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 March 2019 Client Satisfaction Survey, conducted last March 18 -22, 2019, posted a +89.0% 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 stood at +88.2%, 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 – March 2019.

• A total 124,977 transactions were processed by the Davao CRS Outlet, operating for 22 days, in March 2019. On the average, 5,681 transactions were processed per day. Figure 2 shows the average number of transactions per day during the conduct of the CSS.

• There is no difference between sexes on their level of satisfaction.

• Clients in the age group 10-19 were the least satisfied clients at 75.0% satisfaction rate.

• Clients with some Elementary education were the least satisfied clients with a satisfaction rate of 71.4%.

• 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 (94.1%). This area of concern has been garnering high satisfaction rate since September 2018.

• Marked improvement in the client satisfaction rate was observed in the areas: courteous employees (9.9%) and understanding client’s needs (9.7%). It should be noted that these areas of concern posted below 80% satisfaction rate mark in December 2018.

• On the other hand, marked decrease in provision of enough chairs: 79.4%, from 95.0% in December 2018 . 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 54.4% 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 (27.9%) or the Local Government Units (18.4%) as the alternative venues where they can request and secure their Civil Registry Documents.

• Only 28% 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 71.8% 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 high school education

• Clients reporting do not have work: 52.9%

• March 2019 clients are either residing in Davao City or outside Davao City.

RUBEN D. ABARO, JR

OIC – REGIONAL DIRECTOR