Objective: To determine if the customers of PCA are satisfied with PCA's current initiatives

Measure:  Percentage of satisfied customers

Frequency of Updating the Measure: Annual

OPR: Corporate Planning Service

Responsible for Setting the Targets: Corporate Planning Service

Responsible for Tracking and Reporting the Targets: Corporate Planning Service

Accountable for Targets: PCA Regional Offices

Contributing PAPs: All interventions to farmers / Services provided to internal (within PCA) and external customers

Assumptions: Implementation will be in accordance with the ARTA guidelines

Computation: Number of interviewed PCA customers that are satisfied or better / Total number of interviewed customers

Required Data in Calculating Measure: Customer Satisfaction Measurement Report

Where and How is it Acquired: Actual survey

Means of Verification:  Periodic survey/assessment conducted by the Corporate Planning Service

Formula: No. of respondents which gave at least a Satisfactory Rating / Total Number of Respondents

Rating System: Actual over Target; 0% = if less than 80%

Baseline Data: 2021 : 92.90 |  2022 : --  |  2023 : 90

Proposed Target (2024): PCA : 90 

Proposed Target (Quarterly 2024): 

1st : -- |  2nd : -- | 3rd :  -- |  4th : 90