NGCP Ranks High in Customer Satisfaction Survey

Henry Sy, Jr., President and CEO of the power grid operator NGCP, sets his message to NGCP employees to strive to do their best in delivering service to customers.

“We must be driven by passion to do what we do best. We must work hard. Our job as grid operator and transmission service provider is not easy, but it is a privilege to serve others,” said Mr. Sy, congratulating the NGCP employees who attended the cascade of the 2014 Customer Satisfaction Survey (CSS).

The latest CSS results showed an 84% overall customer satisfaction rating which reflected an almost 3% increase from the 2013 mark.

“I cannot thank you enough for your contributions. This is a team effort. I have always emphasized that NGCP’s success depends on the contribution of each and every one of its employees. It gives me pride to serve with you and be inspired by your dedication to this

corporation,” Mr. Sy added.

The survey was administered by the University of the Philippines Statistical Research

Foundation which measured how NGCP performed in delivering transmission service to its power customers. The overall customer satisfaction rating of 84.27% is significantly higher than last year by 2.99 points. Across grids, Luzon customers had the highest rating at 85.98%, followed by Visayas at 82.46%, and Mindanao at 82.33%.

Respondents in this survey were segmented by customer groups per region and by districts. A survey category encompasses customer communication, communication on billing and reconciliation, customer relationship, provision of technical services, and other operational matters.

Nelson F. Cabangon, NGCP’s Head of Corporate Affairs, said the CSS result shows important factors which are critical in delivering services to our customers. “It is good to note that the overall ratings for all aspects of customer service for 2014 significantly increased from the 2013 levels. We are indeed persistent and consistent to ensure that we keep on improving,” Mr. Cabangon stressed.

Results of the 2014 CSS were cascaded to the regions and districts in North and South Luzon, Visayas, and Mindanao last February.

NGCP is a privately owned corporation in charge of operating, maintaining, and developing the country’s power grid. It transmits high-voltage electricity through “power superhighways” that include the interconnected system of transmission lines, towers, substations, and related assets. The consortium holds the 25-year concession contract to operate the country’s power transmission network and is comprised of Monte Oro Grid Resources Corp., led by Henry Sy, Jr., Calaca High Power Corporation, led by Robert Coyiuto, Jr., and the State Grid Corporation of China (SGCC) as technical partner.


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