1. Overview

The Client Satisfaction Measurement (CSM) assesses clients' satisfaction with the civil registration services provided by the Philippine Statistics Authority (PSA) Abra through the CRS outlet, specifically in issuing civil registry documents. The resulting satisfaction rating is a key performance indicator reported for Agency Performance Measures, aligning with Anti-Red Tape Authority (ARTA) and Office of the President directives. 

The survey gathers respondent profiles and satisfaction levels in areas like responsiveness and communication and captures complaints, suggestions, and commendations for service improvement. This initiative complies with ARTA Memorandum Circular No. 2022-05 and Memorandum Circular 2021-1 from the Office of the President.

2. Scope

The PSA Client Satisfaction Measurement (CSM) is a quarterly routine assessment at the Abra Civil Registry System (CRS) outlet. This initiative is carried out strictly according to the methodology prescribed in the Central Office guidelines. The CSM aims to gauge the satisfaction levels of clients availing services at the Abra CRS, providing valuable insights into the effectiveness and quality of the services offered. Through this periodic evaluation, the PSA can identify areas of improvement, address any concerns, and enhance overall service delivery in line with the established guidelines and standards.

            Table 1. Service Provided by CRS-Bangued, Abra: 1^st  Quarter

3. Methodology

The PSA-Abra is responsible for conducting the CSM for clients who have concluded transactions involving single or multiple transactions at the CRS Outlets. A transaction is deemed complete when the final step specified in the Citizen's Charter of the PSA for the availed service is successfully executed.

The sample size shall be determined and aligned with the prescribed calculation of the minimum number of respondents based on the annual volume of transactions implementing the sampling interval. If the volume of clients is below average during the survey, PSA Abra used the time interval method as an alternative to the count interval. Relative to the number of samples needed, which is 150, the interviewer collected 30 respondents per day, equivalent to 4 respondents per hour or one respondent every 15 minutes.

Paper and pencil interviews were used to collect data and did not exceed five minutes. The interview was implemented briefly to maximize the responses and maintain clients' confidentiality. The data gathering ran from 8:00 AM to 5:00 PM daily last March 18-22, 2024 ensuring the representation of respondents in the morning and afternoon to account for possible differences in satisfaction based on the time of the day.

The nine (9) questions for Service Quality Dimensions and Other Access and Facilities were scored using a five-point Likert Scale. Responses were computed proportional to the scale. An average of the questions was used to get the overall score. Below is the interpretation of the results:

4. Results of the Harmonized CSM for FY 2024 (1^st Quarter)

1. Respondent’s Information

The demographic analysis of respondents in the Client Satisfaction Measurement conducted by the office highlights a notable gender distribution, with the majority identified as female, comprising 56.7 percent of the total participant pool. Additionally, examination of the age distribution among clients served by the outlet reveals a predominance of individuals aged between 20 and 24, making up 22.0 percent of the survey's total respondents.      

Table 2a. Demographic Characteristics of the Respondents 

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

Notably, 96.0 percent of all clients were residents of the Cordillera Administrative Region (CAR), with a significant portion hailing from the Province of Abra. This localized concentration indicates a focused clientele base within this specific geographical area, likely influenced by regional policies or initiatives. The remaining clients originated from outside CAR, specifically from the Ilocos Region.

Furthermore, when delving into the educational backgrounds of the respondents, a notable trend becomes apparent. Specifically, a majority of the clients, comprising 54.7 percent, possessed a college degree, indicating a relatively high level of educational attainment within the surveyed population. Following closely behind, 38.6 percent of the respondents were high school graduates, suggesting a significant portion with secondary-level education. This distribution sheds light on the diverse educational profiles of the clientele involved in the survey.

Likewise, the analysis of the employment status among the respondents yields compelling insights. A significant proportion of clients, constituting 44.0 percent, were identified as unemployed. This statistic prompts considerations regarding the socio-economic dynamics at play and underscores the potential necessity for interventions or support systems related to employment. The prevalence of unemployment within the client base suggests a need for targeted initiatives focused on skill development, job placement, or entrepreneurship programs to address this specific aspect of their circumstances effectively. Understanding and addressing the underlying factors contributing to unemployment can contribute to more tailored and impactful interventions aimed at improving the livelihoods of the surveyed population.

1. Count of Citizen Charter (CC) and Service Quality Dimension (SQD) results

Table 2b. Number and Percent Distribution on the Respondents' Awareness of Citizens Charter

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

            The tabulated data unveils significant findings regarding clients' awareness levels of the Citizens Charter. Notably, a notable proportion, 24.7 percent of clients, confessed to a lack of awareness regarding the Citizens Charter. This revelation suggests that some clients were not acquainted with the existence or purpose of the Citizens Charter, hinting at potential gaps in communication or dissemination of crucial information within the service environment. 

Conversely, in stark contrast, the majority—precisely 54.7 percent of clients—demonstrated a commendable level of awareness regarding the Citizens Charter. This group acknowledged its presence and affirmed its physical availability within the office environment. This finding signifies a cohort of clients who are well-versed in the service standards, commitments, and procedures outlined in the Citizens Charter. 

Understanding the factors contributing to this majority's awareness could offer valuable insights, facilitating the identification of best practices or effective communication channels that can be replicated to enhance awareness among the broader client base.

