Customer Satisfaction Survey Results: Third Quarter 2021

Reference Number: 


Release Date: 

27 January 2022

Customer Satisfaction Survey Results

Base from the 3rd Quarter 2021Survey

Dumaguete City Serbilis Outlet

Negros Oriental


Background of the Survey

    The 3rd Quarter 2021 Customer Satisfaction Survey (CSS) is conducted by the Civil Registry System (CRS) Serbilis Outlet in Dumaguete City to determine the assessment of clients in terms of their satisfaction with the civil registration services that the PSA Negros Oriental CRS outlet provides, specifically in the issuance of copies of their civil registry documents. This survey also aims to assess the effectiveness and efficiency of the delivery of the services to our clients and other stakeholders.

    The CSS was administered to 106 sample respondents on the second week (September 6 to 10, 2021) of the last month of the reference quarter. The respondents of the survey are the CRS clients who completed all the steps, from screening of forms up to the releasing of documents, that is the document have been released in the same day that the request have been applied. With this number, only 21 sample respondents are selected for interview in a day for 4 days except in the 5th day where there are 22 sample respondents interviewed to complete the 106 respondents for this quarter. The survey employs systematic sampling technique. The first respondent  selected by drawing a Random Start (RS) from 1 to 10.The respondents are chosen in a regular interval after the first sample respondent is selected until the 21 sample targets are covered in a day.

Survey Results

Profile of the Respondents

    Table 1 shows that about 27.22 percent of the respondents were male while 72.28 percent were female. Majority of the clients were college graduate or higher with 72.64 percent; while 16.98 percent and 0.94 percent were reported to be in high school and elementary levels, respectively.  Some 9.43 percent did not disclose their educational attainment. Most of the clients interviewed were employed with 50.00 percent while 40.57 percent were unemployed and 9.43 percent did not disclose their employment.  Most of the clients interviewed came from other areas within Negros Oriental Province with 50.94 percent excluding the City Capital of Dumaguete which comprises 41.51 percent.  0.94 percent of the clients interviewed came from outside the region.


Table 1. Distribution of CRS Clients by Demographic Profile,

Third Quarter 2021: Dumaguete City

Demographic Profile
















High School


College or Higher


Not disclosed











Not disclosed







Dumaguete City


Other Areas within the province


Within the Region


Outside the Region






















Not disclosed                                                                                                                                                                                                  5.66


Proportion of satisfied client increased at 96.23 percent compared to the Second Quarter of 2021

Satisfaction rating is measured as the percentage of clients surveyed during the reference   period who   were   satisfied or   very   satisfied    with the PSA’s civil registry services.

    Figure 1 shows the overall satisfaction rating of CRS Serbilis Outlet during the reference period. Based on the results of the survey, the proportion of respondents who expressed satisfaction is at 96.23 percent.  One point eighty-nine (1.89) percent were neutral, and 0.00 percent or no client was dissatisfied with the services.


Figure 1. Overall Client’s Satisfaction Rating of CRS Serbilis Outlet,

Third Quarter 2021: Dumaguete City



Client’s level of agreement is highest in the employees category

      The respondents expressed  highest     satisfaction   rating    in the  Employees Category. Figure 2 shows that 98.11 percent agree that the employees are knowledgeable, 97.17   percent  believed that the employees rendered prompt services and understand the needs of the client. 95.28 percent  agree that the employees are well groomed, neat  and courteous. Area/Facilities Category earn 94.34 percent, 92.45 percent, and 88.68 percent, respectively, where the clients agree that the place is comfortable/ventilated/, the surroundings and CRs are clean and there are enough chairs in the vicinity. Furthermore, 91.51 percent of the clients agree that the procedures are clear, simple and easy to follow.


Figure 2. Satisfied/Very Satisfied Rating of CRS Serbilis Outlet, by Category,

Third Quarter 2021: Dumaguete City



Options in securing Civil Registry Documents

Of the respondents surveyed, one  in six or 62.24   percent  are   aware   of   the other options in securing the civil registry documents like birth, marriage,  death, and CENOMAR.   The   remaining   37.76  percent are not aware of these options.

    Figure 3 shows that 66.25 percent of the aware respondents know that documents can be requested  through  the   internet/online.    Other  options   in   securing   the   civil registry documents through    the  Local   Government Unit   (LGU) and Business Center registered 22.50 percent and 11.25 percent, respectively.




Respondents’ comments and suggestions

    The respondents were asked for comments and suggestions during the survey to serve as inputs for further improvement of the services of the CRS Serbilis Outlet in Dumaguete City. 

    Table 2 shows the summary of the reasons for not trying other options in securing the Civil Registry Documents.


Table 2. Reasons of Not Trying Other Options in Securing Documents,
by Number of Reports, Third Quarter 2021: Dumaguete

Reasons of not trying other options

Number of Reports


1. Easier, faster and more convenient to transact directly at the office because of accessibility.


2. No idea about the different options.


3. Prefer to process personally.


4. Transactions over the internet is costly and no one can assist if there are further inquiries.


5. It will take a long time to receive the documents if processed online.



 6. No internet connection                                                                                                                             8




    Table 3 shows the verbatim positive and negative comments on the service, employees, procedures, and facilities made and reported by the respondents of this survey.


               Table 3. Comments and Suggestions of the Respondents,

          Third Quarter 2021: Dumaguete City


                                                         Positive comments

 None for now

so far the service that your office offered was very satisfactory for us




No complain the process are smooth   

No comments lang ko, kontento rako sa inyong serbisyo

I don't have any suggestion

Wala nay angay usbon


Services is very satisfactory

Satisfied with the service

Well for the customer approach if ever they are late by five minutes they can be still accommodated

Masdali sya


Wala na kay lain pang makomento akong masulti pasar ilang serbisyo

Okay ra mas dali ra ang pagkuha

Very improved system and processing is fast

Basi sa akong naobserbahan ang PSA sa mga serbisyo very knowledgeable

Fast Service

Internet ug saignal sa inyong serbisyo dali

Ipadayon lang ang pagserbisyo nga maayo

Dali ang proceso sa pagkuha ug hapsay

Okay ra man so far



Negative Comments


          More tellers so that madali ang paghatag   

Observe Social distancing

To have PSA Dumaguete Page for updates

Ang ubang result sa certificates kay gagmay ra kaayo ang resulta, kay gahuot na lang ang letters nya hapit dili na mabasa. Thank you__________________________







Should    have more windows for releasing

 Stricker implementtion of Social Distancing inside the premises








           ARIEL T. FORTUITO

          Chief Statistical Specialist