CLIENT SATISFACTION MEASUREMENT

The Harmonized Client Satisfaction Measurement was developed for agencies as an after-service availment survey that will assess the overall satisfaction and perception of the clients on the government service they availed to ensure continuous improvement and enhancement of the service promise towards a more meaningful client-centered Citizen's Charter. To provide relevant feedback to the agency on the quality they providing 

The HCSM includes three (3) questions related to the Citizen's Charter, one (1) question related to client's overall satisfaction with the service availed of, and eight (8) questions related to Service Quality Dimensions such as the following;

a.) Responsiveness

b.) Reliability 

c.) Access and Facilities 

d.) Communication

e.) Cost 

f.) Integrity 

g.) Assurance 

h.) Outcome

The CSM shall use a Five (5) Point Likert Scale to measure the SQDs. Agencies may utilize smileys/emoticons corresponding to the scale for better visualization to prevent confusion on the corresponding rating.

5 - Strongly Agree

4 - Agree

3 -  Neither Agree nor Disagree

2 - Disagree

1- Strongly Disagree