JRMSU | CSM

JOSE RIZAL MEMORIAL STATE UNIVERSITY

The Premier University in Zamboanga del Norte

Client Satisfaction Measurement Form

HELP US SERVE YOU BETTER!

This short Client Satisfaction Measurement (CSM) survey aims to track the customer experience of government offices. Your answers will enable this office to provide a better service.

Campus

Office Visited

Name (Optional)

Age

Sex

Region

Client Type

Service Type

Transaction Type

Service Delivered and Availed:

INSTRUCTIONS: Please select your answer to the Citizen's Charter (CC) questions. The Citizen's Charter is an official document that reflects the services of government agency/office including its requirements, fees, and processing times amonth oters.

CC1. Which of the following best describes your awareness of a Citizen's Charter?

I know what a Citizen's Charter is and I saw this office's Citizen's Charter.

I know what a Citizen's Charter is but I did not see this office's Citizen's Charter.

I learned of the Citizen's Charter only when I saw this office's Citizen's Charter.

I do not know what a Citizen's Charter is and I did not see one in this office.
(Answer "NA" on CC2 and CC3).

CC2. If aware of Citizen's Charter (answered 1-3 in CC1), would you say that the Citizen's Charter of this office was...?

Easy to see.

Somewhat easy to see.

Difficult to see.

Not Visible at all

N/A (if answered 4 in CC1)

CC3. If aware of Citizen's Charter (answered codes 1-3 in CC1), how much did the Citizen's Charter help you in your transaction?

Helped very much.

Somewhat helped.

Did not help.

N/A (answered 4 in CC1)

Legend:

Scale Verbal Description

5 Strongly Agree (SA)

4 Agree (A)

3 Neutral (N)

2 Disagree (D)

1 Strongly Disagree

INSTRUCTIONS: for SQD 0-8, please select.

SQD
5
4
3
2
1
N/A

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 requirement and steps based on the information provided.

SQD3. The steps(including payment) I needed to do for my transaction were easy and simple.

SQD4. I easily found information about my transaction from the office or its website.

SQD5. I paid a reasonable amount of fees for my transaction.

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.

Suggestions on how we can further improve our services (optional):

Scale	Verbal Description
5	Strongly Agree (SA)
4	Agree (A)
3	Neutral (N)
2	Disagree (D)
1	Strongly Disagree

SQD	5	4	3	2	1	N/A
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 requirement and steps based on the information provided.
SQD3. The steps(including payment) I needed to do for my transaction were easy and simple.
SQD4. I easily found information about my transaction from the office or its website.
SQD5. I paid a reasonable amount of fees for my transaction.
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.

JOSE RIZAL MEMORIAL STATE UNIVERSITY

The Premier University in Zamboanga del Norte

Client Satisfaction Measurement Form

HELP US SERVE YOU BETTER!

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