DAP-CFG Policy Research Office Director Gilbert E. Lumantao presents the results of the 2021 Customer Satisfaction Survey to the TransCo counterparts
The results of the customer satisfaction survey conducted by the Development Academy of the Philippines’ Center for Governance (DAP-CFG) for the National Transmission Corporation (TransCo) revealed that primary customers were satisfied with its services. This was reported by Gilbert Lumantao, Director of the DAP-CFG Policy Research Office, during the presentation of the 2021 Customer Satisfaction Survey results to the TransCo Management Committee last January 20.
The survey determined the level of satisfaction of the primary customers on the quality of TransCo’s services and facilities and evaluated its responsiveness to the needs of its primary customers, namely, the Renewable Energy Developers (RED) who are eligible to receive Feed-in-Tariff (FIT) allowance, Utility Management Department (UMD) customers, and the National Grid Corporation of the Philippines (NGCP).
Director Lumantao further recommended that TransCo should sustain its current efforts to ensure that its services exceed the expectations of its customers and address the priority areas identified by some to further improve its service delivery.
Some 61 respondents were interviewed for the survey that was administered through telephone interviews from December 1 to 21 2021. The respondents assessed TransCo’s service delivery on the following attributes: Staff, Complaints Handling and Records Keeping, Information and Communication, Information and Communication (Website), and Facilities.
In addition, each respondent type assessed additional attributes specific to them, namely FIT Allowance Administration for REDs; Product and Services (General), and Electricity for UMDs; and Partner Organizations for the NGCP. To promote transparency and accountability in the government, the DAP included Integrity as an additional attribute.
The TransCo commissioned the DAP-CFG to conduct its 2021 Customer Satisfaction Survey to comply with Memorandum Circular 2013-02 issued by the Governance Commission for Government Owned and Controlled Corporations (GCG) and with the “Guidebook on the Enhanced Standard Methodology for the Conduct of the Customer Satisfaction Surveys for Government-Owned and Controlled Corporations,” issued by the GCG in 2019, which prescribes a standard methodology to streamline the administration of third-party customer satisfaction surveys for GOCC as well as with the additional guidelines issued in 2020 to respond to the impact of the COVID-19 pandemic.
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