CUSTOMER SATISFACTION SURVEY

LOCAL WATER UTILITIES ADMINISTRATION (LWUA)

FOR WATER DISTRICT GENERAL MANAGER/DESIGNATED OFFICER

QUESTIONNAIRE
NUMBER
(To be filled out by the
UP NEC personnel)

RESPONDENT INFORMATION
Respondent Name Respondent Phone
Number (House)
Position of Respondent in Respondent Phone
the Water District Number (Mobile)
Respondent Address

Date Accomplished
QUALITY CONTROL CHECKS AND VALIDATIONS
(To be filled out by the UP NEC personnel)
Witnessed/validated by Edited By
Witness/Validation Date: Date of Editing
Signature Signature
Quality Checked by Data Punched by
Quality Check Date Data Punch Date
Signature Signature
Observed by (IA) Cleared by (IA)
Observation Date Clearing Date
Signature Signature
Back-Checked by Re-screened by
Backcheck Date Rescreening Date
Signature Signature

Customer Satisfaction Survey 1

 MAIN QUESTIONNAIRE
SERVICES AVAILED OF FROM LWUA DURING THE YEAR 2021

Please encircle the corresponding code(s) for service(s) availed of by your Water District from
LWUA for the Year 2021 only.

SERVICES FROM LWUA CODE ROUTE

Advisory assistance and training on water supply system 1 Proceed to
management and on commercial practices system Q1
Engineering services in facilities improvement 2
(e.g., pre-investment studies, detailed design of water supply system,
construction supervision and assistance in start-up operations)
Financial assistance in forms of credit and of grant for local water 3
utilities
Others, please specifiy: 4

PART 1. OVERALL SATISFACTION

Q1. Please use this rating scale where 5 means Very Satisfied, 4 means Satisfied, 3 means Neither
Satisfied nor Dissatisfied, 2 means Dissatisfied and 1 means Very Dissatisfied. How would you rate
the overall services of LWUA? Please encircle your corresponding rating.

VERY VERY
SATISFIED NEITHER DISSATISFIED N/A
SATISFIED DISSATIFIED
Overall
satisfaction 5 4 3 2 1 99
rating

Q2. Why did you give this rating?

Customer Satisfaction Survey 2

PART II. EXECUTION OF SERVICE

Q3. Using this rating scale (5 - strongly agree, 4 - agree, 3 - neither agree nor disagree, 2 -
disagree and 1 - strongly disagree), please let us know how much you agree or disagree with the
following statements. Please encircle your corresponding rating.
Neither
Strongly Agree Strongly Not
Agree Disagree
Agree Nor Disagree Applicable
Disagree
Staff and organization
LWUA’s staff…
treats customers with respect 5 4 3 2 1 99

strictly and fairly implements the 5 4 3 2 1 99

policies, rules and regulations
(e.g., no discrimination, no
“palakasan” system)
Provides clear and sufficient 5 4 3 2 1 99
information (i.e., solutions to
problems, answers to inquiries, and
information on products and
services)
Addresses queries/concerns in a 5 4 3 2 1 99
prompt manner
Demonstrates willingness to assist 5 4 3 2 1 99
customers
Is easy to contact 5 4 3 2 1 99
Financing
Requirements are properly 5 4 3 2 1 99
disseminated
Process for applying for loans is 5 4 3 2 1 99
simple and easy
Application process is better than 5 4 3 2 1 99
other lending institutions
Documentary requirements are 5 4 3 2 1 99
reasonable
Loan applications are 5 4 3 2 1 99
processed/completed within a
reasonable amount of time
Loan terms and conditions (e.g., 5 4 3 2 1 99
payment terms) are clean and
reasonable
Interest rates are competitive 5 4 3 2 1 99
Documents issued are free from 5 4 3 2 1 99
defects or typographical errors
Payments are easy to make 5 4 3 2 1 99
Client information is kept
5 4 3 2 1 99
confidential

Customer Satisfaction Survey 3

 Regulatory – Policies, Rules and Regulations
Policies, Rules and Regulations…
Are clear, consistent, and sufficient 5 4 3 2 1 99

Are strictly implemented 5 4 3 2 1 99

Are properly updated 5 4 3 2 1 99

Are properly disseminated 5 4 3 2 1 99

Reportorial/documentary 5 4 3 2 1 99
requirements are reasonable
Timeline for compliance are fair 5 4 3 2 1 99
and reasonable
Fees and/or penalties imposed are 5 4 3 2 1 99
fair and reasonable
Regulatory – Application with LWUA

Requirements are properly 5 4 3 2 1 99

disseminated

Filing of application is simple and 5 4 3 2 1 99

easy
Documentary requirements are 5 4 3 2 1 99
reasonable
Process is completed within a 5 4 3 2 1 99
reasonable amount of time
Documents issued are free from 5 4 3 2 1 99
defects or typographical errors
Regulatory – Training/ Workshop (Trainers)
Trainers…
Are credible and knowledgeable on 5 4 3 2 1 99
the subject matter
Communicated with participants 5 4 3 2 1 99
clearly and effectively
Were understanding and 5 4 3 2 1 99
responsive to participants’ needs
and requirements
Adequately coordinated with 5 4 3 2 1 99
the training/course participants
Regulatory – Training/Workshop (Training Course and Materials)

Training content was relevant, 5 4 3 2 1 99

sufficient, and useful
Training/course materials were 5 4 3 2 1 99
sufficiently provided
Training method and activities 5 4 3 2 1 99
were appropriate and effective
Training course was well-organized 5 4 3 2 1 99

Customer Satisfaction Survey 4

 Water Projects

Project is executed in a timely 5 4 3 2 1 99

manner
(Agreed upon deadlines are met)
Delivered outputs are of good 5 4 3 2 1 99
quality
Agreed upon prices / rates of 5 4 3 2 1 99
payment in exchange for services /
goods delivered are reasonable
Purpose, deliverables, 5 4 3 2 1 99
responsibilities,
and timelines are clear and well-
defined
Complaints Handling and Records Keeping

Filing of complaints is easy and 5 4 3 2 1 99

systematic
Complaints are resolved with 5 4 3 2 1 99
prescribed timeframe
Resolutions to complaints are 5 4 3 2 1 99
satisfactory/acceptable
Files/records are accurate and 5 4 3 2 1 99
updated

Information and Communication

Information from LWUA is…
easy to obtain 5 4 3 2 1 99

clear and relevant 5 4 3 2 1 99

Information and Communication (Website)

LWUA’s website…
is available and accessible (e.g., no 5 4 3 2 1 99
downtime, loads easily)
contains the information needed 5 4 3 2 1 99

is user-friendly 5 4 3 2 1 99

Facilities

Signages are visible and readable 5 4 3 2 1 99

(e.g., Citizen’s Charter, steps,
and procedures, directional
signages)
Office premises are clean, orderly, 5 4 3 2 1 99
andwell-maintained

Customer Satisfaction Survey 5

 Office premises are well-ventilated 5 4 3 2 1 99
and have good lightning
Offices premises are safe and secure 5 4 3 2 1 99
(e.g., with security guard)
Office has separate lane for senior 5 4 3 2 1 99
citizens, PWDs, pregnant women

Q4. Where do you most often get information about LWUA and its services? (Check all the applies)
INFORMATION SOURCE
Information desk
Website
Phone/Hotline
Social Media (Specify )
Conferences
Text/SMS
Bulletins
Others (Specify )

Q5. What are your suggestions for the improvement of LWUA services?

Customer Satisfaction Survey 6