Philippine Statistics Authority-Saragani conducted the quarterly Client Satisfaction Measurement (CSM) for the first quarter (1Q) in the Civil Registry System Outlet located in General Santos City to determine clients’ perceptions regarding their satisfaction with the civil registration services that the office provides like the issuance of copies of civil registry documents and certifications. Results on the satisfaction rating is one of the key performance indicators being reported for the Agency Performance Measures and in compliance with the Anti-Red Tape Authority (ARTA).

The survey used the standard harmonized CSM questionnaire. It was accomplished thru Computer-Aided Personal Interview (CAPI) and was administered to 150 respondents with 124 successful interviews and a sampling interval of 12, for five days, covering 30 respondents per day from March 10 to 14. The sample respondents/clients for this survey are those who have completed transactions in the CRS outlet.

Services Provided by Philippine Statistics Authority

For this survey round, the most availed service provided by the PSA was the copy issuance of birth certificate having 70.7 percent of the respondents followed by the certification of CENOMAR/CEMAR with 14.7 percent, copy issuance of marriage certificate with 10.7 percent and authentication of birth with 3.3 percent. The least availed service was the copy issuance of death with 0.7 percent.

Clients’ Profile

Of the 124 successful interviews, 77.4 percent of the total population were females and 22.6 percent were males. Most of the clients who availed services of the PSA belonged to the age group of 20-24 with 17.7 percent.

Since the CRS outlet is situated in General Santos City, 76.6 percent of the requesters came from South Cotabato, wherein 52.6 percent of it were from General Santos City, followed by Sarangani Province with 20.2 percent. The remaining 3.2 percent of the clients were residents outside South Cotabato and Sarangani.

In terms of employment, 57.3 percent of the respondents were unemployed and 40.3 percent of them were employed.

 For the educational attainment of the respondents, most of them were college graduate or higher with 52.4 percent, 37.1 percent were high school graduate and 8.1 percent were elementary graduates. 

Respondents Awareness of Citizen’s Charter (CC)

Majority of the respondents were not aware of the CC and have not seen one in this office with 80.6 percent, having only 12.1 percent who were aware of the CC and saw it posted in the outlet. A percentage rating of 6.5 learned about the CC only upon seeing the office’s CC and

In terms of the visibility of the CC, majority of the respondents agreed that the CC was easy to see with 83.1 percent, somewhat easy to see with 16.9 percent and no one rated that it is difficult to see or not visible at all.

For the usefulness of the CC, most of the respondents assessed that it helped them significantly with 62.9 percent. On the other hand, 37.1 percent assessed that it helped them to some extent and not a single respondent believed that it did not help. 

Overall Satisfaction Rating by Service Quality Dimensions

The overall satisfaction rating based on the Service Quality Dimensions (SQD) for this quarter showed a 98.4 percent or ‘outstanding’ rating. As indicated in Table 4, all of the SQDs in this survey round obtained an ‘outstanding’ rating. One hundred percent of the respondents believed that the outlet has good facilities and is accessible and they were served outstandingly with integrity. Also, cost and assurance have achieved 100 percent of satisfied clients. Respondents were also satisfied about the outcome with 99.2 percent. Responsiveness and reliability both scored 98.4 percent, wherein majority believed that the staff have the willingness to help, assist and provide prompt service to the clients. In terms of communication with the clients, the results showed 97.6 percent of satisfied clients.

Overall Satisfaction Rating by Services

Looking at the scores per service, most of the respondents gave ‘outstanding’ satisfaction rating. Serviced for certification of CENOMAR/CEMAR, authentication of birth certificate and copy issuance of death certificate obtained a perfect percentage of 100.0 followed by copy issuance of birth certificate with 98.8 percent. Only copy issuance of marriage certificate obtained ‘very satisfactory’ rating with 93.3 percent.

Satisfaction Rating by Service Category

  In general, most of the respondents were immensely satisfied with the area and facilities of the outlet. An outstanding rating was given for the cleanliness of the surroundings, safety of the area, comfortability and having enough chairs in the outlet, all of which with 100.0 percent satisfied clients. Despite of the perfect scores on the mentioned service categories, both cleanliness of comfort rooms and the breastfeeding station were given poor ratings with 53.2 percent and 40.3 percent, respectively.

Clients’ Comments, Suggestions and Recommendations

Clients were also asked to give suggestions or provide recommendations for the improvement on the services of the census serbilis outlet. 

Table below shows the following comments from the clients.

Notes: 

The questionnaire administered contains demographical questions, three Citizen’s Charter questions and eight questions on the Service Quality Dimensions (SQD). The 8 SQD questions were scored using a 5-point Likert Scale. The simple average of the questions was used to get the Overall score. The interpretation of the results are as follows: