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Questionnaire on Customer Satisfaction Survey on BRELA services

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The Business Registrations and Licensing Agency (BRELA) is conducting a survey to obtain stakeholders’ views on the services it provides through the Online Registration System (ORS) and Tanzania National Business Portal (TNBP). The results of this survey will be used to develope measures for improvement of organizational efficiency in performing its mandate. You are therefore, requested to participate in this survey by filling this questionnaire. We guarantee confidentiality of the provided information and the collected information will be used only for the indended purpose of collecting stakeholders’ views. It may take approximately 5 minutes to complete the questionnaire. If you have any questions please contact focal staff through the below mentioned mobile phone numbers: +255 786 232386 and +255 713 909038 

 

CONFIDENTIAL 

There are 19 questions in this survey.
SECTION A:RESPONDENT'S GENERAL INFORMATION
(This question is mandatory)
1 Question1

Full Name of company/firm/individual

SECTION B:RESPONDENT'S BUSINESS INFORMATION
(This question is mandatory)
2 Question2

Type

(This question is mandatory)
3 Question3

Main Business activity

(This question is mandatory)
4 Question4

Sex of a respondent:

(This question is mandatory)
5 Question5

Age of a respondent

(This question is mandatory)
6 Question6

Designation of a respondent

SECTION C: SATISFACTION WITH BRELA SERVICES
(This question is mandatory)
7 Question7

Is your Business Name/Company/Trade Mark/Industry/business registered or licensed with BRELA?

8 Question8

If not registered/licenced, are you interested and willing to register/obtain a licence?

9 Question9

If ’No’, please indicate the reasons

(This question is mandatory)
10 Question10

Which of the following services have you obtained from BRELA? [multiple responses are allowed]

(This question is mandatory)
11 Question11

Are you satisfied with the general services offered by BRELA?

(This question is mandatory)
12 Question12

Please indicate if you are satisfied with the following services offered by BRELA

13 Question13

For the services that you are not satisfied with, please provide reasons

14 Question14

Have you ever faced with any challenge(s) in accessing and using the BRELA’s online registrations/licensing systems? (ORS or TNBP )

15 Question15

If ’Yes’, mention the challenges you faced;

(This question is mandatory)
16 Question16

Please suggest improvements (if any) to be made to the ORS and/or TNBP systems;

SECTION D:CUSTOMERS' PERCEPTION ON BRELA
(This question is mandatory)
17 Question17

Please rate the following aspects of BRELA services on a scale of 1-5, 1 being the worst and 5 being the best

Availability of the ORS system
Transparency of various requirements and procedures
Comfortability of the waiting area
Language used by staff in attending customers’ needs
Accessibility of BRELA offices
Clarity of instruction s provided by staff
Staff competency in responding to customers’ questions
Integrity of the BRELA staff
Cost of the services
Confidentiality of customers’ information
Complaint s handling and resolution
Response s to customer queries
Customer care
Timeliness of service delivery
Availability of the TNBP system
18 Question18

Provide reasons for aspects you are not satisfied with;

(This question is mandatory)
19 Question19

Suggest improvements (if any) to be made by BRELA to improve its services;

 
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