KMTC Mandera Leads in Customer Satisfaction Survey

In todays latest KMTC News -KMTC Mandera Leads in Customer Satisfaction Survey. The Kenya Medical Training College (KMTC) continues to champion customer-centered service delivery, with Mandera Campus emerging as the top performer in the latest Customer Satisfaction Survey.

The Campus recorded an outstanding 88% satisfaction rate for the first half of the 2024/2025 financial year, followed closely by the Migori and Marsabit Campuses at 86%, and the Ugenya Campus at 85%.

The biannual survey, conducted between September 16 and November 19, 2024, evaluated key service indicators, including turnaround times and adherence to the College’s Citizen’s Service Delivery Charter.

The results reflected an overall customer satisfaction rating of 75.1%, with an average service turnaround time of 15 minutes, underscoring KMTC’s commitment to service efficiency and continuous improvement.

Commenting on the results, CEO Dr. Kelly Oluoch attributed this achievement to the College’s enduring commitment to staff training, transparency, and strong client relationships.

“Customer satisfaction is a key pillar of our service delivery. We remain committed to ensuring efficiency, courtesy, and professionalism across all our service points,” he stated.
In a bid to further improve service delivery, KMTC is rolling out a Customer Relationship Management (CRM) system and Unstructured Supplementary Service Data (USSD) technology to provide real-time responses to client inquiries.

“Once fully implemented, these digital solutions will streamline service access, ensuring prompt and seamless interactions between the College and its customers,” noted Dr. Oluoch.

The survey, which analyzed 7,108 responses from 73 service delivery units, reaffirmed the College’s dedication to operational excellence.

The highest number of customer interactions were recorded in the Academic Department (19.4%), Accounts Office (14.8%), and Customer Care section (14.4%), key areas that directly impact student and stakeholder experiences.

The survey plays a crucial role in assessing the College’s ability to meet and exceed customer expectations, reflecting its century-long dedication to customer-centered service delivery.