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METROPOLITAN CEBU WATER DISTRICT

Cor. Lapulapu & Magallanes Sts., Cebu City
Sewerage and Sanitation Department/ Sanitation Division
Septage Management Program
Customer Satisfaction Survey Questionnaire

The Metropolitan Cebu Water District (MCWD), a government-owned-and-controlled corporation mandated under the
Presidential Decree 198 or the Local Water Utilities Act. As a local water district or public utility firm, we have two vital
mandates, namely, 1. water supply and 2. sewerage and sanitation.

As provided in our Constitution, our mandate is only alive if it is being felt in our Area of Responsibility together with the
community of water users that we interact and integrate with everyday. Thus, this Customer Satisfaction Survey of the
Metropolitan Cebu Water District will serve as our check and balance to do more and improve our public service on
septage management program implemented in the Island of Mactan covering the local government units of Lapulapu
City and the Municipality of Cordova.

KNOWLEDGE, ATTITUDES, & PRACTICES (KAP)

& CUSTOMER SATISFACTION SURVEY
Please take a few moments to complete our government service satisfaction survey. Your responses will help us to
address any issues that you may have as well as to better our mandate to meet your needs. Your responses will be
kept confidential.

Thank you for being our community of consumers in the water sector. Please help us improve our service to you by
completing this survey. Kindly tick the appropriate box.

PROFILE OF SAMPLE

Name: ______________________________________Date of Birth:______________Place of Birth:_____________________

Age: □ 21-30 years old □ 31-40 years old □ 41-50 years old □ 51-60 years old □ 61 years old and above
Sex: □ Male □ Female □ LGBT
Civil Status: □ Single □ Married □ Separated □ Widow/Widower
Contact Details: Mobile Phone No.: _____________________Landline Phone No.:_________________________________
Email Address:_________________________________________________________________________________________
Social Media Account: Facebook: __________________________Twitter:_____________________IG:__________________

Address:________________________________________________________________________________________________
______________________________________________________________________________________________________

Occupation: ____________________________________________________________________________________________
Educational Attainment: □ Elementary Level/Graduate □ High School Level/Graduate □ College Level □ College Graduate
□ Post-College Graduate
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MCWD Account Code: _________________________________________ □ Non-MCWD Costumer

Source of Water: ____________________________________ Other Source of Water:______________________________

No. of Toilets: □ 1 -2 □ 2-4 or more

Type of Toilet: (https://psa.gov.ph/content/toilet-facility)

□Water-sealed, sewer septic tank, used exclusively by household
□Water-sealed, sewer septic tank, shared with other household
□Water-sealed, other depository, used exclusively by household
□Water-sealed, other depository, shared with other household
□ Closed pit
□ Open pit
□ Others (pail system, and others)

No. of Septic Tanks: ________________Size of Septic Tank: _________________________________________________

Type of Septic Tank: □ 3-chambered □ 2-chambered □ Other ________________________________________

Residential: □ Owned □ Rented No. of Members In the Household: □ 1-5 □ 6-10 □ 10-more

No. of Years in Living in the Research Locale:□ 1-5 Years □ 6-10 Years □ 11-15 Years □16-20 Years □21 Years and above

Institutional: □ Public □ Private Name of Institution/Agency:__________________________________________

Address: _____________________________________________________________________________________________
Desludging/ Redesludging Dates: _______________________

Introduction:

A Knowledge, Attitudes, & Practices Assessment will be part of the Customer Satisfaction Survey for the reasons that
the septage management program is a new program being implemented and concurrently a pilot project of MCWD.
Such KAP Assessment will also substantiate the Customer Satisfaction Survey and would aid the program proponent
towards achieving strategic directions and tactical actions.

Please find the questionnaire below:

PART 1: Knowledge, Attitudes, & Practices Assessment

A. Knowledge Questions

1. Are you aware that the Metropolitan Cebu Water District is operating a septage management program
within your locality? (Nagkahibalo ka ba nga ang Metropolitan Cebu Water District o MCWD
nagpahigayon o gadumala og programa sa paghabwa sa septik tank?)

□ Yes (Oo) □ No (Wala) □ Not sure (Wala kasiguro)

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2. Are you aware that the desludging services are being operated by the contracted party of MCWD, the
EnviroKonsult Inc. (EKI)? (Nakahibalo ka ba nga ang serbisyo sa paghabwa sa septik gipahigayon sa
kontraktor sa MCWD nga mao ang EnviroKonsult o EKI?)

