ANTI-RED TAPE AUTHORITY
CLIENT SATISFACTION MEASUREMENT FORM
Control No: 000001 PSA Approval No. ARTA-2242-2
Expires on July 31, 2023
OFFICE OF THE MAYOR
INFORMATION AND COMMUNICATIONS TECHNOLOGY OFFICE (OM-ICTO)
HELP US SERVE YOU BETTER!
This Client Satisfaction Measurement (CSM) tracks the customer experience of government offices. Your feedback on
your recently concluded transaction will help this office provide a better service. Personal information shared will be
kept confidential and you always have the option to not answer this form.
Client type: MCG Employees Others
Date: _________ Sex: Male Female Age: _________
Region of residence: __________________ Service Availed: _____________________________________________
INSTRUCTION: Check mark (√) your answer to the Citizen’s Charter (CC) Questions. The Citizen’s Charter is an
official document that reflects the services of a government agency/office including its requirements, fees, and
processing times among others.
CC1 Which of the following best describes your awareness of a CC?
1. I know what a CC is and I saw this office’s CC.
2. I know what a CC is but I did NOT see this office’s CC.
3. I learned of the CC only when I saw this office’s CC.
4. I do not know what a CC is and I did not see one in this office. (Answer ‘N/A’ on CC2 and CC3)
CC2 If aware of CC (answered 1-3 in CC1), would you say that the CC of this office was …?
1. Easy to see 4. Not visible at all
2. Somewhat easy to see 5. N/A
3. Difficult to see
CC3 If aware of CC (answered codes 1-3 in CC1), how much did the CC help you in your transaction?
1. Helped very much 3. Not visible at all
2. Somewhat helped 4. N/A
INSTRUCTIONS:
For SQD 0-8, please put a check mark (√) on the column that best corresponds to your answer.
N/A
Not
Strongly Disagree Neither Agree Agree Strongly Applicable
Disagree nor Disagree Agree
SQD0. I am satisfied with the service that I
availed.
SQD1. I spent a reasonable amount of time for
my transaction.
SQD2. The office followed the transaction’s
requirements and steps based on the information
provided.
SQD3. The steps (including payment) I needed
to do for my transaction were easy and simple. N/A N/A N/A N/A N/A
SQD4. I easily found information about my
transaction from office or its website.
SQD5. I paid reasonable amount of fees for my
transaction. N/A N/A N/A N/A N/A
SQD6. I feel the office was fair to everyone, or
“walang palakasan”, during my transaction.
SQD7. I was treated courteously by the staff,
and (if asked for help) the staff was helpful.
SQD8. I got what I needed from the
government office, or (if denied) denial of
request was sufficiently explained to me.
Suggestion on how we can further improve our services (optional):
_______________________________________________________________________________________________
_______________________________________________________________________________________________
Email address (optional): _________________________________
THANK YOU!
