DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT

REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE

SAMPLE

Annex B

Client Satisfaction Measurement

(CSM) Report Outline
DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE

Harmonized CSM Report Outline:

I. Title Page
- This section shall contain the Agency’s official logo and official name. The page
shall also include:
o the label “Client Satisfaction Measurement Report”,
o whether the report is consolidated by the Central, the Regional, or the
Satellite Office. (Ex. Regional Office – Western Visayas)
- the year covered by the report, and the report’s edition [Ex. 2023 (1st Edition)].
SAMPLE

II. Table of Contents

III. Overview
- The content of the Overview section shall be at the discretion of the agency.
Agencies are highly encouraged to include a summary of results. It may include a
brief description of the agency and the CSM mandate.

IV. Scope
a. Period covered
b. Geographic and Office coverage
c. List of services surveyed, responses, and total number of
transacting clients
d. Sampling
i. Applied confidence level and margin of error
ii. Discussion of response rates
- The Scope section of the CSM Report shall include the period on when the
survey was conducted and the geographical coverage of the survey.
- In addition, the section shall include a table of the agency’s services, the
number of clients that completed the survey, and the total number of
transactions during the year (surveyed + unsurveyed clients).
- The response rate is integral to the survey so it shall be explicitly stated in the
CSM report. It shall be followed by a discussion on why the agency thinks the
response rate is high, low, or as expected.
- Furthermore, the agency shall also provide reasons on why services have
low responses, if any. The agency shall create a separate table for services
that have no clients during the period, if any.
- The sampling calculator is attached in the CSM Guidelines document.

V. Methodology
a. Mode of Survey Implementation
b. Feedback and Collection Mechanism
c. Scoring system
i. Table of the scale and its equivalent number
d. How numerical results will be interpreted
- The Methodology section of the CSM Report shall discuss all the physical
and digital methods used by the agency to implement the CSM survey.
DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE

- Additionally, the section shall provide a table of the 5-point Likert scale
and the survey’s scoring system.

VI. Data and Interpretation

a. Client Demographic
b. Citizen’s Charter results
c. Service Quality Dimension results
d. Free responses

- A breakdown of the client demographic

SAMPLE shall be provided. The agency may
provide an analysis based on how it may or may not be representative of its
population.
- Then, a breakdown of the Citizen’s Charter questions and Service Quality
Dimension questions by result count shall be provided. The agency shall
provide an analysis of the results.
- Afterward, a breakdown of each services’ scores shall be provided. The
agency shall also provide an analysis of these results.

VII. Results of the Agency Action Plan reported in the previous year
VIII. Continuous Agency Improvement Plan for the following year
- Sections VII and VIII shall contain the action steps, the responsible
unit/person, and a timeline. Agencies are also encouraged to incorporate
CSM findings to the Improvement Plan.
- Section VI shall not apply for the first year of CSM implementation

IX. Index
A. Clear images of CSM survey used
B. List including central, regional, and satellite offices covered (if
consolidated)
C. CSM results of each central, regional, and satellite office (if
consolidated)
i. Response rates of each office
ii. Citizen’s Charter results of each office
iii. SQD results of each office
DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE

SAMPLE

[Insert Agency Logo]

(Insert Agency Name)

Client Satisfaction Measurement Report

Consolidated
YEAR (XX Edition)
DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE

TABLE OF CONTENTS

I. Overview 1
II. Scope 1
III. Methodology 3
IV. Data and Interpretation 3
V. Results of the Agency Action Plan SAMPLE
8
VI. Continuous Agency Improvement Plan 8

Annex A. Survey Questionnaire Used 9

Annex B. List of Regional and Satellite Offices
(If Consolidated Report) 10
Annex C. CSM Results Per Office
(If Consolidated Report) 11
 I. Overview:
[The content of the Overview section shall be at the discretion of the agency. Agencies
are highly encouraged to include a summary of results. It may include a brief
description of the agency and the CSM mandate.]

