Philippine Fisheries Development Authority (PFDA) has received an overall net satisfaction rating of 80.85% during the 2021 Client Satisfaction Survey (CSS) conducted by the Development Academy of the Philippines (DAP), a significant jump from 2020 CSS rating of 74.40%. 

According to the PFDA Operations Services Department – Project Evaluation Division (OSD-PED), the rating suggests that the performance of the PFDA meets the minimum expectations of the customer. Some of the main reasons for the significant rise of this year’s satisfaction rating were accessibility to prompt service, ease of doing business, and presence of courteous staff. 

Since 2016, the PFDA has been conducting a client survey through DAP to understand what the customers think about the products or services in the Central Office and nine Regional Fish Ports (RFP). For three consecutive years, the agency has experienced a significant rise in customer satisfaction. 

In 2020, the COVID-19 pandemic hit the entire economic landscape which created a downward spike in the fisheries sector. Hence, a decline in the PFDA’s satisfaction rating. 

In 2021, as the COVID-19 situation eases, the fisheries industry has gradually recovered. With a better and improved fisheries sector, the PFDA is back in business and is once again on an upward track towards a high client satisfaction rating. 

The objective of CSS in the PFDA is to measure the level of customer satisfaction with services offered by PFDA on all its RFPs. The satisfaction survey also aims to measure the level of awareness of the Service Quality Standards (SQS) among the customers based on the action plan applied by the ports and to determine the level of knowledge and understanding of SQS and professionalism of the PFDA personnel involved in frontline services. 

(Mark Angelo N. Perez – Public Information Division with reports from OSD-PED)