5.3 Research questions This study will address and answer the following key questions: To what extent are the learners satisfied with NAMCOL’s service delivery including its products and operations? What concerns/challenges do they have regarding NAMCOL’s service delivery/products and its operations? What are their suggestions/recommendations to improve the operations and service delivery of NAMCOL? What are the key factors that are required to improve service delivery at NAMCOL? 5.4 Research design The used a qualitative method for data collection with the population all of whom are NAMCOL learners. An open-ended questionnaire was prepared and distributed with suggestion boxes to all four NAMCOL regions including Head Office. Boxes were placed at various strategic places at NAMCOL Regional Offices, Head Office, at the resource centres and the CBLC centre. The boxes were used for the completed questionnaires. Bulk text messages were sent to all enrolled learners/students to inform them about the study, the questionnaires and the location of the suggestion boxes. The questionnaire covered the following aspects: positive aspects of the services, challenges and respondents’ recommendations. The boxes with the questionnaires were placed at these locations for one month, after which they were sent back to the Research Unit for analysis. The data were analysed, using appropriate themes. The following themes were identified: Customer service/service delivery, teaching and learning, materials and facilities, registration and enrolment and other support services. RESULTS AND DISCUSSIONS The part addresses the positive aspects of service delivery, challenges and recommendations on how best to improve service delivery and the general operation of NAMCOL. The responses were categorised as per participating region and identified themes. 6.1 SOUTHERN REGION TEACHING AND LEARNING (MATERIALS AND FACILITIES, PROGRAMMES AND COURSES, REGISTRATION AND ENROLMENT, LEARNER SUPPORT SERVICES AND SERVICE DELIVERY) Positive aspects Respondents were of the opinion that the front desk officers are friendly, helpful and always show a smile. always get good service at reception and I just want to say keep “I going.” They commended the material that NAMCOL offers them. have the best “We material that we need for our studies.” The respondents indicated that teaching is generally good. Communication between
5.3 Research questions This study will address and answer the following key questions: To what extent are the learners satisfied with NAMCOL’s service delivery including its products and operations? What concerns/challenges do they have regarding NAMCOL’s service delivery/products and its operations? What are their suggestions/recommendations to improve the operations and service delivery of NAMCOL? What are the key factors that are required to improve service delivery at NAMCOL? 5.4 Research design The used a qualitative method for data collection with the population all of whom are NAMCOL learners. An open-ended questionnaire was prepared and distributed with suggestion boxes to all four NAMCOL regions including Head Office. Boxes were placed at various strategic places at NAMCOL Regional Offices, Head Office, at the resource centres and the CBLC centre. The boxes were used for the completed questionnaires. Bulk text messages were sent to all enrolled learners/students to inform them about the study, the questionnaires and the location of the suggestion boxes. The questionnaire covered the following aspects: positive aspects of the services, challenges and respondents’ recommendations. The boxes with the questionnaires were placed at these locations for one month, after which they were sent back to the Research Unit for analysis. The data were analysed, using appropriate themes. The following themes were identified: Customer service/service delivery, teaching and learning, materials and facilities, registration and enrolment and other support services. RESULTS AND DISCUSSIONS The part addresses the positive aspects of service delivery, challenges and recommendations on how best to improve service delivery and the general operation of NAMCOL. The responses were categorised as per participating region and identified themes. 6.1 SOUTHERN REGION TEACHING AND LEARNING (MATERIALS AND FACILITIES, PROGRAMMES AND COURSES, REGISTRATION AND ENROLMENT, LEARNER SUPPORT SERVICES AND SERVICE DELIVERY) Positive aspects Respondents were of the opinion that the front desk officers are friendly, helpful and always show a smile. “I always get good service at reception and I just want to say keep going.” They commended the material that NAMCOL offers them. “We have the best material that we need for our studies.” The respondents indicated that teaching is generally good. Communication between
Customers'%20Satisfaction%20Survey%20Report%20October%202014_All%20Regions_Edited_20150326.docx