Philippine Charity Sweepstakes Office got a 94.48-percent satisfaction rating in the 2017 Customer Satisfaction Survey commissioned to the Development Academy of the Philippines.
The survey was administered via face-to-face interview from Feb. 1 to 24, 2017 in its main office at the Lung Center of the Philippines, and nine pre-identified branch offices.
Of the 1,036 respondents, 94.48 percent of them, or 985, were satisfied with PCSO’s services on medical assistance and prize claims with an average satisfaction rating of 3.50 and above; while 0.29 percent was neutral and 5.02 percent were dissatisfied.
“Though the percentage of satisfied respondents was high, there is room for improvement considering that there were 217 negative comments (medical assistance 121, prize claims 96). It is worth noting that PCSO is a charity institution, which could contribute to the high satisfaction,” said PCSO general manager Alexander Balutan.
The respondents for the survey include PCSO’s Individual Medical Assistance Program (IMAP) beneficiaries and claimants for gaming activities (Lotto, Lotto Express, and Sweepstakes).
“Overall, the respondents rated PCOS as satisfactory with a Service Quality Index (SQI) of 4.43. In fact, all PCSO offices received either a very satisfactory or satisfactory rating,” Balutan reported.
“I sign checks up to P20 million a day,” Balutan added.
Balutan vowed that the agency will continue to improve its delivery of services particularly on the timeliness, responsiveness, access, and facilities.
For IMAP, majority or 73 percent of respondents are female, while 27 percent are male. The biggest group include those who are 46-60 years old (36 percent), followed by those who are 36-45 years old (23 percent), and 26-35 years old (19 percent). Those who are 18-25 years old comprise only 8 percent of the total sample.
More than half or 69 percent of the respondents are married. The second biggest group are those who are single with 18 percent. A few number are separated and widowed, both having 10 percent share of the total sample.
A huge number of the respondents (32 percent) are college graduates. This group is followed by high school graduates (26 percent) and those who reached college level (15 percent). Minorities include those who have reached high school (8 percent), vocational school graduates (7 percent), elementary graduates (7 percent), and those who have reached elementary (4 percent), and post-graduates (1 percent).
More than half or 60 percent of the respondents own their house while 21 percent were living with their relatives’ house, 13 percent said that they opted to rent their place.
As for the prize claimants, majority or 56.7 percent of respondents are male while 43 percent are female. Half or 50 percent of the respondents have monthly income of 15,000 and below. The biggest group with 18 percent are those who answered “not applicable”, these are either unemployed or retired.
Minorities are those with higher income brackets: 15,001-25,000 (15 percent), 25,001-35,000 (7 percent), 35,001-55,000 (5 percent), 55,001-75,000 (2 percent), 101,000 and above (2 percent), 75,001-100,000 (1 percent).
“It could be noted that majority of customers for gaming activities are those who are from lower income brackets,” Balutan said.
The biggest group in this category includes those who are 46-60 years old (31 percent), followed by those who are 36-45 years old (26 percent) and 26-35 years old (21 percent). Those who are 18-25 years old comprise only 7 percent of the total sample.
More than half or 69 percent of the respondent are married. The second biggest group are those who are single with 23 percent. A few number are separated and widowed, both having 3 percent share of the total sample.
A huge number of the respondents (38 percent) are college graduates. This group is followed by high school graduates (22 percent) and those who reached college level (17 percent). Minorities include elementary graduates (7 percent), vocational school graduates and post-graduates (5 percent), elementary graduates (4 percent), and those who have not complete grade school.