Date of Release: 29 June 2023

Reference No. SRDDN2023-15

The Philippine Statistics Authority, Provincial Statistical Office–Davao del Norte (PSA PSO-DavNor) conducted quarterly the Customer Satisfaction Survey (CSS) at its managed CRS Tagum City Outlet. The CSS is fourth in its series, since the opening of the Outlet on 15 March 2022. 
 

The CSS questionnaires was implemented continuously for five days on 05-09 June 2023 to the 106 randomly selected customers or clients of CRS Outlet by the staff of the office utilizing the Computer-Assisted Personal Interview (CAPI). CAPI is a survey method that facilitate the data gathering with simplicity and accuracy. It brought significant impact on consistency of data and completeness of responses during the data gathering, eliminates in-house data encoding with enhance data validation time. 
 

Primarily, the CSS aims to determine the overall satisfaction of services rendered to customers at CRS Tagum City Outlet. Likewise, the survey intends the following:

1. Determine the demographic characteristics of customers/clients and residence by province of customers;
2. Assess the Overall Satisfaction Rate (OSR) and Net Satisfaction Rate (NSR) of customer respondents, in relation to civil registration service delivery, CRS Outlet employees, procedures, area and facilities;
3. Identify the familiarity of customers on existing alternative options where to send application form on availing Civil Registry Documents (CRDs); 
    
4. Identify the clients’ comments for formulation of corresponding action plan; and 
5. Create an Action Plan matrix from the feedback of clients.

Results of the Survey

This topic refers to the result of the survey on customer satisfaction based from its delineated objectives.

1. Demographic Characteristics of Clients 
    

The demographic characteristics of customer-respondents of the CRS Outlet under review revealed that 69 (65.1%) of the total respondents were females, while 37 (34.9%) were males. 
  

The majority of the respondents has an educational attainment belonging to that of a high school graduate, which contributes to 47.2 percent of the total respondents. On the other hand, 8.5 percent of the respondents have elementary education, while 44.3 percent of the respondents have college or higher education (Table 1).

Table 1 and Figure 1 showed that most of the Clients resides in Davao del Norte (64.2%), while 35.8 percent resides outside the province. 

Of the thirty five percent (35.8%) of clients residing outside Davao del Norte, 24 were from the province of Davao de Oro, 12 from Davao City and Agusan, while 2 of the respondents came from Davao del Sur and Davao Oriental. 

2. Assessment of Overall Satisfaction Rate (OSR) and Net Satisfaction Rate (NSR) of customer, in relation to civil registration service delivery, CRS Outlet employees, procedures, area and facilities;

1. Assessment of the overall satisfaction and net satisfaction;
2. Delivery on civil registration services; 
3. Knowledge, character, and appearance of CRS Outlet employees;
4. Procedural Processes; and 
5. Environment at clients’ area and facility in the CRS Outlet. 
6. Assessment of the overall satisfaction and net satisfaction
7. Demographic Characteristics.

Across sexes, males and females ensued a rating of 100.0 percent of their OSR and NSR. Likewise, a 100.0 percent OSR and NSR rating were obtained from customer-respondents regardless of their educational attainment, work status and by provincial residence.

2. Level of Satisfaction of Clients.

Shown in Figure 3 are the level of satisfaction of clients from strongly disagree to strongly agree using the scale of 1 to 5 (Strongly Disagree – Strongly Agree). 

“Strongly Agree” shown to have the highest rating in most categories, which could be interpreted that majority of the customer-respondents during the survey period were satisfied. Categories such as Understanding Client’s Needs, Knowledgeable Employees, and Comfortable Environment garnered the highest satisfaction rate of 99.1 percent.

In terms of responses for customer-satisfaction on ‘Clean Comfort Rooms’, 97.4 percent of the 39 applicable responses answered “Strongly Agree” and “Agree”. 

3. Quarterly Comparative Overall Satisfaction Rating (OSR) and Net Satisfaction Rating.

Figure 4 showed the Quarterly Comparative Overall Satisfaction Rating (OSR) and the Net Satisfaction Rating (NSR) of Second Quarter of 2023 from the three previous quarter (3^rd and 4^th Quarters of 2022, and 1^st Quarter of 2023) 

The comparison is to determine weither satisfaction rating is maintained or not in the current quarterly survey. This likewise serves as directional performance on improving the quality management at the CRS Outlet.

