CAR-RQA FOR SY. 2023-2024 JUNIOR HS

Client Satisfaction Measurement

This short Client Satisfaction Measurement (CSM) survey aims to track the customer experience of government offices. Your answers will enable this office to provide a better service.

Customer Type^*

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Age^*

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Sex^*

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Office Visited^*

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Service/s Availed^*

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Part 2/3: Citizen's Charter

Check mark (✔) your answer to the Citizen’s Charter (CC) questions.

CC1: Do you know about the Citizen’s Charter (document of an agency’s services and reqs.)?^*

Yes, aware before my transaction with this office

Yes, but aware only when I saw the CC of this office

No, not aware of the CC (Skip questions CC2 and CC3)

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CC2: If Yes to the previous question, did you see this office’s Citizen’s Charter?

Yes, the CC was easy to find

Yes, but the CC was hard to find

No, I did not see this office’s CC (Skip question CC3)

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CC3: If Yes to the previous question, did you use the Citizen’s Charter as a guide for the service/s you availed?

Yes, I was able to use the CC

Other:

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Part 3/3: Customer Care

For SQD 1-8, please encircle the number that corresponds to your answer:

SQD1. I spent an acceptable amount of time to complete my transaction (Responsiveness)^*

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SQD2. The office accurately informed and followed the transaction’s requirements and steps (Reliability)^*

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SQD3. My online transaction (including steps and payment) was simple and convenient (Access and Facilities)^*

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SQD4. I easily found information about my transaction from the office or its website (Communication)^*

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SQD5. I paid an acceptable amount of fees for my transaction (Costs)^*

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SQD6. I am confident my online transaction was secure (Integrity)^*

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SQD7. The office's online support was available, or (if asked questions) online support was quick to respond (Assurance)^*

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SQD8. I got what I needed from the government office (Outcome)^*

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Remarks

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