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Exit Survey
 
 
Do you or any of your close friends or family work in any of these occupations? ... Read Out
 
Old Mutual
 
A Broker Company
 
Market Research Company
 
Personal financial advisor selling Old Mutual products
 
None of Above

 
 
 
Have you recently been contacted by a research company conducting research on behalf of Old Mutual?
 
Yes
 
No
 
 
 
Please tell me based on your experience and perceptions of Old Mutual, which of the following statements best describes it? Is it a company which is ... (Single Response)
 
Really on the way up
 
On the way up
 
Not Moving
 
On the way down
 
Don't Know
 
 
 
If a friend or relative were in the market to purchase financial products or services how likely would you be to recommend Old Mutual as a company using a scale of 1 to 10 where 10 means you “definitely would recommend Old Mutual” and 1 means you “definitely would not recommend Old Mutual”?
INTERVIEWER: PLEASE EXPLAIN TO THE RESPONDENT THAT THE SCALE RANGES FROM 1 TO 10 AND MAKE IT CLEAR TO THEM THAT THEY CAN CHOOSE ANY NUMBER BETWEEN 1 AND 10 DEPENDING ON HOW THEY FEEL. SINGLE RESPONSE
 
1
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10
 
 
 
You gave a score of (substitute response in Q2) on a scale of 10 when we asked you about your likelihood to recommend to a friend or associate.

[Interviewer] Ask Question 3a only if respondent gives a score of 8 or less in Q2.

What should do to improve your opinion of the company?
 
They should perfect their services
 
They should allow old people to buy life policies
 
They should repay all the money that was lost during the Zim dollar era
 
Their services should be consistent
 
Improve services to match charges
 
Staff to communicate well with clients
 
The policy should not be lapsed
 
Clients should be treated as kings
 
Standards are continually going down
 
They should shorten their grace period
 
Economic situation is not favourable to insurance companies
 
We respect name Old Mutual, performance is not impressive
 
Its being overtaken by other small companies
 
Improve on professionalism and give people policy documents
 
It is now inactive and you can say its almost gone off
 
It must offer incentives
 
Beneficiaries should get all the money they invested
 
All the insurance companies in Zimbabwe are not viable
 
CABS must treat people well
 
Don’t know/cant say
 
Other
 

 
 
 
What about impressed you so much that it made you give such a high rating?
 
A well-established/ stable company/ has financial security/ its secure
 
A good company with understandable policies
 
The services are good/ Good customer care/ Are prompt & efficient to client needs
 
Professionally run organisation
 
A reliable/dependable company
 
Affordable charges
 
It is growing/expanding/a big company
 
Effective communication / Always keep on updating us/ send sms
 
Friendly staff
 
Knowledgeable staff
 
Internationally recognised/ its worlwide/ found everywhere
 
Are socially responsible/ they sponsor events
 
Honest/ trustworthy organisation/ they keep promises
 
Good testimonies about them
 
Leading company
 
You get your return in investment
 
They help you when in need
 
They improved service/they are improving
 
They are the best/ offer the best package
 
Reputable company/ Has good reputation
 
Its been there for long
 
Its strong/ survived during hard times/ are resilient
 
No problems, so far so good/I am quite content with it
 
Consider cases differently, some people pay consistently
 
They do not discriminate they cater for everyone
 
Are flexible, my payment was once off, I did not want monthly payments
 
Other
 

 
 
 
If you were asked to describe Old Mutual’s service to you, would you say it met your expectations, exceeded your expectations or was below your expectations?
 
Exceeded expectations
 
Met expectations
 
Below expectations
 
Don’t know/ Can’t say
 
 
 
Now please consider the detailed aspects of your overall service experience with Old Mutual as a company and indicate your overall opinion on a scale of 1 to 10; where 10 means “Extremely Satisfied” and 1 means “Extremely Disatisfied”?

INTERVIEWER: PLEASE EXPLAIN TO THE RESPONDENT THAT THE SCALE RANGES FROM 1 TO 10 AND MAKE IT CLEAR TO THEM THAT THEY CAN CHOOSE ANY NUMBER BETWEEN 1 AND 10 DEPENDING ON HOW THEY FEEL. SINGLE RESPONSE
 
1
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10
 
 
 
Gender?
 
Male
 
Female
 
 
 
What is your age?
 
Younger than 18
 
18 - 24
 
25 - 34
 
35 - 44
 
45 - 54
 
55 - 64
 
65 or older
 
Prefer not to answer
 
 
 
Town?
 
Single (Never married)
 
Married
 
Domestic partnership
 
Widowed
 
Divorced
 
Separated
 
Don’t know
 
 
 
Which of the following categories best describes the industry you work in?
 
Automotive
 
Advertising
 
Consulting Services
 
Education
 
Entertainment
 
Financial Services
 
Government Services
 
Healthcare
 
Human Resources
 
Information Technology
 
Marketing/Sales
 
Non-Profit
 
Pharmaceuticals
 
Public Relations
 
Technical Services
 
Travel
 
Other