SDS Corp

project id

SDS-083

project Name

Conduct of Client Satisfaction Survey via Key Informant Interviews (KII) for Eight Respondent Companies (All Active NDC Investment Partners/ Clients and Projects Development)

client

National Development Company

location

Makati City

Country

Philippines

period Covered

Nov 2014-Dec 2014

No. of staff months

Associated Consultant

None

no. of staff months Provided by associated consultant

Description

The National Development Company (NDC) adopted the ISO 9001:2008 Quality Management System (QMS) as a tool for organizational improvement and obtained ISO 9001 certification in 2011. The standard places emphasis on assuring customer satisfaction and on the monitoring of customer perceptions as basis for continual improvement of the organization. The result of the survey to be implemented thru interviews and individual consultations are intended as input data for NDC top management in making decisions for the improvement of its services to better meet the needs of its clients/partners.

The survey assessed the quality of NDC performance as an investment partner in accordance with NDC's performance agreement with the Governance Commission for GOCCs (GCG) and in compliance with the requirements of the Performance Governance System and ISO 9001 certification; and assessed the accessibility of NDC funds.

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Description of Services provided

Designed survey proposal and schedule;</p><p>-Conduct of key informant interviews. Data gathered for the survey include perceptions of active clients/partners of NDC related to the quality of service;
Performed analysis of results and submission of the Client Satisfaction Survey (CSS) report