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1) The terms and conditions of your right to service are negotiated.

Question 1
40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly agree Question 1

Particulars Strongly disagree Disagree Neutral Agree Strongly agree

No of respondents 12 34 38 14 2

Analysis: From the above table it can be found out that, out of 100 respondents, 12 respondents said that they strongly agree, 34 of them said that they disagree, while 38 of them said that they are uncertain,and out of remaining 16, 14 agreed to it and rest 2 of them strongly agreed to it.

Interpretation: from the analysis made it can be interpreted that majority of respondents do not agree that the terms and conditions of their right to service are negotiated. While most of them are neutral towards it, and only few of them agree to it.

2) The service, physical facilities, equipment, staff, and communication materials are accessible.

Series 1
60 50 40 30 20 10 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 2 Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 0 12 22 52 14

Analysis: From the above table it can be found out that, out of 100 respondents, 14 respondents said that they strongly agree, 12 of them said that they disagree, while 22 of them said that they are uncertain, and out of remaining 66, 52 agreed to it and rest 14 of them strongly agreed to it. Interpretation: from the analysis made it can be interpreted that majority of respondents agreed that the service, physical facilities, equipment, staff, and communication materials are easily accessible. While most of them are uncertain towards it, and only few of them disagree to it

3) Poor Information, advice and support on potential funding sources are made available to you

Series 1
30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 3 Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 4 22 22 22 30

Analysis: From the above table it can be found out that, out of 100 respondents, 4 respondents said that they strongly disagree, 22 of them said that they disagree, while 22 of them said that they are uncertain, and out of remaining 52, 22 agreed to it and rest 30 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents strongly agreed that poor information are advice and support on potential funding sources are made available. While most of them are uncertain, disagree, agree are equal towards it, and only one of them are strongly disagree to it.

4)

Staff provide prompt and timely service to you

Series 1
40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 4 Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 10 5 15 40 30

Analysis: From the above table it can be found out that, out of 100 respondents, 10 respondents said that they strongly disagree, 5 of them said that they disagree, while 15 of them said that they are uncertain, and out of remaining 70, 40 agreed to it and rest 30 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents Strongly agreed that Staff provide prompt and timely service. While most of them are uncertain, towards it, and some of them are strongly disagree to it.

5) Your complaints are constructively handled

Series 1
40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 5 Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 3 20 19 36 22

Analysis: From the above table it can be found out that, out of 100 respondents, 3 respondents said that they strongly disagree, 20 of them said that they disagree, while 19 of them said that they are uncertain, and out of remaining 58, 36 agreed to it and rest 22 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents strongly agreed that complaints are constructively handled. While some of them are disagree and uncertain towards it, and only few of them disagree to it

6)

A flexible service is provided to meet your individual rights

Series 1
35 30 25 20 15 10 5 0 Series 1

Table 6 Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 9 14 17 31 29

Analysis: From the above table it can be found out that, out of 100 respondents, 9 respondents said that they strongly disagree, 14 of them said that they disagree, while 17 of them said that they are uncertain, and out of remaining 60, 31 agreed to it and rest 29 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents Strongly agreed that the flexible service is provided to meet individual rights.. While most of them are uncertain towards it, and only few of them disagree to it

7) Staff are polite and courteous with you

Series 1
60 50 40 30 20 10 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 7
Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 4 8 20 52 16

Analysis: From the above table it can be found out that, out of 100 respondents, 4 respondents said that they strongly disagree, 8 of them said that they disagree, while 20 of them said that they are uncertain, and out of remaining 68, 52 agreed to it and rest 16 of them strongly agreed to it.

Interpretation: From the analysis made it can be interpreted that majority of respondents 68% agreed that the staff are polite and courteous. While 20% uncertain towards it, and only few of them disagree to it.

8) Staff are willing to listen to your individual point of view.

Series 1
50 45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

Table 8
Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 2 4 11 47 36

Analysis: From the above table it can be found out that, out of 100 respondents, 2 respondents said that they strongly disagree, 4 of them said that they disagree, while 11 of them said that they are uncertain, and out of remaining 83, 47 agreed to it and rest 36 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents 83% agreed that the staff are willing to listen each individual as a point of view. While 11% uncertain towards it, and only 6% of them disagree to it.

9) Staff communicate in a language that you understand

Series 1
70 60 50 40 30 20 10 0 Strongly Disagree Disagree uncertain Agree Strongly Agree Series 1

Table 9
Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 0 0 3 63 34

Analysis: From the above table it can be found out that, out of 100 respondents, none of the respondents said that they strongly disagree as well as disagree, while 3of them said that they are uncertain, and out of remaining 97, 63 agreed to it and rest 34 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents 96% agreed that the staff communicate in a language that they understand clearly. While remaining 3% uncertain towards it, none of them are strongly disagreed.

10) Complete and accurate information is provided to you in good time

Series 1
45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly agree Series 1

Table 10
Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 4 6 9 43 38

Analysis: From the above table it can be found out that, out of 100 respondents, 4 respondents said that they strongly disagree, 6 of them said that disagree, while 9 of them said that they are uncertain, and out of remaining 81, 43 agreed to it and rest 38 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents 81% agreed that the complete and accurate information is provided to respondent clearly. While most of them are uncertain towards it, few of them are strongly disagreed.

11) Staff reassure you in terms of your personal anxieties, concern and problems.

Series 1
25 20 15 Series 1 10 5 0 Strongly disgree Disagree uncertain Agree Strongly Agree

Table 11
Particulars Strongly disagree Disagree Uncertain Agree Strongly agree No of respondents 15 16 20 25 24

Analysis: From the above table it can be found out that, out of 100 respondents, 15respondents said that they strongly disagree 16of them are disagree, while 20of them said that they are uncertain, and out of remaining 49, 25agreed to it and rest 24 of them strongly agreed to it. Interpretation: From the analysis made it can be interpreted that majority of respondents are agreed that the staff communicate in a language that they understand clearly. While remaining 3% uncertain towards it, none of them are strongly disagreed.

12) Staff are sympathetic to your individual needs, while respecting your privacy

Series 1
40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

13) Staff respect your confidence and feelings

Series 1
45 40 35 30 25 20 15 10 5 0 Strongly Disagree Disagree Uncertain Agree Strongly agree Series 1

14) You feel safe inner the care of staff

Series 1
60 50 40 30 20 10 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

15) The requires level of service is delivered with clearly stated terms and conditions

Series 1
60 50 40 30 20 10 0 Strongly Disagree Disagree Uncertain Agree Strongly Agree Series 1

16) A dependable service which does not vary over time is provided

Series 1
40 35 30 25 20 15 10 5 0 Strongly disagree Disagree uncertain Agree Strongly Agree Series 1