Republic of the Philippines

Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

2022 Client Satisfaction Measurement Report

I. Overview
Demands of the people are constantly changing and it is therefore imperative
for any government institution to be proactive, innovative, effective and efficient in
the delivery of public service.

This has even been stiffened by the challenges posed by the pandemic. Now
that it has come to an imminent end, the Local Government Unit of Rizal, Nueva
Ecija is only insightful that everything, even government systems that are in place
may become volatile especially during crisis and must have to be always
responsive to the needs of the people. But, in whatever situation, even in the worst
one, the LGU-Rizal through its strong and competent workforce must be dynamic,
accountable, effective and efficient. Its service pledge that is adhered to by its
employees is based on efficient service delivery, responsiveness and good service
quality.

In order for the agency to continuously improve its services, feedback and
complaints mechanism is well established pursuant to RA 11032 or the Ease of
Doing Business Act. This includes the availability of client satisfaction
measurement survey form at the Municipal hall lobby and at the most conspicuous
place in every office preferably at the transaction window if applicable so clients
could easily air their concerns, praises and complaints which may help the agency
address problems and improve its weaknesses. This is dropped to available
transparent and locked CSMR drop boxes which are collected, opened and
consolidated every Friday.

II. Methodology
a. Feedback and Complaints Mechanism
The Local Government Unit of Rizal, Nueva Ecija has been very sensitive
and particular with points to improve its service delivery. As its Citizen’s Charter
evolved over the years as product of continuous reengineering efforts, its feedback
and complaints mechanism has been established to catch client experience in
transacting with the offices of the agency.
Central to this mechanism are suggestions and complaints which serve
as bases for introducing changes and/or reassessing and identifying pain points for
clients. Meanwhile, compliments are being noted for agency commendation as part
of its recognition program.
Feedback and Complaints Form are readily available at the Municipal
Hall lobby as the clients please or at every transaction window or most conspicuous
place in every office. Filled out forms are then dropped to the designated drop box
and forwarded to the office concerned in case of suggestion and complaint for their
comments and/or fast action. On the other hand, compliments are forwarded to the
PRAISE Committee for commendation.
Other modes of airing feedback and complaints were also considered as
digital platforms are widely used by clients. For purposes of validation, only feedback

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 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

and complaints aired through official Facebook pages of the municipal government
as well as through official email addresses and hotlines were considered.
Complaints lodged through 8888 or other government platforms were
also included for the purpose of preparing this report.

b. Client Satisfaction Survey

A client satisfaction survey was also conducted from January to
December 2022. This covers four items that measure client satisfaction based on
timeliness of the response, courteousness and accommodation, competency and
ability, outcome. The client survey forms were handed out to those who were willing
to participate in the process. All departments that offer external and internal services
were included in the survey. Accomplished forms were then collected from
designated drop boxes and kept for confidentiality. Then, they were transmitted to the
Human Resource Management Office as the repository unit. Forms that did not return
were considered lost and disregarded.

III. Results
Table 1. Summary of Feedback Received by the Agency
POSITIVE FEEDBACK
MODE OF AIRING
SMS FB PAGE EMAIL FEEDBACK PERSONAL
FORM NARRATIVE
0 0 1 0 0

NEGATIVE FEEDBACK
MODE OF AIRING
SMS FB PAGE EMAIL FEEDBACK PERSONAL
FORM NARRATIVE
0 0 0 0 0
Table 1. presents the number of positive feedback and negative feedback received
by offices concerned in the agency as recorded from said modes of airing. One notable
positive feedback was recorded through a commendation for the agency transmitted
through 8888 for a fast resolution of case. On the other hand, no notable feedback was
recorded pertaining to dissatisfaction of clients on the delivery of service of any office in
the agency for the year 2022.

Table 2. Summary of Complaints and Complaints Resolution by the Agency

Mode of Airing Complaints Resolution
(%)
Email (%) SMS FB Complaints Other
Form Modes
(8888,
referral, 100
etc.)
0 0 2 0 1

It is noticeable that the agency has no reported complaints in majority of the modes
in airing complaints. All complaints reported were aired through the official FB page of the

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 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

agency and other modes which include 8888 referrals. It should also be considered that
said complaints were resolved properly as no follow ups happened after the resolution of
complaints. It may be implied that the agency has low registry of complaints which only
means two: low participation of citizens in airing their concerns or services are generally
satisfactorily delivered by the agency. It is however a recommendation that the agency
conduct studies considering other factors to see the bigger picture of customer
satisfaction.

