CUSTOMER SATISFACTION SURVEY RESULTS

I. Background of the Survey

On 02 May 2022, Philippine Statistics Authority (PSA) Bohol opened the Civil Registry System (CRS) Serbilis Outlet at 2F Uptown IT Hub, JLU Centre Bloc, Rajah Sikatuna Ave., Tagbilaran City, Bohol.

Customer Satisfaction Survey (CSS) measures a person’s perceived satisfaction with a product or service (Milner & Furnham, 2017). It is a questionnaire designed to assess the needs of clients, to improve the delivery of frontline services, and to meet customer’s expectations.

The CSS for the fourth quarter of 2022 was administered to 150 randomly selected clients of the Civil Registry System (CRS) Serbilis Outlet-Tagbilaran City, with 30 samples per day from 12 to 16 December 2022. This was the first CSS conducted by PSA Bohol since the outlet’s inauguration.

II. Survey Results

A. Profile of the Respondents

Table 1 shows the percent distribution of the CRS clients according to their demographic profile. For the 4^th Quarter of 2022, 71.3 percent were females and 28.7 percent were males who secured civil registry documents at the CRS Serbilis Outlet in Tagbilaran City. In terms of the respondent’s educational attainment, 63.3 percent were in college level or higher, 30.7 percent were at least high school level, and 6.0 percent were in elementary level.

B. Level of Agreement on Service, Employees, Procedures and Facilities

Table 2 shows the percent distribution of a client’s level of satisfaction of the CRS Serbilis Outlet’s Service, Employees, Procedures, and Area/Facilities.

Net Satisfaction Rating measures the difference between the proportion of satisfied and dissatisfied clients. The following categories earned the highest Net Satisfaction Rating at 100.0 percent, namely, “Groomed/Neat employees”, “Clean surroundings”, “Safe area”, and “Comfortable/Ventilated area”. These were closely followed by the category “Knowledgeable employees” at 99.3 percent. Furthermore, the category “Understand the needs of the client” ranked third at 98.7 percent. (Figure 1)

Moreover, 24.7 percent of the total respondents did not provide a rating for the category “Clean toilet” because they were either not aware that the outlet has a toilet or they haven’t used the toilet. It is worth noting that the toilet is under the management of the building owner, JLU Centre Bloc. (Table 2)

Satisfaction rating is measured as the percentage of interviewed clients during the reference period who were either satisfied or very satisfied with PSA’s Civil Registry Services, specifically the issuance of civil registry documents.

There were 138 respondents (92%) who responded “Very Satisfactory” with PSA’s civil registry services in the 4^th Quarter 2022.

Furthermore, ten respondents (6.7%) answered “Satisfactory” and two respondents (1.3%) were “Neutral”. (Figure 2)

D. Respondents’ Awareness on Other Ways of Securing Civil Registry Documents

Out of 150 respondents, 58.7 percent were aware that there are other ways of securing civil registry documents. On the other hand, 41.3 percent of the total respondents were not aware of other options. (Figure 3)

Figure 4 shows that 88 respondents or 58.7 percent were aware of other options in securing civil registry documents, such as the “Internet” which posted the highest recorded rating at 44.7 percent, followed by the “LGU” at 16.7 percent, “SM Business Center” at 1.3 percent, and “Telephone” at 0.7 percent. Moreover, 2.7 percent were aware of all the four ways mentioned, and 3.3 percent reported that they were aware of other methods not specified above.

Of the 58.7 percent of respondents who were aware of other options in securing civil registry documents, 31.0 percent said that they didn’t try any other options since the outlet had quicker service. (Table 3)

E. Summary of Respondents’ Observations and Suggestions

Approved for release:

JESSAMYN ANNE C. ALCAZAREN (SGD.) 
Chief Statistical Specialist