Parent Satisfaction & Customer Care Questionnaire 2026

Section 1. Parent and student profile

Allows analysis by group without identifying individual families.

1.1 Which level(s) do your child/children attend at MMISC? (select all that apply)

Nursery / Kindergarten

Primary

Secondary

Other

1.2 How many children do you have enrolled at MMISC?

One

Two

Three or more

1.3 How long has your family had a child at MMISC? (Count from the child who joined first.)

Less than 1 year

1–5 years

More than 5 years

1.4 Does any of your children use the school transport service?

Yes

No

1.5 Does any of your children use the school feeding service?

Yes

No

Section 2. Quality of teaching and learning

Parents' perceptions of academic quality, teaching effectiveness and student progress.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
2.1 Quality of teaching and learning
2.2 Teachers' knowledge of their subjects
2.3 Teachers' ability to explain lessons clearly
2.4 Availability of learning materials
2.5 Homework and assignments
2.6 Regular assessment and feedback on student progress
2.7 Support for students who struggle academically
2.8 Encouragement of talented students to excel

Section 3. Communication with parents

Whether parents receive the right information at the right time.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
3.1 Timeliness of school announcements
3.2 Clarity of information shared with parents
3.3 Communication about academic progress
3.4 Communication about discipline or welfare concerns
3.5 Accessibility of teachers when needed
3.6 Effectiveness of parent-teacher meetings

Section 4. Customer care and responsiveness

Quality of service from teachers, reception, administration, finance staff and leadership.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
4.1 Courtesy and respect shown to parents
4.2 Willingness to listen to parents' concerns
4.3 Speed of response to inquiries
4.4 Effectiveness of complaint resolution
4.5 Professionalism of staff
4.6 Follow-up after a concern has been raised

4.7 Have you contacted the school with a complaint or concern during the current school year?

Yes, and it was resolved satisfactorily

Yes, but it was not resolved satisfactorily

No

4.8 What could the school do to improve customer care?

Section 5. School administration and organization

Efficiency, accessibility and professionalism of the administrative team.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
5.1 Efficiency of administrative services
5.2 Organization of the school calendar and activities
5.3 Ease of obtaining information and documents
5.4 Fairness and consistency of school procedures
5.5 Management's accessibility to parents
5.6 Overall professionalism of school management

5.7 Which administrative service needs the most improvement?

Admissions and registration

Reception / front desk

Issuing documents (reports, certificates, letters)

Fee / finance office

School calendar and activity planning

Handling of parent requests and appointments

None – all services are satisfactory

Other

Section 6. School finance and fee administration

Experience with fee information, payment systems, billing and financial communication.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
6.1 Clarity of school fee structures and payment deadlines
6.2 Accuracy of fee statements and balances
6.3 Ease of making fee payments
6.4 Transparency of additional charges
6.5 Professionalism in following up outstanding fees
6.6 Timeliness in responding to billing questions

6.7 What change would make fee payment and financial communication easier?

Section 7. Student discipline, safety and welfare

Confidence in the school's ability to protect students and support their personal development.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
7.1 Effectiveness and fairness of discipline policies
7.2 Students' physical safety on campus
7.3 Prevention of bullying and harassment
7.4 Respectful treatment of students
7.5 Emotional and social support for students
7.6 Cleanliness and hygiene of school facilities
7.7 Effectiveness of procedures for reporting welfare concerns

7.8 What additional measures would improve student safety, discipline or welfare?

Section 8. Transport services

→ Complete this section only if your child uses school transport (Q1.4 = Yes).

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
8.1 Punctuality of school buses
8.2 Safety and condition of vehicles
8.3 Professional conduct of drivers and attendants
8.4 Communication about delays or route changes
8.5 Convenience of routes and pickup points

8.6 What improvement would you most like to see in the transport service?

Section 9. Feeding services

→ Complete this section only if your child uses the school feeding service (Q1.5 = Yes).

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
9.1 Quality and nutritional value of meals
9.2 Variety and suitability of the menu
9.3 Food hygiene and safety
9.4 Adequacy of food portions
9.5 Cleanliness of dining areas
9.6 Management of special dietary needs, where applicable

9.7 What improvement would you suggest for the feeding service?

Section 10. Overall satisfaction and loyalty

Overall confidence in MMISC and willingness to recommend the school.

Item	1 Very dissatisfied	2 Dissatisfied	3 Neutral	4 Satisfied	5 Very satisfied	N/A
10.1 Overall quality of education
10.2 Confidence in school leadership
10.3 Value for money paid in school fees
10.4 Confidence that the school supports students' development

10.6 Would you recommend MMISC to another parent?

Yes

No

Maybe

Section 11. Open feedback and priorities

Practical ideas for improvement from parents.

11.1 What do you appreciate most about MMISC?

11.3 What single action should school management take first?

11.4 Any additional comments or suggestions?

MOTHER MARY INTERNATIONAL SCHOOL COMPLEX (MMISC)