CA Survey

PLEASE ENSURE THAT:

Do not indicate your name on the questionnaire.
It is absolutely important that all the sections have a response.

PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY:

PLEASE ENSURE THAT:

You are going to give your opinions based on the Likert scale provided.
By agreeing you mean that the statement applies to you or CA.
If you have read the statement and you are sure it does not apply to you, then you can select "I DON'T KNOW".
For questions where there are no options to be selected, we ask you to write your answers in your own words in the spaces provided.

Enter any number in the space below, to start the survey

PERSONAL INFORMATION

(Important -This is for analysis only).

Date of the interview

County of residence

P1. Gender

P2. Age Group

P4. Occupation

P5. Highest Level of Education

P6. What is your religion, if any?

A. LEVEL OF AWARENESS

1. Do you know the government’s organization mandated to regulate the communication sector in Kenya?

YES

NO

2. If your answer in A. above is Yes, Please write/mention the name of the organization

3. Have you ever heard about the Communications Authority of Kenya (CA)?

YES

NO

		Extremely familiar	Moderately familiar	Somewhat familiar	Slightly familiar	Not at all familiar	Don't know
4.	How familiar are you with this logo

		Extremely Aware	Moderately Aware	Somewhat Aware	Slightly Aware	Not Aware	Don't know
5.	How much aware are you with the services offered by the Communications Authority of Kenya (CA)?

6. Please list one main services offered by the Communications Authority of Kenya.

7. In the best of your knowledge, how much do you agree or disagree with the following statements with regard to the role of the CA?

		Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree	Don't know
a.	CA Licenses all systems and services in the communications industry, including; telecommunications, postal, courier and broadcasting
b.	CA manages the country’s frequency spectrum and numbering resource
c.	CA facilitates the development and management of a national cyber security framework
d.	CA facilitates the development of e-commerce
e.	CA type approves and accepts communications equipment meant for use in the country
f.	CA protects consumer rights within the communications environment
g.	CA manages competition within the sector to ensure a level playing ground for all players
h.	CA regulates retail and wholesale tariffs for communications services
i.	CA manages the universal access fund to facilitate access to Communications services by all in Kenya
j.	CA monitors the activities of licensees to enforce compliance with the Licence terms and conditions as well as the law

B. STAKEHOLDERS’ OPINIONS

8. Which one of the following best describes your first impression when you interacted with the CA for the first time?

		Yes	No
A	CA was ready & anxious to work
B	CA was timely/punctua
C	CA was ready to help
D	CA was attentive to your needs
E	CA was Incorruptible
F	CA was Dependable,
G	CA was Supportive
H	CA was Reliable
I	CA was Transparent

9. On a scale of 1 -5, how satisfied are you with services which are offered by the CA?

Very Satisfied	Moderately Satisfied	Neutral	Dissatisfied	Very Dissatisfied	Don't Know

10. On a scale of 1 - 5, how important do you think the following aspects are, in enhancing a valuable/likable corporate brand?

		Very Important	Important	Moderately Important	Slightly Important	Not Important	Don't Know
a.	Meeting regularly with stakeholders to explain planned changes
b.	Reflecting and responding to stakeholders insights
c.	Giving an early view of risks and issues to stakeholders
d.	Engaging/Involving stakeholders in decision making
e.	Being consistent in accurate communication and messaging
f.	Tailor making communication for stakeholders with diverse interests

11. On a scale of 1-5, how would you rate CA’s performance in doing the aspects mentioned in 10 above, as listed below?

		Excellent	Very Good	Good	Fair	Poor	Don't Know
a.	Meeting regularly with stakeholders to explain planned changes
b.	Reflecting and responding to stakeholders insights
c.	Giving an early view of risks and issues to stakeholders
d.	Engaging/Involving stakeholders in decision making
e.	Being consistent in accurate communication and messaging
f.	Tailor making communication for stakeholders with diverse interests

12. How much aware are you that the following are means of providing feedback or launching a complaint about the services offered by the Communications Authority of Kenya?

		Extremely Aware	Very Aware	Moderately Aware	Slightly Aware	Slightly Aware	Don't Know
a.	CA Hotline number
b.	Email to the CA : info@ca.go.ke
c.	Online feedback form
d.	Social media
e.	Physical visit

13. What feature/option could CA add to make your future experience better?

C. BRAND RECOGNITION

14. When did you first hear about the Communications Authority of Kenya (CA) /CA brand?

1-6 months ago	6 months - 1 year ago	1- 2 years ago	2-3 years ago	3 -5 years ago	more than 5 years ago	Never heard about CA

15. Where have you seen or heard about Communications Authority brand and its services in the past six months?

TV/Radio	Print media	Internet	Social Media	Articles	Books	References	Search-engines	Internal records	Not Heard

16. Have you seen CA advertisements?

YES

NO

17. If your answer is Yes in 17 above, where did you see the advert?

Television	Radio	Online Platforms	Newspaper	Billboards/Outside Adverts	Events & Exihibitions

18. What stood out most from the CA adverts you have seen?

		Agree	Disagree
A	Clearly communicated its message
B	Used eye-catching visuals
C	Used eye-catching visuals
D	Leveraged technology

19. How often do you hear people talking about CA brand or what CA does in the past few months?

Often	Always	Sometimes	Rarely	Never	I Dont Know

20. Based on our past experiences, your knowledge and what you have heard about the Communications Authority of Kenya, how much do you agree or disagree with the following?

		Strongly Agree	Agree	Neither Agree nor Disagree	Disagree	Strongly Disagree	Don't Know
a	CA integrates its mission with its messaging that targets stakeholders and the general public
b	CA established a distinctive voice and tone when communicating to its stakeholders and the general public
c	CA has creating a strong visual identity including its logo and corporate Colours

21. Which of the following messages do you associate with the Communications Authority of Kenya?

a. Tumetoka Mbali

b. Chukua Hatua

c. Mobile Number Portability

d. Kaa Macho

e. Dangers of counterfeit mobile phones

f. SIM Registration

g. Digital migration

h. Huwezi Tucheza

i. Tuko Cyber Smart

j. None of the above

22. If the communications authority want to information to reach you, which means of communication would you prefer?

TV/Radio	Print media	Internet	Social Media	Articles	Books	References	Search-engines	Internal records

22a. Any Other Means?

23. Which one of the following best describes your overall opinion of the CA Brand?

a. Professional: reflecting the authority's commitment to providing high-quality services and upholding industry standards

b. Innovative: reflecting the authority's use of technology and forward-thinking approach to meeting the needs of stakeholders

c. Accessible: reflecting the authority's efforts to make its services and information easily available to stakeholders

d. Responsive: reflecting the authority's commitment to addressing the concerns and needs of stakeholders in a timely and effective manner.

e. Trustworthy: reflecting the authority's commitment to transparency and accountability in its operations

24. Are you aware of any Corporate Social Responsibility (CSR) projects implemented by the Communications Authority of Kenya (CA)?

YES

NO

25. What do you think the Communications Authority of Kenya should do to create more awareness about their CSR projects to the public?

26. Please mention the CA office you know / near you

COMMUNICATIONS AUTHORITY OF KENYA PERCEPTIONS SURVEY

Step 1

PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY:

PERSONAL INFORMATION

A. LEVEL OF AWARENESS

B. STAKEHOLDERS’ OPINIONS

C. BRAND RECOGNITION

E. SUGGESTIONS

THANK YOU FOR TAKING TIME TO FILL THIS QUESTIONNAIRE

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