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Release Date :
Reference Number :
PANG-SR-2025-003
Reference Period
2025

 

The Client Satisfaction Measurement (CSM) is conducted to determine clients’ perceptions regarding their satisfaction with the civil registration services that the Philippines Statistics Authority (PSA) provides, specifically 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 accordance with the 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.

 

The survey seeks to elicit the following information:

1.    Profile of the respondents by sex, education, work, and residence, among others;

2.    Clients’ level of satisfaction in terms of responsiveness, reliability, access to facilities, communication, costs reasonableness, integrity, assurance, and the overall satisfaction and perception of the clients towards the government services availed of; and

3.    Comments and suggestions to further improve the delivery of services at the outlet as well as a recommendation to continuously provide quality service to the public.

 

The PSA CSM is conducted quarterly in PSA Civil Registry System (CRS) Outlets nationwide including Central Outlet-East Avenue, Caloocan, Makati, Muntinlupa, Pasay, Pasig, and Valenzuela. CRS Outlets at the PSA Regional Statistical Services Offices (RSSOs) and Provincial Statistical Offices (PSOs) also conduct the CSM aligned with the methodology of the PSA Central Office.

 

Results of the Survey

This topic refers to the results of the survey on client satisfaction measurement.

 

1.    Number and Percent Distribution by Demographic Characteristics

The demographic characteristics of customer respondents of the CRS Outlet under review revealed that 60 (40.3%) were male, while 89 (59.7%) were female. In terms of residency, most of the clients reside within region 1 (98.7%), and only two respondents (1.3%) reside outside Region 1.

 

Most of the respondents have an educational attainment belonging to a college graduate or higher, contributing to 53.7 percent of the total respondents. On the other hand, about 43.6 percent, or equivalent to 65 respondents, were high school graduates and only 4 respondents were elementary graduates.

 

Meanwhile, more than half of the clients were unemployed with 58.4% and 41.6% employed.

 

2.    Overall Satisfaction Rating by Service Quality Dimensions

Shown in Table 2 are the level of satisfaction of clients from strongly agree to strongly disagree using the scale of 1 to 5 (Strongly Disagree – Strongly Agree) “Strongly Agree” shown to have the higher rating in most dimensions, which could be interpreted that majority of the customer-respondents during the survey period were satisfied. Dimensions such as Cost garnered highest score with 4.92 and Communication garnered lowest score with 4.80 rating. In terms of Overall satisfaction rating recorded an overall score of 4.87, which is translates to “Very Satisfied” (Table 2).

 

 

3.    Overall Satisfaction Rating by Other Access and Facilities

Table 3 shows that most respondents were “Very Satisfied” in terms of all Other Access and Facilities. Enough chairs and Comfortable facilities garnered highest score with 4.96 and the lowest clean restrooms with 4.04 rating.

 

 

 

 

EDGAR M. NORBERTE
Chief Statistical Specialist
PSO Pangasinan

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