The OSR and NSR for Second Quarter of 2023 showed to retained its 100 percent customer satisfaction for four succeeding quarters where CSS were being conducted. 

2. Delivery on civil registration services.

Figure 5 showed the overall satisfaction on “Understanding the Clients’ Need and Prompt Service.

Most of Clients rated “Strongly Agree” that the employees understand their needs (99.1%), and prompt service were likewise delivered (87.7%).

Only few of the customer-respondents replied “Agree” on understanding needs and prompt service, with ratings of 0.9 percent and 12.3 percent, respectively.

3. Knowledge, character, and appearance of CRS Outlet employees.

As to the categories on “Knowledgeable, Courteous, and Groomed/Neat”, the customer-respondents rated the employees with “Strongly Agree” with a ratings of 99.1 percent, 97.2 percent, and 94.3 percent, respectively.

4. Procedural Processes.  

Figure 7 revealed that customers were very satisfied on the applied procedures at CRS Outlet-Tagum City. The easy-to-follow procedures has been agreed strongly with a rating of 94.3 percent. Only 5.7 percent clients rate “Agree” on the easy-to-follow procedures in the outlet. 

5. Environment at Clients’ Area and facility in the CRS Outlet. 

Most of the customer-respondents replied “Strongly Agree”, on the environment of clients’ area and facility of CRS Outlet. (Figure 8)

Among categories, ‘Comfortable’ had the highest rating of 99.1 percent, followed by ‘Clean CRs’, ‘Safe’ with 97.4 percent and 95.3 percent respectively.  ‘Clean Surroundings’ rated 88.7 percent. 

Category ‘Enough Chairs’ got the lowest rating among categories rated “Strongly Agree” with a rating of 85.8 percent.

3. Status on awareness of customers of existing alternative options where to send application form on availing Civil Registry Documents (CRDs)

As part of the survey’s goal, CSS also obtained the awareness of respondents on the existing alternative options where to send application form on availing Civil Registry Documents (CRDs).

Figure 9 depicted that out of the 106 respondents, only 59 percent answered “Yes” when were asked on awareness of alternative options to request civil registry documents from the Philippine Statistics Authority through the CRS Outlet.

However, only 21 out of the 22 individuals who were aware of existing alternative options availed the options through internet, City/Municipal Civil Registrar, and SM 

Business Centers. (Figure 10) 

On status of awareness, 22 customer-respondents were aware that the Office of Municipal/City Civil Registrars are accepting filled-out application form on availing civil registry documents from the PSA. This is followed by SM Business Center with 4.5 percent. 

Figure 11 showed that the respondents that were aware of the option of going to the Municipal/City Civil Registrars as an alternative option also availed of this service and have sent filled-out application form at the M/CCRs.

Unfortunately, none of the respondents knew that they can also acquire civil registry documents through telephone, using line number 737-111.

4. Comments of Respondents by Feedback

Most of the customer-respondents expressed their satisfaction and commendation towards the services that they were provided with, while transacting in CRS Tagum City Outlet managed by the Provincial Statistical Office- Davao del Norte. 

Majority of them positively described their approval of the speed of existing processes, transactions, and stated their satisfaction towards the staff that attended to them (87.7%, 4.7% and 4.7%). (Table 2)

Some areas that were highlighted for improvement are the number of chairs available at the waiting area, which only constitute to 0.9 percent of the responses. Another respondent which was satisfied with the overall services provided by the outlet pointed out that it was somewhat tedious. On the other hand, one commendation for the Area/Facilities provided by the CRS Outlet was highlighted, that the overall experience was worth it (0.9%).

5. Action Plan matrix from comments of clients.

A summary of Actions for implementation were listed based from the feedback of 

customers. 

These action plans were formulated and will be implemented on the third quarter of 2023 for enhancement of existing good practices in the CRS Tagum City Outlet, ensuring gray areas are addressed, as well.

Approved for Release:

PEPITO D. AMOYEN

Chief Statistical Specialist

MOM/DRMDC