□ Yes (Oo) □ No (Wala) □ Not sure (Wala kasiguro)

3. How were you made aware that there is a provision of desludging services in your locality conducted by
the MCWD by its contractor, the EKI? (Sa unsang matang sa mass media nimo nasayran nga adunay
serbisyo sa paghabwa sa septik ang MCWD uban sa kontraktor niini nga EKI?)

□ Public Hearing □ Radio □ Newspaper □ Television □ Facebook □ Word of Mouth

4. Are you aware of any laws, policies, and ordinances pertaining to the septage management program?
(Nasayud ka ba og mga balaod, palisiya, ug mga ordinansa tali sa pagpahabwa ug pagdumala sa septik
nga programa?)

□ Yes □ No □ Not sure

5. What are the government agencies you think who are responsible to implement septage management
program? (Sa imong panahom, unsa kaha nga mga ahensya sa gobyerno ang angayang magpahigayon
ug magpadagan og programa alang sa paghabwa sa septic wastes?)

□ Water District □ Local Government Unit (LGU) □ Department of Health (DOH)

□ Department of Environment and Natural Resources (DENR)

6. What environmental programs/sanitation/septage programs are you aware of, that are being implemented by your
barangay? (Unsa ang mga programa nga pag-atiman sa kinaiyahan nga imong nasayran nga ginapahigayon sa
imong barangay?)

□ Solid Waste Management □Watershed Management (e.g. Tree/Mangrove planting) □Sanitation/Septage

Management

B. Attitude Questions

1. How do you feel that there is a septage management program or desludging services being provided by
the government? (Unsa man ang imong gibati nga aduna nay programa sa pagpanghabwa sa kasilyas
nga gipahigayon sa atong gobyerno?)

□ Happy (Nalipay) □ Not Understood & Discontented (Diskuntento kay wala Mahisabti)

□ Understood & Contented (Nasabtan) □ Agreed to Sustain (Motugot nga ipadayon)

2. In your perception, does the septage management program could bring in benefits to your city/municipality
and to your own household? Sa imong panglantaw kini ba nga programa sa pagpanghabwa sa kasilyas,
adunay maayo nga resulta nga mahatag sa imong lungsod o munisipalidad ug sa imong kaugalingon?

□ Yes (Oo) □ No (Dili)

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3. Would you or have you tried to persuade or convince your neighborhood to avail such septage
management services provided by the MCWD? (Uyon ka ba or nakasulay ka ba nga nang-agni or
nangumbinsi sa imong mga kasilinganan sa pagsalmot sa serbisyo nga pagpanghabwa sa kasilyas nga
gipahigayon sa MCWD?)

□ Yes (Oo) □ No (Dili)

C. Practices Questions

1. Have you ever availed a desludging service by private septic desludgers or haulers? (Nakasuway ka ba
og pagpahabwa sa mga pribadong tighabwa og septic tank?)

□ Yes (Oo) □ No (Dili)

2. Since you have availed the desludging services, would you be willing to avail the desludging services by
MCWD again and make it your sole provider of your desludging needs? (Tungod kay ikaw nakasulay
naman ka nga nakapahabwa sa imong septik tank, buot pa nimo nga ikaw maserbisyohan lang gihapon
sa MCWD ining pagpanghabwa sa septik tank?)

□ Yes (Oo) □ No (Dili)

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PART 2: Customer Satisfaction Survey

A. ON RELIABILITY

1. How satisfied are you in terms of promptness and timely schedule with the septage services provided by MCWD through its
contractor the EKI? (Unsa ang imong lebel sa katagbawan tali sa nakasabutang pagpaeskedyul sa serbisyo sa pagpahabwa sa
septik tank nga gipahigayon sa MCWD pinaagi sa kontraktor niini, nga EKI?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

2. How satisfied are you with the desludging services provided by MCWD through its contractor, the EKI, in terms of handling difficult
situations pertaining to septic tank location, opening the manhole of the septic chamber, during inspection and on the onset of the
siphoning and desludging? (Unsa ang lebel sa katagbawan sa serbisyo sa pagpanghabwa nga gipahigayon sa MCWD pinaagi sa
iyang kontraktor, nga EKI, ang tali sa mga igo-igong kalisdanan sama kahagip-ot sa lokasyon sa septik nga tangke, pag-abli sa
manhole sa higayon sa pag-inspeksyon etc. niini ug atol sa adlawng paghabwa?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

