BACKGROUND

The Client Satisfaction Measurement (CSM) survey is designed to help the stakeholders share their experience with the Bureau of Customs (BOC) services. This covers all external stakeholders including other government agencies transacting in the Bureau.

In this system, the client feedback mechanism loop is composed of these stages: (1) Defining our objectives, (2) Gather feedback, (3) Organize the feedback, and (4) Act on the feedback.

The main objective of the client feedback is to identify what BOC services or processes need improvement.

The BOC presented four (4) different techniques in gathering stakeholders’ feedback: by measuring stakeholder’s satisfaction, analyzing stakeholder’s service experience, detecting issues, and developing new policies for service improvement.

Client Satisfaction Measurement Form (CSMF) is divided into four (4) main areas: Client Information, Types of Transaction, Citizen’s Charter Questions, Service Quality Dimension and Recommendation. Client Satisfaction (CSAT) is a measurement used to quantify the degree to which stakeholders are satisfied with the BOC services. 

CSAT score refers to the numerical measure of stakeholder satisfaction based on their general BOC experience on a scale of 1 to 5 plus scale 6 for N/A. This rating allows BOC to determine the level of satisfaction of the stakeholders with corresponding equivalence.