Manila Water gets high satisfaction rating  from customers 

Manila Water customers are satisfied with the company’s continuing efforts in providing 24/7 water supply with adequate pressure, which garnered 91% satisfaction rating, according to an online web-based survey of a leading data, insights and consulting company conducted among residential and key commercial customers in the East Zone in 2021.

MANILA, Philippines — Frequent handwashing remains essential these days. And customers continue to rely on clean water and a continuous and reliable water supply to maintain good hygiene to ensure safer and healthier days ahead, especially since the scourge of the COVID-19 virus is not over yet.

Manila Water Company recorded impressive customer satisfaction levels last year, its highest since 2017 based on an online web-based survey of a leading data, insights and consulting company conducted among residential and key commercial customers in the East Zone in 2021.

The survey covered the residents and customers of the six business areas of Manila Water in Quezon City, Makati, San Juan, Mandaluyong, Marikina, Pasig, Rizal, and Taguig-Pateros.

Survey results showed that Manila Water customers are particularly satisfied with the company’s continuing efforts to provide 24/7 water supply with adequate pressure, which garnered 91% satisfaction rating, especially since water is a vital cog in the fight against the COVID-19 virus.

Most customers also scored high marks on the water quality supplied by the East Zone concessionaire. They see water safety–potability, clarity and lack of foul smell–as key drivers of water quality, marking a 90% rating.

Meanwhile, most of the customers in target barangays have also acknowledged the wastewater services of Manila Water, including its septic tank siphoning or desludging services.

“Since it started its operations in 1997, Manila Water has committed itself to creating an exceptional customer experience in the provision of sustainable solutions vital to health and life. We will continue to empower our people with a customer-centric mindset while providing seamless, value for money services,” said Jeric Sevilla, Group Head for Corporate Communication Affairs of Manila Water.

Ensuring what the customers need most

Manila Water acknowledges the importance of providing a continuous clean potable water supply to all its customers as it continues to work with the Metropolitan Waterworks and Sewerage System closely (MWSS) and the National Water Resources Board (NWRB) in developing new water sources even as the agencies have approved the implementation of the much-needed interim additional sources, especially as the summer peaks.

These include the maximization of the 100 million-liter-per-day (MLD) capacity of the Cardona Water Treatment Plant, which draws water from Laguna Lake; the operation of deep wells that can provide an additional 115 MLD; and the operation of the 20-MLD Marikina Portable Water Treatment Plant, which can treat water from the Marikina River.

Moreover, Manila Water implements operational adjustments when needed, such as backwash recovery or re-treating the wastewater byproduct of the water treatment process while ensuring the efficiency of its network distribution, maximizing its distribution reservoirs and operating line boosters so that water supply continues to reach elevated and far-flung areas of the concession.

“Manila Water remains determined to meet the evolving needs and demands of our customers, while focused on becoming a value-creating global water company which delivers world-class products and services tailored to the needs of the communities we serve,” Sevilla added.

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