Maynilad customer satisfaction improves

October 11, 2011

West Zone concessionaire Maynilad Water Services, Inc. (Maynilad) registered a significant increase in its customer satisfaction ratings since it was taken over by Metro Pacific Investments Corporation and DMCI Holdings, Inc. in 2007.

Based on the latest Public Assessment on Water Services (PAWS) survey conducted by the University of the Philippines National Engineering Center, 99.5% of the barangays they surveyed in 2010 gave Maynilad a satisfactory rating.

According to the same PAWS survey, of the 99.5% who gave Maynilad a satisfactory rating, 94% considered the water company’s performance as “Very Good”, compared to only 34.7% in 2006.

Maynilad President and CEO Ricky P. Vargas attributed the remarkable increase in customer satisfaction to their aggressive capital expenditure program and sustained efforts to improve the organization.

“When the new owners took over, Maynilad was in dire need of change. Fortunately, MPIC and DMCI had the resources and commitment to turn the company around. We’re glad that our customers are now enjoying and recognizing the improvements we’ve been making,” he added.

The West Zone concessionaire is currently implementing a five-year capital expenditure program that is intended to bring 24-hour water service at 7psi (pounds per square inch) to all of its customers by 2012. The program includes the replacement of old, leaky pipes, laying of primary distribution lines, construction of water reservoirs, and development of new water sources.

PAWS is an independent survey done over three performance categories, namely Network Quality, Water Quality and Service Quality. A total of 1,164 barangays across Maynilad’s concession area participated in the study.

Maynilad is the largest private water concessionaire in the Philippines in terms of customer base.  It is a concessionaire of the Metropolitan Waterworks and Sewerage System (MWSS) for the West Zone of the Greater Manila Area, which is composed of the cities of Manila (all but portions of San Andres & Sta. Ana), Quezon City (west of San Juan River, West Avenue, EDSA, Congressional, Mindanao Avenue, the northern part starting from the Districts of the Holy Spirit & Batasan Hills), Makati (west of South Super Highway), Caloocan, Pasay, Parañaque, Las Piñas, Muntinlupa, Valenzuela, Navotas and Malabon all in Metro Manila; Cavite City, and the towns of Bacoor, Imus, Kawit, Noveleta and Rosario, all in Cavite Province.