CAAP Client Satisfaction Measurement (CSM) Feedback Form

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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 not to answer this form.

All information obtained from the survey respondents will be treated with strict confidentiality and will adhere to the Data Privacy Act of 2012.

Email *

Date: *

YYYY

Client type: *

Citizen

Business

Government (Employee or another agency)

Agency and office visited? (Please include the name of the Airport) *

Service availed? *

Sex: *

Male

Female

Other:

Age: *

Region of residence: *

INSTRUCTIONS:

Choose 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?
*

1. I know what a CC is and I saw this office’s CC.

2. I know what a CC is but I did NOT see this office’s CC.

3. I learned of the CC only when I saw this office’s CC.

4. I do not know what a CC is and I did not see one in this office. (Answer ‘N/A’ on CC2 and CC3)

CC2: If aware of CC (answered 1-3 in CC1), would you say that the CC of this office was …?

1. Easy to see

2. Somewhat easy to see

3. Difficult to see

4. Not visible at all

5. N/A

CC3: If aware of CC (answered codes 1-3 in CC1), how much did the CC help you in your transaction?

1. Helped very much

2. Somewhat helped

3. Did not help

4. N/A

INSTRUCTIONS:

For SQD 0-8, please choose on the column that best corresponds to your answer.

😦 Strongly Disagree

🙁Disagree

😐 Neither Agree or Disagree

🙂 Agree

😀 Strongly Agree

N/A Not Applicable

SQD0. I am satisfied with the service that I availed.

SQD1.I spent a reasonable amount of time for my transaction.

SQD2. The office followed the transaction’s requirements and steps based on the information provided.

SQD3. The steps (including payment) I needed to do for my transaction were easy and simple.

SQD4. I easily found information about my transaction from the office or its website.

SQD5. I paid a reasonable amount of fees for my transaction. (If service was free, mark the ‘N/A’ column).

SQD6. I am confident my online transaction was secure.

SQD7. The office's online support was available, and (if asked questions) online support was quick to respond.

SQD8.I got what I needed from the government office, or (if denied) denial of request was sufficiently explained to me.

😦 Strongly Disagree

🙁Disagree

😐 Neither Agree or Disagree

🙂 Agree

😀 Strongly Agree

N/A Not Applicable

SQD0. I am satisfied with the service that I availed.

SQD1.I spent a reasonable amount of time for my transaction.

SQD2. The office followed the transaction’s requirements and steps based on the information provided.

SQD3. The steps (including payment) I needed to do for my transaction were easy and simple.

SQD4. I easily found information about my transaction from the office or its website.

SQD5. I paid a reasonable amount of fees for my transaction. (If service was free, mark the ‘N/A’ column).

SQD6. I am confident my online transaction was secure.

SQD7. The office's online support was available, and (if asked questions) online support was quick to respond.

SQD8.I got what I needed from the government office, or (if denied) denial of request was sufficiently explained to me.

Suggestions on how we can further improve our service (Optional):

Send me a copy of my responses.

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