Customers of the Manila International Airport Authority (MIAA) gave a satisfactory rating for its services in the 2022 Customer Satisfaction Survey conducted by the Development Academy of the Philippines’ Center for Governance (DAP-CFG). The survey results were shared by CFG Director Gilbert Lumantao to the members of the MIAA management committee.
The survey assessed the level of satisfaction of MIAA’s primary customers—the passengers, airline companies, and concessionaires—on the quality of services offered by the agency, determined the factors that affect their satisfaction and dissatisfaction, and identified recommendations for service delivery improvements.
Members of the Management Committee of the Manila International Airport Authority listen to the Customer Satisfaction Survey results.
The DAP Project Management Team present the results of the Customer Satisfaction Survey to members of the MIAA Management Committee.
Some 1,246 respondents participated in the survey through intercept and phone interviews conducted from December 2022 to February 2023. The MIAA’s service delivery attributes were assessed per customer type. Passengers were asked to evaluate the staff, airport service, airport facilities, information from MIAA, MIAA’s website, as well as complaints handling and records keeping. Meanwhile, airline companies were asked to evaluate MIAA’s facilities while concessionaires assessed MIAA’s leasing services and facilities. The survey also included questions on Integrity, Gender and Development, as well as changes during the COVID-19 pandemic.
This Customer Satisfaction Survey is the MIAA’s first engagement with DAP-CFG. The DAP-CFG has been conducting customer satisfaction surveys in compliance and consistent with guidelines issued by the Governance Commission for Government-Owned and Controlled Corporations (GCG).
-Clarrie Mae Castillo