I. Overview

The Client Satisfaction Measurement (CSM) is conducted to determine clients’ perceptions regarding their satisfaction with the civil registration services that the Philippines Statistics Authority (PSA) provides, specifically in the issuance of copies of civil registry documents and certifications. The resulting satisfaction rating is one of the key performance indicators being reported for the Agency Performance Measures and in compliance with Anti-Red Tape Authority (ARTA) Memorandum Circular No. 2022-05, series of 2022 and Memorandum Circular 2021-1 issued by the Office of the President, Inter-Agency Task Force dated 03 June 2021.

II. Scope

The PSA Client Satisfaction Measurement (CSM) is conducted quarterly in PSA Civil Registry System (CRS) Outlets nationwide including Tabuk City Outlet.

III. Methodology
Tabuk City CRS outlet administered CSM to clients with completed transactions, whether single or multiple transactions. A transaction is considered complete when the final step of the service availed of per the Citizen’s Charter of the PSA is accomplished.

The PSA CSM is conducted on a quarterly basis each year in consonance with the reporting period of the Agency Performance Measures and Budget Accountability Report (BAP).
The CSM was administered through a Computer Assisted Personal Interview (CAPI) by an interviewer. The interviewer or data collector collects a total of 30 respondents per day following the interval given of 5 which was provided by CRS-ITP2 PMO. It is conducted for 5 consecutive days in the second week of June.
The manner of collection of survey questionnaires shall not exceed five minutes. It was brief to maximize the responses and should maintain the confidentiality of clients.
Prior to the actual conduct of data gathering, the enumerators were briefed regarding their responsibilities and expected output from the survey. The data gathering ran from 8:00am to 5:00pm daily, ensuring the representation of respondents in the morning and in the afternoon to account for possible differences in satisfaction based on the time of the day. The enumerator followed the required procedure in sample selection. During the field operations, the enumerator was advised to observe proper decorum during an interview, deliver questions verbatim and avoid leading questions while probing.
The enumerator and the personnel involved in the conduct of CSM shall be treated with strict confidentiality. All personal information and sensitive personal information which shall be gathered during the survey shall adhere to the non-disclosure of the same pursuant to Republic Act No. 10173 otherwise known as the “Data Privacy Act of 2012.”

IV. Results of the Harmonized CSM
A. Coverage and Response Rate
The Client Satisfaction Measurement (CSM) was administered to 150 sample respondents at the Tabuk City CRS outlet with 100% response rate.

B. Demographic Characteristics
The demographic profile of respondents revealed a gender distribution with a majority of respondents identified as female with 71% while male constitutes 29% of the overall samples.  Most of the clients served were aged 20-24 with 24.67% followed by aged 25-29 with 24% from the overall sample survey.

Table 1. Number and Percent Distribution by Demographic Characteristics: Tabuk City Outlet, Second Quarter 2025

Most of the samples or 91% are from Kalinga, the remaining 9% are from outside Kalinga. On educational attainment, most of the samples or 52% are college graduates, 38% are high school graduates, and 10% are elementary graduates.

Table 2. Number and Percent Distribution on the Respondents Awareness of Citizen's Charter (CC) of Tabuk City Outlet: Second Quarter 2025

CC1 indicates that 70% of respondents learned about the Citizen’s charter only upon seeing the citizens charter of the office located at the entrance of the outlet. Respondents showed 98.1% visibility of the Citizens charter while 1.9% indicated that the citizens charter was not visible.

Accordingly, the Citizens Charter has significantly helped 92.3% of the clients. Nevertheless, 7.7 indicated a small help to him/her.

Table 3. Overall Satisfaction Rating by Service Quality Dimensions: Second Quarter 2025

The comprehensive assessment of service quality dimensions of the Civil Registration Services (CRS) in Tabuk City achieved an overall rating of 4.71% equivalent to "Very Satisfied," signifying a commendable level of satisfaction with the services rendered by the outlet. It is from the outcome a 4.76% rate, integrity with 4.68%, communication with 4.65%. Accessibility and Facilities and cost with 4.72%, assurance revealed a rating of 4.78%, responsiveness with 4.64% and reliability with 4.74%.

Table 4 delineates the evaluation of additional access and facilities, wherein respondents assigned a rating of 4.51% for clean comfort rooms, 4.72% for safety, 4.68% for comfortability, enough chairs with 4.39% and clean surroundings with 4.70% rate at the Civil Registration Services (CRS) Tabuk City, Outlet. To sum up, the 4.60% rating was attained equivalent to very satisfied clients.

Table 5. Overall Satisfaction Rating at Tabuk City Outlet: Second Quarter 2025

For the second quarter of 2025 the overall satisfaction rating of the outlet is 4.75 % with an objectional rating of very satisfied.

Table 6. Services Provided by Philippine Statistics Authority

Among the services provided by PSA, Birth copy issuance has the highest count with 129 out of the 150 samples. Marriage with 3, CENODEATH with 1 and CENOMAR has 17.

The clients of the CRS outlet were not aware and did not see the citizens charter placed at the entrance of the CRS outlet due to the numerous applicants and the eagerness to be in at the outlet. It has reached 65% rating.

The service quality dimensions of the Civil Registration Services (CRS) in Tabuk City achieved an overall rating of 4.7% equivalent to "Very Satisfied," signifying a commendable level of satisfaction with the services rendered by the outlet. 4.7% rate is from the integrity while outcome of associates, access and facilities, communication, assurance, cost of documents and responsiveness revealed a rating of 4.7.

There were no complaints but rather suggestions and comments were received.

sgd.
MARIBEL M. DALAYDAY
Chief Statistical Specialist

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