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CIAC nets 97% satisfaction in survey

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CLARK FREEPORT ZONE — Locators at the civil aviation complex being served by the Clark International Airport Corp. (CIAC) gave the agency a 97.78 percent rating in a recent Customer Satisfaction Survey conducted by a third party statistician, an executive of the state-run agency said.

CIAC President Aaron Aquino reported that 44 of the locators-respondents were satisfied with CIAC’s delivery of services, with results indicating “very good” and “responsive” in the conduct of transactions, “processes were efficient and personnel were accommodating, and the timely resolutions of concerns were evident.”

“The overall satisfaction rating is the business sector’s appreciation of our government’s sincere efforts in pushing for the ease of doing business and efficient government service delivery in spite of the pandemic,” Aquino said, while commending the CIAC’s rank-and-file staff and managers for the achievement.

CIAC has a total of 46 locators engaged in aviation- and non-aviation related businesses, and is the agency tasked to manage and develop the Clark aviation complex, also home to the Clark International Airport run by a consortium called LIPAD.

A third party statistician headed by Dr. Rey Fremista, a member of the Philippine Quality Award (PQA) executive committee, conducted the customer satisfaction survey from September 15 to October 5, 2021.

PQA is a body established in 1997 through Executive Order No. 448 issued by then President Fidel Ramos and is the country’s highest level of national recognition for exemplary organizational performance given to the private and public sectors that excel in quality, productivity and business performance.

Aquino noted that CIAC’s rating this year “even exceeded the 95 percent score in 2020 in spite of the business disruption that the pandemic had wrought.”

The survey is a requirement of the Governance Commission for GOCCs (GCG) and is included in CIAC’s 2021 Corporate Scorecard with the target of 90 percent satisfied customers.

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