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Customer Satisfaction Survey

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Customer Satisfaction Survey

ICTU

Information and Communication Technology Unit

HRMU

Human Resource Management Unit

Service Availed:

Are you from MSC?

Yes

No

Are you a student?

Yes

No

Choose one: I am a

Faculty

Personnel

How did you reach us?

via Chatbot

via Email

via FB Messenger

Walk-in

Customer Satisfaction Survey

(per ARTA MC No. 2022-05)

In its sustained efforts to ensure continual quality improvement, the Marinduque State College gathers relevant feedback from its clients on the level of satisfaction with the services availed or delivered through this customer satisfaction survey (CSS), using a 1 to 5 scale. Your feedback shall be substantial input in re-engineering our processes, revisiting our procedures, identifying areas of improvement & documenting best practices. Hence, we request 5-10 minutes of your time for the survey. Thank you very much for being our partner in quality and excellence.

Client Type:

Citizen

Business

Government (employee or another agency)

Survey Date:

Sex:

Male

Female

Age:

Region of Residence:

Attending Personnel (Optional):

Instructions: Kindly tick ( ∕ ) 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 time 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” for CC2 and CC3).

CC2		If aware of the CC (answered 1-3 in CC1), what would you say that the CC of this office was…?
		1. Easy to see.
		2. Somewhat easy to see.
		3. Difficult to see.
		4. Not visible at all.
		5. N/A

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
		2. Somewhat helped
		3. Did not help
		4. N/A

Instructions: For criteria 1-8, kindly tick ( ∕ ) on the column that corresponds to your answer.

Criteria	Rating
1. Responsiveness. Was courteous and helpful while providing prompt service (Magalang, matulungin at maagap sa pagbigay ng serbisyo)
2. Reliability. Provided accurate information (Nagbigay ng tamang impormasyon;)
3. Access and Facilities. Had adequate facilities/equipment (Sapat ang mga pasilidad/kagamitan) and Well-maintained and pleasant office ( Maayos at kaaya-ayang tanggapan)
4. Communication. Had communicated clear procedures (Naipaliwanag nang maayos ang mga pamamaraan at proseso.)
5. Costs. Costs are reasonable (Resonable ang gastos)
6. Integrity. Was honest and professional while providing service (Tapat at propesyonal sa pagbibigay serbisyo)
7. Assurance. Exhibited competence, knowledge and understanding in responding to clients’ needs (Nagpakita ng kahusayan, kaalaman at pag-unawa sa pagtugon sa pangangailangan ng kliyente)
8. Outcome. I am satisfied with the service I received (Masaya ako sa natanggap kong serbisyo)

Suggestions for further improvement: (Optional)

Email address (Optional):

Maraming Salamat po!

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