SSS Diliman, Cebu receive high customer satisfaction ratings

THE Social Security System (SSS) lauded its Diliman and Cebu branches for earning 94 percent and 89 percent net satisfaction ratings for its overall service, respectively, in the 2019 Customer Satisfaction Maintenance Survey Report.

The survey report is a requirement for the implementation of the ISO 9001:2015 Quality Management System (QMS) to determine the level of satisfaction of customers in ISO-certified SSS branches.

The survey conducted in SSS Diliman showed that its satisfaction rating jumped by 10 percent as compared to last year. SSS Diliman currently caters to an average of 13,366 walk-in clients daily with over 30,687 average daily transactions.

The survey covered all SSS core processes which are Registration and Coverage System (RCS), Retirement, Death & Funeral (RDF)/Annual Confirmation of Pensioners (Acop), Sickness, Maternity and Disability (SMD), Loan Repayments, Contribution Collection (Tellering), and Salary Loan.

The results of the 2019 survey showed higher net satisfaction ratings in all core processes as compared to last year.

Meanwhile, SSS Cebu received an 89 percent net satisfaction rating—95 percent for RCS, 84 percent for RDF/Acop, 86 percent for SMD, 92 percent for Tellering and 86 percent for Salary Loans. The passing rate for maintenance surveys is 85 percent.

The pension fund plans to strengthen its electronic facilities and invest in information technology to save on operating expenses and make transactions for members and employers faster and easier. SSS targets about 32.3 million web transactions by 2020. (PR)