The Maritime Industry Authority (MARINA) continues to uphold its commitment to service excellence, recording a 94.41% client satisfaction rating for January 2025, based on the latest Client Satisfaction Survey conducted by its Management Division (MD).

The survey, which covered MARINA’s Central Office and all Regional Offices nationwide, gathered 26,808 client responses. Of these, 17,123 respondents (63.9%) strongly agreed, while 8,174 respondents (30.51%) agreed that they were satisfied with MARINA’s services.

MARINA Administrator Sonia Malaluan welcomed the results, stating, “This high satisfaction rating underscores our unwavering commitment to providing efficient, responsive, and high-quality services to our maritime stakeholders. We continuously strive to enhance our processes and address areas for improvement to better serve our stakeholders.”

The primary objective of the survey was to assess citizen and client satisfaction levels and identify the factors contributing to satisfaction or dissatisfaction, helping determine areas for service improvement. The survey covered key dimensions such as the responsiveness of personnel, service reliability, access and facilities, communication, payment facilities, safety and security, assurance, and overall outcome.

It is also worth noting that for Calendar Year (CY) 2024, MARINA recorded an overall 95% satisfaction rating, based on similar surveys conducted throughout the year.

Additionally, MARINA reported zero complaints filed through the Contact Center ng Bayan of the Civil Service Commission (CSC) for January 2025. The agency also observed a decline in complaints lodged through the 8888 Citizens’ Complaint Center in 2024 compared to previous years.

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