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 Fourth Quarter Client Satisfaction Measurement (CSM) for 2024 at the Civil Registry System (CRS) Serbilis Outlet in Dumaguete City was conducted in the second week of December (9-13 December 2024). The primary goal of the survey was to gauge the satisfaction levels of clients who completed the full process at the outlet, from form screening to the same-day release of documents.

    The survey was administered to 150 respondents, using a systematic sampling technique. Each day, 30 clients were selected to participate, ensuring the completion of the 150 responses for the quarter. The sampling process was structured across five days, with each day consisting of 30 interviews. The sample population was specifically drawn from clients who had completed all steps of the service process. However, out of the 150 clients invited, 61 declined to participate. The primary reasons given for non-participation included clients being in a hurry, lack of interest, and being too busy to take part in the survey. This resulted in a response rate of approximately 59%, with 89 respondents providing their feedback.

Survey Results

    Table 1 shows the services provided by the PSA CRS Outlet in Dumaguete City. Out of the 150 respondents, 61 refused to be interviewed. Mostly, the reasons were: being in a hurry, lack of interest, and being too busy to take part in the survey. The common services availed by the clients were Birth (Copy Issuance), Marriage (Copy Issuance), Death (Copy Issuance), and CENOMAR/CEMAR (Certification).

    Birth (Copy Issuance) got the highest number of successful interviews with 55, followed by CENOMAR/CEMAR (Certification) with 17 successful interviews. Meanwhile, Death (Copy Issuance) got the lowest number of sample interviews with only 7 successful interviews.

    Table 2 shows that about 59.5 percent of the respondents were female while 40.5 percent were male. Some 23.6 percent of clients who availed the services were 60 and over, the highest in the age group. This group makes up a surprisingly large portion of the respondents. Understanding their satisfaction is crucial because their needs and expectations might differ from younger age groups. They might prioritize things like customer support, accessibility, or simplicity over features that appeal to younger people. Younger Respondents aged (20-24 and 25-29) represent a solid portion. Typically, these groups might be more tech-savvy, price-sensitive, or looking for modern features. Their satisfaction might be tied to different factors (e.g., speed, user experience, value for money). Aged 55-59 got the lowest with 4.5 percent. Most of the clients were college graduates or higher with 56.2 percent; while 39.3 percent and 3.4 percent were reported to be in high school and elementary levels, respectively. There is a higher proportion of well-educated individuals (high school and college graduates), which may indicate that respondents have a greater understanding of product/service features

    Most of the clients interviewed were unemployed with 62.9 percent while 36.0 percent were employed. In addition, most of the clients interviewed came from other areas within the Central Visayas Region with 93.3 percent while 5.6 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. The overwhelming majority of respondents (92.1%) learned about the CC upon seeing the office's CC. This suggests that awareness of the CC is primarily driven by physical visibility rather than prior knowledge.

    A small number (1.1%) were already aware of the CC and saw it in the office, indicating that some individuals may have had prior exposure but didn’t actively engage or notice it in the office environment. Only 6.7% were aware of the CC but did not see it, which implies there may be a gap between awareness and actual engagement or usage of the CC.

    It’s clear that the CC is effective at raising awareness once it's visible, but there may be an opportunity to increase awareness prior to visiting the office (e.g., via online communication or outreach).
 

    In Table 4, Dumaguete City CRS Outlet got an overall satisfaction rating of 4.08 in Service Quality Dimensions for the Fourth Quarter of 2024 compared to the overall rating in the Third Quarter of 2024 with 4.97. This indicates a high level of satisfaction overall, with a solid rating above 4, suggesting that clients are generally happy with the services provided. Reliability is rated highly (4.27), with the majority of respondents strongly agreeing or agreeing that the service is reliable. Reliability is a major strength of the service and an area that clients are particularly satisfied with. Consistency in delivering on promises or commitments is key to maintaining this high score.

    Reliability (4.27), Integrity (4.18), Assurance (4.19), and Outcome (4.18) are the strongest dimensions, suggesting that clients feel confident and satisfied with the consistency, trustworthiness, results, and outcomes provided by the service. Communication (4.11) and Access and Facilities (4.16) also show solid performance, with small opportunities for improvement.

    Responsiveness (3.83) could be improved, as it received a slightly lower rating, with some neutral responses indicating room for better engagement or faster service. Cost (3.76) is also an area of concern. Clients may feel that the pricing does not fully reflect the value they are receiving. 

    Table 5 shows the Overall Satisfaction Rating by Services in Dumaguete City CRS Outlet for the Fourth Quarter of 2024. Out of the 19 services offered by the outlet, Death (Copy Issuance) got an over-all rating of 4.88.

    Table 6 shows the Overall Satisfaction Rating by Service Category in Dumaguete City CRS Outlet. The data represents client satisfaction levels across various service categories, each related to the physical environment and facilities.

    Clean Comfort Rooms (4.3), Safe (4.3), and Comfortable/Ventilated (4.2) are high-performing categories, demonstrating that the physical environment and comfort are highly regarded by clients. The overall satisfaction with the availability of chairs and clean surroundings is also positive, though slightly lower, indicating satisfaction with these elements but with room for improvement.

    Lactating Room category has the lowest rating (3.9), and there's a significant portion of clients not reporting feedback. It may be helpful to investigate whether the room is adequately meeting the needs of clients who require it. Raising awareness about its existence and functionality might also improve engagement. 

    With an overall rating of 4.63, the Dumaguete City CRS Outlet is performing exceptionally well in terms of client satisfaction. The fact that the vast majority of clients are either strongly agreeing or agreeing reflects positive experiences with the service provided at this location.

    Given the high satisfaction level, it’s important to maintain the factors that contributed to this positive feedback, such as service quality, environment, and customer engagement. Additionally, since there are very few neutral or dissatisfied responses, maintaining current practices should ensure ongoing satisfaction.

Prepared by:            

(SGD.)
ADA CARINA C. VILLASIS
Assistant Statistician

Approved by:

(SGD.)
ARIEL T. FORTUITO
Chief Statistical Specialist