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ISPSC tapped anew for customer satisfaction survey

NTA held a coordination meeting with officials from the Ilocos Sur Polytechnic State College (ISPSC) for the conduct of the 2017 Customer Satis-faction Survey, at the ISPSC campus in Sta. Maria, Ilocos Sur last September 27.

This will be the second time that NTA will tap the service of ISPSC, an independent third party, for the Customer Satisfaction Survey. The purpose of the survey is to solicit feedbacks from the various NTA clients as regards the efficiency and effectiveness of the policies, systems and procedures underlying its different programs, projects, activities and services.

In the 2016 Survey, conducted from June 1 to July 31 last year, farmer-cooperators of the NTA gave an excellent (extremely satisfactory) mark to the programs, projects, activities, and services which they availed of in 2015. The farmers were randomly selected from tobacco growing provinces, namely, Ilocos Norte, Ilocos Sur (divided into Vigan and Candon Branch Offices), Abra, La Union, Pangasinan, Isabela and Cagayan. The same survey also showed that the eight provincial branches are delivering excellent service to the farmers, buying sector clients, and the private sector and trader clients.

As embodied in the Performance Agreement Negotiation (PAN) between the GCG (Governance Commission for Government-owned and -controlled corporations [GOCC]) and NTA, the agency like all state agencies, including GOCCs, must ensure the satisfaction of their respective customers or clientele in order to be relevant and worthy of continued government support.

Atty. Rohbert A. Ambros, OIC of the NTA Regulation Department (acting Corporate Planning Manager during the meeting), headed the NTA officials in the meeting which also included Fortuna C. Benosa, Division Chief III of CorPlan, Candon Branch Manager Estrella G. De Peralta, Acting Branch Chief Agriculturist Loreto S. Reyes, and Senior TPRO Merly S. Sison.

Atty. Ambros discussed the rationale and the mechanics of the conduct of the survey, adding that the methodology of last year's survey will also be followed this year.

Last year, ISPSC used three sets of survey forms designed by NTA. The first set contains the questions on how satisfied the respondent farmers are in terms of the package of technology, technical, financial and marketing assistance, training and scholarship and availability of extension workers.

The second set asks the respondents (researchers, consumers, and buyers) on how they rate NTA services rendered along these criteria: courtesy, knowledge of work, response to queries, pertinent information offered, and prompt and speedy service.

The third set asks respondents (traders/private sector) on the rating of the agency in terms of the above criteria, including availability of staff at trading centers, correct billing for research/regulation and monitoring fees, and fair and objective application of rules and regulations.

Dr. Carmelo Beria, ISPSC Vice President for Research and Extension, extended the school's deep appreciation to NTA's recognition of ISPSC's capabilities as proven by NTA's commissioning ISPSC of their services for the survey for the second time. He said that NTA has always been their partner in the school's pursuit of academic excellence.

"Many of our students are benefi-ciaries of the NTA Scholarship program, and we had reforested our campuses because of the NTA's Synchronized Tree Planting," he added.