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
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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