaction with quality of service at the branch. The satisfaction levels
were measured in five (5) different areas of client experiences:
i. Treatment they got from the branch that day;
ii. Assistance they got from staff in the branch that day;
iii. The time it took to get assistance that day;
iv. The quality of service they got for the specific service they came for; and
v. Overall satisfaction of the client from the interactions with the branch that day.
Clients were asked to rate each of these experiences on a scale of 1 to 4, where:
1= Not satisfied.
2= Partially satisfied
3= Satisfied and;
4= Fully satisfied.
All the completed questionnaires were captured using Epi-info statistical software and the
Research Unit sourced and trained three unemployed youth as data captures for the
project. The Epi-info dataset was imported to SPSS statistical software for analysis and
reporting.
7
Limitations of the study
The satisfaction survey did not include clients who visited the NYDA YAC points2, therefore it
only measures satisfaction to clients who have visited the NYDA fully controlled branches.
Since the sampling was not random, but convenient, the results cannot be generalized
beyond those who responded to the questionnaire. However, because of the very large
sample size of responses from the branches, the results are more likely to be a true
reflection of satisfaction levels of NYDA clients who visited the braches.
Survey Findings
Demographic Information
The total number of completed and captured questionnaires that NYDA head offices
received from all participating branches is 794 for the 3rd quarter; this is the lowest compare
to the 1st quarter and 2nd quarter. Based on (table 1) below, the branch that received most
responses from young people is Rustenburg (N=158) compare with (N=154) total visits as
captured on CRM system, followed by Bloemfontein (N=118) survey responses, compare
with (N=58) captured clients on the CRM, Polokwane came third (N=106) survey responses,
compare with (N=381) captured clients on the CRM system , the fourth branch that received
most responses from young people is Secunda (N=106) compare with (N=140) captured
clients on the CRM. The least responses was received from Midrand (N=9), followed by Cape
Town (N=17) and Nelspruit and Port Elizabeth (N=20).
2 Information provision centre’s located with in municipalities providing
limited services compared to full service YAC.
8
Table 1: Total Number of responses by branch
CRM Visits
Survey Responses
CRM Visits
Survey Responses
CRM Visits
Survey Responses
Branch Name Quarter 1 : 2011 Quarter 2 : 2011 Quarter 3 : 2011
Number N % Number N % Number N %
Bloemfontein 268 81 5.2 291 105 5.2 58 118 14.9
Cape Town 349 70 5.8 324 117 5.8 196 17 2.1
Durban 66 15 8 154 16 8 70 39 4.9
East London 323 40 5.6 367 114 5.6 75 31 3.9
Johannesburg 895 189 11.9 801 240 11.9 768 53 6.7
Midrand 207 18 1.2 82 25 1.2 50 9 1.1
Nelspruit 28 69 5.5 61 111 5.5 15 20 2.5
Polokwane 907 205 9.5 813 193 9.5 381 106 13.4
Port Elizabeth 646 120 3.2 555 65 3.2 151 20 2.5
Rustenburg 271 168 8.9 247 180 8.9 154 158 19.9
Secunda 56 115 7.4 149 149 7.4 140 110 13.9
Tshwane 1108 81 3.9 1383 78 3.9 363 22 2.8
Witbank 426 319 21.7 485 438 21.7 363 91 11.5
100
Total 5923 1616 100 6239 2022 100 2521 794 100
Figure 1: Total number by gender
Q1 Q2 Q3
Male 1255 1002 533
Female 767 614 261
Total 2022 1616 794
0
500
1000
1500
2000
2500
Axi
s Ti
tle
9
Figure 1 above indicates that in terms of gender breakdown in the CS survey for the 3rd
quarter, males constituted the largest number n=533 (67.1%), compared to females with
n=261(32.9%) out of the total survey responses of 794. As shown in figure 1 above males
has always constituted the largest number from 1st quarter and 2nd quarter, with the 1st
quarter being the highest followed by the 2nd quarter. The highest numbers of responses
from the females were received in 1st quarter followed by the 2nd and with 3rd quarter being
the lowest.
