CLIENT SATISFACTION SURVEY REPORT

A.Y. 2017 – 2018

Introduction

This report summarizes the outcome of the client satisfaction survey conducted by the Quality
Assurance Office during the school year 2017-2018. The survey is one means through which the
institution can give a voice to its users. It is a systematic way of identifying what is working and
what needs to be improved from the users’ perspective. This survey was undertaken in order to
provide the means for clients to express concerns and views about the services of the school.

Survey Methodology

Client Satisfaction and Feedback Form (SMC-QAO-QF-13) was used following the procedure
described in SMC-QAO-QP-07 (Monitoring and Measurement of Client Satisfaction). It is a
multiple-choice questionnaire with a free-text field for additional comments, suggestions or
recommendations.

The survey solicited feedback from the following: faculty, staff, students, and parents/guardians.
100 clients completed the survey. The anonymity of the clients was maintained.

The following were the offices subjected for survey.

 Finance
 Registrar’s Office
 Library

PART I

SURVEY RESULTS

A. Finance Office

a. Type of Service Requested

14
12 No. of
10
Type of Service
Respondents
8 Payment 13
6 Payroll 10
4 Inquiry 2
2
0
Payment Payroll Inquiry
b. Type of Client

16
14
12
10
8
No. of
6 Type of Client
Respondents
4
Faculty 6
2 Staff 4
0 Parents 14
Faculty Staff Parents Students
Students 1

c. Quality

1. The personnel was accommodating in providing the service requested.

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 2. The personnel was knowledgeable and provided the accurate information needed.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

3. The personnel was patient in answering and explaining queries.

16

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 4. The personnel was courteous during my visit.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

5. Overall, how would you describe the Quality of service today?

14

12

10

Excellent Very Good Good Fair Poor

d. Timeliness

10

immediately within 10 mins. 10-30 mins. 30 mins.-1 hr. more than 1 hr.

e. Overall, how would you describe the timeliness of service today?

10

Excellent Very Good Good Fair Poor

B. Registrar’s Office

a. Type of Service Requested

12
10
8 No. of
Type of Service
6
Respondents
Request of Records 11
4
Enrolment 5
2
Evaluation 6
0
Change of Subject 2
Request of Enrolment Evaluation Change of Others
Records Subject Others 1

b. Type of Client

25

20

15

10 No. of
Type of Client
Respondents
5 Faculty 1
Staff 0
0 Parents 2
Faculty Staff Parents Students
Students 22
c. Quality

1. The personnel was accommodating in providing the service requested.

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

2. The personnel was knowledgeable and provided the accurate information needed.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 3. The personnel was patient in answering and explaining queries.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

4. The personnel was courteous during my visit.

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 5. Overall, how would you describe the Quality of service today?

12

10

Excellent Very Good Good Fair Poor

d. Timeliness

12

10

immediately within 10 mins. 10-30 mins. 30 mins.-1 hr. more than 1 hr.
e. Overall, how would you describe the timeliness of service today?

12

10

Excellent Very Good Good Fair Poor

C. Library

a. Type of Service Requested

12
10
8 No. of
Type of Service
6
Respondents
Borrowing of Books 11
4
Research 5
2
Internet Research 6
0
Inquiry 2
Borrowing of Research Internet Inquiry
Books Research

b. Type of Client

18
16
14
12
10
8 No. of
Type of Client
6 Respondents
4 Faculty 5
2 Staff 4
0 Parents 0
Faculty Staff Parents Students
Students 16
c. Quality

1. The personnel was accommodating in providing the service requested.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

2. The personnel was knowledgeable and provided the accurate information needed.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 3. The personnel was patient in answering and explaining queries.

14

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

4. The personnel was courteous during my visit.

12

10

Strongly Agree Agree Neutral Disagree Strongly Disagree

 5. Overall, how would you describe the Quality of service today?

14

12

10

Excellent Very Good Good Fair Poor

d. Timeliness

14

12

10

immediately within 10 mins. 10-30 mins. 30 mins.-1 hr. more than 1 hr.
e. Overall, how would you describe the timeliness of service today?

14

12

10

Excellent Very Good Good Fair Poor

 PART II

INTERPRETATION

The following scale is used in interpreting the results:

RANGE INTERPRETATION
1.00 – 1.79 Poor
1.80 – 2.59 Fair
2.60 – 3.39 Good
3.40 – 4.19 Very Good
4.20 – 5.00 Excellent

A. FINANCE OFFICE

1. Quality

MEAN INTERPRETATION
1. The personnel was accommodating in providing the service requested. 4.16 Very Good
2. The personnel was knowledgeable and provided the accurate
4.24 Excellent
information needed.
3. The personnel was patient in answering and explaining queries. 4.40 Excellent
4. The personnel was courteous during my visit. 4.36 Excellent
5. Overall, how would you describe the Quality of service today? 4.32 Excellent
TOTAL 4.30 Excellent

2. Timeliness

MEAN INTERPRETATION
About how long did you have to wait before being attended to? 3.84 Within 10 mins.

