BOC-NAIA now has an online feedback system

Published June 15, 2021, 6:55 PM

by Ariel Fernandez

The Bureau of Customs-Port of NAIA (BOC-NAIA) launched on Tuesday, June 15 a QR (quick response) code-based customer feedback system as its newest addition to its digital services.

(Photo by Luis Villasmil / Unsplash)

The online feedback system, which effectively digitalized the manual satisfaction rating system, was officially launched during the stakeholders’ engagement meeting Tuesday.

The system is now connected to the dashboard of the Port of NAIA and reflects real-time statistics on stakeholders’ feedback.

During the online feedback system’s trial run between May and June this year, the Port of NAIA received an overall rating of 3.82. This meant that customers were “satisfied” with the performance of the port, based on a 4-point Likert Scale.

The customer feedback QR code shall be posted on conspicuous areas in the different offices and warehosues of the Port of NAIA, as well as on all its media platforms. This is to reach as many stakeholders as possible.

The QR code can be scanned and the resulting feedback form filled out using a mobile phone at any place and time.

(Photo from BOC)

This initiative is in line with the directives of Customs Commissioner Rey Leonardo B. Guerrero to provide better government service through modernization, transparancy, and digitalization.

According to District Collector Carmelita M. Talusan, the satisfaction rating to be yielded by the customer feedback QR code system will be essential in monitoring the port’s performance and in measuring the efficiency of its systems and personnel.

During the launch, several stakeholder-attendees such as Royal Air Freight, Luxasia, and Antrak Philippines, among others expressed their appreciation to BOC-NAIA for its continued modernization efforts.