All stakeholders transacting with the Bureau of Customs (BOC) can now type and send their feedback or concerns on every service provided to them using the bureau's online portal.
Through the Customer Care Portal System (CCPS), stakeholders are allowed to give their feedback using the citizen/client satisfaction survey (CCSS).
"This will allow the BOC to gather the stakeholders’ total experience, expectations, and satisfaction regarding its performance in all services rendered," the bureau said Thursday, July 22.
It explained that once the stakeholders’ concerns have been resolved, a link will be sent to the clients’ ticket thread. The link will redirect to a client feedback form where the clients will be asked to provide the type of transaction rendered such as but not limited to receiving and releasing of document, goods declaration, appointment, accreditation, inquiry, assessment, payment, and operations.
Clients will then be asked to rate their overall experience based on the following service quality dimensions: responsiveness, reliability or quality, access and facilities, communication, costs, integrity, assurance, and outcome.
Clients may also opt to give an anonymous feedback by leaving the “name of respondent” field blank. They may also provide further comments and suggestions on the feedback form.
According to the bureau, the data gathered from the CCSS shall be used to produce a customer satisfaction analysis on a regular basis. This will be used to determine the bureau’s areas of improvement in terms of efficiency and effectivity of all its business processes to promote better public service delivery to its external stakeholders.