Table 2: Overall Reasons for NYDA branch visit
Reason for branch visit today
N %
Seeking Information 381 48.0
Seeking Loan 96 12.1
Seeking a Voucher 106 13.4
Seeking Training (Skills Development 99 12.5
Seeking A job/Submitting CV 169 21.3
Seeking Business support 146 18.4
Other 156 19.6
Responding to the question of why they visited the branch that day, the majority 45.0%
(N=381) of NYDA clients said they were looking for information. This was followed by a
significant number of respondents who visited NYDA branches to submit CV’s 21.3%
(N=169), 18.4% (N=146) were seeking business support, and 12.4% (N=106) were seeking a
voucher. About 12.5% (N=99) of the respondent were seeking training (Skills Development).
Seeking a loan was the least service requested at 12.1% (n=96). There were 19.6% (n=156)
who listed services that were not predefined in the questionnaire, they however specified
that they came looking for services such as workshops, access computer/internet,
registering a closed corporation, and to get bursary forms.
10
Figure 2: Quarterly trend of NYDA client reasons for branch visit
Figure 2 above; indicate that from the 1st Quarter of 2011 to the 2nd quarter of 2011 and 3rd
quarter the majority of clients visit NYDA branches to look for information, followed by
those seeking a job/submitting a CV. Seeking business support comes third in terms of the
reasons why young people visits NYDA branches with the least service requested being a
Voucher and training. It is also noted that a significant proportion of NYDA clients are
looking for other services other than those predefines in the questionnaire.
Satisfaction levels
Table 3 below provides summary results of satisfaction levels for all the 5 areas covered in
the questionnaire. The measurement of acceptable satisfaction level will include all those
who indicated that they were satisfied and fully satisfied in each of these areas. The overall
satisfaction will be used to indicate how clients are satisfied with the NYDA in terms of
responding to their needs.
Seeking informatio
n
Seeking a loan
Seeking a voucher
Seeking training
Seeking a job
Seeking business support
Other
Q1 2011 1037 306 195 267 515 309 298
Q2 2011 845 255 138 240 420 248 217
Q3 2011 381 96 106 99 169 146 156
0
200
400
600
800
1000
1200
Nu
mb
er
11
Table 3: 3rd Quarter 2011 level of satisfaction with NYDA service
The way you were treated
The staff who assisted
Time it took to get assistance
Quality of Service
The overall satisfaction
n % n % n % n % n %
Not satisfied
9 1% 10 1% 9 1% 19 2% 8 1%
Partially satisfied
20 3% 21 3% 26 3% 68 9% 19 2%
Satisfied 144 18% 132 17% 126 16% 87 11% 128 16%
Fully satisfied
616 78% 615 79% 618 79% 604 78% 623 80%
Totals
789
100
778
100
779
100
778
100
778
100
Table 3 above indicate that the overall satisfaction of the NYDA clients for the third quarter
is 96%. Of 96%, (79%) of the respondents said they were fully satisfied with the staff that
assisted them, and of 95%, 79% said that they were fully satisfied with the time it took to
get assistance. Of 96%, (78%) of the respondent said that they were fully satisfied with the
way they were treated. Of 81%, 78% of the respondent said that they were fully satisfied
with the quality of service rendered to them by the NYDA staff.
Figure 3: Quarterly client satisfaction level 2010/11
95
82
96 96 96
75
80
85
90
95
100
3rd
Qu
ater 20
10
4th
Qu
ater 20
10
1st Q
uater 2
01
1
2n
d Q
uater 2
01
1
3rd
Qu
ater 20
11
Pe
rce
nt
12
Figure 3 above indicate that the satisfaction level among NYDA clients has remained above
80% across the quarters under review. In the third quarter 2010 the NYDA achieved 95%
satisfaction levels but the figure dropped in the fourth quarter 2010 to 82% and increased to
96% in the first quarter 2011 and it remained stable in the 2nd quarter 2011 and 3rd quarter
at 96%. The data indicates that NYDA clients are relatively satisfied with the service that
NYDA is providing across the branches.
