TEC Customer Satisfaction Survey

Thank you for taking part in the Tertiary Education Commission (TEC) Customer Satisfaction Survey.
The TEC is committed to continuous improvement, and your feedback is an important way for us to understand how well we currently do things, and how we can do things better.
Please help us improve our service to you by answering these questions. It should only take 3-5 minutes to complete this survey.
NOTE: If you have any comments or concerns that require a response, then please email us at servicecentre@tec.govt.nz.

1. Thinking about the times you have contacted the TEC in the last year, please tick each of the methods you have used.

Thinking about the times you have contacted the TEC in the last year, please tick each of the methods you have used. Email

Phone Call

Fax

Face to Face

Website

Other (please specify)

2. When contacting the TEC, who did you have contact with?

When contacting the TEC, who did you have contact with? The Service Centre

Investment Manager or Advisor

Other (please specify)

3. Which method of contact did you use most recently?

Which method of contact did you use most recently? Email

Phone Call

Face to Face

Website

Fax

Other (please specify)

4. When did you last contact the TEC?

When did you last contact the TEC? within the past week

within the past month

within the past 3 months

within the past year

For each of the statements below, please rate a) your level agreement with the statement, and b) how important this aspect of service is for you.

5. For each of the statements below, please rate your level of agreement with the statement.

	Strongly Disagree				Strongly Agree	N/A
a. Staff were competent	*For each of the statements below, please rate your level of agreement with the statement. a. Staff were competent Strongly Disagree	a. Staff were competent	a. Staff were competent	a. Staff were competent	a. Staff were competent Strongly Agree	a. Staff were competent N/A
b. Staff did what they said they would do	b. Staff did what they said they would do Strongly Disagree	b. Staff did what they said they would do	b. Staff did what they said they would do	b. Staff did what they said they would do	b. Staff did what they said they would do Strongly Agree	b. Staff did what they said they would do N/A
c. I was treated fairly	c. I was treated fairly Strongly Disagree	c. I was treated fairly	c. I was treated fairly	c. I was treated fairly	c. I was treated fairly Strongly Agree	c. I was treated fairly N/A
d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account Strongly Disagree	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account Strongly Agree	d. I feel my individual circumstances were taken into account N/A
e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent Strongly Disagree	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent Strongly Agree	e. It’s an example of good value for tax dollars spent N/A

6. For each of the statements below, please rate how important this aspect of service was for you.

	Not at all important				Very important	N/A
a. Staff were competent	*For each of the statements below, please rate how important this aspect of service was for you. a. Staff were competent Not at all important	a. Staff were competent	a. Staff were competent	a. Staff were competent	a. Staff were competent Very important	a. Staff were competent N/A
b. Staff did what they said they would do	b. Staff did what they said they would do Not at all important	b. Staff did what they said they would do	b. Staff did what they said they would do	b. Staff did what they said they would do	b. Staff did what they said they would do Very important	b. Staff did what they said they would do N/A
c. I was treated fairly	c. I was treated fairly Not at all important	c. I was treated fairly	c. I was treated fairly	c. I was treated fairly	c. I was treated fairly Very important	c. I was treated fairly N/A
d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account Not at all important	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account	d. I feel my individual circumstances were taken into account Very important	d. I feel my individual circumstances were taken into account N/A
e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent Not at all important	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent	e. It’s an example of good value for tax dollars spent Very important	e. It’s an example of good value for tax dollars spent N/A

7. Before going to the TEC for this service, what quality of service did you expect?

Before going to the TEC for this service, what quality of service did you expect? 1 - Very poor service

5 - Very good service

8. Looking back how did the service you got from the TEC compare to what you expected?

Looking back how did the service you got from the TEC compare to what you expected? 1 - Much worse than I expected

5 - Much better than I expected

9. How satisfied were you with the overall quality of service delivery?

How satisfied were you with the overall quality of service delivery? 1 - Very dissatisfied

5 - Very satisfied

10. What are the top three things that the TEC can do to improve its service delivery?

What are the top three things that the TEC can do to improve its service delivery?

Thank you for participating in the TEC Customer Satisfaction Survey. Your feedback is valuable and helps us to continually improve our service to you. We greatly appreciate your time and feedback.
If you have any further comments or concerns, please email us at servicecentre@tec.govt.nz, or phone us on 0800 601 301.

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