GSIS earns 98.85% rating in 2023 client satisfaction survey

The Government Service Insurance System (GSIS) achieved an outstanding rating of 98.85% 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 Wick Veloso expressed gratitude for the results, saying, “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.”

The 31 services evaluated received ratings between 97.13% and 99.69%, all considered outstanding. GSIS frontline staff scored 99.4% on assurance for their understanding of clients’ needs and knowledge of products and services. They also earned a 99.33% rating on reliability for delivering on promises with minimal errors.

Service quality ratings included 99.31% for outcome, 99.25% for integrity, 99.21% for access and facilities, and 99.08% for responsiveness and communication. Nearly 99% of respondents reported familiarity with the GSIS Citizen’s Charter, which outlines services and turnaround times.

Veloso added, “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.”

The state pension fund emphasized its commitment to use the feedback to further improve its services. “We view these results not just as a measure of our current performance, but as a roadmap for continuous improvement,” Veloso said. “Our goal is to enhance the lives of our key stakeholders, particularly our members and pensioners, by constantly refining and elevating our service standards.”