Background of the Survey 

The Anti-Red Tape Authority has implemented a harmonized Client Satisfaction Measurement (CSM) as a standardized tool for all government agencies to assess client satisfaction. This initiative aims to improve the overall quality of government services by gathering and analyzing feedback from clients who have recently completed their transactions.

In addition to assessing client satisfaction, the survey also determines the public’s awareness of the Citizens Charter that outlines the office’s commitments to its clients, including service standards, procedures, and accountability mechanisms.

For PSA Marinduque PSO, it has continued to use the Client Satisfaction Measurement Form provided by ARTA during the second quarter of 2025. This survey instrument was designed to gauge the overall satisfaction of clients who availed of civil registration services at the PSA-Marinduque Provincial Statistical Office. By collecting and analyzing feedback, the agency aimed to identify areas of strength and weakness in its service delivery, ultimately leading to process improvements and enhanced client experience. 

A total of 19 respondents answered the Client Satisfaction Measurement for the period April to June 2025.

Profile of the Respondents 

Based on the data presented in Figure 1, for the second quarter of 2025, civil registration services utilization during this period reveals a significant gender disparity. Specifically, 73.68 percent of clients availing civil registration services were female, while only 26.32 percent were male. This substantial difference indicates that female individuals overwhelmingly utilized civil registration services more often than male individuals in the second quarter of 2025. 

Figure 2 presents the distribution of PSA clients by type for the second quarter of 2025. The bar graph visually represents the number of clients categorized as Government, Business, and Citizen.

The data clearly indicates that most clients during this period were individual citizens, totaling 16. In stark contrast, government clients were significantly fewer, with only 3 individual, and no clients from the business sector availed services in civil registration. This distribution underscores that individual citizens were the predominant users of PSA services in the second quarter of 2025, with minimal engagement from both government and business entities.

Figure 3 illustrates the distribution of PSA clients by age group for the second quarter of 2025. The data reveals that the 31-40 age group had the highest number of clients, with a total of 7. The 41-50 age group follows, with 6 clients. There were 4 clients in the 21-30 age group. The two oldest age groups, 51-60 and 61-70, had the lowest client numbers, with one client each. In summary, the data shows that clients in their 30s and 40s represent the largest portion of PSA clients during this period, with a significant drop in client numbers for both younger and older age groups.

Client Awareness on Citizen’s Charter 

Table 1 shows client awareness and perceptions of the Citizen's Charter (CC) at PSA Marinduque. The data is divided into three key areas: awareness of the CC, visibility of the CC, and the helpfulness of the CC in transactions.

CC1. Awareness of the Citizen's Charter: 

The responses indicate a high level of awareness regarding the Citizen's Charter among clients. 89.47% of respondents (17 individuals) stated they were already aware of what a CC is and had seen the CC of the office. This suggests a strong pre-existing understanding and successful display of the charter. A smaller portion, 10.53% (2 individuals), learned about the CC only upon seeing the office's charter, indicating that for some, the physical presence of the CC served as their initial point of awareness. 

Overall, the data suggests that the office has been largely successful in making its Citizen's Charter known to its clients, either through prior public awareness or through the charter's visibility within the office. 

CC2. Visibility of the Citizen's Charter:

For those aware of the CC, its visibility within the office was overwhelmingly positive. An impressive 89.47% of respondents (17 individuals) found the CC to be "Easy to see." This highlights effective placement and accessibility of the charter. The remaining 10.53% (2 individuals) found it "Somewhat easy to see." No respondents reported the CC as "Difficult to see" or "Not visible at all," reinforcing the strong visibility of the Citizen's Charter.

This indicates that the office has been highly effective in ensuring its Citizen's Charter is prominently displayed and easily discoverable by clients. 

CC3. Helpfulness of the Citizen's Charter in Transactions: 

The Citizen's Charter proved to be highly beneficial to clients during their transactions. A significant 89.47% of respondents (17 individuals) reported that the CC "Helped very much" in their transactions. This underscores the practical utility and clarity of the information provided in the charter. The remaining 10.53% (2 individuals) found that it "Somewhat helped." Crucially, no respondents indicated that the CC "Did not help" in their transaction.

This overwhelming positive feedback demonstrates that the Citizen's Charter effectively serves its purpose of guiding clients through their transactions and providing useful information.

Service Quality Dimensions

Table 2 summarizes the feedback from 19 clients who availed civil registration services at PSA Marinduque, offering insights into their service quality perceptions. The table reveals that a large majority of clients expressed strong agreement or agreement across most service dimensions, indicating an overall positive view of the agency's performance and its delivery of civil registration services.

Summary of Respondents’ Comments

The Client Satisfaction Measurement included a section for customers to provide valuable feedback on how the office could further enhance its services. Below are the comments, suggestions, and recommendations of the clients: 

(SGD)GEMMA N. OPIS
Chief Statistical Specialist
PSA PSO Marinduque
GNO/MMMM