Customer Satisfactory Survey Results, First Quarter 2021

Reference Number: 

2021-SR46-009

Release Date: 

29 May 2021

Customer Satisfaction Survey Results

Base from the First Quarter 2021 Survey Dumaguete City Serbilis Outlet Negros Oriental

 

   The 1st 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 (March 8 to 12, 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.. 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 30.10 percent of the respondents were male while 69.90 percent were female. Majority of the clients were college graduate or higher   with 63.21 percent; while 28.30 percent and 1.89 percent were reported to be in high school and elementary levels, respectively.  Some 6.60 percent did not disclose their educational attainment. Most of the clients interviewed were employed with 43.40 percent while 40.57 percent were unemployed and 16.04 percent did not disclose their employment.  Most of the clients interviewed came from other areas within Negros Oriental Province with 52.83 percent excluding the City Capital of Dumaguete which comprises 23.58 percent.  1.89 percent of the clients interviewed came from outside the region.

 

Table 1. Distribution of CRS Clients by Demographic Profile,

First Quarter 2021: Dumaguete City

Demographic Profile

 Percent

 

Sex

     100.00

 

Female

       69.90

Male

        30.10

 

 

Education

     100.00

 

 Elementary

         1.89

High School

       28.30

College or Higher

       63.21

Not disclosed

        6.60

 

 

Work

       100.00

 

Employed

         43.40

Unemployed

         40.57

Not disclosed

         16.04

 

Residence

        100.00

 

Dumaguete City

        23.58

Other Areas within the province

        52.83

Within the Region

          1.89

Outside the Region

          1.89

Not disclosed

        19.81

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Proportion of satisfied client decreased at 97.17 percent compared to the last quarter of 2020

    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 97.17 percent.  Two point eighty-three (2.83) 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,

First Quarter 2021: Dumaguete City

Client’s level of agreement is highest in the employees and area/facilities categories

             The respondents expressed  highest     satisfaction   rating    in the  employees and area/facilities categories. Figure 2 shows that 97.17   percent   agree   that the employees are well groomed/neat and the area/facilities are comfortable and ventilated. 96.23 percent agree that employees are knowledgeable, courteous, rendered prompt services to the clients and the procedures are clear, simple and easy to follow. Categories like service and area/facilities earn  95.28 percent where the clients agree that the office/employees understand the needs of the clients and there are enough chairs in the vicinity.  Furthermore, 94.34 percent conclude that  the area is safe and the surroundings are clean.

    On the contrary, 86.79 percent agree that the CRs are clean.

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

First Quarter 2021: Dumaguete City

 

Options in securing Civil Registry Documents

 

Of the respondents surveyed, one      in four or 48.39  percent  are   aware of

the other options in securing the civil registry documents like birth, marriage,  death,

and    CENOMAR.   The   remaining   51.61  percent are not aware of those options.

 

`       Figure 3 shows that 49.09 percent of the 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)  is 38.18 percent

while securing  in   the    business  center and by telephone  registered 7.27 and 5.45

percent , respectively..

 

 

           Figure 3. Awareness in Securing Civil Registry Documents and

                                                 Options in Securing Documents

        First Quarter 2021: Dumaguete City

       

 

 

 

Options in securing Civil Registry Documents

 

Of the respondents surveyed, one      in four or 48.39  percent  are   aware of

the other options in securing the civil registry documents like birth, marriage,  death,

and    CENOMAR.   The   remaining   51.61  percent are not aware of those options.

 

`       Figure 3 shows that 49.09 percent of the 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)  is 38.18 percent

while securing  in   the    business  center and by telephone  registered 7.27 and 5.45

percent , respectively..

 

 

Figure 3. Awareness in Securing Civil Registry Documents and

                                                 Options in Securing Documents

        First Quarter 2021: Dumaguete City

 

 

 
   

 

       

 

           

 

 

 

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

               

 

 

 

 

 

 

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, First Quarter 2021: Dumaguete City

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

2. No idea about the different options.

9

3. Prefer to process personally.

           14

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

4

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

3

 

6. No internet connection                                                                                                           4

 

    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,

             First Quarter 2021: Dumaguete City

 

Positive comments

 Wow

Nindot inyong pagserbisyo sa katawhan.

wala na ok na

Satisfied (good)

sorry but no comment on this all but keep up the good work

No recommendation at all because the staff are all accommodating and has a faster transaction. Thank you.

I observe na maayo kaayo ang serbisyo ug alagad ngadto sa mga tawo

Good facilitation

Okay kaayo ang serbesyo ug ang lugar

Paspas kaysa sa una

Very accomodating, quick.

Limpyo ang palibot

Dali ang pamaagi

Just continue serving with a smile

Very good service don't need any improvement

Negative comments

 

On line application for faster transaction

Wear office uniform

Would like to have a pleasant and nice staff then would yell and raised eyebrows right away.

I suggest nga ilahi ang mudawat ug morelease

More space

Like other countries, online application should be considered especially today virus is all over the place

Padak-an ang space ug dugang chairs

None. Pwede e lower ang presyo sa per application. Salamat

base on my observation I suggest that  the personnel are approachable

Bigger space for more convenient services

Info sa other ways pagkuha sa Civil Registry Documents

Finish the renovation so that the surrounding looks clean

S.M.I.L.E

Should try an appointment online

I hope some employees are courteous

Mapadak-an pa ang opisina, kai gamai2x ra gud sya

 

SGD

ARIEL T. FORTUITO

Chief Statistical Specialist

 

 

 

 

 

 

 

 

 

 

 

 

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