The Client Satisfaction Measurement (CSM) is conducted to determine clients’ perceptions regarding their satisfaction with the civil registration services that the Philippine Statistics Authority (PSA) provides, particularly in the issuance of copies of civil registry documents and certifications. The resulting satisfaction rating is one of the key performance indicators being reported for the Agency Performance Measures and in compliance with Anti-Red Tape Authority (ARTA) Memorandum Circular No. 2022-05, series of 2022 and Memorandum Circular 2021-1 issued by the Office of the President, Inter-Agency Task Force dated 03 June 2021. It seeks to collect profile of the respondents, clients’ satisfaction in terms of responsiveness, reliability, access, facilities, communication, costs, integrity, assurance, and the overall satisfaction and perception of the clients on the government service availed and complaints and suggestions for further improve the delivery of services.

      The 1st Quarter 2024 Client Satisfaction Measurement (CSM) was conducted in the Civil Registry System (CRS) Serbilis Outlet in Dumaguete City. The CSM was administered to 150 sample respondents on the second week (11-15 March 2024) 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 has been released in the same day that the request has been applied. The survey employs systematic sampling technique wherein only 30 sample respondents are selected for interview in a day for 5 days to complete the 150 respondents for this quarter. Out of the 150 respondents, 18 clients refused to be interviewed.

Survey Results

     Table 1 shows the services provided by the PSA CRS Outlet in Dumaguete City. Out of the 150 respondents, 18 refused to be interviewed. The common services availed by the clients are Birth (Copy Issuance), Birth (Authentication), Marriage (Copy Issuance), Marriage (DocPrint), Death (Copy Issuance), and CENOMAR/CEMAR (Certification).

     Birth (Copy Issuance) got the highest number of sample interviews with 86, CENOMAR/CEMAR (Certification) got the second highest number of samples with 26 successful interviews. Meanwhile, Birth (Authentication) got the lowest number of sample interviews with only 1 successful interview.

     Table 2 shows that about 25.8 percent of the respondents were male while 74.2 percent were female. Some 19.7 percent of clients who availed the services were from aged 30-34 years old, the highest in the age group. Aged 55-59 got the lowest with 3.8 percent. It was also noted that senior citizens aged 60 and over got 14.4 percent.  The majority of the clients were college graduate or higher with 52.3 percent; while 40.9 percent and 6.8 percent were reported to be in high school and elementary levels, respectively.

     Most of the clients interviewed were employed with 58.3 percent while 41.7 percent were employed. In addition, most of the clients interviewed came from other areas within the Central Visayas with 97.0 percent while 3.0 percent came from outside the region.
 

 Table 3 shows the number (in thousands, weighted) and percentage of distribution on the respondents’ awareness of the Citizen’s Charter (CC) posted in the CRS Outlet of Dumaguete City. About 41.7 percent of clients were aware of and saw the office’s CC. Some 3.8 percent of clients were aware of the CC but did not see the office’s CC. About 13.6 percent learned about the CC only upon seeing it, and about 40.9 percent were not aware of the CC and have not seen it posted in the office.

     With regards to the visibility of the CC, about 66.7 percent of clients said they can easily see the CC posted in the office. About 19.2 percent said that the CC was somewhat easy to see and about 14.1 percent of clients said they are having difficulty in seeing the CC.
    
     In assessing the usefulness of the CC, 89.7 percent of the clients agreed that CC posted in the office helped them significantly in processing their civil registry documents. Some 9.0 percent of clients it helped to some extent while 1.3 percent said that the CC did not help at all.

     In Table 4, Dumaguete City CRS Outlet got an overall rating of 5.0 in Service Quality Dimensions. Reliability, Access and Facilities, Communication, Integrity, Assurance and Outcome got a rating of 5.0 while Responsiveness and Cost got 4.9. 

     Table 5 shows the Overall Satisfaction Rating by Services in Dumaguete City CRS Outlet. Out of the 19 services offered by the outlet, Birth (Copy Issuance), Birth (Authentication), Marriage (Copy Issuance), Marriage (DocPrint), Death (Copy Issuance), and CENOMAR/CEMAR (Certification) were the top services availed by the clients. Out of the six (6) services, Birth (Authentication) and Marriage (Copy Issuance) got the highest overall rating with 5.00. Marriage (DocPrint) got the lowest overall rating with 4.25. 

     Table 6 shows the Overall Satisfaction Rating by Service Category in Dumaguete City CRS Outlet. Out of the 6 Service Categories present in the CRS outlet, respondents strongly agree that the outlet is well-ventilated, it has clean comfort rooms and it’s safe to transact in the outlet.

Prepared by:            

(SGD.)
ADA CARINA C. VILLASIS
Assistant Statistician

Approved by:

(SGD.)
ARIEL T. FORTUITO
Chief Statistical Specialist