Figure 4: The way clients were treated
The level of fully satisfied young people with regard to the way they were treated the day
they visited the NYDA branch dropped to 78% in the 3rd quarter 2011 compare with 82% in
the 2nd quarter and 81% in the 1st quarter. However, t he overall results for the 3rd quarter
2011 indicate that 96% of all clients visiting our branches are satisfied with the way the
NYDA staff treated them during the visit to the branches, this is slightly higher compare to
quarter 1 and quarter 2. It is only 4% for the 2nd quarter and 3rd quarter compare with 3% in
the 1st quarter of young people who felt that there were not satisfied with the manner in
which they were treated by the NYDA staff member who assisted them.
1% 2%5%
81%
1% 3%
13%
82%
1% 3%
18%
78%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Not Satisfied Partially Satisfied Satisfied Fully Satisfied
Q1 Q2 Q3
13
Figure 5: The way clients rated the staff who assisted them
When asked to rate the level of satisfaction with the staff members whom they interacted
with during the visit, 79% said they were fully satisfied compared with 83% reported in the
second Quarter. The third quarter level of fully satisfied respondents on the staff that
assisted them dropped back to the percentage received in the first quarter. The results
therefore indicate for the third and second quarter that 96% of all clients visiting our
branches were satisfied with how NYDA staff handled them in the branches compared to
95% in the first quarter 2011. Only 4% of the respondents in the second and third quarter
2011 felt that they were not satisfied with the staff that assisted them compare to 5% in
the first quarter.
Not Satisfied Partially Satisfied Satisfied Fully Satisfied
2% 3%
16%
79%
1% 3%
13%
83%
1% 3%
17%
79%
Q1 Q2 Q3
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Figure 6: The way the clients rated the time it took to be assisted
When asked to measure their satisfaction on the time it took for staff to attend to them,
79% in the third quarter said they were fully satisfied compared to 79% in the first quarter
and 81% in the second quarter. The results therefore for the second quarter and third
quarter indicate that 95% of all clients visiting our branches were satisfied with the time it
took for the NYDA staff to attend to them compared to 93% in the first quarter. Four
percent (4%) of the respondent in the second and third quarter said they were not satisfied
with the time it took for them to be assisted compare with 5% in the first quarter.
Figure 7: The way clients rated the quality of service
Not Satisfied Partially Satisfied Satisfied Fully Satisfied
2% 3%
16%
79%
1% 3%
14%
81%
1% 3%
16%
79%
Q1 Q2 Q3
2% 3%
16%
80%
1% 2%
14%
82%
2%9% 11%
78%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Not Satisfied Partially Satisfied Satisfied Fully Satisfied
Q1 Q2 Q3
15
When asked to measure their satisfaction on the quality of services provided to them by the
staff during their visit, 78% said they were fully satisfied compared with 82% in the second
quarter 2011 and 80% in the first quarter. The results for the third quarter therefore
indicate that only 89% of all clients visiting our branches were satisfied with the quality of
service provided to them by NYDA staff during the visit. There is a slight drop of the quality
of service compare with 96% in the first and second quarter 2011. Eleven percent (11%) of
the respondents in the third quarter felt that the quality of service rendered to them was
not that good compare to only 3% in the second quarter and 5% in the first quarter.
Figure 8: The overall satisfaction of clients with the service they got from NYDA branch
When asked to measure their overall satisfaction, 80% which is equivalent with the first
quarter 2011 said they were fully satisfied compared to 81% in the second quarter. The
results therefore indicate that 96% of all clients visiting our branches are happy with the
overall service on the day the figure remained stable at 96% as in the 1st Quarter and 2nd
Quarter 2011.
