Background
The Kenya Forest Service (KFS) is the lead government institution in Kenya on all matters forestry. KFS is a semi autonomous government body mandated ‘to provide for the establishment, development and sustainable management, including conservation and rational utilization of forest resources for environmental protection and socio-economic development of the country’. The Kenya Forest Service (KFS) was established by an act of Parliament as a body corporate under the Forest Act, 2005, to provide for the establishment, development and sustainable management, including conservation and rational utilization of forest resources for the socio-economic development of the country.
Founded in 2007, KFS is a pretty young Public Corporation. The institution has a human capital establishment of over 5,000 employees distributed all over Kenya at the Headquarters, Conservancies and the Kenya Forest College. Customers benefiting from goods and services provided by KFS are varied and spread all over the country in ten conservancies across all the Provinces in the country. KFS engaged Consultancy Services from Breinscope Consultants Limited to conduct a Customer Satisfaction Survey. Outputs from the surveys would enable KFS understand its Customers. In this regard, the survey gave customers the opportunity to express their opinion about the organization.
Through this survey, attitudes, perceptions and satisfaction levels of customers will provide feedback allowing KFS understand and serve customers better leading to improved performance and profitability.
Purpose and Rationale of the Survey
Customer satisfaction is a necessary precondition for the achievement of KFS’ Vision – ‘to be the leading organization of excellence in sustainable forest management and conservation’. Data and results of the survey will be used for a number of functions, namely:
- Enhance customer satisfaction and loyalty
- Identify institutional strengths and areas for improvement
iii. Provide senior management with information to facilitate ongoing planning and policy development initiatives