The Development Academy of the Philippines’ Center for Governance recently concluded a customer satisfaction survey for the Land Bank of the Philippines Insurance Brokerage, Inc. (LIBI), which showed its primary clients’ satisfaction with its services.
The DAP suggested that the LIBI should continue working to ensure that its services exceed the expectations of primary clients while addressing the drivers of dissatisfaction among some clients.
A total of 262 respondents from the LIBI’s primary clients, including direct accounts and account officers at Land Bank of the Philippines’ head office as well as its Luzon, Visayas, and Mindanao branch and its Lending Center, was interviewed through phone nationwide on December 3-14, 2018. The survey aimed to measure the satisfaction level of these clients, determine the factors affecting their satisfaction or dissatisfaction, and identify opportunities for improvement.
Aside from the overall satisfaction of customers, the survey assessed the different aspects of the LIBI’s services such as staff, products and services, e-services, complaints handling and records keeping, information and communication (both conventional and website), and facilities. As a DAP advocacy, “integrity” was added as one of the aspects to promote transparency and accountability in the government.
The study adopted the latest guidelines provided by the Governance Commission for Government-Owned and Controlled Corporations (GCG), which prescribed a standard methodology meant to streamline the administration of third-party customer satisfaction surveys for GOCCs.
The said guidelines also categorized the GOCCs based on their mandate, nature of business, services and products, and customers in identifying the research design and methodology to be used and primary customers to be covered. The survey questionnaire developed by the GCG for the LIBI was used during the data gathering.