The NYDA clients were satisfied in almost all the five satisfaction questions namely; the way
they were treated at reception, the staff that assisted them that day, the time it took for
them to get assisted on that day, and lastly NYDA clients were happy with the overall service
2% 3%
16%
80%
2% 3%
15%
81%
1% 2%
16%
80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Not Satisfied Partially Satisfied Satisfied Fully Satisfied
Q1 Q2 Q3
16
on that day, however on the quality of service they received on that day, dropped by 6% on
the third quarter compare with 96% received in the first and second quarter 2011.
Branch overall satisfaction levels comparison
We also compared the overall satisfaction levels between the branches to assess the
performance of the individual branches on customer satisfaction. The NYDA has set its
target at 90% satisfaction; this exercise is to identify those branches that would need to
improve how they treat their customers or clients so as to improve client satisfaction level.
Figure 9 below present the results.
Figure 9: Branch comparison overall satisfaction
The 2011 3rd quarter results indicate that 12 out of 13 branches that participated achieved
the 90% satisfaction level set by the NYDA, the same results as the third quarter 2011 were
also achieved in the second quarter, it is only in the first where all branches managed to
achieve 90% and above target set by the NYDA. The figure 9 results also indicate that three
branches in the third quarter managed to achieve 100%, which is the same achievement
with what was achieved in the second quarter 2011. The branches that achieved 100%
Bloemfontein
Cape Town
Durban
East Lond
on
Johannesburg
Midrand
Nelspruit
Polokwane
Port Elizab
eth
Rustenburg
Secunda
Tshwane
Witbank
1Q 2011 96 94 93 96 93 96 96 95 100 96 100 98 94
2nd Q 2011 94 89 100 97 96 89 100 94 97 94 100 98 97
3rd Q 2011 94 100 98 100 96 86 94 96 100 97 100 95 94
75
80
85
90
95
100
105
1Q 2011 2nd Q 2011 3rd Q 2011
17
satisfaction level in the third quarter is Cape Town, Port Elizabeth and Secunda, and the
results in the figure 9 also shows that there are four branches that managed to achieve
satisfaction levels of over 95% and the branches are Durban, Johannesburg, Polokwane, and
Rustenburg. It is only Midrand in the third quarter that was unable to receive 90%
satisfaction target set by the NYDA regarding its customers.
Suggestion on how NYDA can improve its service to young people
Respondents were further asked to give additional comments or advice on how NYDA can
improve its services and below are some of the themes that emerged from their responses
o Internet utilization
o Dissemination of information
o Utilization of printers
o Visibility in rural areas
o Skills development
o Visit schools
o Maintain Computers
Internet Usage
There are respondents who felt that provision of internet by NYDA is very important and it
must be continued, however the concerns are around the internet which is always down,
the time allocated to use the internet and the limited number of computers. They are of the
view that the number of computers must be increased to minimize standing on a long
queue waiting to use internet.
“We struggle when enquiring about some information the department doesn’t have, so
internet is our solution but for some reason the internet is always down here”
“Addition of computers for internet usage to avoid a long queue”
“At least if you could increase internet time add more 30 minutes which makes it an
hour, and extra PC’s to the number you have now. Thank you”
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Dissemination of information
Some of the respondents advised that NYDA needs to improve on dissemination of
information to young people about the NYDA services that are meant to assist young people
in various aspects of their lives.
“Your promotional programme information is not disseminated as it should be, please
improve information dissemination”
“Implement some field work for the youth who don’t have any idea about the NYDA to
get the information about it”
“Everything was okay; NYDA should spread their information to every youth to make
them aware about their opportunities in life”
Use of printers and USB
A significant number of respondents felt that NYDA should allow them to use the NYDA
printers to print whatever information they obtained while using the Internet; they are
saying at least a minimum of four pages will be reasonable. The other concern is that NYDA
doesn’t allow the usage USB to store information and the main issue is that the NYDA
doesn’t allow the respondents to print the information and while at the same time they are
also not allowed to use USG to store information that they can be able to print somewhere
else.
