DIVA NO. 10, S. 2024- ADVISORY FROM WILFREDO E. CABRAL, REGIONAL DIRECTOR, OFFICER-IN-CHARGE, OFFICE OF THE UNDERSECRETARY, HUMAN RESOURCE AND ORGANIZATIONAL DEVELOPMENT, RELATIVE TO FREQUENTLY ASKED QUESTIONS (FAQS) ON THE MEMORANDUM FROM THE PMS HEAD

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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