Philippine Statistics Authority’s (PSA) vision is to be solid, responsive and world-class authority on quality statistics and civil registration. A Client Satisfaction Survey (CSS) is regularly conducted to measure if indeed the office is performing as it envisions – Solid, Responsive and World-Class. Clients at the CRS Outlet are asked if are satisfied of the services they have received. Also, results can be used to initiate specific strategies to improve its services.

• The June 2019 Client Satisfaction Survey, conducted last 17-21 June, 2019, posted a +85.5% satisfaction rate. Satisfaction rating is measured as the percentage of clients surveyed during the reference period who were either satisfied or very satisfied with PSA’s civil registry services.
• A net satisfaction rate also stood at +85.5%, where Net Satisfaction rating measures the difference between the proportion of satisfied and dissatisfied clients. Figure 1 shows the comparative over-all satisfaction rate and net satisfaction rate posted from March 2018 – June 2019.

• A total 91,164 transactions were processed by the Davao CRS Outlet, operating for 18 days, in June 2019. On the average, 5,034 transactions were processed per day. Figure 2 shows the average number of transactions per day during the conduct of the CSS from March 2018 – June 2019.

• Higher satisfaction rate were given by females compared to their male counterpart.
• All clients in the 50-59 age group were satisfied.
• Clients with some Elementary education were the most satisfied clients with a satisfaction rate.
• Clients with work were more satisfied compared with clients who do not have work and clients living outside Davao City were more satisfied compared to clients from Davao City. Table 1 shows the Satisfaction Rate by Client’s Characteristics in March 2019.
• Clients gave High satisfaction rate when asked if PSA provided easy to follow procedures (88.4%). However, this is a slight drop in the satisfaction rate posted last March 2019.
• Marked improvement in the client satisfaction rate was observed in the provision of enough chairs (85.1%). It should be noted that these areas of concern posted below 80% satisfaction rate mark in March 2019.

• On the other hand, following areas of concern posted below 80% satisfaction rate: Clean CRs (69.1%), courteous employees (74.2%) and understanding client’s needs (77.1%) Table 2 shows the comparative satisfaction rates by Area of Concern from December, September, June and March 2018.

• The survey also asked if clients knew of other venues where one can secure a copy of their civil registry documents. About 53.5% of the clients knew that there are other ways where one can secure a copy of their Civil Registry Documents. Figure 3 shows the proportion of clients who are aware of other venues where to request for civil registry documents during the conduct of the CSS.
• Clients picked the internet (28.0%) or the Local Government Units (20.4%) as the alternative venues where they can request and secure their Civil Registry Documents.

• Fifty-one percent of the clients who knew other ways where one can secure a copy of their Civil Registry Documents have tried alternative venues where they can request and secure their Civil Registry Documents. Figure 4 shows the proportion of clients who knew of other venues where to request for civil registry document and tried these alternative venues.

• When asked why they did not use alternative venues where they can request and secure their Civil Registry Documents, 30% reported they do not know that there are alternative venues to request for Civil Registry Documents or do not know how to request Civil Registry documents other than PSA’s .
• Clients were asked if they want to give comments or suggestions for PSA to consider to improve its services, consolidated below:

Client’s Profile

• Female accounted for 61.8% of the total clients of the outlet
• Majority of the clients belong to the 20-29 age group.
• Half of the clients reported to have at least college education
• Almost half of the clients reported do not have work: 47.2%
• June 2019 clients are either residing in Davao City or outside Davao City.