Client Satisfaction Survey Report

Republic of the Philippines
Province of Sorsogon
Municipality of Barcelona
Barcelona, Sorsogon
OFFICE OF THE MUNICIPAL HUMAN RESOURCE MGT. OFFICER
For the period of July to October, 2021
CLIENT SATISFACTION SURVEY REPORT

Office of the Municipal Human Resource Management
Barcelona, Sorsogon

For the period of August to October, 2021
I. Introduction
The Office of Municipal Human Resource Management plays an

important role in the delivery of public service. The office provides
services to the Local Government Unit including hiring of competent and
credible employees; which in turn, enables the LGU employees to deliver
efficient and effective services to the public. Another service provided
by the office is the retention and development of an excellent workforce
by nurturing a high performance work culture and providing effective
evaluation, trainings, educational opportunities, financial incentives,
and promotions.
Likewise, another function of the MHRM Office is to promote

employment opportunities by coordinating with the other organizations.
The achieve this, the Office of Municipal Human Resource

Management adheres to its Values, Mission, and Vision.
Values:
Passionate – as a public servant, we honour our commitment and
exceed customer expectation.
Rational – we promote fair and just decision, in accordance to the
rules and regulations, policies and procedures set
by the Law.
Integrity – we act accordingly to the values, principles, and
culture we uphold. Adhere flexibility and willingness
to adjust in all forms.
Motivator – ensure all employees are output/performance based
oriented
Eagle Eye – ensure that details to process, procedures, policies,
criteria’s people or employees are align
and in accordance.

Barcelona, Sorsogon
Mission:
To develop a systematic approach in the recruitment, selection,
deployment and development of the employees to enable them to
achieve their objectives and the organizations objectives.
Vision:
To be a PRIME HRM, that all Employees/Officials are embodying
the organization’s Vision, Mission and Values.
II. Description of the Client Satisfactory Survey
Client Satisfaction is defined as a measurement that determines

how happy customers are with a company’s products, services, and
capabilities. Client’s Satisfaction information, which includes surveys
and ratings, can help an office determine how to best improve or change
its services.
Client Satisfactory Survey is given to the customers/clientele

who visit the office for business transactions and avail of services such
as filling of application for any vacant position/s, filling of application for
Leave, travel orders, and pass slip for the LGU employee/s, and request
and issuance of requested documents.
A Client Satisfaction Survey form is available at the Information

Desk (Lobby) and at the Municipal Human Resource Management Office.
The accomplished survey form is dropped in the designated drop box
and consolidated for processing and evaluation. Feedback analysis is
reported weekly. Suggestions and recommendations for improvement
of the office services based on the surveys are acted upon as soon as
possible.
The Office of the Municipal Human Resource Management has

been collecting feedback from the clientele long before the issuance of
the Office Order. The office formally started accomplishing a written
client feedback analysis last July to adhere to the issued Office Order

Barcelona, Sorsogon
No. 13-2021 which stated, “Collection of feedback forms, analysis and

proper written report shall be done every Friday”.
The results will be evaluated, computed, and analysed using

both Quantitative and Qualitative approaches.
Below is the result of the July to October, 2021 Clients’ Satisfaction Rating:
WALK-IN CLIENTS JULY TO OCTOBER, 2021

PARTICULAR
OUTSTANDING SATISFACTORY NEEDS OF IMPROVEMENT
RATING 100.00% 0.00% 0.00%
RESPONDENTS 126
CLIENTS' SATISFACTION RATING

120
100
80
60
40
20
0
Outstanding Satisfactory Needs of Improvement
Outstanding Satisfactory Needs of Improvement

Barcelona, Sorsogon
III. Improvement Action Plan

The Office of the Municipal Human Resource Management will
formulate a continuous improvement plan based on the feedback given
by the clients.
Moreover, the HR office will conduct regular staff meeting to
discuss clients’ suggestions and recommendation in order to provide
consistent and excellent service and continuous adherence on the
current rules and regulations of various regulating agencies.
Prepared by: Prepared by:
GERA F. AQUINO ANTONIO D. DELIGERO

MHRMO STAFF MGDH 1 (MHRMO)

Barcelona, Sorsogon
SUMMARY OF CLIETS’ FEEDBACK FORM
NO. OF NEEDS
OUTSTANDI SATISFACTO
MONTH YEAR FEEDBACKS IMPROVEMEN
NG RY
FORM T
JULY 2021 51 51 0 0
AUGUST 2021 35 35 0 0
SEPTEMBER 2021 34 34 0 0
OCTOBER 2021 6 6 0 0
NOVEMBER
DECEMBER
TOTAL 126 126 0 0
Prepared by: Noted by:
GERA F. AQUINO ANTONIO D. DELIGERO

MHRMO STAFF MGDH 1 (MHRMO)

Barcelona, Sorsogon
PHOTO DOCUMENTATION
ANALYSIS OF CLIENTS’ FEEDBACK

FOR THE PERIOD OF JULY-OCTOBER, 2021


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Republic of the Philippines

OFFICE OF THE MUNICIPAL HUMAN RESOURCE MGT. OFFICER

For the period of July to October, 2021