The Metropolitan Waterworks and Sewerage System (MWSS RO) commissioned a Customer Satisfaction Survey (CSS) with the University of the Philippines Center for Integrative and Development Studies (UP CIDS) to determine the level of customer satisfaction with its service to water consumers. The UP CIDS conducted both survey and one-on-one interview with the customers of the two concessionaires: Maynilad Water Services, Inc. (Maynilad) and Manila Water Company, Inc. (Manila Water).
Two public dialogues were conducted by MWSS RO on 5 and 7 July 2016 for its public information dissemination on the Implementing Rules and Regulations (IRR) No. 2013-03 on Rate Classification of Places of Worships with the respective customers of Maynilad and Manila Water.
Highly favorable scores were obtained from the participants in every aspect of the public dialogues. Most of the respondents concurred that having the public dialogues among MWSS RO, the concessionaires, and the customers is an excellent way to consult directly and gain feedback from the stakeholders themselves, and that the public dialogues is a healthy sign of transparency and participation in public governance. The public dialogues provided a structured, participatory, and inclusive approach in policy implementation, particularly on areas where there are instances of underperformance.
Recommendations based from the survey and interviews after the public dialogue include the provision of the following:
- accessible venue located central of each concessionaire’s coverage area;
- adequate facilities that will encourage customers to participate and for them to be comfortable in subsequent social activities after the event, i.e., further queries with concessionaire personnel, socialization, interviews, among others; and
- an appropriate action booth or help desk during such events that will allow the attendees to ask questions or file complaints, and receive acceptable answers that can be realized within a specific period, taking into consideration that not all participants would like to articulate their concerns before an audience.
To determine the satisfaction of MWSS RO’s customer service, a survey was conducted on customers who filed complaints and underwent the complaints handling process up until its resolution.
On the evaluation of the current process of MWSS RO’s complaints handling, customer response in the CSS are similarly positive. An average customer rating of 94.31, on a scale with 100 being the highest and 76 as the lowest, suggest as to how positive or effective the process is.
Source: UP CIDS Report, December 2016.