Satisfaction rating of Gensan Census Serbilis Outlet slightly declines to 86% in 4Q

Release Date: 

Monday, 15 January 2018

Satisfaction rating of the census serbilis outlet in General Santos City slightly declines by 0.7 percentage points, from 86.7 percent to 86.0 percent in the recent survey conducted in December 2017. While there was an increase in the dissatisfaction rating with 1.4 percent compared to the last round with only 0.8 percent. A faint increase in the rating of undecided clients was also observed with 12.6 percent, up by 0.1 percent from 12.5 percent. Highest rating was noted on the promptness of service (85.3%) and understanding the clients’ needs and concerns (84.6%) in comparison to the 3rd quarter survey with 85.1 percent on promptness and 83.1 percent on understanding; indicating the lowest rating among the three, 2nd quarter round posted 78.5 percent and 80.5 percent, respectively. Employees’ neatness and grooming was also rated with a percentage of 86.7 percent, which dropped by 3.2 percentage points from 89.9 percent of the previous round. An improvement was noted as 91.4 percent of the clients’ agreed that the employees were courteous compared to 88.6 percentage points in the last survey round. Around 9 out of 10 clients (89.6%) agreed that they were entertained and served by knowledgeable serbilis staff, posting 1.2 percentage point difference. In terms of the procedural charts placed in distinct places, 92.7 percent of the clients were satisfied for the clear, simple and easy to follow procedures showing a 1.4 percent increase from the previous survey round (91.3%). Having the lowest satisfaction rating, cleanliness of the comfort room further shrank by 2.6 percentage points, from 69.9 percent to 67.3 percent in the current survey round. However, dissatisfied clients decreased by 1.9 percent, posting an improvement with only 3.4 percent compared to the last two surveys with 8.0 percent (2nd qtr) and 5.3 percent (3rdqtr), respectively. Satisfaction rating on the safety of the area (83.7%) and provision of enough chairs (77.4%) had also decreased by 1.8 percent and 4.8 percent, respectively. However, there was an uptick in the rating in terms of the cleanliness of the area from 77.8 percent to 78.0 percent. The most sought means in securing civil registration documents in security paper was through the internet with 28.7 percent, followed by through LGU or BREQS (26%) and the least popular means were SM outlet and telephone with 2.7% and 1.3%, respectively.

Clients’ Profile

Seven in every ten clients were female. Also, more than half (54.7 percent) were college graduates or higher, and almost half were employed or had a work (49.3 percent). In this survey round, most of the requesters came from other municipalities/city of South Cotabato with 35.5 percent and from General Santos City with 34.0 percent. Others were residents from Sarangani, Sultan Kudarat, and other regions.

The PSA-Sarangani facilitated the satisfaction survey to evaluate the performance of the Census Serbilis Outlet on the delivery of civil registration services such as issuance of civil registration documents and other related services. Randomly selected respondents were asked to rate the performance using a one-page questionnaire within a three-day period.


The regular conduct of CSS is preferably every fourth week of the third month of each quarter. Job Order Febie Joy Orbita and Job Order Zyra Kamille Coloso were designated as Enumerators (ENs). CSS forms with control number were distributed to and collected from sample respondents/clients. Those who were screened already, for payment already or in the releasing window waiting for the release of the requested documents were randomly selected to accomplish the questionnaire.








OIC-Provincial Statistics Officer