Call Center Customer Satisfaction Survey

The call was answered quickly?

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
The call was answered quickly?	Totally DisagreeThe call was answered quickly? Totally Disagree	DisagreeThe call was answered quickly? Disagree	NeutralThe call was answered quickly? Neutral	AgreeThe call was answered quickly? Agree	Totally AgreeThe call was answered quickly? Totally Agree

Mohala u arabetsoe kapele?

Econet call centre consultant was friendly

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
Econet call centre consultant was friendly	Totally DisagreeEconet call centre consultant was friendly Totally Disagree	DisagreeEconet call centre consultant was friendly Disagree	NeutralEconet call centre consultant was friendly Neutral	AgreeEconet call centre consultant was friendly Agree	Totally AgreeEconet call centre consultant was friendly Totally Agree

Mosebeletsi oa call centre u ne a nthusa ka mofuthu

Econet call centre consultant was very helpful

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
Econet call centre consultant was very helpful	Totally DisagreeEconet call centre consultant was very helpful Totally Disagree	DisagreeEconet call centre consultant was very helpful Disagree	NeutralEconet call centre consultant was very helpful Neutral	AgreeEconet call centre consultant was very helpful Agree	Totally AgreeEconet call centre consultant was very helpful Totally Agree

Basebeletsi ba call centre ba ile ba nthusa haholo

Econet call centre consultant asked if there was anything else I needed to be assisted with

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
Econet call centre consultant asked if there was anything else I needed to be assisted with	Totally DisagreeEconet call centre consultant asked if there was anything else I needed to be assisted with Totally Disagree	DisagreeEconet call centre consultant asked if there was anything else I needed to be assisted with Disagree	NeutralEconet call centre consultant asked if there was anything else I needed to be assisted with Neutral	AgreeEconet call centre consultant asked if there was anything else I needed to be assisted with Agree	Totally AgreeEconet call centre consultant asked if there was anything else I needed to be assisted with Totally Agree

Mosebeletsi oa call centre o ile a botsa na ke hloka thusa ka ho hong

My query was resolved timeously

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
My query was resolved timeously	Totally DisagreeMy query was resolved timeously Totally Disagree	DisagreeMy query was resolved timeously Disagree	NeutralMy query was resolved timeously Neutral	AgreeMy query was resolved timeously Agree	Totally AgreeMy query was resolved timeously Totally Agree

Kopo ea a e ile ea sebetsoa ka nako

Econet whatsapp chatbot was helpful

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
Econet whatsapp chatbot was helpful	Totally DisagreeEconet whatsapp chatbot was helpful Totally Disagree	DisagreeEconet whatsapp chatbot was helpful Disagree	NeutralEconet whatsapp chatbot was helpful Neutral	AgreeEconet whatsapp chatbot was helpful Agree	Totally AgreeEconet whatsapp chatbot was helpful Totally Agree

Econet WhatsApp chatbot e ile ea nthusa haholo

How did you contact Econet for assistance?

U buile le basebeletsi ba Econet ka mokhoa ofe?

Econet communicated well/clearly with me

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
Econet communicated well/clearly with me	Totally DisagreeEconet communicated well/clearly with me Totally Disagree	DisagreeEconet communicated well/clearly with me Disagree	NeutralEconet communicated well/clearly with me Neutral	AgreeEconet communicated well/clearly with me Agree	Totally AgreeEconet communicated well/clearly with me Totally Agree

Econet e buile le ‘na ka tsela e hlakileng

My service above was available when and how I wanted it

	Totally Disagree	Disagree	Neutral	Agree	Totally Agree
My service above was available when and how I wanted it	Totally DisagreeMy service above was available when and how I wanted it Totally Disagree	DisagreeMy service above was available when and how I wanted it Disagree	NeutralMy service above was available when and how I wanted it Neutral	AgreeMy service above was available when and how I wanted it Agree	Totally AgreeMy service above was available when and how I wanted it Totally Agree

Ts’ebeletso tsohle li ne li le teng ka linako tsohle ha ke li hloka

On a scale of 1 to 5? Where 1 is strongly dissatisfied and 5 being extremely satisfied. How would you rate your experience with Econet Call Centre?

Re kala ho khotsofala le ho se khotsofale holima hlano, 1 e bolela hose khotsofale hohang, 5 e bolela u khotsofetse ka botlalo U Ka fana lintlha tse kae ho Econet Call Centre ka lits’ebeletso tseo u li fuoeng

On a scale of 1 to 5? Where 1 is strongly dissatisfied and 5 being extremely satisfied. How would you rate the treatment that the Call Centre Agent gave you

Re kala ho khotsofala le ho se khotsofale holima hlano, 1 e bolela hose khotsofale hohang, 5 e bolela u khotsofetse ka botlalo.U ka fana ka ntlha tse kae ho Latela na u sebelelitsoe joang ke motho a na u thusa?

On a scale of 1 to 5? Where 1 is strongly dissatisfied and 5 being extremely satisfied. How would you rate your experience with Econet Call Centre?

Kala khotsofalo ea hau sekaleng ho tloha ho 1 ho isa ho 5, moo 1 e bolelang hore ha ua khotsofala ha 5 e bolela hore u khotsofetse haholo. U ka fa ts'ebeletso eo u e fuoeng call centre bokae?

On a scale of 1 to 5? Where 1 is not too easy and 5 is very easy. 4.1 How easy was it to get the service that you required from the call centre?

Sekaleng ho tloha ho 1 ho isa ho 5, moo 1 e bolelang hore ho no le thata haholo ha 5 e bolela hore ho no le bonolo haholo. Ho bile bonolo ha kae ho fumana lits’ebeletso tse o neng u li batla call centre?

Were you satisfied with the service you got from the call centre?

Yes
No

U ne u khotsofetse ke ts’ebeletso eo u e fumaneng call centre

Extremely unlikely Extremely likely
0	1	2	3	4	5	6	7	8	9	10

Now, using a scale of 1 to 10 where 1 means you are extremely unlikely to recommend and 10 means you are extremely likely to recommend how likely or unlikely are you to recommend (Econet), to others?

O kala holima leshome 1 e bolela ho se khothalletse hohang,10 e bolela u khothalletsa ka botlalo, u ka fana lintlha tse kae ho Econet?

Extremely unlikely Extremely likely
0	1	2	3	4	5	6	7	8	9	10

Now, using a scale of 1 to 10 where 1 means you are extremely unlikely to recommend and 10 means you are extremely likely to recommend how likely or unlikely are you to recommend (Vodacom), to others?

O kala holima leshome 1 e bolela ho se khothalletse hohang,10 e bolela u khothalletsa ka botlalo, u ka fana lintlha tse kae ho Vodacom?

Could you kindly explain why you have given a score of the score you gave above regarding your likelihood to recommend (Econet), to others?

Hlalosa na hobaneng u fane ka lintlha tseo u faneng ka tsona bala karabo ea sekala ho question 6) karabong ea potsong e kaholimo ka Econet

Could you kindly explain why you have given a score of the score you gave above regarding your likelihood to recommend (Vodacom), to others?

Hlalosa na hobaneng u fane ka lintlha tseo u faneng ka tsona karabong ea potsong e kaholimo ka Vodacom