“At least allow us to print information minimum four pages”
“i would appreciate if we could print or use memory sticks (flash drives)”
“Try to assist us with computers that are well equipped that allows us to insert USB
and also must be maintained on regular basis”
Visibility in rural areas
There are some of the respondent who feel that NYDA is not visible enough especially in
rural areas, and that is the area that some of the respondents would like the NYDA to focus
on; on the basis that, young people in rural areas are not informed about NYDA.
“Bring development in rural areas and small towns and go to the squatter camps
because they lack financially”
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“I just you could build more branches, especially in rural places, otherwise I’m happy
with the service it helps a lot”
“I think you can try to implement mobile units so you can reach rural areas”
“If you can visit the informal settlement, because people there are very poor”
“Make an awareness in rural areas because most of the graduate over there they think
someone will come house to house and give them jobs. Assist people who are
qualified to get employed”
Skills development
The respondents feel that there are a number of young people who don’t have skills in any
field and they believe that NYDA can play a role in addressing the question of skills regarding
young people.
“There are lot of youth who don’t have skills and some they are semi-skilled, so i am
asking you to assist them to find fully training in order to be skilled or qualified”
“I wish there could be more assistance with regards to skills development and training
centres from which these can be accessible, and also more information about learner
hip and internships”
“If NYDA can measure with private sectors, so that it can recruit unemployed youth for
them to partake learning skills like learnerships, interns and work”
Visit schools
There is a common feeling between the respondents that NYDA should visit schools to
inform them about how NYDA can assist them to reach their dreams. The feeling is that
NYDA should start informing young people about any information that can assist young
people at an early stage.
“NYDA should come and visit colleges, universities and high schools to feed
them the information about how NYDA could help them to reach their dreams
or make their future bright”
“NYDA must also go disadvantaged schools especially matriculants”
“I think NYDA must go to primary – tertiary varsity schools and educate young
people by doing so, i think unemployed rate will drop rapidly”
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Maintain Computers
Those that suggested the maintenance of the computers that young people who visit the
NYDA branches use for internet are of the view that NYDA computers are slow and as a
result they spend a lot of time searching for information they need.
“PC was very slow, something need to be done with the operating system”
“We beg you to please make sure that you service computers as we suffer to gain
municipal information and workshop”
“The computers were very slow to open up. Thank you”
Conclusion
A number of interesting things emerged from the study on the basis that the respondents
who are young people made suggestions that are worth considering by the NYDA.
Dissemination of information was one of the issues that young people strongly raised as an
area that NYDA must improve on, the need for information by young people is growing
tremendously considering the fact that for quarter one, two and three 2011 the majority of
young people who visited the NYDA were looking for information. The need for information
by young people is further seen in the demand for internet usage by young people, the
majority of respondents felt that the internet time must be increased to one hour, and some
are proposing that more computers must be made available for young people so that they
don’t have to wait for longer time to access internet to obtain information. Young people
because of their need for information also advised the NYDA to visit rural areas and to even
open NYDA branches in rural areas and the basis for this particular proposal was that young
people in rural areas will be able to easily access information about NYDA products and
services. The need to visit schools was also proposed and the reason cited for the particular
proposal was that the NYDA will be able to provide information to learners that will enables
them to reach their goals, matriculants in rural schools were people cited as people that
NYDA must target for information.
Although there are certain areas that must be improved according to the respondents, they
were however full of praises for NYDA staff who assisted them even though they didn’t
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necessarily give them want they wanted. The NYDA staffs in branches were viewed to be
very helpful in terms providing information and their friendliness in doing so, the
respondents in majority said that the NYDA staff must continue doing the good work that
they are doing for young people. The number of clients captured on the CRM compare with
the responses received from all participating branches is still a challenge that branches need
to address. Even in the 3rd quarter as it happens in the quarter one and two we are still
seeing males than females dominating in terms of visiting the NYDA branches.
