Customer satisfaction questionnaire in Takaful products and services

Personal Information and Demographics

1.Name
2.Age
3.Gender
4.Area (rural/urban)

5. Religion

1. Muslim
2. Sikh
3. Christian
4. Other………

6. Marital Status

1. Single
2. Married
3. Divorced
4. Widowed/widower
5. Separated

7. Income Group

1. <10,000 PKR/ month

2. 10,000-25,000 PKR/ month
3. 25,000-50,000 PKR/ month
4. 50,000-100,000 PKR/ month
5. >100,000 PKR/ month

8. Ethnic/ Language Group

1. Pashtun
 2. Hindkowan
3. Afghan (Refugee)
4. Afghan (Afghanistan Based)
5. Saraiki
6. Punjabi
7. Chitrali
8. Other…………………….

Customer satisfaction
Mark the following according to your experience.

9. The services provided by Takaful industry satisfy me?

1. Yes
2. No

10. How satisfied are you with the manner in which you are treated by [the Takaful Company]?

Very Satisfied Satisfied neutral dissatisfied Very dissatisfied

11. How much satisfied are you from your Takaful Company in meeting your expectations?

Very Satisfied Satisfied neutral dissatisfied Very dissatisfied

12. I am satisfied with the attention given to me by my Takaful industry employees?

Very Satisfied Satisfied neutral dissatisfied Very dissatisfied

13. How satisfied are you with your Takaful Company?

Very Satisfied Satisfied neutral dissatisfied Very dissatisfied

14. I am satisfied with the sharia compliance of my Takaful industry?

Very Satisfied Satisfied neutral dissatisfied Very dissatisfied

Service quality of the Takaful companies in peshawar

15. Islamic banks offer more benefits than conventional banks?

Very Agree Agree neutral disagree Very disagree

16. Terms and conditions set by the Islamic banks are acceptable?

Very Agree Agree neutral disagree Very disagree

17. You have doubts about Islamic banking products?

1. Yes
2. No

18. Services offered by Islamic banks are efficient and time effective?

Very Agree Agree neutral disagree Very disagree

19. Do you agree with the profit rate offered by Islamic banks?

Very Agree Agree neutral disagree Very disagree

20. You always get prompt service whenever you go to Islamic bank?

Very Agree Agree neutral disagree Very disagree

Ethical perspective of Takaful companies

Rate from one to five on lickers scale where 1=very agree, 2=agree, 3=neutral, 4=disagree, 5=very
disagree.

21. The purpose of Takaful industry is maximizing profit?

Very agree agree neutral disagree Very disagree

22. The purpose of Takaful industry in Peshawar is contribution to social welfare?

Very agree agree neutral disagree Very disagree

23. Does your Takaful Company working on minimizing costs of operations?

Very agree agree neutral disagree Very disagree

24. Does your Takaful Company is working on enhancing product and service quality?

Very agree agree neutral disagree Very disagree

25. Do you agree that Takaful industry is working for alleviating poverty in Peshawar?

Very agree agree neutral disagree Very disagree

26. Promoting Islamic values and way of life towards staff, clients and general public?

Very agree agree neutral disagree Very disagree