Overall, how would you describe the timeliness of service today? 3.84 Very Good
B. REGISTRAR’S OFFICE

1. Quality

MEAN INTERPRETATION
1. The personnel was accommodating in providing the service
4.08 Very Good
requested.
2. The personnel was knowledgeable and provided the accurate
4.36 Excellent
information needed.
3. The personnel was patient in answering and explaining queries. 4.28 Excellent
4. The personnel was courteous during my visit. 4.16 Very Good
5. Overall, how would you describe the Quality of service today? 4.24 Excellent
TOTAL 4.22 Excellent

2. Timeliness

MEAN INTERPRETATION
About how long did you have to wait before being attended to? 4.08 Within 10 mins.

Overall, how would you describe the timeliness of service today? 4.04 Very Good

C. LIBRARY SERVICES

1. Quality

MEAN INTERPRETATION
1. The personnel was accommodating in providing the service
4.16 Very Good
requested.
2. The personnel was knowledgeable and provided the accurate
4.20 Excellent
information needed.
3. The personnel was patient in answering and explaining queries. 4.28 Excellent
4. The personnel was courteous during my visit. 4.28 Excellent
5. Overall, how would you describe the Quality of service today? 4.16 Very Good
TOTAL 4.22 Excellent

2. Timeliness

MEAN INTERPRETATION
About how long did you have to wait before being attended to? 4.32 Immediately

Overall, how would you describe the timeliness of service today? 4.32 Excellent
 PART III

SUMMARY

The results of the survey show that overall user satisfaction with the services provided by
the offices evaluated (Finance, Registrar and Library) is positive, ranging from Very Good to
Excellent. This rating is an indication of the quality service that Saint Michael College aims to
deliver to its clientele.

Judging from the results, clients are generally happy with the quality and timeliness both
of the personnel giving the service and the service itself. Clients’ favorable judgment on the
personnel being accommodating, knowledgeable, accurate, patient and courteous is an
affirmation that the services rendered have met customer expectations.

Regarding timeliness, although it also received Very Good to Excellent ratings,

improvement is still needed. Results show that customers have to wait for around ten minutes
before being attended to. Effort should be exerted to lessen the clients’ waiting time.

Overall, the results of this survey are very positive.

 SMC-QAO-QF-13

SAINT MICHAEL COLLEGE

Cantilan, Surigao del Sur

CLIENT SATISFACTION AND FEEDBACK FORM

Client satisfaction is our priority and we strongly and continually seek ways to improve our
services. Please complete this form and let us know how we are doing.

Type of Client:
( ) Student ( ) Non-Teaching ( ) Faculty ( ) Alumni ( ) Parent/Guardian
( ) Others (please specify) ____________________________________________________
Name of Office/Person Concerned: _______________________________________________
Type of service/s QUALITY
requested: Please tell us how well you agree with the following statements:
_____________ 1. The personnel was accommodating in providing the service
requested.
_____________ ( ) Strongly Agree ( ) Agree ( ) Neutral ( ) Disagree ( ) Strongly Disagree
2. The personnel was knowledgeable and provided the accurate
_____________ information needed.
( ) Strongly Agree ( ) Agree ( ) Neutral ( ) Disagree ( ) Strongly Disagree
_____________ 3. The personnel was patient in answering and explaining queries.
( ) Strongly Agree ( ) Agree ( ) Neutral ( ) Disagree ( ) Strongly Disagree
_____________ 4. The personnel was courteous during my visit.
( ) Strongly Agree ( ) Agree ( ) Neutral ( ) Disagree ( ) Strongly Disagree
_____________ 5. Overall, how would you describe the Quality of service today?
( ) Excellent ( ) Very Good ( ) Good ( ) Fair ( ) Poor
TIMELINESS
About how long did you have to wait before being attended to?
( ) I was attended to immediately ( ) Between 10 to 30 minutes
( ) within 10 minutes ( ) Between 30 minutes to an hour
( ) More than 1 hour
Overall, how would you describe the Timeliness of service today?
( ) Excellent ( ) Very Good ( ) Good ( ) Fair ( ) Poor
Additional comments/suggestions/recommendations:
______________________________________________________________________________
______________________________________________________________________________

Your Satisfaction is our fulfillment.

Thank you.

________________
Client
 SAINT MICHAEL COLLEGE
Cantilan, Surigao del Sur

CLIENT SATISFACTION SURVEY

REPORT
A.Y. 2017 – 2018