KMTC Improves Service Efficiency, Survey Shows
The Kenya Medical Training College (KMTC) has recorded improved service efficiency across its campuses and Headquarters, with the average customer service turnaround time reducing from 15 minutes to 14 minutes, according to the 2025/2026 Customer Satisfaction Survey Report.
The survey, conducted between October and November 2025, assessed customer satisfaction levels, service turnaround times, and perceptions of service quality across the College’s 92 campuses and Headquarters. A total of 5,298 responses were received from students, staff, alumni, parents, suppliers, and other stakeholders.
Findings show that KMTC continues to enjoy positive customer perceptions, with 89.6 percent of respondents expressing favourable views on the services offered by the institution. Staff courtesy, clear communication, and willingness to recommend KMTC services emerged among the strongest areas of performance.
Speaking on the findings, CEO Dr. Kelly Oluoch welcomed the feedback, noting that customer insights play a critical role in strengthening service delivery.
“Customer feedback helps us understand the needs and expectations of those we serve. The findings will guide interventions aimed at enhancing efficiency, responsiveness, and overall customer experience across the College,” he said.
The survey established that students remain the College’s primary customers, accounting for 76.9 percent of respondents, while the majority of service users were aged between 18 and 25 years. Academic and Accounts offices recorded the highest customer traffic, reflecting their central role in supporting learning and administrative processes.
Several campuses posted strong customer satisfaction ratings, with Kabarnet and Mumias leading at 90.5 percent, followed by Mandera, Garissa, Mathari, Chwele, and Wajir campuses. Corporate Services recorded the highest departmental satisfaction score at 77 percent.
The survey also highlighted opportunities for improvement in areas such as teaching and learning resources, accommodation, ICT services, infrastructure, transport, and administrative processes. To address these concerns, the College plans to strengthen customer feedback mechanisms, enhance service delivery systems, leverage digital technologies, and continue investing in staff training and customer service excellence.
The Customer Satisfaction Survey forms part of KMTC’s commitment to continuous improvement and the delivery of quality, customer-centred services.
