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1 = Strongly disagree, 2 = Disagree,3 = Not sure, 4 = Agree, 5 = Strongly Agree 1 2 3 4 5
SERVICE LEVEL
1. I am very satisfied with the quality of service from Total Kenya Limited
2. Total's emergency response time is good.
3. Total delivery system is adaptable to requirements.
4. Contact with Total Senior Management is good.
5. Total's way of complaint handling/resolution is professional.
6. Total's communication on product knowledge and new products is satisfactory
7. Total communication on general issues affecting business is effective.
ORDERS
8. Total's customer service policies on order delivery are known.
9. Total respond to queries promptly.
10. Relevant and timely explanation is provided incase of any delays.
11. Total takes orders accurately.
12. The channel for order placement is known.
13. Orders are followed up before delivery.
14. Delivered quantities are are same as invoiced quantities
15. Feedback information from the relevant contact person is relevant and reliable.
HEALTH SAFETY ENVIRONMENT AND QUALITY
16. Total's delivery trucks meet safety/quality standards.
17. Banners are clear and strategically placed at Total.
18. Total employees are mindful of third party safety.
19. Quality is a collective responsibility concept embraced by all at Total employees.
20. Total offers quality product.
21. Total waste disposal system is environmentally friendly.
TRANSACTIONS
22. Total's prices are competitive.
23. Total's credit terms are competitive.
24. Total's invoices always match the quotation given.
25. Credit notes are received as and when due.
26. My preferred mode of payment to settle accounts with Total is used.
27. Invoices and other delivery documentations are easily understandable
28. Total's adoption of new and modern methods of business transaction eg MPESA payments and on-line odering adds value to my business
29. Total replaces any inaccurate accounting documents in good time
OVERALL RELATIONSHIP
30. I would recommend Total Kenya Limited to others.
RESPONDENT COMMENTS