Score
CC Awareness: 40.00%
CC Visibility: SAMPLE 30.00%
CC Helpfulness: 44.00%
Response Rate: 40.69%
Overall Score: 97.39%

II. Scope:
[The Scope section of the CSM Report shall include the period the survey was
conducted and the geographical coverage of the survey.
In addition, the section shall include a table of the agency’s services, the number of
clients that completed the survey, and the total number of transactions during the year
(surveyed + unsurveyed clients).
The response rate is integral to the survey so it shall be explicitly stated in the CSM
report. It shall be followed by a discussion on why the agency thinks the response rate
is high, low, or as expected.
Furthermore, the agency shall provide reasons on why services have low responses, if
any. The agency shall create a separate table for services that had no clients during the
period, if any.]

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 1
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 The services [Agency Name] surveyed were the following:
Total
External Services Responses Transactions
External Service 1 (replace with service name as stated in the Citizen’s Charter) 258 431
External Service 2 204 512
External Service 3 59 78
External Service 4 8 16
External Service 5 21 33
External Service 6 32 32
External Service 7 167 488
External Service 8 SAMPLE 24 24
External Service 9 271 849
External Service 10 19 40
External Service 11 29 36
External Service 12 71 101
External Service 13 42 100
External Service 14 22 26
External Service 15 49 75
External Service 16 33 39
External Service 17 15 34
External Service 18 11 22
External Service 19 16 20
External Service 20 56 81
External Service Total 1407 3037
Internal Services
Internal Service 1 (replace with service name as stated in the Citizen’s Charter) 38 73
Internal Service 2 15 21
Internal Service 3 446 2436
Internal Service 4 43 80
Internal Service 5 68 95
Internal Service 6 26 37
Internal Service 7 33 51
Internal Service 8 9 17
Internal Service 9 13 20
Internal Service 10 19 29
Internal Service 11 0 8
Internal Service 12 0 5
Internal Service 13 38 38
Internal Service 14 17 17
Internal Service 15 23 23
Internal Service 16 18 18
Internal Service 17 16 16
Internal Service 18 38 38
Internal Service 19 332 332
Internal Service Total 1192 3354
OVERALL TOTAL 2599 6391

The following services had no clients in CY [year covered]

1. Zero-Client Service 1
2. Zero- Client Service 2

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 2
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 III. Methodology:
[The Methodology section of the CSM Report shall discuss all the physical and digital methods
used by the agency to implement the CSM survey.
Additionally, the section shall provide a table of the 5-point Likert scale and the survey’s scoring
system.]

Scale Rating
5 SAMPLEStrongly Agree

4 Agree
3 Neither Agree nor Disagree
2 Disagree
1 Strongly Disagree

The Overall score for the 8 SQDs were computed based on the following formula:

The interpretation of the results are as follows:

Percentage Rating
Below 60.0% Poor
60.0% - 79.9% Fair
80.0% - 89.9% Satisfactory
90.0% - 94.9% Very Satisfactory
95.0% - 100% Outstanding

IV. Data and Interpretation

[A breakdown of the client demographic shall be provided. The agency may provide an analysis
based on how it may or may not be representative of its population.
Then, a breakdown of the Citizen’s Charter questions and Service Quality Dimension questions
by result count shall be provided. The agency shall provide an analysis of the results.
Afterward, a breakdown of each services’ scores shall be provided. The agency shall also
provide an analysis of these results.]

A. Demographic Profile

[Insert discussion]

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 3
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 D1. Age and D2. Sex External Internal Overall
1. 19 or lower 1% 0% 1%
2. 20-34 22% 64% 40%
3. 35-49 40% 23% 32%
4. 50-64 23% 6% 16%
5. 65 or higher 7% 2% 5%
6. Did not specify 7% 5% 6%
SAMPLE

1. Male 38% 14% 28%

2. Female 58% 86% 70%
3. Did not specify 4% 0% 2%

[Insert discussion]

D3. Region External Internal Overall

1. Region I 4% 6% 5%
2. Region II 2% 4% 3%
3. Region III 13% 9% 11%
4. Region IV-A 14% 7% 11%
5. MIMAROPA 2% 9% 5%
6. Region V 6% 6% 6%
7. Region VI 9% 4% 7%
8. Region VII 8% 6% 7%
9. Region VIII 5% 3% 4%
10. Region IX 5% 8% 6%
11. Region X 4% 6% 5%
12. Region XII 4% 4% 4%
13. Region XIII 2% 4% 3%
14. NCR 11% 15% 13%
15. CAR 3% 1% 2%
16. BARMM 5% 2% 4%
17. Did not specify 3% 6% 4%

