PPRA 2025 Customer Satisfaction Survey

The 2025 survey gathered responses from 75 stakeholders who have engaged with PPRA through formal correspondence, its website, and social media platforms. The respondents ranged from newly engaged users to long-standing partners with over a decade of association with the Authority.

Of the 75 respondents interviewed, 93.2% found PPRA to be effective or very effective. We achieved an overall Customer Satisfaction (CSAT) score of 81.3%

To read the Customer Satisfaction Survey report in full, use the link below:

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2025 Customer Satisfaction Survey 1.19 MB
 

What keeps stakeholders coming back?

The survey identified five recurring themes that stakeholders value most about their engagement with PPRA:

  • Capacity building and professional development opportunities — including trainings and sensitizations on procurement laws
  • Regulatory and advisory support — guidance on the Public Procurement and Asset Disposal Act (2015) and dispute handling
  • Commitment to transparency, accountability, and anti-corruption efforts
  • Access to tools and information — especially the PPIP Portal, standard documents, and procurement circulars
  • Efficiency and professionalism — timely responses, user-friendly systems, and reliable staff conduct

Where should PPRA focus next?

Despite the strong scores, stakeholders identified concrete areas for improvement. Here are the top recommendations from the survey:

  • Training – Increase training frequency, make PPIP and procurement law training mandatory, and target underserved groups including PWDs and marginalised communities.
  • Decentralization – Open regional or county offices to improve accessibility and oversight beyond Nairobi.
  • Digitization – Digitize at least 80% of services and improve PPIP portal speed, usability, and contract reporting features.
  • Staffing – Recruit more compliance staff and improve remuneration to support integrity and service quality.
  • Stakeholder engagement – Hold more frequent public forums, intensify outreach in rural areas, and improve media presence.
  • Compliance – nsure consistent enforcement of procurement laws, including the 30% allocation to special groups, with harmonized tender documents.