RESULTS OF CUSTOMER SATISFACTION SURVEY IN 2021 DIRECTORATE OF SUPERVISION OF PRODUCTION OF DRUG, NARCOTIC DRUGS, PSYCHOTROPICS AND PRECURSORS RATED VERY GOOD

Along with the implementation of the Integrated Public Service Forum in the Field of Drugs Throughout the Product Life Cycle, especially in the SMART GMP activity (A Week of Service through Integrated GMP Regulatory Assistance on June 21-25, 2021, the Directorate of Drug, Narcotics, Psychotropics and Precursor Production Supervision conducted an independent Customer Satisfaction Survey. The survey was conducted to obtain assessments, suggestions and input from business actors regarding the implementation of public services by the Directorate of Drug, Narcotics and Psychotropic Production Supervision.

The aspects assessed in the survey were the suitability of service requirements, ease of service procedures, ease of service-related information, speed of time, reasonableness of costs/rates, suitability of service products, competence of officers, friendliness of officers, quality of facilities and infrastructure, ease of access to public service websites, and handling of complaints and facilities. A total of 40 respondents have given an assessment with an index 3,532 from a scale of 4.0. The survey results show that all public services of the Directorate are rated “Very good”.

All suggestions and input from respondents will be followed up by the NPP Drug Production Supervision Directorate as an effort continuous improvement on the quality of public services of work units in order to realize performance accountability and maintain public trust in BPOM.