[Insert discussion]

Customer Type External Internal Overall

D4. Citizen 15% 1% 9%
D4. Business 9% 1% 6%
D4. Government 71% 98% 82%
D4. Did not specify 5% 0% 3%

[Insert analysis of demographic results]

B. Count of CC and SQD results

[Insert discussion and analysis of CC results]

Citizen’s Charter Answers Responses Percentage

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 4
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 CC1. Which of the following describes your awareness of the CC?
1. I know what a CC is and I saw this office’s CC. 283 10%
2. I know what a CC is but I did not see this office’s CC. 521 19%
3. I learned of the CC only when I saw this office’s CC. 304 11%
4. I do not know what a CC is and I did not see this office’s CC. 1708 60%

CC2. If aware of CC, would you say that the CC of this office was…?
1. Easy to see 330 30%
2. Somewhat easy to see 257 23%
3. Difficult to see 141 13%
SAMPLE
4. Not visible at all 380 34%

CC3. If aware of CC, how much did the CC help you in your transaction?
1. Helped very much 489 44%
2. Somewhat helped 367 33%
3. Did not help 252 23%

[Insert discussion and analysis of SQD0 results]

Neither
Strongly Agree nor Strongly Total
Agree Agree Disagree Disagree Disagree N/A Responses Overall
SQD0 13108 7922 1044 367 87 0 22528 93.35%

[Insert discussion and analysis of SQD1-8 results]

Neither
Service Quality Strongly Strongly Total
Agree Agree nor Disagree N/A Overall
Dimensions Agree Disagree Responses
Disagree
Responsiveness 1930 815 58 12 1 0 2816 97.48%
Reliability 1700 1052 50 9 5 0 2816 97.73%
Access and 1789 938 71 16 2 0 2816 96.84%
Facilities
Communication 1447 1296 54 18 1 0 2816 97.41%
Costs 0 0 0 0 0 2816 2816 N/A
Integrity 1927 833 38 15 3 0 2816 98.01%
Assurance 1591 1141 65 17 2 0 2816 97.02%
Outcome 1686 1053 59 14 4 0 2816 97.27%
Overall 12070 7128 395 101 18 2816 22528 97.39%

C. Overall score per service

[Insert discussion of scores per service]

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 5
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 External Services Overall Rating
External Service 1 (replace with service name as stated in the Citizen’s Charter) 97.6%
External Service 2 96.0%
External Service 3 90.0%
External Service 4 81.4%
External Service 5 99.4%
External Service 6 87.6%
External Service 7 96.6%
External Service 8 80.8%
External Service 9 96.0%
External Service 10 SAMPLE 87.0%
External Service 11 93.0%
External Service 12 94.2%
External Service 13 97.0%
External Service 14 94.8%
External Service 15 85.4%
External Service 16 86.6%
External Service 17 89.8%
External Service 18 83.0%
External Service 19 80.0%
External Service 20 92.2%
External Service Total 93.4%
Internal Services
Internal Service 1 (replace with service name as stated in the Citizen’s Charter) 82.6%
Internal Service 2 82.4%
Internal Service 3 90.0%
Internal Service 4 97.4%
Internal Service 5 95.4%
Internal Service 6 84.2%
Internal Service 7 89.6%
Internal Service 8 93.4%
Internal Service 9 92.4%
Internal Service 10 99.0%
Internal Service 11 92.8%
Internal Service 12 80.8%
Internal Service 13 88.2%
Internal Service 14 94.6%
Internal Service 15 96.2%
Internal Service 19 95.6%
Internal Service Total 90.2%
OVERALL TOTAL 97.4%

[Insert analysis]

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 6
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 V. Results of the Agency Action Plan reported for FY 2022:

VI. Continuous Agency Improvement Plan for FY 2024:

SAMPLE

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 7
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 ANNEX A. Survey Questionnaire/s Used

