Customer Satisfaction Survey can be defined as a process of discovering whether or not a company’s customers are happy or satisfied with the products or services received from the company. May be conducted face to face, over the phone, via email or internet, or on handwritten forms. Customer answers to questions are then used to analyze whether or not changes need to be made in business operations to increase overall satisfaction of customers.

It can therefore be viewed in ordinary terms as where an individual is asked to rank or score the level of satisfaction obtained from using a certain service or commodity. KALRO provide various services and products to different stakeholders who include farmers, private and government institutions, NGO’s etc. All the stakeholders have varied requirements on the different services that KALRO offers therefore their level of satisfaction largely depends on KALRO services benefit them at their environment. In order to improve on service delivery to customers KALRO should ensure that there is a continuous improvement on the services and products we offer to our stakeholders. It is against that this background was conducted. It aims at accessing the views of different KALRO clients on their level of satisfaction with different aspects of services and products offered to them and suggests ways to improve on them.