Table 3. Distribution of Responses from the Customer Satisfaction Survey

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 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

Table 3 shows the distribution of responses received by each office for the customer
satisfaction survey. It can be gleaned that the Office of the Municipal Civil Registrar
received the most number of responses at 28% of the total responses while the Municipal
Agriculture Office and Office of the Municipal Mayor registered 19% and 14%
respectively. These offices received considerably large number of clients for 2022. The
least to have received responses were Municipal Tourism Office, Municipal Budget Office
and Public Employment Services Office at .12%, .30% and .36%, respectively. The
number of responses received per office is purely dependent with the number of services
offered to the general public. For Municipal Agriculture Office, the volume of transactions
shot up because of the processing of grants for qualified beneficiaries. A total of 1,690
participated in the survey.

Table 4. Customer Survey Rating Per Department

Total No. of Total

Office Responses Score Average

Municipal Social Welfare and Development Office 149 719.15 4.83

Office of the Municipal Mayor 234 1143.6 4.89

Municipal Planning and Development Office 53 258.6 4.88

Municipal Environment and Natural Resources
Office 53 258.6 4.88
Office of the Municipal Civil Registrar 471 2245.8 4.77
Office of the Municipal Treasurer 36 173.2 4.81
Office of the Municipal Accountant 15 75 5.00
Persons with Disability Affairs Office 48 223.8 4.66
Office of the Municipal Assessor 143 693.8 4.85
Business Processing and Licensing Office 17 75.5 4.44
Human Resource Management Office 43 209.6 4.87
Office of the Municipal Engineer 52 251.2 4.83
Municipal Disaster Risk Reduction and Management
Office 10 48.2 4.82
Municipal Budget Office 5 24 4.80
Public Employment Services Office 6 30 5.00
Municipal Agriculture Office 318 1374 4.32

Office of the Vice Mayor and Sangguniang Bayan 35 161.4 4.61

Municipal Tourism Office 2 10 5.00

Table 4 shows the summary of rating of each department for all the criteria in the
Customer Satisfaction Survey namely (a) timeliness of the response, (b) Courteousness
and accommodation, (c) competency and ability, (d) outcome.
It can be gleaned that the Office of the Municipal Accountant, Public Employment
Services Office and Municipal Tourism Office received the score of 5 which can be

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 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

interpreted as Outstanding. However, said offices received a relatively low number of

responses compared with other offices. The Office of the Mayor, MENRO, Office of the
Municipal Planning and Development Coordinator and the Human Resource
Management Office received the next high ratings of 4.89, 4.88, 4.88 and 4.87
respectively. All ratings can be interpreted as Very Satisfactory.

The survey was conducted by distributing copies of the CSM Survey at the municipal
hall lobby and by placing copies at every window or at any conspicuous place for every
office. The number of responses registered in this survey purely depended on the
willingness of the client to participate and eventually drop their responses at the
designated drop boxes. These dropped responses were then collected and collated by
the Human Resource Management Office for recording and tabulation.

IV. RECOMMENDATION
The survey being entirely dependent on the willingness of clients to participate
may mean that the agency should have more enticing and encouraging strategy to
motivate the transacting public in accomplishing the survey forms. The HRMO being the
office in charge of consolidating results may also be subject to audit for validity. Customer
Relations Management Training is also suggested for offices that registered low ratings
while Values Orientation Workshop is suggested for employees with notable complaints
aired through other modes outside the agency such as 8888, Contact Center ng Bayan
or ARTA complaints hotline.

Prepared by:

MARK ANDREW U. FERNANDEZ

HRMO

Noted:

HANNA KATRINA L. ANRES

Municipal Mayor

Taos Pusong Paglilingkod para sa Serbisyong Nadarama ng bawat Rizaleño

TELEFAX (044) 958 – 0992 EMAIL ADDRESS: lgurizalnuevaecija@gmail.com
 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

ANNEX A

SAMPLE ACCOMPLISHED CUSTOMER SATISFACTION SURVEY FORM

Taos Pusong Paglilingkod para sa Serbisyong Nadarama ng bawat Rizaleño

TELEFAX (044) 958 – 0992 EMAIL ADDRESS: lgurizalnuevaecija@gmail.com
 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

Taos Pusong Paglilingkod para sa Serbisyong Nadarama ng bawat Rizaleño

TELEFAX (044) 958 – 0992 EMAIL ADDRESS: lgurizalnuevaecija@gmail.com
 Republic of the Philippines
Province of Nueva Ecija

MUNICIPALITY OF RIZAL
Office of the Municipal Mayor

Taos Pusong Paglilingkod para sa Serbisyong Nadarama ng bawat Rizaleño

TELEFAX (044) 958 – 0992 EMAIL ADDRESS: lgurizalnuevaecija@gmail.com