It is only Midrand that were unable to achieve 90% target that NYDA has set in terms of
client satisfaction with the services that NYDA is rendering to its clients. It can therefore be
stated that NYDA is doing well in terms customer satisfaction even though there is a room
for improvement.
Recommendations
Recommendations are drawn from the survey and results
NYDA must begin to be visible in remote areas because that is where young people
are faced with enormous challenges ranging from the lack of information about the
NYDA products and services, internet access that could help them do research for
their assignment and even to look for vacancies for employment. Because of
difficulties of young people in rural areas to access information that will give them
hope about their future, it becomes easy for those young people to be despondent.
Mobile units must be considered as a matter of urgency, and youth units in different
municipalities that NYDA is opening for young people must begin to be effective.
Allow young people to print whatever information that they would like to print and
also allow them to make copies of their CV’s and other things. But what should
happen is that those young people must pay a certain amount which is a bit lesser
than the amount they would pay had they gone to an internet cafe or post office. By
so doing you will be minimising the chances of young people abusing the printers by
making copies that they don’t need. And alternatively NYDA can allow young people
22
to use memory sticks to store information that they need to go and make a print out
somewhere else.
Computers that young people use when they visit NYDA branches must be increased
and those computers must be maintained to ensure that they are not too slow
because they waste time for young people who are on the queue to use the
computer.
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Appendix 1: sample of the Customer Satisfaction Questionnaire
CUSTOMER SATISFACTION QUESTIONNAIRE
Demographic Information The National Youth Development Agency is value your
input, this will help us improve our service. It is
through your constructive feedback that we will be
able to provide you with a better service. Please take a
few minutes to complete the survey. Your responses
will remain anonymous and confidential.
Branch Name
Province
Gender Male Female
Date
Name (optional) Contact number
(optional)
Why did you visit the NYDA branch today? (Please make a cross (X) against the relevant service)
Seeking information
Seeking a loan
Seeking a voucher
Seeking training (skills development)
Seeking a job/submitting CV
Seeking business support
Other (specify)
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Level of satisfaction with quality of service
On a scale of 1-4 (4= Fully satisfied; 3= Satisfied; 2 = Partially satisfied; 1= not satisfied) How would you rate your
level of satisfaction with each of the following? Please make a cross (X).
1 The way you were treated at reception today?
2 The staff who assisted you today?
3 The time it took you to get assistance today?
4 The quality of service you received today?
5 The overall satisfaction with the service you received today?
Please give us any additional comments or advice that can assist in improving our services to young people?
25
Appendix 2: Guidelines for administration of customer survey at
branches
1. A satisfaction survey questionnaire has been developed for all branches to be administered is the same month, and same number of days for all the branches. This will eliminate bias in terms of eligibility for NYDA clients to participate in the survey.
2. The branch must print enough questionnaires to satisfy the demand so that all those visiting the branch will be given an opportunity to complete the survey.
3. All branches must have a box where the questionnaire can dropped once the clients have finished their business in the branch.
4. All clients visiting the branch in the specified period of conducting the survey are eligible to complete the survey, except for the following: people who are visiting staff, those accompanying clients and those who are not eligible to receive NYDA services.
5. On the last day of the survey, the box with all the responses must be emptied and all the questionnaires submitted must be courier to the Head Office and addressed to:
6. The branch staff are not allowed to review the questionnaires or make corrections or influence responses of clients.
7. All responses will be sorted at the HQ and those that are incomplete will be eliminated using the process defined by the Research Unit.
8. Any questionnaire response with a date outside the defined period for conducting the survey will be excluded from the data set.
9. No other questionnaire except the official questionnaire will be allowed or used for this survey.
10. Any questions relating to the administration and management of the survey must be directed to: Goodenough Nethengwe on: 011 651 7170 or [email protected] completed questionnaires must be couriered to:
Customer Satisfaction Survey
C/O Goodenough Nethengwe
National Youth Development Agency
Research, monitoring and Evaluation Division
11 Broadwalk Avenue
Halfway House
Midrand
1685