Appendix

Questionnaires for Customers of EICL

Dear Respondent,

I am a final year student of the Accra Technical University. This questionnaire is administered to

you to elicit information or data for our study, which is part of our studies in the award of a

Higher National diploma (HND). The topic for the study is “Assessing the Relevance of

Customer Retention in the Insurance Industry”. Please note that the information given out

will be used for the above purpose only, and will be treated with extreme confidentiality. Please

take some minutes to answer the following questions.

Personal Information

1. Gender Male [ ] Female [ ]

2. Age 18-25 yrs. [ ] 26-34 yrs. [ ] 35-44 yrs. [ ] 45-54 yrs. [ ]

>55 yrs. [ ]

3. Qualification WASSCE [ ] Diploma [ ] Degree [ ] Masters

& above [ ] Professional [ ]

4. How long have you been a customer of EICL?

< 1 yr. [ ] 1-3 yrs. [ ] 4-5 yrs. [ ] 6-7 yrs. [ ] > 7 yrs. [ ]

Customer Retention

5. What makes you remain with EICL?

A. Routine Requirement; [ ] B. Quality service; [ ] C. Better Packages; [ ]

D. Better Communication; [ ] E. Others, specify…………………………

6. Do you have much knowledge on products/Service offered by EICL?

A. Yes, and capable to guide others or recommend for them. [ ]

B. Not very, but enough for analyzing in purchase decision making process. [ ]

C. Not enough. Just follow some guidance I believe only in the purchase process. [ ]

D. Not at all, and I am indifferent with it. [ ]

7. Do you have knowledge about the competitive situation and the rankings in the industry?

A. Yes [ ]. B. No [ ]. C. Have no idea [ ].

8. Are you persuaded to remain with EICL due to the customer service offered to you?

Yes [ ] No [ ]

9. What brand characteristics do you pay attention to?

Logos and Symbols [ ] Color [ ]

Jingles [ ] Trade Marks [ ]

Name [ ] Slogans [ ]

All the above [ ]

10. Is EICL associated with the brand you chose above?

Yes [ ] No [ ]

11. Does EICL have a laid down procedure of informing you of their activities?

Yes [ ] No [ ]

12. What is your level of satisfaction with regards to the types of products/services purchased

from EICL?
Extremely Satisfied [ ] Satisfied [ ] Indifferent [ ] Dissatisfied [ ]

Extremely Dissatisfied [ ]

13. Do employees in EICL understand the needs of customers?

Yes [ ] No [ ] Unsure [ ]

Indicate your level of agreement with reference to the following statements in the table below.

Statement Strongly Agree Indifferent Disagree Strongly

Agree Disagree

14. Customers of EICL are motivated to

win them

15. Staff of EICL provides individual

attention and care to customers.

16. Services/Products of EICL delights

customers

17. Services/Products dismay customers

18. Staff of EICL understands the

importance of customer service.

19. I consider myself a loyal customer to

EICL.

20. EICL products communicated to me

are the same after patronizing

21. I am loyal to EICL based on the

customer service offered to me

22. EICL has procedure in place to cater

for the customer’s needs

23. Apart from customer service, what other factors affect your stay with EICL? Please tick

many as applied

Convenience [ ] Service Delivery [ ] Customer Care [ ] Products [ ] Claim Payments [ ]

Others [ ], please specify…………………………………………………………………………

24. How likely are you to recommend EICL to a friend or colleague?

Highly likely [ ] Likely [ ] Undecided [ ] Unlikely [ ] Highly Unlikely [ ]

25. What do you pay attention to in choosing an insurance company?

Price [ ] Claim payments [ ] Convenience [ ] Products/Services [ ]

Others [ ]…………………………………………………………………………………………..