CUSTOMER SATISFACTION SURVEY FORM

CERTIFYING AGENCY & DEVELOPMENT CONTROL SECTION

INDAH WATER KONSORTIUM SDN BHD

We strive to provide services to meet your expectations. Please help us to serve you better by taking a
few minutes of your time to answer the questions below. Your feedback is extremely important to us and
we encourage you to answer each of the following questions that best reflects your opinion. If you have
any suggestions, please provide your comments for improvement at the end of this survey form. Thank
you for responding.

Please tick (√) where applicable:

A. What was the nature of your contact with us?

Submission Complaint Customer Day/Discussion

Appeal General Enquiries e-SWAP

Other (specify): …………………..….

B. Type of communication

Counter Telephone Email Letter

1. PERSONNEL [Please tick (√) where applicable]

ITEMS VERY POOR POOR SATISFACTORY GOOD EXCELLENT
a Respectful and courteous
b Knowledgeable & skilful
c Helpful
d Friendly & Polite
e Overall Service Quality

2. FACILITIES AND COMMUNICATION [Please tick (√) where applicable]

ITEMS VERY POOR POOR SATISFACTORY GOOD EXCELLENT
a Waiting Area
b Signage
c Cleanliness
d Response to Telephone /
email
e Latest Guidelines
Notification
f Certifying Agency’s
Webpage

Doc No. : IWK/TQM/CSS/FO/01D

Rev. No.:03
Effective Date: 2 Mar 2020
Page No. 1 of 2
3. WAITING TIME FOR SERVICES [Please tick (√) where applicable]
ITEMS VERY POOR POOR SATISFACTORY GOOD EXCELLENT
a Application for Submission
b Application for Appeal
c Resolution of Complaint
d General Enquiry
e Customer Day/Discussion

4. NEW CA SERVICES (Printing, Mailbox Rental, Office Space and e-SWAP)

[Please tick (√) where applicable]
ITEMS VERY POOR POOR SATISFACTORY GOOD EXCELLENT
a Availability
b Effectiveness
c Pricing
d Response Time
e Payment Method

5. Views or suggestion for improvement (if any):

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

6. How can we contact you?

Name of individual : ………………………………………………………………………………………………

Address : ………………………………………………………………………………………………

………………………………………………………………………………………………

………………………………………………………………………………………………

Telephone : ……………………………………………………………………………………………..

Whistleblowing email headintegrity@iwk.com.my

Whistleblowing form can be downloaded from:
https://www.iwk.com.my/integrity/whistleblower-form

Doc No. : IWK/TQM/CSS/FO/01D

Rev. No.:03
Effective Date: 2 Mar 2020
Page No. 2 of 2