So opens a “Customer Satisfaction Survey Form” reportedly sent by the Clark Development Corp. to all its locators recently.
The survey asked the locators to rate the CDC service received “on scale of 1 to 3, where 3 is Excellent and 1 ifNeeds
Improvement.”
The categories comprised “Completeness of Service and Information, Timeliness of Response and Process, Responsiveness, Courtesy and Professionalism, Quality of Our Facilities: Signages, Cleanliness and Orderliness, and In General Were You Satisfied with our Service.”
Comments and suggestions were also asked the locators with the information: “This form serves as a guide.
You may freely express your comments or suggestions in the manner or form that you think will accurately and truthfully capture the message you want to impart to improve our services.”
While conceding as a “management tool to improve services,” a number of locators said the survey “could be used as a tracking device to identify locators critical to the CDC.”
Locators provided Punto with a copy of the survey form and agreed to express their views about it on the condition that they not be identified for fear of reprisals from CDC management.
“We cannot rate CDC service as ‘1’ or needing improvement, or place anything negative in our comments because that would mark us for possible harassment by CDC management,” said a locator showing the portion of the survey form where the respondent should write the name of the company, his/her name, contact number, email address and affix his/her signature.
While “optional” is parenthetically enclosed in the slot of the respondent’s name, “all the other personal data” would identify him or her, said the locator.
In the attached “receiving slip”” for the survey form, the name of the respondent and the company are required which, said the locator, “nullifies the optional provision” in the form.
“They can easily pick on us, as we are identified. As easily bring trumped up charges of violation of our leased agreements or some such cases,” he said.
Another locator claimed Koreans are “specially alarmed” over the form in the wake of the eviction of their compatriot Steve Kim from his leased property Hollywood Park for alleged non-compliance with his lease agreement.
“Kim is branded as anti-CDC when he organized the Lubao (hot air) balloon festival which beat the Clark festival,” commented a locator.
“Now there is a climate of fear among locators, specially Koreans, who may suffer the same fate as Kim if they criticized the CDC or even if they give low rating in the survey,” said the locator.
To another expatriate doing business at Clark, the survey will be used “to prop up (CDC President- CEO Arthur) Tugade’s image.”
“With enough ‘Excellent’ ratings from a captive audience of locators, the CDC will show that the 6th rating Tugade received from the board of directors will be shown as invalid,” he said.
Punto’s Ashley Manabat tried to contact Tugade for his side of the issue. After failing three times to get through him, Manabat called CDC Vice President Evangeline Tejada.
Over the phone, her comment was brief: “It’s a GCG (Government Commission on GOCCs) form. It’s not only Clark that conducted the survey but all other GOCCs to measure clients’ satisfaction as well as monitor performance of quality management system in terms of meeting the clients requirements and expectations.”
