SADPMR CUSTOMER SATISFICATION QUESTIONNAIRE

Thank you for participating in this survey that is being conducted by South African Diamond and Precious Metals Regulator. The aim of the survey is to get your opinion on the services offered by South African Diamond and Precious Metals. We encourage you to provide your honest opinion. The information you provide will remain confidential and the results will be analysed and reported to the South African Diamond and Precious Metals Board. as such no findings will be directly attribute to you as an individual.

1. Which industry are you representing?


Precious Metals Industry
Diamond Industry
Supply Chain Management (Procurement)
Public

2. Which services were you requiring from SADPMR?


Licensing
Billing of J-registers
Diamond inspectorate services
Precious Metals Precious Metal Services
Communication
Diamond Export and Exchange Centre
Information Communication Technology
Government Diamond Valuator
Security services
Human Resources Management (recruitment)
Supply Chain Management (Procurement)

3. Level of satisfication with services rendered by SADPMR.


Information Very Dissatisfied Dissatisfied Neither Nor Satisfied Very satisfied
1. My customer service representative was polite and patient
2. My customer service representative was knowledgeable about the issue I was experiencing
3. My customer service representative listened carefully and was responsive to my questions
4. My customer service representative helped me without putting me on hold


4. How would you rate the quality of service rendered by SADPMR?


Quality of service Very poor Poor Average Good Excellent
Please rate the quality of service offered by SADPMR to its clients
Please rate the quality of service in terms of reliability and consistency

5. On the scale of 1 to 5 where 1 is “not effective at all and 5 is Very Effective”


AFFORDABILITY 1 2 3 4 5
Is the cost/fee of SADPMR services affordable


ATTITUDE Very poor Poor Average Good Excellent
1. SADPMR officials/staff treat you with respect
2. SADPMR staff members provide high quality service
3. SADPMR staff members are courteous
4. SADPMR officials/staff are transparent and accountable
5. Employees at SADPMR are well trained in their roles/ are knowledgeable about what they do

6. On the scale of 1 to 5 where 1 is “not effective at all and 5 Very Effective” how would you rate SADPMR officials/ staff competence?


COMPETENCE Very poor Poor Average Good Excellent
1. SADPMR officials/ staff are knowledgeable in their line of duty
2. SADPMR official/staff are proficient in diamond and precious metals issues
3. SADPMR officials/staff uphold integrity and ethical conduct
4. SADPMR officials/staff deal with problems/queries effectively
5. SADPMR officials/staff upholds firmness and fairness in rendering services


6. On the scale of 1 to 5 where 1 is “not effective at all and 5 is very effective" how would you rate SADPMR accessibility?


Accessbility Very poor Poor Average Good Excellent
1. Ease to access SADPMR through the phone
2. Ease to access SADPMR through email
3. Ease to access SADPMR offices
4. Ease to access services from SADPMR
5. Ease to access diamond tenders
6. Ease to import and export of diamonds
7. Ease to access Government Diamond valuation services
8. Ease to Access SADPMR registers (Diamond and Precious Metals)
9. Ease to access information from SADPMR
10. Ease for SADPMR to provide relationship support to industry



7. On the scale of 1 to 5 where 1 is “not effective at all and 5 is “Very Effective” how would you rate Relationship between SADPMR and its stakeholder?



1 2 3 4 5



8. Handling of queries by SADPMR


On the scale of 1 to 5 where 1 is “not effective at all and 5 is “Very Effective” how would you rate enquiries handling by SADPMR?


Yes No
Was your enquiry handled well by SADPMR
Was your enquiry resolved by SADPMR

Thank you

Thank you for participating in this survey that is being conducted by South African Diamond and Precious Metals Regulator. We make notes of every single response that we receive, and your feedback really makes a difference.


Contact Details

Head Office

Johannesburg

251 Fox Street Entrance: Cnr Berea & Fox Street SA Diamond Centre Johannesburg Tel: +27 11 223 7000 Fax: +27 11 334 8980

info@sadpmr.co.za


Satellite offices

Cape Town

CN0.9 Riebeeck Street
Atterbury House, 10th Floor
Cape Town 8001
Tel: +27 21 427 1070
Fax: 086 612 4907


Durban

3rd floor, Durban bay house 333 Smith Street (Anton lembede) Durban 4000
Tel: 27 31 335 9677 Fax: 27 31 301 6950


Kimberley

41 Drakensberg avenue Cartersglen, Corner Drakensberg Ave and Schmidtsdrift road Kimberley 8301 Tel: +27 53 831 3121 Fax: +27 53 831 3184

 

Anti-Corruption Hotline

0800 701 701


Access to information:

info@sadpmr.co.za

 

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