SAMPLE

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 8
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 ANNEX B. List of Regional and Satellite Offices (If Consolidated
Report)
Total
Office Responses Population
Central Office x y
Regional Office 1 x y
Regional Office CAR SAMPLE
x y
Regional Office 2 x y
Regional Office 3 x y
Regional Office NCR x y

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 9
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 ANNEX C. CSM Results Per Office (If Consolidated Report)
1. Central Office
Citizen’s Charter Answers Responses Percentage
CC1. Which of the following describes your awareness of the CC?
1. I know what a CC is and I saw this office’s CC. x yy.yy%
2. I know what a CC is but I did not see this office’s CC. x yy.yy%
3. I learned of the CC only when I saw this office’s CC. x yy.yy%
4. I do not know what a CC is and I did not see this office’s CC. x yy.yy%

SAMPLE
CC2. If aware of CC, would you say that the CC of this office was…?
1. Easy to see x yy.yy%
2. Somewhat easy to see x yy.yy%
3. Difficult to see x yy.yy%
4. Not visible at all x yy.yy%

CC3. If aware of CC, how much did the CC help you in your transaction?
1. Helped very much x yy.yy%
2. Somewhat helped x yy.yy%
3. Did not help x yy.yy%

Neither
Service Quality Strongly Agree nor Strongly Total
Dimensions Agree Disagree Disagree Responses
Agree Disagree N/A Overall
Responsiveness X X X X X X X yy.yy%
Reliability X X X X X X X yy.yy%
Access and X X X X X X X yy.yy%
Facilities
Communication X X X X X X X yy.yy%
Costs X X X X X X X yy.yy%
Integrity X X X X X X X yy.yy%
Assurance X X X X X X X yy.yy%
Outcome X X X X X X X yy.yy%
Overall X X X X X X X yy.yy%

Total
External Services Responses Transactions
External Service 1 (replace with service name as stated in the Citizen’s Charter) x y
External Service 2 x y
External Service 3 x y
External Service Total x y
Internal Services
Internal Service 1 (replace with service name as stated in the Citizen’s Charter) x y
Internal Service 2 x y
Internal Service 3 x y
Internal Service Total x y
OVERALL TOTAL x y

2. Regional Office 1
Citizen’s Charter Answers Responses Percentage
CC1. Which of the following describes your awareness of the CC?
1. I know what a CC is and I saw this office’s CC. x yy.yy%
2. I know what a CC is but I did not see this office’s CC. x yy.yy%
3. I learned of the CC only when I saw this office’s CC. x yy.yy%

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 10
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE
 4. I do not know what a CC is and I did not see this office’s CC. x yy.yy%

CC2. If aware of CC, would you say that the CC of this office was…?
1. Easy to see x yy.yy%
2. Somewhat easy to see x yy.yy%
3. Difficult to see x yy.yy%
4. Not visible at all x yy.yy%

CC3. If aware of CC, how much did the CC help you in your transaction?
1. Helped very much x yy.yy%
2. Somewhat helped SAMPLE x yy.yy%
3. Did not help x yy.yy%

Neither
Service Quality Strongly Agree nor Strongly Total
Dimensions Agree Disagree Disagree Responses
Agree Disagree N/A Overall
Responsiveness X X X X X X X yy.yy%
Reliability X X X X X X X yy.yy%
Access and X X X X X X X yy.yy%
Facilities
Communication X X X X X X X yy.yy%
Costs X X X X X X X yy.yy%
Integrity X X X X X X X yy.yy%
Assurance X X X X X X X yy.yy%
Outcome X X X X X X X yy.yy%
Overall X X X X X X X yy.yy%

Total
External Services Responses Transactions
External Service 1 (replace with service name as stated in the Citizen’s Charter) x y
External Service 2 x y
External Service 3 x y
External Service Total x y
Internal Services
Internal Service 1 (replace with service name as stated in the Citizen’s Charter) x y
Internal Service 2 x y
Internal Service 3 x y
Internal Service Total x y
OVERALL TOTAL x y

3. Regional Office CAR

4. Regional Office 2

5. Regional Office 3

6. Regional Office NCR

DISCLAIMER: THE DATA IN THIS SAMPLE HAVE BEEN RANDOMIZED AND ARE NOT 11
REPRESENTATIVE OF THE AGENCY’S ACTUAL PERFORMANCE