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. All personal data collected will be kept confidential and shall only be used to generate reports of the survey results. Your personal data may also be shared to GCG and ARTA as required by these regulatory government agencies for their verification and validation of the survey result.

Accomplishing this form is not mandatory, you can opt not to answer.


On-Site
Online
Citizen
Business
Government (Employee or another agency)

Male  Female

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 the CC (answered 1-3 in CC1), would you say that the CC on 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 the CC (answered 1-3 in CC1), how much did the CC help you in your transaction?
1 Helped me 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.

 

5
Strongly Agree

4
Agree   

3
Neutral   

2
Disagree

1
Strongly Disagree



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.

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.

No  Are measures against fixers visible and used by the office?
No  Did anyone approach you and offered to facilitate transactions in exchange for money or any other payment of consideration?

Suggestions on how we can improve our services (optional):

Email Address:

Contact Number:


We may contact you back to verify your response as required by GCG through our contracted service provider. This is done randomly and to a certain percentage of the survey results we received. In case your survey response is chosen for validation, please choose at least one preferred mode of communication:
Via call  
Via email

Privacy Consent
I consent to the collection, use, storage, disclosure and processing of my personal data for purposes mentioned and in accordance with the PSALM’s Privacy Notice.