Customer Satisfaction Survey Results for the Fourth Quarter 2022

Highlights of the Customer Satisfaction Survey for the Fourth Quarter 2022 in Dumaguete City Serbilis Outlet Negros Oriental

Background of the Survey

The 4 th 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 (5-9 December 2022) 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 on 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 is 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 21st sample targets are covered in a day.

Survey Results

Profile of the Respondents

Table 1 shows that about 43.40 percent of the respondents were male while 56.60 percent were female. Majority of the clients were college graduate or higher with 53.77 percent; while 21.70 percent and 5.66 percent were reported to be in high school and elementary levels, respectively. Some 18.87 percent did not disclose their educational attainment.

Most of the clients interviewed were employed with 42.45 percent while 35.85 percent were unemployed. Some 21.70 percent did not disclose their employment status. In addition, most of the clients interviewed came from other areas within the Province of Negros Oriental with 49.06 percent excluding Dumaguete City, the Capital City of Negros Oriental, with 42.45 percent. 7.55 percent came from within the region excluding Negros Oriental while 0.94 percent came from outside the region.

Table 1. Distribution of CRS Clients by Demographic Profile, Fourth Quarter 2022: Dumaguete City

Proportion of satisfied client increased at 98.11 percent compared to the Third Quarter of 2022

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, all the respondents answered the satisfaction rating. The proportion of respondents who expressed satisfaction is at 98.11 percent. About 1.89 percent were neutral, and no client was dissatisfied with the services.

Figure 1. Overall Client’s Satisfaction Rating of CRS Serbilis Outlet, Fourth Quarter 2022: Dumaguete City

Client’s level of agreement is highest in the Employees category and Procedures Category

The respondents expressed highest satisfaction rating in Employees Category and Procedures Category. Figure 2 shows that 99.06 percent of the clients strongly agree that employees in the CRS Outlet are well-groomed, courteous to clients and knowledgeable of the processes in the outlet. About 98.11 percent of the clients believed that procedures are clear, simple, and easy to follow.

Figure 2. Satisfied/Very Satisfied Rating of CRS Serbilis Outlet, by Category, Fourth Quarter 2022: Dumaguete City

Options in securing Civil Registry Documents

In Figure 3, 81.13 percent are aware of the other options in securing the civil registry documents like birth, marriage, death, and CENOMAR of the respondents surveyed. The remaining 18.87 percent are not aware of those options.

Figure 4 shows that 93.40 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), telephone, and SM Business Center registered 3.77 percent, 2.83 percent, and 0.00 percent rating, respectively.

Figure 3. Awareness in Securing Civil Registry Documents Fourth Quarter 2022: Dumaguete City

Figure 4. Options in Securing Documents, Fourth Quarter 2022: 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, Fourth Quarter 2022: Dumaguete City

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, Fourth Quarter 2022: Dumaguete City

SGD

ARIEL T. FORTUITO

Chief Statistical Specialist