3. During the siphoning of septic wastes, there is a manifest form that the customer has to sign that the service was rendered, how
satisfied are you with the info-entries to the manifest form? (Sa adlawng pagpahabwa sa septik tank, adunay manifest form nga
pirmahan ang customer sa pagpamatood nga ang serbisyo na pahigayon na, unsa ang lebel sa katagbawan sa mga impormasyon
nga nalatid sa imong manifest form tali sa imong insaktong pangalan, address, nahabwa nga bolyum sa septic wastes?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

B. ON ASSURANCE

4. How satisfied are you with the MCWD employees’ and the Contractor’s (EKI) employees’ behavior in terms of instilling and imparting
trust, confidence, courteousness and being safe in the manner of handling the provision of the septage siphoning and desludging
services in your place on the day of the transaction? (Unsa ang lebel sa imong katagbawan tali sa pagpaabot sa maayong
pamatasan sama sa pagsalig, pagkumpyansa, pagkamatinahuron, ug sa ka-maampingon diha kaninyong among mga kunsumidor
sa pagpahigayon sa maong serbisyo sa pagsuyop ug paghabwa sa inyong septik tank sa adlaw sa transaksyon?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

5. What is your level of satisfaction in the way our MCWD employees and our contractor’s employees in handling your queries and
giving out the right answers or being knowledgeable to your queries pertaining to these septic siphoning and desludging services?
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(Unsa ang lebel sa imong katagbawan sa paghatag sa insaktong impormasyon ug mga kabalaka sa among mga empleyado sa
MCWD ug sa empleyado sa among kontraktor diha imong sa mga pangutana?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

C. ON TANGIBLES

6. What is your level of satisfaction on the quality of equipment or the vacuum trucks, or the physical properties of the septage
management plant facility, or the neatness of employees, environmentally-harmonious, and observance of COVID 19 health
protocols both of MCWD and our contractor’s employees, in handling your desludging services here in your locality? (Unsa ang
lebel sa katagbawan nimong among kunsumidor sa serbisyo sa pagpahabwa sa septik nga hugaw tali sa kalidad sa mga ekipo nga
gigamit, trak sa paghabwa, sa planta, sa kahapsay sa panagway sa mga empleyado sa MCWD ug empleyado sa kontraktor (EKI)
niini, sa pagnunut sa mga rekesitos sa kinaiyahan, ug pag-obserbar sa mga COVID 19 health protocols?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

D. ON EMPATHY

7. How are you satisfied in terms of convenience of operating hours of the desludging service vis-à-vis to your requested availability in
your household to attend to the scheduled desludging service? (Unsa ang lebel sa katagbawan diha kanimo tali sa pagkatakdo sa
oras sa kunsumidor nga naa sa iyang panimalay ug sa oras sa pagpahigayon sa serbisyo sa pagpahabwa nga gipahigayon sa
MCWD ug sa kontraktor (EKI) niini?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

8. What is the level of satisfaction in terms of understanding and feeling/or felt comforted in addressing your specific desludging needs
at the time the desludging service was conducted in your household? (Unsa ang lebel sa katagbawan ang nasinati tali sa
pagpasabot ug pagpahumagay sa gibati sa panginahanglanon nimong among kustomer nunut niining serbisyo sa paghabwa sa
inyong tangke sa septik nga hugaw?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

E. ON RESPONSIVENESS
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9. What is the level of satisfaction of the in addressing/ handling the septage services complaints in terms of recording its nitty-gritty
and detailed-ness of issues/concerns in the complaint forms raised to the MCWD employees? (Unsa ang lebel sa katagbawan
nimong among kustomer tali sa pagpaminaw ug pagsulat sa complaint form sa kadetalyado ug ka-kumplikado sa mga reklamo sa
napahigayon na nga serbisyong-pagpahabwa sa septik?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied

10. What is the level of satisfaction of the actual resolve facilitated by the MCWD employees with regards to the nitty-gritty and detailed-
ness of the issues/concerns raised by our septage services customers? (Unsa ang lebel sa katagbawan sa gihimo nga aktwal nga
pagresolbar nga gipahigayon sa MCWD employees tali sa mga isyu nga gipadangat sa mga kunsumidor sa pagpahabwa sa septik?)

□ 5 Very Satisfied
□ 4 Satisfied
□ 3 Good, But Can Be Better
□ 2 Somewhat Dissatisfied
□ 1 Very Dissatisfied