Farmers are fisherfolk continued to express high satisfaction levels for the services being given by the Philippine Crop Insurance Corporation (PCIC).

This was revealed in the Customer Satisfaction Survey for 2019 conducted by the Development Academy of the Philippines on behalf of the PCIC.     Survey results gave the PCIC an overall satisfaction rating of 4.57 which is equivalent to very satisfied.

Out of the 1,300 respondents, 96.46 percent said they were satisfied, 2.62 percent were neutral and only 0.93 percent were dissatisfied with PCIC’s insurance services for farmers.

“We are pleased that the PCIC has consistently obtained a high level of satisfaction rating since 2015, when we first commissioned DAP to do a Customer Satisfaction Survey,” PCIC President Atty. Jovy C. Bernabe said. ”Since then, our ratings have not gone below 95 percent.”

Moreover, the survey showed that customers were very satisfied with the services of the PCIC, including those for its insurance products:  fisheries/aquaculture, rice, corn, livestock. non-crop insurance  and the CLTIP Assurance. Only services for high value crop insurance was given a satisfied rating.      

On specific service attributes, customers were also very satisfied with Staff and Organization, Insurance, Complaints Handling and Records Keeping, Information and Communication, Facilities and Integrity, Only Information Platform which refers to the corporation’s website, achieved a satisfied rating.

Dissatisfied customers said that insurance claims were not sufficient and the assessment of damage was not justifiable. 

“We are happy that we maintained the level of satisfaction among the service attributes, and improved on Complaints Handling and Records Keeping, which only achieved a satisfied rating in 2018.  For the dissatisfied customers, we take their observations as areas to improve on,” Mr. Bernabe said. “We always aim for an accurate and fair assessment and give the appropriate claims to our beneficiaries.”     

The conduct of the 2019 Customer Satisfaction Survey was guided by the supplemental guideline issued by the Governance Commission for Government owned and controlled corporations (GCG). A customized questionnaire covering the various service attributes for the PCIC was provided. PCIC’s primary customers—farmers and fisherfolk—as well as the methodology used were determined by the GCG.

The survey was administered in the 13 regional offices of the PCIC from September 30 to October 4, 2019 and November 25 to December 18, 2019