Inquiry

ACCESS TO INFORMATION:


  1. 1. Did you find information about our administration and services easily?

Yes, I found it easily.
Yes, but it took me some time to find it.
Not quite easily.
No, I did not find it easily.

  1. 2. Did the administration personnel respond in a competent way to your inquiries?

Yes, they completely satisfied my expectations.
Yes
No
They were completely incompetent.

  1. 3. Written information (signs, brochures) is clear and easy to understand, accurate and complete:

Yes, I found my way easily.
Yes, but it can be improved.
No
It is quite unclear, incomplete and confusing.

  1. 4. Oral explanations, provided by the personnel are clear and easy to understand, accurate and complete:

Yes, I was completely satisfied.
Yes
They can be more accurate and more understandable.
No, they were neither polite, nor explained.

STAFF ATTITUDE TOWARDS CUSTOMERS:


  1. 1. The staff is polite and shows respect:

Yes, I completely agree.
They could be more polite.
No, I do not agree.

  1. 2. The staff shows understanding to my issue/inquiry:

Yes, they understand it and assist in a competent manner.
Yes, they understand.
No, they do not understand.
They neither understand, nor assist me.

  1. 3. The members of the staff treat me in the same way they treat other customers.

Yes
No

ENVIRONMENT IN WHICH THE SERVICES ARE PROVIDED:


  1. 1. Easy access to the building:

Yes
No

  1. 2. Easy navigation in the building:

Yes
No

  1. 3. Convenient working hours for customer service:

Yes
No

TIME FOR PROVISION OF AN ADMINISTRATIVE SERVICE:


  1. 1. The service was provided for:

Up to 10 minutes.
Between 10 and 15 minutes.
From 15 to 30 minutes.
No service provided at all.

QUALITY ASSESSMENT:


  1. 1. How can you rate the quality of the service provided by the staff members?

Excellent
Very good
Good
Bad
No quality of the service

  1. 2. Which aspect of the servicing do you think most needs to be improved?

Access to information.
Quantity of information provided.
Quality of information provided.
Staff attitude to customers.
Staff knowledge and skills.

  1. 3. Do you have any other recommendations to the municipal administration?


DEMOGRAPHIC INFORMATION:


  1. 1. Your gender is:

Male
Female

  1. 2. Your level of education is:

Higher education – Master degree
Higher education – Bachelor degree
Secondary education
Primary education or a lower level

  1. 3. Your age is:

18 - 25
26 - 35
36 - 45
46 - 55
over 55





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