The Social Security System (SSS) lauded its Diliman and Cebu Branches for earning 94 percent and 89 percent net satisfaction ratings for its overall service, respectively, in the 2019 Customer Satisfaction Maintenance Survey Report.
The survey report is a requirement for the implementation of the ISO 9001:2015 Quality Management System (QMS) to determine the level of satisfaction of customers in ISO-certified SSS branches.
“This is a good indicator that our SSS branches meet the requirements needed to maintain the ISO certification and continue to adhere to the international standards in delivering quality customer service despite the high demand and increasing number of members and transactions,” SSS President and Chief Executive Officer Aurora C. Ignacio said.
The survey conducted in SSS Diliman showed that its satisfaction rating jumped by 10 percent as compared to last year. SSS Diliman currently caters to an average of 13,366 walk-in clients daily with over 30,687 average daily transactions.
Conducted by the SSS Communication Research Team among 500 respondents transacting in the branch, the survey covered all SSS core processes which are: Registration and Coverage System (RCS); Retirement, Death & Funeral (RDF)/Annual Confirmation of Pensioners; Sickness, Maternity and Disability (SMD); Loan Repayments, Contribution Collection (Tellering), and Salary Loan.
The results of the 2019 survey show higher net satisfaction ratings in all core processes as compared to last year. RCS earned 98 percent net satisfaction rating, up from last year’s 94 percent; RDF/ACOP jumped to 90 percent this year from the 83 percent recorded a year ago; Sickness and Maternity rose to 88 percent from last year’s 85 percent; while Tellering jumped from 83 percent to 97 percent this year. The net satisfaction ratings on Salary Loan got the highest increase among the core processes. It rose by 35 percent from 65 percent in 2018 to 100 percent this year. Followed by Disability which jumped by 34 percent from 56 percent in 2018 to 90 percent in 2019.
SSS Diliman branch received its first ISO 9001 Certification in 2011 for Registration and Coverage System and was recertified in 2014. In 2017, SSS Diliman received its certification for the ISO 9001:2015 version.
Meanwhile, SSS Cebu received 89 percent net satisfaction rating—95 percent for RCS; 84 percent for RDF/ACOP; 86 percent for SMD; 92 percent for Tellering; and 86 percent for Salary Loans. The passing rate for maintenance surveys is 85%.
“We are pleased with the result of the survey for our SSS Mega Branches. This reflects our commitment to provide our members and employers quality service which is at par with global standards. SSS is continuously developing its programs, including our direction towards digitalization, to improve our services and make transactions more convenient for members,” Ignacio added.
The pension fund plans to strengthen its electronic facilities and invest in information technology to save on operating expenses and make transactions for members and employers faster and easier. SSS targets about 32.3 million web transactions by 2020.
