2019

CUSTOMER
SATISFACTION SURVEY
for the
National Food Authority
 Objectives
1) The rate of satisfaction of NFA’s critical
stakeholders on the Agency’s delivery of
services
2) The derived importance through the
correlation of satisfaction level of each
attribute with the overall satisfaction rating
3) The stakeholders’ top reasons for satisfaction
and top reasons for dissatisfaction.
 Scope and Limitations
• The survey was administered by the NFA
• The processing of accomplished questionnaires and
preparation of final report was outsourced to a third-
party provider (Premier Value Provider, Inc. (PVPI).
• The survey covers the top 20 procuring provinces
across 8 regions.
• The sample size of 500 which is GCG’s minimum
prescription allows a national and area reading
(Luzon, Visayas, Mindanao) with an acceptable level
of margin of error.
Distribution of Respondents by Area
(500 Farmers Total Respondents)
81%
n=406

8%
n=39

11%
n=55
Distribution of Respondents
by Region / Province
FINDINGS
A. Overall Customer Satisfaction Score

• NFA’s Overall Average Rating is 4.53

which is Very Satisfactory.
• Overall score is excellent with a 97%
positive rating.
B. Breakdown of scores by area,
region/province, and type of services
availed
• Visayas had the highest score at 4.77 (100% positive
ratings)
• Scores by region indicated that Regions 5 at 4.21, 4 at
4.19 and 12 at 4.32 had the lowest scores (90%, 92%
and 93% positive ratings respectively). All other regions
have mostly 100% ratings.
• Score by services availed indicated that the
Institutionalized Farmers as Distributor of NFA Rice (I-
FAD) Program had the lowest satisfaction ratings at 4.33
although the percentage of positive ratings is at 99%
Overall Customer Satisfaction
Scores by Area

• From 1 to 1.80 represents (strongly disagree).

* • From 1.81 until 2.60 represents (do not agree).
• From 2.61 until 3.40 represents (true to some extent).
• From 3.41 until 4:20 represents (agree).
• From 4.21 until 5:00 represents (strongly agree).
Overall Customer Satisfaction Scores
by Region/Province
Customer Satisfaction Scores
by Services Availed
C. Reasons for the Satisfaction Ratings

• Qualitative responses indicated that the very few

negative (and neutral) raters mostly cited “lack of
bodega” as their reason for the satisfaction
ratings they provided. Many requirements, strict
palay classification and long queue in
warehouses were also cited.
• Responses from the positive raters were mostly
along the following themes: pricing of palay, staff,
and efficiency in systems and procedures.
D. Customer Experience (Attributes) Scores

• All the attributes were significantly correlated

with overall satisfaction. Regression analysis
indicated that all three attributes are
statistically significant predictors.
• Complaints handling had the strongest
impact (B=.26) but had the lowest score
(4.66) among the three attributes. It should
be noted however that all the scores are very
high (96 to 97% positive ratings).
Relationship of Overall Customer Satisfaction
with Customer Experience Attributes
Technical Note:
Satisfaction Scores per Item (NFA Staff)
Satisfaction Scores per Item (Farmers)

Satisfaction Scores per Item (Complaints Handling)

E. Perceived Importance of Service
Dimensions
• Perceived importance of the following service dimensions
were statistically significant predictors of overall
satisfaction rating:
o Sensitivity to farmers’ needs
o Scope of services
o Extent of assistance
o Familiarity to palay/farming business
All of the service dimensions were perceived to be highly
important (98 to100% positive rating)
• Perceived importance of “quality of service” was not a
statistically significant predictor of overall satisfaction
rating.
Perceived Importance of Service Dimensions and Their Relationship
with Overall
Satisfaction Rating
Perceived Importance Scores per Service Dimensions/Items
OVERALL CONCLUSIONS :
1.NFA’s overall average customer satisfaction rating is 4.53
which is Very Satisfactory.
2.Level of customer satisfaction rating is excellent (97%
overall positive ratings).
3.All 3 customer satisfaction attributes (NFA Staff, Support
to Farmers, and Complaints Handling) drive overall
customer satisfaction.
4.Perceived importance of the following service
dimensions are key drivers of overall satisfaction ratings:
• Sensitivity to farmers’ needs
• Scope of services
• Extent of assistance
• Familiarity to palay/farming business
OVERALL CONCLUSIONS :

