Company Name: Document No.

Korporeeshiinii Injiinariingii Oromiyaa

የኦሮሚያ ኢንጂነሪንግ ኮርፖሬሽን OF/ECO/GM/081
Engineering Corporation of Oromia
Document Title: Issue No.2 Page No.
Page 1 of 1
Customer Satisfaction Survey Questionnaires
Dear participant,
Engineering Corporation of Oromia (ECO) has been implemented and certified ISO 9001:2015 and
continually working to improve customer satisfaction through providing consistence and quality services to
its customers. We appreciate your business and take your opinion seriously and are committed to make sure
we meet your expectations. As part of ongoing evaluation of our services we would like to ask you a few
questions about your experience of our services. Your responses are confidential and you will not be
identified in the survey results. Please be open and honest with your feedback as this will help us in our
future improvement planning. Your time and genuine response are highly appreciated and thank you in
advance for doing so.
General Information
1. Education status: please Mark “X” in box Infront of your choice
a. Certificate  b. Diploma (Level IV or V)  c. BA/BSc d. MA/MSC X e. PhD
2. Your Position
a. G/Manager or deputy manager  b. Project Manager  c. Contract administration expert
specify if any other :-Resident Engineer___
3. Years of service in your current organization
a. Less than a year  b, 1- 2 years  c, 3-5 years d, more than 5 years X
I In which areas of work your organization/bureau/ministry/authority need our service?

No Specific areas of service your Mark “x” or “” No Specific areas of service Mark “x” or “”
company need from ECO Infront of each your company need Infront of each
listed service you from ECO listed service you
required from ECO required from ECO
1 Irrigation and Energy projects 6 Urban Planning
2 Road & Bridge projects X 7 Laboratory service
3 Building projects 8 Land Use Planning
4 Water resource and Supply 9 Environmental and Social
projects Impact assessment
5 Mining and Geotechnic Works 10 Training service

4. In areas of your selected specific service, you need from ECO how do you rate service quality of
A) Design and study services a) excellent (90-100%) X b) Very Good (80 -90%)
c) Good (70-80%) d) Fair (60-70%) e) Poor (Below 60%)
B) Quality Of contract administration and construction Supervision Services
a excellent (90-100%) b) Very Good (80-90%)  c) Good (70-80%)
d)Fair (60-70%) e) Poor (Below 60%)

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 Company Name: Document No.
Korporeeshiinii Injiinariingii Oromiyaa
የኦሮሚያ ኢንጂነሪንግ ኮርፖሬሽን OF/ECO/GM/081
Engineering Corporation of Oromia
Document Title: Issue No.2 Page No.
Page 2 of 1
Customer Satisfaction Survey Questionnaires
II Instructions: Please think about your personal experience with ECO during the past year.
Then select the appropriate response to each statement below, indicating if you 1. Very dissatisfied 2.
Dissatisfied 3. Neutral 4. Satisfied 5. Very Satisfied
1. Customer Service
Please rank the Customer Service you used, by marking ‘’X’’ as appropriate,
where 5 is highest satisfaction & 1 is very lowest satisfaction
1.The staff of ECO unit (Customer Service) 1 2 3 4 5
 The work units are approachable, Courteous & helpful X
 Know, understand and meet customer need and expectation X
 willingness to serve others with polite, ethical manner X
 Responsiveness in handling complaints &Claims X
 Happy & feel proud to be served in ECO’s work sections
 This unit services enable me to do my job more effectively X
 Overall, how satisfied you were with our services X
2 . Communication
 Clear in written & verbal communication. X
 Effectiveness and timely communication X
 Information on services provided X
3. Timeliness and Instantaneity
 Deliver services within agreed time X
 Timely responsiveness on your requests’ X
4. Quality/Consistency/Accuracy]
 Provide high quality information/services. X
 Provide accurate information/services X
 Completeness and comprehensiveness of project report(s) X
 Performance with respect to service quality. X
5. Value and Knowledge
The work unit enable me to do my job more effectively. X
The work unit has knowledgeable to answer my questions X
6. Cost
 Reduced Cost of non-value added or cost of rework X
 Resources handling & performance against the plan X
7. Professionalism and Ethics
Technical capability and competency of ECO’S professionals’ X
 problem solving skills of assigned professionals’ X
 Professional Ethics on work X
III Open Ended Questions
8. What Do you suggest ECO to build sustainable client-consultant relationships to frame or establish a win-
win approach or to serve mutual interest in the future endeavors?
Have a well-organized Monitor &Evaluations plan system on its projects, act based on legal Agreement
Client dreams are implemented to reality by consultants that why consultant satisfy client interest.
___________________________________________________________________________________
9. a) Strength of ECO :-have high expertise as international on Design team ,Contract administration,
supervision and management, that so each and everything of projects have high quality, Design and
supervision on Risk area , lowland and far from center of Ethiopia .

b) Weaknesses of ECO
1. Have no good studio for design and analysis team
2. Insufficient support of Management at different levels i.e. on site
3. Lack of involvement of stakeholder (assign count part engineer on site)
PLEASE MAKE SURE THAT THIS DOCUMENT IS THE CORRECT VERSION BEFORE USE
 Company Name: Document No.
Korporeeshiinii Injiinariingii Oromiyaa
የኦሮሚያ ኢንጂነሪንግ ኮርፖሬሽን OF/ECO/GM/081
Engineering Corporation of Oromia
Document Title: Issue No.2 Page No.
Page 3 of 1
Customer Satisfaction Survey Questionnaires
4. Education and training on Software, how to monitor and evaluation of project on site engineering less
attain.
5. Most of project have no engineer Accommodation.
6. Top management commitment less.

C, Opportunity for improvements ____________________________________

1. Item listed under weakness
2. Software should be used to share data and other change updates among all project parties.

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