5 BILLING 5.1 Understanding KPLC Billing Customer knowledge of bill Concepts 5.2 Satisfaction with billing/Top Up Pre-Paid and Post Paid 5.3 Awareness, Usage and Preference of KPLC Offices, Easy Pay Partners (Refer to Payment Channels Mobile Payment. Appendix II), 5.4 Awareness of late payment penalties Post-paid customers and disconnection 5.5 Satisfaction with disconnection and Customer handling during disconnection and reconnection process reconnection 6 COMPLAINT HANDLING 6.1 Incidence and type of complaints to Frequency of issues complaint by customers KPLC 6.2 Channel and channel preference Which channels are customers using to complain to KPLC 6.3 Resolution and satisfaction Are the customers satisfied with how the issues were resolved 7 BRAND AND ADVERTISING 7.1 Brand presence index A score on the perception of brand visibility. 7.2 Advertising Awareness and impact Top of mind & Prompted, advertising influence of decisions, 7.3 Sources of awareness Top of mind 7.4 Brand Image Index A score on the brand perception on Kenya Power by customers. 8 CORPORATE SOCIAL RESPONSIBILITY 8.1 Awareness, Impact and Preference of Checking for alignment to customer KPLC CSR activities expectations 9 NEW CUSTOMER CONNECTION 9.1 Awareness of new connection process Last mile and slum connection policies 9.2 Time taken and satisfaction with New connection
5 BILLING 5.1 Understanding KPLC Billing Concepts Customer knowledge of bill 5.2 Satisfaction with billing/Top Up Pre-Paid and Post Paid 5.3 Awareness, Usage and Preference of Payment Channels KPLC Offices, Easy Pay Partners (Refer to Appendix II), Mobile Payment. 5.4 Awareness of late payment penalties and disconnection Post-paid customers 5.5 Satisfaction with disconnection and reconnection process Customer handling during disconnection and reconnection 6 COMPLAINT HANDLING 6.1 Incidence and type of complaints to KPLC Frequency of issues complaint by customers 6.2 Channel and channel preference Which channels are customers using to complain to KPLC 6.3 Resolution and satisfaction Are the customers satisfied with how the issues were resolved 7 BRAND AND ADVERTISING 7.1 Brand presence index A score on the perception of brand visibility. 7.2 Advertising Awareness and impact Top of mind & Prompted, advertising influence of decisions, 7.3 Sources of awareness Top of mind 7.4 Brand Image Index A score on the brand perception on Kenya Power by customers. 8 CORPORATE SOCIAL RESPONSIBILITY 8.1 Awareness, Impact and Preference of KPLC CSR activities Checking for alignment to customer expectations 9 NEW CUSTOMER CONNECTION 9.1 Awareness of new connection process Last mile and slum connection policies 9.2 Time taken and satisfaction with New connection
mEuEUl3LBC0N_TENDER%20DOCUMENT%20-%20FOR%20PROVISION%20OF%20CUSTOMER%20SATISFATCION%20SURVEY%20SERVICES%2009.03.2017.docx