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: