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Client Satisfaction Measurement (CSM)
ARTA Client Satisfaction Measurement Form
This Client Satisfaction Measurement (CSM) tracks the customer experience of government offices. Your feedback on your recently concluded transaction will help this office provide a better service. Personal information shared will be kept confidential and you always have the option to not answer this form.
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Client Type
Date *
MM
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DD
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YYYY
Sex
Clear selection
Age
Clear selection
Region of Residence
Service Availed
INSTRUCTIONS: Check mark (√) your answer to the Citizen’s Charter (CC) questions. The Citizen’s Charter is an official document that reflects the services of a government agency/office including its requirements, fees, and processing times among others.
CC1- Which of the following best describes your awareness of a CC?
CC2 - If aware of CC (answered 1-3 in CC1), would you say that the CC of this office was …?
CC3 - If aware of CC (answered codes 1-3 in CC1), how much did the CC help you in your transaction?
INSTRUCTIONS: Check mark (√) your answer to the Anti-fixing Campaign (AFC) questions. The Anti-fixing Campaign is a tool in support to the implementation of national policies on anti-red tape and Ease of doing business by combating Fixers in the LGU pursuant to RA 9485 and 11032.
AFC 1 Are measures against fixers visible and used by the office?
AFC 2 Did anyone approach you and offered to facilitate transactions in exchange for money or any other payment or consideration? 
INSTRUCTIONS: For SQD 0-8, please put a check mark (√) on the column that best corresponds to your answer.
SQD0. I am satisfied with the service that I availed.
Clear selection
SQD1. I spent a reasonable amount of time for my transaction.
Clear selection
SQD2. The office followed the transaction’s requirements and steps based on the information
provided.
Clear selection
SQD3. The steps (including payment) I needed to do
for my transaction were easy and simple.
Clear selection
SQD4. I easily found information about my
transaction from the office or its website.
Clear selection
SQD5. I paid a reasonable amount of fees for my
transaction.
Clear selection
SQD6. I feel the office was fair to everyone, or
“walang palakasan”, during my transaction.
Clear selection
SQD7. I was treated courteously by the staff, and (if
asked for help) the staff was helpful.
Clear selection
SQD8. I got what I needed from the government
office, or (if denied) denial of request was
sufficiently explained to me.
Clear selection
Suggestions on how we can further improve our services (optional):
Email address (optional): 
THANK YOU
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