DELIVERY OF QUALITY SERVICE TO THE ASSESSOR’S OFFICE

Dear Respondents,

We hope this letter finds you well. As part of our ongoing efforts to enhance the services
provided by the Assessor’s Office, we are reaching out to invite you to participate in a survey
aimed at evaluating and improving the delivery of quality service to our valued clients.

Your feedback and insights are invaluable to us as we strive to better understand the needs and
expectations of the community we serve. By participating in this survey, you will play a crucial
role in helping us identify areas for improvement and implement strategies to enhance the
quality of service delivery.

The survey will cover various aspects related to your interactions with the Assessor’s Office,
including but not limited to:

1. Satisfaction with the services provided

2. Effectiveness of communication channels
3. Timeliness and efficiency of processes
4. Suggestions for improvement

Your responses will remain confidential and will be used solely for research purposes. Your
participation is voluntary, and you may choose to withdraw at any time without any
repercussions.

Thank you in advance for your participation and contribution to this important endeavor.

Warm regards,

Researchers
Part I. Profile of the respondents.

Directions: Please read and respond to the following by indicating your profile. You can place a

check mark (✔) on some items to complete the information.

Name (Optional): _____________________________________________________

Age:

___18-25 years old ___35-40 years old

___26-30 years old ___41-45 years old

___31-35 years old ___46-50 years old

Sex:

___ Male

___Female

Occupation (Please specify):_________________________________

Educational Attainment:

___High School Graduate

___College Level

___Bachelor’s Degree

___Master’s Degree

___Doctoral Degree
 Directions: Please read and indicate your level of agreement on the Likert scale questionnaire
by assigning a number from 1 to 5, where 5 corresponds to "Strongly Agree," 4 to "Agree," 3 to

“Neutral”, 2 to "Disagree," and 1 to "Strongly Disagree.” Place a check mark (✔) next to your
response.

Part II. Service Dimension that is effectively addressed with the Assessor’s office in San Juan,
La Union.

Reliability 5 4 3 2 1
Agree Neutra Disagree Strongly
Strongly
l Disagree
Agree

1. Implementing streamlined processes for property

assessment.

2. Enhancing accessibility of assessment records and

information.

3. Establishing clear communication channels for

taxpayer inquiries.

4. Training assessors to ensure accurate property

valuations.

5. Implementing technology solutions for efficient

service delivery.

Responsiveness

1. Implementing a streamlined appointment system to

reduce wait times and enhance efficiency.

2. Offering online submission options for assessment-

related documents to facilitate convenience for
taxpayers.

3. Conducting regular feedback surveys to gauge

satisfaction levels and identify areas for
improvement.
4. Providing ongoing training for staff to ensure up-to-
date knowledge and professionalism in service
delivery.

5. Establishing a dedicated customer service hotline or

email for inquiries and assistance.

Assurance

1. Streamlined assessment processes to expedite

service delivery.

2. Implementation of technology for efficient data

management and accessibility.

3. Continuous training for assessors to enhance

professionalism and expertise.

4. Regular customer feedback mechanisms for service

improvement.

5. Transparent communication channels for addressing

inquiries and concerns promptly.

Empathy

1. Implementing customer feedback mechanisms for

continuous improvement.

2. Providing personalized assistance and guidance to

taxpayers.

3. Offering flexible service options tailored to

individual needs.

4. Conducting regular empathy training for staff

members.

5. Establishing a dedicated support team for

vulnerable or disadvantaged taxpayers.

Tangibles

1. Improved office infrastructure and facilities.

2. Enhanced accessibility for taxpayers.

3. Upgraded technology for efficient service delivery.

4. Streamlined processes for quicker transactions.

5. Well-trained and courteous staff members.

Part III. Impact of delivering quality service of the assessor's office as basis for improvement
in San Juan, La Union people

Residential Property Transactions 5 4 3 2 1

Agree Neutra Disagree Strongly
Strongly
l Disagree
Agree

1. Improved efficiency and accuracy in property

assessments

2. Enhanced customer satisfaction and trust in the

assessment process

3. Streamlined residential property transactions

through reliable service

4. Increased compliance and transparency in

assessment procedures

5. Facilitated smoother property transactions fostering

economic growth

Business and Commercial Operations

1. Conduct surveys to gauge satisfaction levels with

Assessor's Office services and identify areas for
improvement.

2. Implement customer feedback mechanisms to

gather insights on service quality and address any
issues promptly.

3. Analyze wait times and processing efficiency to

 streamline operations and enhance service delivery.

4. Provide staff training programs focused on customer

service skills and knowledge of assessment
procedures.

5. Develop an online platform for easier access to

property assessment information and service
requests.

Community Perception and Trust

1. Implementing customer feedback mechanisms to

enhance service quality perception in San Juan, La
Union.

2. Introducing staff training programs to improve

service delivery and bolster community trust in the
Assessor's Office.

3. Enhancing transparency and accountability

measures to increase public confidence in the
Assessor's Office services.

4. Establishing community outreach initiatives to

foster better communication and understanding
between the office and residents.

5. Utilizing technology to streamline processes and

improve efficiency, ultimately enhancing community
perception of service quality.

Government Efficiency and Effectiveness

1. Enhancing public satisfaction and trust through

improved service delivery at the Assessor's Office.

2. Streamlining administrative processes to boost

efficiency and effectiveness in San Juan, La Union's
local government.

3. Elevating the standard of service provision at the

Assessor's Office for enhanced government
performance.
4. Leveraging quality service delivery at the Assessor's
Office to drive operational excellence and citizen
satisfaction.

5. Fostering a culture of accountability and continuous

improvement through quality service delivery in San
Juan, La Union's government offices.