Cargo Customer Satisfaction Survey


Ethiopian Customer Satisfaction Survey Questionnaire
Dear Valued Customer

In our continuous effort to ensure the service we offer meets your requirement, we kindly request you to take a few minutes of your time and give us your opinion on the service you got from Ethiopian cargo by completing this questionnaire.
Please put a mark in the circles for your replies.

Personal Information
Freight Information

Export Service


How did you make a reservation?



Why did you choose Ethiopian Airlines? (Maximum three reasons)?







How satisfied you were with the service given at the Reservations desk? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
How satisfied you were with the promptness and efficiency of the telephone/e-mail service?
How satisfied you were with the flight date, frequency and capacity preference availability?
How satisfied you were with the friendliness and efficiency of the staff at the reservation desk?
How satisfied you were with the service given at the Cargo Acceptance desk? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
How satisfied you were with the friendliness and efficiency of the staff at the cargo acceptance desk?
How satisfied you were with the promptness and efficiency of the telephone/e-mail service?
How satisfied you were with the service given at the Cargo Export counter/Air way bill issuance desk? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
How satisfied you were with the arrangement and neatness of the office?
How satisfied you were with the queue management?
How satisfied you were with the waiting time at the export counter?
How satisfied you were with the friendliness and efficiency of staff at the counter?
How satisfied you were with the promptness and efficiency of the telephone/e-mail service?
How satisfied you were with the service given by the Cargo Transit desk? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
How satisfied you were with the cargo uplift as per the booking (flown as booked)?
How satisfied you were with the proper handling of cargo documents along with the shipment?
How satisfied you were with the timeliness and accuracy of the information communicated and the service recovery carried out by the transit office when shipment or document offloaded went missing, damaged or misrouted?
How satisfied you were with the promptness and efficiency of the telephone/e-mail service?
How satisfied you were with the performance of immediate connection on transit points?
How satisfied you were with the overall service given by Ethiopian Cargo? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
How satisfied you were with the consistency of the service?
How satisfied you were with the overall service?
Please list out some of the strengths and/or weaknesses you have observed so far on ET Cargo Services and possible recommendations for improvement.


Ethiopian Customer Satisfaction Survey Questionnaire
Dear Valued Customer

In our continuous effort to ensure the service we offer meets your requirement, we kindly request you to take a few minutes of your time and give us your opinion on the service you got from Ethiopian cargo by completing this questionnaire.
Please put a mark in the circles for your replies.

Personal Information
Freight Information

Import Service


Why did you choose Ethiopian Airlines? (Maximum three reasons)?








Please respond to: How satisfied you were with the service given by Cargo Import section? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
Please respond to: How satisfied you were with the timeliness of arrival notification with relevant information?
Please respond to: How satisfied you were with the arrangement and neatness of the office?
Please respond to:How satisfied you were with the queue management?
Please respond to:How satisfied you were with the waiting time for document collection?
Please respond to:How satisfied you were with the friendliness and efficiency of the agents at the import counter?
Please respond to:How satisfied you were with the waiting time for shipment collection?
Please respond to:How satisfied you were with the condition of the shipment at the time of collection?
Please respond to:How satisfied you were with the friendliness and efficiency of the agents at the shipment delivery area?
Please respond to:How satisfied you were with the promptness and efficiency of the telephone/e-mail service?
Please respond to:How satisfied you were with the overall service given by Ethiopian Cargo? Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not Applicable
Please respond to:How satisfied you were with the consistency of the service?
Please respond to:How satisfied you were were the overall service?
Please list out some of the strengths or weaknesses you have observed so far from ET-Cargo and possible recommendations for improvement.