2017 Customer Satisfaction Survey (CSS) for the Philippine Fisheries Development Authority (PFDA)
Results of the 2016 Customer Satisfaction Survey (CSS) for the Philippine Fisheries Development Authority (PFDA) showed gaps where port services can still be improved. To further gather perception on services among customers, PFDA conducted a 2017 CSS. The study aims to a) measure the efficacy of the interventions applied by regional ports and operating units based on the gaps in service delivery identified in 2016 CSS, b) re-evaluate the level of knowledge, understanding, and professionalism of the port personnel based on PFDA Customer Satisfaction Models, c) formulate a feedback mechanism to monitor customer satisfaction, and d) conduct a follow-up survey on customer satisfaction in all eight regional fish ports. The study made use of both quantitative and qualitative data collection approaches. Focus group discussions (FGDs) were conducted as well as computer assisted personal interviews (CAPI). Almost all of the respondents were found to be knowledgeable of the PFDA. The most common transaction that respondents had with the PFDA office was the issuance or renewal of identification cards. No negative implication on the availability and quality of existing facilities was expressed. Further, no problems were aired in dealing with the PFDA personnel in all fish ports covered in the study.