Survey Finds Improvement in Meralco Customer Satisfaction Levels

Article excerpt

Manila Electric Company (Meralco) enjoyed improved customer satisfaction levels in 2003 despite a difficult year in which the company suffered from unfavorable court decisions, a drop in its stock value and loan restructuring.

Meralco posted a customer satisfaction index of 7.01 last year from a customer satisfaction index of 6.43 out of a possible 10 in 2002.

The customer satisfaction index represents Meralco customers overall satisfaction with the companys services, the quality of its product, rates, personnel and other performance indicators.

The 2003 survey was conducted by Goodthinking Inc. and Philippine Survey Research CenterResearch International (PSRC-RI) with 3,100 residential customers and 350 companies for industrial and commercial customers.

We would like to thank our customers for their continued trust in Meralco despite the many controversies this past year. Our improved CSI rating shows that our customers are able to look beyond the noise and appreciate the quality of service that we always strive for, said Ruth David, head of Meralcos customer service office.

This encourages us to further improve our services and stay focused on our commitment to consumers despite financial constraints and other difficulties, she said. …