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 5^th 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

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

    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

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

SGD

ARIEL T. FORTUITO

Chief Statistical Specialist