The Government Service Insurance System (GSIS) achieved a rating of 98.85 percent in the first national harmonized client satisfaction survey, a joint initiative by the Anti-Red Tape Authority and the Governance Commission for Government-Owned or -Controlled Corporations.
The survey, designed to streamline feedback collection and reduce compliance burdens, saw over 426,000 clients share their experiences, far exceeding the required 1,500 respondents. Nearly 1.4 million transactions were evaluated using a one-page, pen-and-paper questionnaire.
GSIS president and general manager Jose Arnulfo Veloso expressed gratitude for the results. “The outstanding rating from our clients reinforces the dedication and hard work of the GSIS team. It reflects our commitment to provide top-notch services to our members and pensioners,” he said.
The 31 services evaluated received ratings between 97.13 percent and 99.69 percent, all considered outstanding. GSIS frontline staff scored 99.4 percent on assurance for their understanding of clients’ needs and knowledge of products and services. They also earned a 99.33-percent rating on reliability for delivering on promises with minimal errors.
“In 2024, both internal and external services will be covered by the survey. This comprehensive approach will help us gain a more holistic view of our performance,” Veloso said.
