Overall satisfaction rating of the census serbilis outlet in General Santos City abruptly drops from 86.0 percent to 66.7 percent in the recent survey conducted in March 2018, in time of peak season, where more clients are expected. With the decrease in the satisfaction rating followed the increase in dissatisfaction rating with 4.0 percent from 1.4 percent in the previous survey and increase of undecided from 12.6 percent to 29.3 percent.

Promptness of service rating went down from 85.3% to 64.0 percent as well as understanding clients’ needs and concerns with 84.6% to 74.7 percent. This recorded the lowest compared to the previous survey rounds conducted.

Employees’ neatness and grooming remains high though slightly dropped from 86.7 percent to 86.0 percent. A noticeable slip of 10.1 percentage points is noted in the rating for the courteousness of the employees from 91.4 percent in the previous survey round to 81.3 percent.

Clients still believed that they were served by knowledgeable serbilis staff with 90.0% satisfaction rating.

In terms of the procedural charts placed in distinct places, 88.0 percent were satisfied for the clear, simple and easy to follow procedures, however slips by 4.7 percentage points from the previous round.

Cleanliness of the surroundings recorded lower satisfaction rating at 71.3 percent, than the previous survey (78.0%).

Satisfaction rating on the cleanliness of the comfort room further shrank from 67.3 percent to 57.3 percent. Dissatisfaction rating, however, posted a double digit 10.7 percent from the 3.4 percent in the previous round.

Satisfaction rating on the safety of the area also went down from 83.7 percent to 76.7 percent and 19.0 percent were undecided.

Lowest rating was recorded in terms of the availability of the chairs at 44.0 percent satisfaction rating. Dissatisfied clients reached 27.3 percent. Undecided recorded at 28.7 percent.

More than half (56.7%) were aware of other means in securing authenticated civil registry documents.

The most sought means in securing civil registration documents in security paper was through the LGU or BREQS (56.9%) followed by the internet with 29.4 percent. Least popular means were SM outlet and telephone with 11.0 percent and 2.83 percent, respectively.

Clients’ Profile

Seven in every ten clients were female. More than half (54.0 percent) were high school graduates. While 68.7 percent had no work or job with only 31.3 percent were employed or had a work. In this survey round, most of the requesters came from General Santos City and nearby Sarangani and South Cotabato provinces. Others were residents from 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 on the last week of March.

Notes:

The conduct of customer satisfaction survey started on the 3rd quarter of 2017. It is to be conducted preferably on the 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.

SGD.

ISMAEL B. RAMOS, JR.

OIC-Chief Statistical Specialist