Client Satisfaction Measurement (CSM)

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HELP US SERVE YOU BETTER!

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.

Deartment or Unit *

Budget and Accounting Division

Estate Engineering and Maintenance Unit

Human Resource Management and Development Unit

Leasing Division

Procurement and Disposal Unit

Security Unit

Treasury Unit

Client Type:

Citizen

Business

Government (Employee or another agency)

Clear selection

Date:

YYYY

Sex:

Male

Female

Clear selection

Age:

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?

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)

Clear selection

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

Clear selection

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

Clear selection

INSTRUCTIONS:

For SQD 0-8, please put a check mark (✔ ) on the column that best corresponds to your answer.

Strongly Disagree

Disagree

Neither Agree nor Disagree

Agree

Strongly Agree

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 feel the office was fair to everyone, or “walang palakasan”, during my transaction.

SQD7. I was treated courteously by the staff, and (if asked for help) the staff was helpful.

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