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

 

Does service matter to you? We believe it does. We believe that not only do you want and care about good service from NIB, but that good service contributes to your confidence in our social security programme.

I am a(n):
National Insurance Board office you used:
 What department did you have primary contact with?

For Routine NIB Services:
1. What is the maximum length of time you should have to wait in any line at an NIB Office?
Less than 5 minutes 5—10 minutes 11—20 minutes Over 20 minutes
2. What is the maximum number of persons you should have to deal with in order to get service in-person?
1 2 3 4 or more
3. What is the maximum number of persons you should have to deal with in order to get service on the telephone?
1 2 3 4 or more
4. How many rings should it take before someone answers your call?
1 2 3 4 or more
5. How long should it take for you to receive a reply to a voice mail or email, if you leave your voice mail or email by 10:00 am on a workday?
Within the hour Same day Next day Two days Three or more days
6. How long is acceptable to wait from the day you send the letter until the day you receive a reply by mail?
2 days 3—5 days 6—8 days 9—12 days Over 12 days
Please only answer the following questions if applicable.
The last time you were at an NIB Office:
7. How long did you wait in line?
Less than 5 minutes 5—10 minutes 11—20 minutes Over 20 minutes.
8. How many people did you deal with before you received service in-person?
1 2 3 4 or more
The last time you called NIB:
9. How many people did you deal with before you received service on the telephone?
1 2 3 4 or more
10. How many rings did it take before someone answered your call?
1 2 3 4 or more
11. If applicable, how long did it take for you to receive a reply to a voice mail or email (if left by 10:00 am on a workday)?
Within the hour Same day Next day Two days Three or more days
The last time you wrote a letter to NIB:
12. How long did you wait from the day you sent the letter until the day you received a reply by mail?
2 days 3—5 days 6—8 days 9—12 days Over 12 days.
Drivers of Satisfaction:
When accessing NIB services, what is most important to you, i.e., what makes you a satisfied customer?

Please comment on NIB’s service overall, or on an employee who provided excellent service.