Table 2c. Number and Percent Distribution on the Visibility of the Citizens Charter

*Number of respondents who were aware of the CC (answered 1-3 in CC1)

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

             The statement provides a deeper exploration into the nuanced experiences of respondents who exhibited awareness of the Citizen's Charter, uncovering a complex pattern within this subgroup. Notably, within this cohort, an intriguing contrast emerges regarding the visibility of the Citizen's Charter. Surprisingly, a significant majority, comprising 71.7 percent of these individuals, reported that the Citizen's Charter is easily visible. This finding suggests a high level of accessibility and prominence of the Charter within the office environment, indicating potentially effective communication or display strategies employed by the service provider.

            Conversely, only a minority, specifically 10.6 percent, responded that the Citizen's Charter was difficult to see. This contrasting perspective underscores a potential discrepancy in visibility perceptions among a smaller subset of respondents. Understanding the reasons behind this perception could unveil insights into potential barriers or shortcomings in communication strategies, signage placement, or environmental factors within the office setting.

            Overall, this nuanced analysis sheds light on the varied experiences and perceptions regarding the accessibility and visibility of the Citizen's Charter among aware respondents. It underscores the importance of not only having informative materials readily available but also ensuring their visibility and ease of access to enhance transparency and accountability in service provision.

Table 2d. Number and Percent Distribution on the Respondents' Assessment of Citizens Charters’ Usefulness

*Number of respondents who were aware of the CC (answered 1-3 in CC1)

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

            Based on the insights provided in Table 2d, noticeable trends become apparent, illustrating that 77.9 percent of respondents who were aware of the Citizen's Charter indicated that its presence proved helpful. Conversely, the remaining respondents confirmed that, to differing extents, the Citizen's Charter contributed to facilitating their interactions or experiences.

1. Satisfaction Rating by Service Quality Dimensions

Figure 1. Overall Satisfaction Rating by Service Quality Dimensions

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

            Regarding the in-depth evaluation of service quality dimensions, the Civil Registration Services (CRS) in Abra excelled with an impressive aggregate rating of 4.90, classified as "Very Satisfied," showcasing a high level of contentment with the office's services. Upon scrutinizing the tabulated data, each individual indicator attained ratings of 4.76 or higher, collectively falling within the "Very Satisfied" category. Notably, despite all indicators meeting this standard, the indicator SQD1, which assesses the time spent on transactions, received the lowest score of 4.76. For instance, clients perceived that the time taken for processing their documents could be improved, possibly indicating a need for streamlining procedures or enhancing operational efficiency in this specific area.

Figure 2. Overall Satisfaction Rating by Other Access and Facilities

Source: Philippine Statistics Authority, Cordillera Administrative Region, 1^st Quarter 2024 Client Satisfaction Survey

*Number accounts only those respondents who availed of the lactating room

            The insights depicted in Figure 2 offer an evaluation of supplementary access and amenities, gleaned from feedback provided by respondents. Impressively, the overall satisfaction rating stands at a high 4.88, signifying a "Very Satisfied" classification among participants. Examining specific indicators, critical elements such as "enough chairs," "comfortable/ventilated," "safe," and "clean surroundings" received notable ratings of 4.84 and above. This indicates that respondents were notably content with factors contributing to a positive and comfortable environment, including seating availability, ventilation, safety measures, and overall cleanliness.

            However, it's worth noting that the lactating room received the lowest rating of 4.80, suggesting a potential area for improvement. This lower score indicates that respondents expressed comparatively lower satisfaction levels with the lactating room, hinting those enhancements in aspects such as cleanliness, comfort, or accessibility may be warranted.

            In summary, Figure 2 offers a nuanced understanding of satisfaction levels, pinpointing areas of strength and potential improvement in supplementary access and amenities based on respondent feedback.

1. Satisfaction Level by Services Provided

            In the comprehensive evaluation of overall satisfaction, as depicted in the provided tabulated data, it's notable that each service under consideration has received exceptionally favorable ratings, all surpassing the threshold of 4.80 on the satisfaction scale. This numerical range has been explicitly classified as "Very Satisfied," indicating a remarkably high level of contentment among the respondents.

            The consensus of opinions, with every service achieving a rating of 4.80 and beyond, unequivocally suggests that not only did each service meet the anticipated standards, but, more significantly, each one exceeded the expectations of the respondents. This collective sentiment of "Very Satisfied" underscores a notable level of excellence and fulfillment in the delivery of the specified services, signifying a commendable achievement in surpassing the envisioned benchmarks.

            Such affirmative feedback is indicative of service provision that goes above and beyond the anticipated norms, providing valuable insight into the exceptional quality and performance of the services in question.

         Table 2e. Overall Satisfaction Rating by Services:1^st Quarter

V.       Other Comments and Suggestions to Improve the CRS Services

Prepared by:

JAERIEL R. BERSAMINA

Supervising Statistical Specialist

Approved by:

FELIXBERTO B. PERDIDO

Chief Statistical Specialist

VI.    Annexes: Statistical Tables

            Table 1. Service Provided by CRS-Bangued, Abra: 1^st Quarter

Table 2a. Demographic Characteristics of the Respondents 

Table 2b. Number and Percent Distribution on the Respondents' Awareness of Citizens Charter

Figure 1. Overall Satisfaction Rating by Service Quality Dimensions

Figure 2. Overall Satisfaction Rating by Other Access and Facilities

Table 2e. Overall Satisfaction Rating by Services:1^st  Quarter