The National Insurance Board of the Commonwealth of The Bahamas
Customer Service Survey

 

I am a(n):

When completing this survey, please think of your last contact with the National Insurance Board whether in person, online, or on the telephone.
What was your last customer service contact with NIB, not counting this one?
In person - at an NIB office or pay window
 Online
 Over the telephone

National Insurance Board office you used:
Abaco - Cooper's Town Local Office
 Abaco - Marsh Harbour Local Office
 Andros - Fresh Creek Local Office
 Andros - Kemp's Bay Local Office
 Andros - Nicholl's Town Local Office
 Bimini Local Office
 Cat Island Local Office
 Crooked Island Local Office
 Acklins Sub-Office
 Eleuthera - Governor's Harbour Local Office
 Eleuthera - Harbour Island Local Office
 Eleuthera - North Eleuthera Local Office
 Eleuthera - Rock Sound Local Office
 Eleuthera - Spanish Wells Local Office
 		Exuma Local Office
 Grand Bahama - Eight Mile Rock Sub-Office
 Grand Bahama - Freeport Local Office
 Grand Bahama - High Rock Local Office
 Inagua Local Office
 Mayaguana Sub-Office
 Long Island - Gray's Local Office
 Long Island - Simms Local Office
 New Providence - Fox Hill Local Office
 New Providence - Jumbey Village Local office
 New Providence - Wulff Road Local Office
 San Salvador Local Office
 Other:
What was your primary reason for visiting NIB?
Submit a claim
 Inquire about a claim
 Collect a benefit cheque
 Collect a vendor cheque
 Pay contributions
 Inquire about contributions
 For refund of contributions
 To register
 To collect a National Insurance card
 To be verified
 For general information about National Insurance
 Other (please specify):
What was your primary reason for calling NIB?
For information about submitting a claim
 To find out if a benefit cheque was ready
 For information on pension payments
 To enquire about my contributions
 For information about registration
 To enquire about verification
 For general information about National Insurance
 Other (please specify):
What was your primary reason for visiting NIB’s website?
For information about submitting a claim
 For information on pension payments
 For information about registration
 To enquire about verification
 For general information about National Insurance
 To download NIB forms
 Other (please specify):
It was easy to find what I was looking for on the website
Strongly Disagree Disagree Neutral Agree Strongly Agree N/A
What department(s) did you have contact with? (select all that apply)
Cashiers
Customer Service
Occupational Health
Pensions
Registration
Special Compliance
Unemployment
Accounts
Refund of Contributions
Public Relations
Other (please specify):
The time that I had to wait before I was served was:
Less than 10 minutes
 11 - 20 minutes
 Over 20 minutes
 Don't remember
Someone picked up the phone:
Right away - within three rings
 After four but before six rings
 More than six rings
 I had to hang up and call again
 No-one picked up the phone
 Don't remember
How many people did you have to speak to before you got what you needed?
The first person I talked to was able to respond to my query
 The first person I talked to transferred me to one other person who was able to help me
 Three or more
Overall, the NIB Employee(s):
were knowledgeable about National Insurance Benefits
Strongly Disagree Disagree Neutral Agree Strongly Agree N/A
promptly served me
interacted with me in a courteous and professional manner
If you had to contact NIB via the "Contact Us" option, how long did it take for you to get an acknowledgement of your query?
Within 24 hours
 Within 1 to 2 days
 3 or more days later
 I never received an acknowledgement
 N/A
If a follow-up telephone call was promised (or required), the return call was made:
Within 24 hours
 Within 1 to 2 days
 3 or more days later
 I never got a return call
How long did it take for your query to be resolved?
Within 1 day
 1 to 3 days
 More than 3 days
 It is still unresolved
My query was resolved satisfactorily
Strongly Disagree Disagree Neutral Agree Strongly Agree It is Still Unresloved
My query was resolved in an appropriate amount of time
How would you rate NIB's overall customer service?
Poor
 Fair
 Good
 Very Good
 Excellent
Is there someone you would like to let us know that provided you with great customer service?

Here are my recommendations for Customer Service improvement at NIB:

Here are my recommendations for online customer service improvement:

What aspect of your encounter were you especially pleased with?

Thank you for your time, it is greatly appreciated.

Click "Submit" to send us your survey.