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 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 45 (30.0%) were male, while 105 (70.0%) were female. In terms of residency, most of the clients reside within region 1 (90.0%), and 15 respondents (10.0%) reside outside region 1.
Most of the respondents have an educational attainment belonging to a high school graduate, contributing to 47.3 percent of the total respondents. On the other hand, about 44.7 percent, or equivalent to 67 respondents, were college graduate or higher and 8.0 percent or equivalent to 12 respondents were elementary graduates.
Meanwhile, more than half of the clients were unemployed with 59.3% and 40.7% unemployed. (Table 1)
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. Six-dimensional facilities garnered highest score with 5.00 rating, namely; Reliability, Access & Facilities, Cost, Integrity, Assurance and Outcome. In terms of Overall satisfaction rating recorded an overall score of 4.99, which is translates to “Very Satisfied” (Table 2)

3. Overall Satisfaction Rating by Other Access and Facilities
Table 3 shows that all respondents were “Very Satisfied” in terms of six Other Access and Facilities. Four Other Access and Facilities such as Clean Surrounding, Comfortable, Enough Chairs and Lactating room garnered highest score with 5.00 rating.

Other Comments and Suggestions
Respondents were asked about their views on how the Outlet can improve the delivery of its services. The comments and suggestions of the clients were summarized as follows:
Suggestions
• Direction signage going to CRS Outlet from the highway
• Additional shade outside
Compliments
• Very satisfied
• Good service and ambience
• Helpful and accommodating staff
• Mabait sila at mabilis dito
• Almost perfect
• Very comfortable
EDGAR M. NORBERTE
Chief Statistical Specialist
PSO Pangasinan