Background of the Survey

The Customer Satisfaction Survey (CSS) for the first quarter of 2023 of the Civil Registry System (CRS) - Tagbilaran City Serbilis Outlet was administered to one hundred fifty (150) randomly selected clients on 07 March to 10 March 2023. This was the second time that the Philippine Statistics Authority (PSA) – Bohol Provincial Statistics Office conducted this survey at the CRS Outlet.

The satisfaction rating is measured as the percentage of clients surveyed during the reference period who were satisfied or very satisfied with PSA’s Civil Registry Services, specifically the issuance of copies of civil registry documents. Simple random sampling was used in this survey, where every item in the population has an equal chance and likelihood of being selected as a sample.

Survey Results

A. Profile of the Respondents

Figure 1 shows the percent distribution of the CRS clients catered within the day according to gender. For this quarter’s survey, there were 114 females and 36 males, or equivalent to 76 percent and 24 percent, respectively.

B. Level of Agreement on Service, Employees, Procedures and 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: “Groomed/Neat employees”, “Knowledgeable”, “Clean surroundings”, “Safe area”, and “Comfortable/Ventilated area”. These were closely followed by the category “Clear, simple and easy to follow” at 99.3 percent. (refer to Figure 2)

Table 3 shows the percent distribution of a client’s level of satisfaction of the CRS Serbilis Outlet’s Service, Employees, Procedures, and Area/Facilities for the first quarter of 2023.

Furthermore, the category “Clean toilet” still obtained the lowest rating at 81.3 percent. Moreover, 18.7 percent of the total respondents did not provide a rating for this category because they were either not aware that the outlet has a toilet or they had never used the toilet. It is worth noting that the toilet is under the management of the building owner, JLU Centre Bloc, and the facility is open for all CRS clients. (Table 3)

C. Overall Satisfaction Rating

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.

Figure 3 shows that 86.7 percent of the 150 respondents were very satisfied with PSA’s civil registry services in the 1st quarter of 2023, which is 5.3 percent lower compared to the 4th quarter of 2022. Moreover, 12.7 percent were satisfactory, and 0.7 percent was neutral. (Figure 3)

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

Figure 4 shows that 64 percent of the 150 respondents were aware of other ways to secure civil registry documents. On the other hand, 36 percent of the total respondents were not aware of the other options.

Furthermore, Figure 5 reveals that 66.7 percent of the total aware respondents utilized the other ways for securing civil registry documents, while 33.3 percent did not, for some reasons listed in Table 4.

Among the 32 respondents who did not utilize the other ways of securing civil registry documents, 28.1 percent chose to request documents through the outlet since it offers quicker/better service or a faster transaction compared to the other options. (Table 4)

Figure 6 reveals that out of 96 respondents, 79 were aware of obtaining civil registry documents via the "Internet," 19 knew about the "LGU," six knew about the "Telephone," seven knew about the "SM Business Center," and three knew other ways not specified above.

E. Summary of Respondents’ Observations and Suggestions

Of the total 150 respondents, 83.3 percent said that the overall service was satisfactory, and no suggestions were made. Table 5 contains a list of the respondents' observations and suggestions.

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