Dumaguete water consumers have given the Metro Dumaguete Water a “satisfactory” rating in a commissioned third party survey conducted by the Silliman University Research and Innovation Office (SURIO).

The survey result, which was released last week, showed Dumaguete residents giving  MDW a general “satisfactory” rating across different service areas. It also received a “very satisfactory” rating for its payment options for water bills and a “moderate satisfactory” rating for water service interruption-related topics highlighting a concern for improvement in water service delivery.

MDW Chief Operating Officer David Berba said MDW commissioned the survey last July to identify the gaps in its service delivery covering aspects of the company’s operations such as personnel relations, water quality, facilities, and MDW’s customer service programs.

Berba said the general satisfactory rating is both an achievement and springboard for MDW’s further plans for growth. 

“The survey results show that the enhancements MDW has made so far have been welcomed by the residents, and we intend to continue doing our best to further improve through the years,” said Berba.

The survey also highlighted the need for MDW to continue to focus on information dissemination, especially on its water service interruptions and the promotion of its innovations, such as the introduction of other payment platforms.

Berba also credited the positive approval rating received by the organization to the efforts of the dedicated employees of MDW, “our employees work with passion in order to provide the best to Dumaguete”, he added.

This survey will now serve as a baseline for subsequent annual surveys in measuring changes in customers’ satisfaction.