The Philippine Statistics Authority (PSA) – Pangasinan Provincial Statistical Office conducted its 2023 Customer Satisfaction Survey (CSS) for the 
1st Quarter of 2023 on the service delivery of the Civil Registration Services (CRS) Outlet in Calasiao, Pangasinan last March 13-17, 2023. Since the implementation of the CRS Information Technology Project Phase 2 (CRS-ITP2) in CRS Outlet Calasiao last February of this year, the CSS Q1 2023 
is the first round of the survey. A total of 106 randomly selected clients participated in the survey through a computer-assisted personal interview (CAPI).

The CSS primarily aims to determine the overall satisfaction of the clients with the services provided by the CRS Outlet Calasiao. Specifically, the survey also sought to address the following objectives:

1. Determine the demographic profile of the respondents according to their sex, place of residence, educational attainment, and employment status;

2. Assess the overall satisfaction rate and satisfaction rate of the respondents about the services of CRS Outlet Calasiao in terms of processes, procedures, facilities, and customer support;

3. Characterize the knowledge and usage of clients on alternative ways of requesting Civil Registry Documents (CRDs); and

4. Identify the feedbacks, comments, and suggestions of the respondents.

5.  

PROFILE OF THE RESPONDENTS

Table 1 below shows the profile of the respondents. Findings reveal that most of the respondents were female, accounting for 52.8 percent, whereas male respondents constitute 47.2 percent of the total sample.

Findings also show that nearly all the respondents reside within the province of Pangasinan, accounting for 98.2 percent of the total sample. 
The remaining 1.8 percent of the sample represented clients coming from outside the province, specifically from Misamis Oriental and Antique.

In terms of educational attainment, respondents who finished college level or higher constitute the majority of the sample, accounting for 
52.8 percent. Meanwhile, a large percentage of the respondents finished the secondary level, constituting 45.3 percent. The remaining 1.9 percent of the respondents comprise those who have completed elementary level.

Moreover, in terms of employment status, more than half of the interviewees were unemployed, comprising 52.8 percent of the respondents. Nonetheless, the remaining 47.2 percent of them were employed.

OVERALL SATISFACTION RATE OF RESPONDENTS

The satisfaction level of the respondents is measured on a scale of 1 to 5, with 5 being the highest and 1 the lowest. Table 2 below presents the average satisfaction rating of the respondents by categories.

In terms of services, the respondents agreed that the outlet exhibited an understanding of clients’ needs and prompt service, garnering 4.23 and 4.16 average ratings, respectively.

Similarly, the respondents strongly agreed that the employees of the CRS Outlet Calasiao were groomed and neat, accounting for a 4.65 average rating. This signifies that the employees of the outlet observe appropriate office attire during working hours. The respondents also strongly agreed that the employees were knowledgeable and courteous in interacting with the clients, which obtained average ratings of 4.60 and 4.58, respectively.

In addition, the respondents agreed that the procedures implemented in the outlet were clear and easy to follow, which attained a 4.21 average rating. Despite being newly implemented, the clients were able to understand and follow the processes and procedures of CRS-ITP2 that were posted within and outside the premises of the outlet. Assistance from info-marshals also helped the clients to be familiar with the new system.

Further, the respondents strongly agreed that the outlet maintained clean surroundings and ventilation, which acquired average ratings of 4.65 and 4.52, respectively. Furthermore, the respondents agreed to assuring area safety (4.22) and enough chairs (4.45) for the clients. Lastly, respondents agree to the maintenance of clean comfort rooms, which obtained an average rating of 3.93.

Generally, the respondents demonstrated an overall satisfaction rate of 4.38 on the services of CRS Outlet Calasiao.

EXTENT OF KNOWLEDGE OF RESPONDENTS ON ALTERNATIVE WAYS OF SECURING CIVIL REGISTRY DOCUMENTS (CRDs)

Aside from obtaining various civil registry documents (CRDs) in CRS outlets nationwide, the Philippine Statistics Authority (PSA) offers other means of securing such documents.

Survey results show that the majority of the respondents, which comprises 75% of the sample, are knowledgeable about other ways of securing CRDs. Specifically, the respondents are aware that CRDs can be obtained through the official website of PSA. About 78% of these respondents have already used such a platform.

In addition, only 57 respondents are aware that CRDs can be requested in business centers such as those in SM Malls, where 82% of them have utilized this approach. Others also shared that they are aware of getting their CRDs through the telephone and their local government unit.

CUSTOMER FEEDBACKS, COMMENTS, AND SUGGESTIONS

Another objective of the Customer Satisfaction Survey is to acknowledge the feedbacks, comments, and suggestions of the clients to improve and ensure quality service. Table 3 below shows the comments and suggestions of the respondents under each category.

In terms of services, the respondents expressed their satisfaction with the services delivered to them while complimenting the organized queuing and fast procedure.

Consequently, the respondents praised the implementation of CRS-ITP2, though some clients wished for the restoration of the walk-in system to be able to secure their civil registry documents at any given time.

The respondents also commended the comfortable customers’ area and enough comfort rooms. Nevertheless, some clients sought a fire exit, which is indeed necessary for any workplace.

Taking everything into account, the clients were very satisfied with the services of Civil Registration Service (CRS) Outlet Calasiao.

SGD. EDGAR M. NORBERTE 
Chief Statistical Specialist 
PSO Pangasinan