5. Perceived importance of “quality of service”

was not a significant driver of overall
satisfaction ratings.
6. Qualitative data highlights the theme of
“Price of Palay,” “Staff” and “Efficiency in
Systems and Procedures” as the main
reasons for positive overall satisfaction
ratings. Among the negative raters, the key
theme is in the area of “Facilities” ---
lacking in bodega.
NUMBER OF RESPONDENTS FOR
GOVERNMENT INSTITUTIONS
2020 CSS
LIST OF GOVERNMENT AGENCIES/PRIVATE INSTITUTION THAT PURCHASED RICE FROM NFA FOR THE YEAR 2019
(SAMPLE RESPONDENTS)

Social Welfare Disaster Risk Bureau of Jail Non-

Philippine
and Reduction and Management Local Government Governmental
RANK REG PROVINCE National Police Others TOTAL
Development Management and Penology Unit (LGU) Organization
(PNP)
(DSWD) (NDRRMC) (BJMP) (NGO)

1 IV San Pablo City, Laguna 17 0 11 15 5 0 2 50

2 V Legaspi City, Albay 2 0 4 11 8 0 16 41
3 XI Digos, Davao del Sur 0 0 2 1 32 0 1 36
4 I Lingayen, Western Pangasinan 0 0 4 1 7 0 18 30
5 VII Banilad, Cebu City 4 0 10 0 6 0 10 30
6 NCR Central District Office, UN Ave. 3 0 2 1 2 0 21 29
7 IV Puerto Princesa, Palawan 17 3 1 0 5 1 1 28
8 NCR Cavite, Gen. Trias 7 0 8 10 1 0 1 27
9 I Laoag City, Ilocos Norte 0 1 1 0 10 0 12 24
10 V Masbate City, Masbate 0 0 5 1 5 0 11 22
11 X Iligan, Lanao del Norte 1 0 3 16 1 0 1 22
12 VI Jaro, Iloilo City 1 0 1 1 2 0 16 21
13 X Osamis City, Misamis Occ. 0 0 2 12 0 0 7 21
14 II Santiago, Isabela 1 0 4 1 2 0 11 19
15 XI Tagum, Davao Del Norte 8 0 0 2 2 0 6 18
16 V Daet, Camarines Norte 0 0 1 0 1 0 15 17
17 VI San Jose, Antique 1 0 2 11 2 0 1 17
18 VI Banga, Aklan 11 0 1 0 2 0 2 16
19 VII Tagbilaran, Bohol 2 0 1 1 5 0 7 16
20 IV Calapan, Oriental Mindoro 2 0 2 0 9 0 3 16
TOTAL 77 4 65 84 107 1 162 500
 NUMBER OF
FARMER RESPONDENTS
FOR 2020 CSS
 TOP 20 PROCURING PROVINCES
NO. OF PALAY FARMERS WHO SOLD PALAY TO NFA

Region Province Total No. of Palay Farmers

    2nd Cropping 1st Cropping Total Respondents

I Eastern Pangasinan 13 18 31
I Ilocos Norte 8 15 23
I La Union 5 20 25
II Isabela 120 75 195
II NW Cagayan (Allacapan) 65 18 83
II Cagayan (Tuguegarao) 24 14 38
III Nueva Ecija 70 65 135
III Bulacan 15 12 27
III Tarlac 21 23 44
III Pampanga 10 16 26
IV Occ. Mindoro (San Jose) 15 12 27
IV Mamburao, Occ. Min. 10 16 26
IV Palawan 9 23 32
V Camarines Sur 14 11 25
VI Iloilo 12 32 44
VI Capiz 9 14 23
IX Pagadian, Zambo Sur 12 12 24
X Bukidnon 14 44 58
XII North Cotabato 41 37 78
XII Sultan Kudarat 13 23 36
  Total 500 500 1,000