Client Service Centre Online Survey Prize

The management of the Client Service Centre (CSC) views the continuous monitoring of the client satisfaction levels in the CSC as a priority. It was decided that during 2009 specific processes in the CSC would be monitored more intensively in order to ensure that service delivery is of the highest standard. The first survey focused on the registration process at the CSC, which happens in the first month of the academic calendar.  

The main aim of the investigation was to measure the service delivery in the CSC during the registration process. It focuses on the service delivery at various service points within the CSC, which includes the following service desks:

• General Enquiries;
• Payments;
• Parking Discs;
• Student Cards;
• Bursaries and Loans;
• International Office;
• Student Accounts;
• Student Advisors;
• Residences;
• Groenkloof Campus CSC;
• Career Placement Centre

The specific service attributes which were tested at the various service points included the following:

• the efficiency, accuracy, and speed of service;
• the friendliness, helpfulness and professionalism of staff;
• the manner in which requests were handled.