CLIENT SATISFACTION MEASUREMENT SURVEY

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

Age:

Sex:

Region:

Agency Visited:
Service Availed:

Customer Type:

INSTRUCTIONS: Mark your answer to the Citizen's Charter (CC) questions.

CC1 Do you know about the Citizen's Charter (CC) - document of the Agency's services and reqs.

1. Yes, aware before my transaction with this office

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

3. No, not aware of the CC (skip questions CC2 and CC3)

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

1. Yes, the CC was easy to find

2. Yes, but the CC was hard to find

3. No, I did not see this office's CC (skip question CC3)

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

1. Yes, I was able to use the CC

2. No, I was not able to use the CC because

INSTRUCTIONS: For SQD 1-8, please select the option that corresponds to your answer:

SQD1. I spent an acceptable amount of time to complete my transaction (Responsiveness)
SQD2. The office accurately informed and followed the transaction’s requirements and steps (Reliability)
SQD3. My online transaction (including steps and payment) was simple and convenient (Access and Facilities)
SQD4. I easily found information about my transaction from the office or its website (Communication)
SQD5. I paid an acceptable amount of fees for my transaction (Costs)
SQD6. I am confident my online transaction was secure (Integrity)
SQD7. The office’s online support was available, or (if asked questions) online support was quick to respond (Assurance)
SQD8. I got what I needed from the government office (Outcome)

San Jose Water District Website
San Jose, Occidental Mindoro, Philippines
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