The Authority commissioned an...

The Authority commissioned an external body to conduct a study on public, customer, and staff satisfaction and has released the results.

April 9, 2019

The Addis Ababa Food and Medicine Authority, in collaboration with the Menelik II Medical and Health Sciences College, reviewed the findings of three studies it had commissioned and held a consultation to facilitate their practical implementation.

The study focused on the satisfaction levels of the public, service users, and employees regarding the services provided by the Authority.

It was stated that the studies aimed to generate concrete results for improving service quality and customer satisfaction by assessing satisfaction levels, identifying existing strengths, and pinpointing areas requiring improvement.

The study results presented at the consultation forum indicated a customer satisfaction rate of 62.3%, a public satisfaction rate of 48.3%, and an employee satisfaction rate of 49%. While the results showed relatively high satisfaction among service users, the fact that public and employee satisfaction rates fell below 50% highlighted the need for increased attention and improvement efforts in these areas. In particular, the results of the three studies demonstrated that customer, public, and employee satisfaction are interconnected issues rather than matters to be viewed in isolation.

Based on the consultation, it was indicated that the Authority should prioritize enhancing customer and public satisfaction by improving service quality, accessibility, and transparency, while simultaneously boosting employee satisfaction through the creation of favorable working conditions and expanded professional opportunities.

In her closing remarks, the Authority’s Director General, Dr. Muluembet Tadesse, emphasized that the concepts addressed in the three studies are mutually reinforcing and inseparable. She highlighted the critical importance of translating the study findings into action, noting the interconnected nature of the process: strengthening employee satisfaction and improving performance leads to the delivery of superior, efficient services to the public, thereby ultimately enhancing customer satisfaction.