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CUSTOMER SATISFACTION SURVEY

Please tick with a checkmark sign (ü) where appropriate. Your honest feedback is appreciated.

 

  1. How often do you typically use the railway services?

o Daily

o Weekly

o Once a month

o Once a year

o Rarely

 

  1. How would you rate the quality of our service?

o Excellent

o Good

o Poor

o Fair

 

  1. Which of our railway stations did you make use of?

o Lagos

o Ibadan

o Enugu

o Minna

o Abuja

 

  1. Which of the railway services did you use?

o Freight

o Passenger

o Both

 

  1. How would you rate the value for money of the railway service?

o Very satisfactory

o Satisfactory

o Unsatisfactory

 

  1. How would you rate the timeliness of the railway service and adherence to time schedules?

o Excellent

o Good

o Poor

o Fair

 

  1. How would you rate the overall condition of the train (locomotives & coaches/wagons)?

o Excellent

o Good

o Poor

o Fair

 

  1. How would you rate the overall condition of the toilet facilities in the railway station?

o Excellent

o Good

o Poor

o Fair

 

  1. Why did you choose the railway service rather than other means of transportation?

o Cheaper means of transport

o More effective means of transport

o Better means of transporting goods

o No other transportation option available

 

  1. How would you rate the friendliness and manner of approach of the railway station staff?

o Very satisfactory

o Satisfactory

o Unsatisfactory

o Very unsatisfactory

 

  1. How effective is the communication in terms of information passed relating to your Journey?

o Effective

o Ineffective

o No public address system available

 

  1. Was there a signage or other means of information dissemination indicating travel time, schedules and travel routes in the railway station?

o Yes

o No

o Didn’t notice

 

  1. How would you rate our response to your previous questions and concerns about our service?

o Timely

o Delayed

o No response

 

  1. Would you recommend the railway service to a friend or colleague?

o Definitely

o Maybe

o Would not recommend

 

 

 

 

We appreciate your contributions and recommendations. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

 

  1. Did you encounter any safety or security concern while using our service? Please state.

 

 

 

 

 

 

 

 

  1. Please share with us a few things our railway service could do better.

 

 

 

 

 

 

 

 

  1. Please share with us your thoughts on the ease of accessibility of the railway station. Was it easy to find and make use of the services?