The Development Academy of the Philippines’ Center for Governance recently presented the results of a customer satisfaction survey it conducted for the Laguna Lake Development Authority (LLDA), with the survey conducted in 2018 showing that the primary customers of the LLDA were satisfied with its services.
A total of 328 respondents from the LLDA’s customers, including its licensees and operators who transacted with the agency, was intercepted and interviewed at the LLDA office. The survey aimed to measure the satisfaction level of these customers on permits and licensing services, examine the factors affecting that satisfaction, and identify opportunities for quality improvement of services.
The survey was administered in accordance with the “Standard Methodology for the Conduct of the Customer Satisfaction Survey” issued by the Governance Commission for GOCCs (GCG) early last year. These new supplemental guidelines provide a standard methodology to streamline the administration of third-party customer satisfaction surveys that GOCCs must adopt. It also aided the GCG in categorizing GOCCs based on their mandate, nature of business, services, and customers.
The LLDA commissioned the DAP to conduct its customer satisfaction survey in 2018 as part of the agency’s annual performance evaluation. Aside from the satisfaction ratings, the profile as well as recommendations for improvement were also provided by the DAP.