IO Ian Louie Barbin while conducting Customer Satisfaction Measurement Survey at Sorsogon CRS, Outlet on March 10, 2025

The PSA-Sorsogon Provincial Office conducted its first-ever Customer Satisfaction Measurement (CSM) at the Civil Registry System (CRS) Outlet in Sorsogon to assess client satisfaction with civil registration services, particularly the issuance of civil registry documents and certifications. The satisfaction rating serves as a key performance indicator for the agency and aligns with the requirements of the Anti-Red Tape Authority (ARTA) Memorandum Circular No. 2022-05 and Memorandum Circular 2021-1 issued by the Office of the President, Inter-Agency Task Force.

In preparation, PSA-Sorsogon staff attended the 2025 CSM Orientation on March 7, 2025. The survey was conducted from March 10 to 14, 2025 and was carried out by PSA-Sorsogon staff to ensure an accurate and comprehensive assessment of the services provided to the public. The results will be analyzed to develop strategies for enhancing customer satisfaction and ensuring efficient service delivery.

The survey aimed to gather respondent profiles, including sex, education, employment, and residence, and to evaluate client satisfaction based on responsiveness, reliability, accessibility, facilities, communication, costs, integrity, assurance, and overall perception of government services. Additionally, it collected complaints, suggestions for improvement, and commendations to enhance service quality further.

The CSM will be conducted every second week of the last month of each quarter to ensure continuous service evaluation and improvement.