BOC-NAIA launches Customer Feedback QR Code System

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DAVAO CITY –— During its Stakeholders’ Engagement Meeting on June 15, 2021, the Ninoy Aquino International Airport’s Bureau of Customs unveiled its newest addition to the port’s digital services, the Customer Feedback QR Code System, which replaced the manual satisfaction rating system with an online version. It is now linked to the NAIA Port’s dashboard, which displays real-time statistics on stakeholders.

The Port of NAIA has received a 3.82 Overall Rating since its soft launch in May 2021, indicating that stakeholders are “Satisfied” with the port’s performance on a 4-Point Likert Scale as of June 2021.

To further reach its stakeholders, the Customer Feedback QR Code will be put in prominent locations across the Port of NAIA’s offices and warehouses, as well as on all of its media platforms. This can be accessed and filled out using a mobile phone at any time and from any location.

In addition to BOC systems and processes, the port’s performance is currently strengthened by port-initiated Information and Communications Technology (ICT) Systems and digital services. In the collection district, these port-based systems help with Trade Facilitation, Border Control, Personnel Management, and Customer Service.

This effort follows Customs Commissioner Rey Leonardo B. Guerrero’s recommendations to improve government service through modernization, transparency, and digitization. According to District Collector Carmelita M. Talusan, the Customer Feedback QR Code System’s satisfaction rating would be critical in monitoring the port’s performance and determining its effectiveness.

Several stakeholders in attendance at the launch event, including Royal Air Freight, Luxasia, and Antrak Philippines, expressed their gratitude to the Bureau of Customs Port of NAIA. They praised the port for taking the initiative to design the digital form, which would be used to assess the port’s performance based on the ratings provided by its stakeholders.

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