CLIENT SATISFACTION
(Online)
NAMRIA-KS-Form26 Rev00
Control Code Date Accomplished
Check mark (✓) your answer to the Citizen’s Charter (CC) questions. The Citizen’s Charter is an official document that
reflects the services of a government agency/office including its requirements, fees, and processing times among others.
Which of the following best describes your awareness of a CC?
❑ 1. I know what a CC is and I saw this office’s CC.
❑ 2. I know what a CC is but I did NOT see this office’s CC.
CC1
❑ 3. I learned of the CC only when I saw this office’s CC.
❑ 4. I do not know what a CC is and I did not see one in this office (Answer ‘N/A’ on CC2
and CC3)
If aware of CC (answered 1-3 in CC1), would you say that the CC of this office was…?
CC2 ❑ 1. Easy to see ❑ 4. Not visible at all
❑ 2. Somewhat easy to see ❑ 5. N/A
❑ 3. Difficult to see
If aware of CC (answered 1-3 in CC1), how much did the CC help you in your transaction?
CC3 ❑ 1. Helped very much ❑ 3. Did not help
❑ 2. Somewhat helped ❑ 4. N/A
Using the scale below, please evaluate the quality of our service by checking your answer on the right column. The
description may help you in your evaluation. Very Satisfied (VS) – 5 (Surpasses/exceeds my needs and expectations),
Satisfied (S) – 4 (Within my needs and expectations), Neutral (N) – 3 (Neither satisfied nor dissatisfied), Dissatisfied (D) –2
(Falls short of my needs and expectations), Very Dissatisfied (VD) – 1 (Way below my needs and expectations).
VS S N D VD
Service Quality Criteria
(5) (4) (3) (2) (1)
1. I am satisfied with the service that I availed.
2. I spent a reasonable amount of time for my transaction.
3. The office followed the transaction’s requirements and steps
based on the information provided.
4. The steps (including payment) I needed to do for my transaction
were easy and simple.
5. I easily found information about my transaction from the office or
its website
6. I paid a reasonable amount of fees for my transaction
7. I am confident that my online transaction was secure
8. The office’s online support was available, and (if asked questions)
online support was quick to respond.
9. I got what I needed from the government office, or (if denied)
denial of request was sufficiently explained to me.
Comment/s for VERY SATISFIED and SATISFIED Comment/s for DISSATISFIED and VERY DISSATISFIED
answers. answers.
What other products that you want NAMRIA to produce?
