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    Consolidated CSM Report

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    mauserk98
    This document summarizes customer satisfaction metrics for a government agency. It reports the total number of survey responses and transactions for the fiscal year. It also provides a demographic profile of respondents by age, sex, and customer type. Next, it shows data on citizen awareness of the agency's citizen's charter. Finally, it presents results of a service quality dimensions survey, including overall ratings in areas like responsiveness, reliability, and integrity. The document was prepared to evaluate customer service for agency services.

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    Consolidated CSM Report

    Uploaded by

    mauserk98
    279 views2 pages
    This document summarizes customer satisfaction metrics for a government agency. It reports the total number of survey responses and transactions for the fiscal year. It also provides a demographic profile of respondents by age, sex, and customer type. Next, it shows data on citizen awareness of the agency's citizen's charter. Finally, it presents results of a service quality dimensions survey, including overall ratings in areas like responsiveness, reliability, and integrity. The document was prepared to evaluate customer service for agency services.

    Original Description:

    Consolidated CSM (Client Satisfaction Measurement) Report

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    This document summarizes customer satisfaction metrics for a government agency. It reports the total number of survey responses and transactions for the fiscal year. It also provides a demographic profile of respondents by age, sex, and customer type. Next, it shows data on citizen awareness of the agency's citizen's charter. Finally, it presents results of a service quality dimensions survey, including overall ratings in areas like responsiveness, reliability, and integrity. The document was prepared to evaluate customer service for agency services.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    279 views2 pages

    Consolidated CSM Report

    Uploaded by

    mauserk98
    This document summarizes customer satisfaction metrics for a government agency. It reports the total number of survey responses and transactions for the fiscal year. It also provides a demographic profile of respondents by age, sex, and customer type. Next, it shows data on citizen awareness of the agency's citizen's charter. Finally, it presents results of a service quality dimensions survey, including overall ratings in areas like responsiveness, reliability, and integrity. The document was prepared to evaluate customer service for agency services.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    CONSOLIDATED CSM REPORT

    (Name of Unit/Section/Division)

    SERVICE OFFERED: ___________________________________________________________________

    NOTE: A separate CSM report shall be accomplished/prepared for every service offered. Kindly refer
    to Annex A for the list of External and Internal Services offered.

    I. Total number of clients who completed the survey for FY 2023 (minimum number of CSM responses
    shall be computed based on the ARTA Sample Size Calculator at
    https://tinyurl.com/CSMsamplesize).

    Brief Analysis
    (Briefly discuss their response rate results and provide reason/s why certain services were not
    offered or why certain services have no/low responses, as applicable).

    Total number of transactions for FY 2023 (number of transactions shall be greater than the number
    of surveyed clients or survey responses)

    II. Demographic Profile


    a. Age
    i. 19 or lower
    ii. 20-34 years old
    iii. 35-49 years old
    iv. 50-64 years old
    v. 65 or higher
    vi. Did not specify

    b. Sex
    i. Male
    ii. Female
    iii. Did not specify

    c. Customer Type
    i. Citizen
    ii. Business
    iii. Government

    Brief Analysis
    (Briefly discuss the results of the client demographic profile)
    III. Count of Citizen's Charter Awareness

    TOTAL
    ITEM NO. CITIZEN CHARTER'S QUESTIONS PERCENTAGE
    RESPONSES
    Do you know about the Citizen's Charter (document of an
    agency's services and requirements?)
    CC1 Yes, aware before my transaction here
    Yes, but aware only when 1 saw the CC of this office
    No, not aware
    If Yes to the previous question, did you see this office's Citizen's
    Charter?
    CC2
    Yes, 1 saw the Citizen’s Charter
    No, 1 did not see the Citizen's Charter
    If Yes to the previous question, did you see the Citizen's Charter
    as a guide for the service/s you availed?
    CC3
    Yes, 1 was able to read
    No, 1 was not able to read

    IV. Result Count of SQD Questions for FY 2023

    NEITHER AGREE
    SERVICE QUALITY STRONGLY DISAGREE STRONGLY TOTAL
    NOR DISAGREE AGREE (4) RATING
    DIMENSIONS DISAGREE (1) (2) AGREE (5) RESPONSES
    (3)

    Responsiveness
    Reliability
    Access and Facilities
    Communication
    Costs
    Integrity
    Assurance
    Outcome
    OVER-ALL
    Note: Rating is the weighted mean

    Brief Analysis:
    (Briefly discuss the result count of the SQD Questions)

    V. Major or Most Common Identified Feedback/Concern from Clients

    Prepared by:

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