Department of Sport, Arts, Culture and recreation

FREE STATE BATHO PELE CUSTOMER SATISFACTION SURVEY

Customer Satisfaction Survey


Thank you for taking the time to participate in the survey. Your feedback is valuable and will assist the
Department inimproving the quality, accessibility, and responsiveness of it's services. Please answer
honestly. There are no right or wrong answers - your views matter. Kindly mark your chosen response with
an "x" or provide a short written answer where applicable.

Section 1: Biographical Information

Email address:
1.1 Race:
African Coloured Indian/Asian White Other Specify:
1.2 Gender:
Male Female Other Prefer not to say Specify:
1.3 Age Group:
<20 20-29 30-39 40-49 50+

Section 2: Service Usage

2.1 Which service did you receive from the Department?
Sport Arts Culture Recreation None
2.2 How often do you use our services?
Weekly Monthly Quarterly Twice a year Never

Section 3: Service Quality Assessment

3.1 CONSULTATION
3.1.1 How often does the department consult you about the services it provides?
Very Poor Poor Fair Good Excellent
3.1.2 Do you feel that your views and suggestions are considered when services are planned or improved?
Very Poor Poor Fair Good Excellent
3.1.3 How would you rate the department's communication about participation opportunities?
Very Poor Poor Fair Good Excellent
3.2 SERVICE STANDARDS
3.2.1 Are you aware of the service standards or turnaround times?
Never Rarely Sometimes Often Always
3.2.2 How satisified are you that the department meets its stated service standards?
Never Rarely Sometimes Often Always
3.2.3 How consistently are services delivered according to these standards?
Never Rarely Sometimes Often Always
3.3 ACCESS
3.3.1 How easy is it for you to access the departments services?
Very Poor Poor Fair Good Exellent
3.3.2 Are services accessible to people with disabilities and those in rural aeas?
Very Poor Poor Fair Good Exellent
3.3.3 What barriers, if any, make it difficult for you to access services?
3.4 COURTESY
3.4.1 How would you rate the courtesy and respect shown by staff?
Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied
3.4.2 Do officials listen attentively and treat you with dignaty?
Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied
3.4.3 How satisfied are you with the helpfulness of our officials?
Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied
3.5 INFORMATION
3.5.1 Information about services, requirements and procedures is clear and accurate.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.5.2 Information is provided in a language and format that is easy to understand.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.5.3 I know where to find information about my rights and responsibilities as a service user.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.6 OPENNESS AND TRANSPARENCY
3.6.1 The department operates in and open and transparent manner.
Very Poor Poor Fair Good Excellent
3.6.2 I am informed about how decisions are made and how resources are used.
Very Poor Poor Fair Good Excellent
3.6.3 Information about departmental performance is accessible and clear.
Very Poor Poor Fair Good Excellent
3.7 REDRESS QUESTION
3.7.1 There is a clear process for lodging complaints or service-related issues.
Never Rarely Sometimes Often Always
3.7.2 The department responds effectively to complaints or concerns.
Never Rarely Sometimes Often Always
3.7.3 I have received feedback or corrective action after lodging a complaint.
Never Rarely Sometimes Often Always
3.8 VALUE FOR MONEY
3.8.1 The department uses public resources efficiently and effectively.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.8.2 Services provided offer good value relative to the time, cost, or effort involved.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.8.3 Departmental services have improved over time.
Strongly Disagree Disagree Neutral Agree Strongly Agree
3.9 OVERALL SERVICE EXPERIENCE
3.9.1 Overall, how satisfied are you with the quality of services provided?
Very Poor Poor Fair Good Excellent

Section 4: Open Feedback

Thank you for your participation! Your feedback will help us improve service delivery in line with the Batho Pele Principles

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