Policy On Customer Satisfaction

Republic of the Philippines
Province of Bohol
Policy on Customer Satisfaction Survey SECTION: ALL SECTION

POLICY NO.: VII.48
RESPONSIBLE PARTY: PCF Staff assigned PAGES:
REVIEWED/ REVISED: 0 DATE ISSUED:
REGULATORY/STANDARD REFRENCE:
The organization provides better care service as a result of continuous quality improvement activities.
I. Purpose: This policy is to better assess the quality of the services being
provided by the primary care facility and to obtain precise insights for
continual improvement.
II. Scope: This policy applies to the primary care facilities. This will enable
measurement of Routine Services, Consultation Workshops/Meetings, and
Resource Speaker.
III. POLICY:
As part of the continuing efforts of the Department of Health (DOH) to

provide better quality health care services, the DOH Customer Survey Form
has been appraised to determine what areas in the current tool needs to be
improved in order to capture the continuous improvements of the facilities’
functions and services.
The proposed DOH – Customer Satisfaction Survey (CSS) tool is a package of

tools that would help the DOH in properly administering a CSS up until the
analysis and interpretation of the data. This package sets the blueprint and
guides the department in monitoring the perceptions and expectations of
the customers with regards to the different services that they provide.
I. Survey Forms
The survey forms in the proposed tool is based on the SERVQUAL

principle. It consists of three different forms that capture different
service categories namely: routine services, workshops/meetings, and as
a resource person. To determine which tool is appropriate for each
service, please refer to the summary in Table 1.
Province of Bohol
Table 1. Survey Forms Description Summary
Please note that these forms are not applicable for services in primary
and/or hospital facilities.
II. Key Players in the Survey
In this proposed tool we identify four key players and their roles in the
provision of the service and the administration of the survey. These key
players are the (1) ISO point person of each office/bureau, (2)data
encoder, (3) staff(s)/ office/bureau providing the service, and (4) the
Performance Monitoring and Strategy Management Division who
oversees the overall operation. Below we have identified the roles and
responsibilities of each key player.
A. Roles and responsibilities of ISO Point Person:

• Serve as point person with regards to DOH-CSS related
concerns, clarification, suggestions in their respective office;
• Monitor and consolidate the number of survey forms(all
types) released and returned
• Ensure privacy and security of all data collected from all
clients; and  Assist the service providers in
administering the survey. B. Roles and responsibilities of
Data Encoder:
• A point person other than the ISO point person with regards
to DOH-CSS related concerns, clarification, suggestions in
their respective office;
Province of Bohol
• Monitor and consolidate the number of survey forms (all

types) released and returned;
• Encodes the survey questionnaires in the CSS Information
Sheet;
• Ensure privacy and security ofall data collected from all
clients; and
• This post is optional, subject to the discretion of the head of
the division/office/program.
C. Roles and responsibilities of the staff(s)/office/bureau

providing the service or service provider in general:
• Prepare all necessary forms prior to the conduct of the

survey;
• Administer the survey after providing the service;
• Coordinate with the division/office/program and/or ISO
point person with survey requirements and submissions; and
• Ensure privacy and security of all data collected from all
clients.
D. Roles and responsibilities of the Performance Monitoring and
Strategy Management Division:
• Through the different Bureau/Service/CHD, coordinate

with ISO point person to secure required data;
• Ensure privacy and security of all data collected from
all clients;  Consolidate CSS reports
submission from DOH units.  Draft reports of
data collection activities.
lIl. Implementation of the Tool
The implementation of the proposed tool has five major steps: (1) survey
administration, (2) data encoding, (3) analysis and reporting, (4)
interpretation of results, and (5) report submission. These steps are
presented in detail below.
A. Survey Administration
Depending on the forms to be employed, the service provider will only

administer a survey only after a service has been provided and the client is
willing to participate. All survey questionnaires are self-administered. These
questionnaires will be distributed on the basis of convenience. Meaning,
respondents are selected based on their convenient accessibility and
Province of Bohol
proximity to the one administering the survey. In administering the survey,

CSS sampling design should be considered.
Table 2. Target participants and mode of collection in administering CSS forms.
B. Data Encoding
The CSS Information Sheet (refer to Annex E) shall be utilized which gathers
both survey responses and activity details. The collected CSS data from the
service provider shall be encoded in the appropriate tab corresponding the
forms.
C. Analysis and Reporting
Using the CSS Information sheet, the office can extract the following analysis
and data reports:
• Frequency of the type of service provided (CSS Form 1.0 only);

• Response rate;
• Average rating of the overall expectation, SERVQUAL dimension, and
overall service quality;
• Minimum and Maximum rating of the overall expectation, SERVQUAL
dimension, and overall service quality;
• SERVQUAL Scores; and
• Demographics (i.e., Sex (Male/Female) and DOH Employee (Y/N))
Further instructions are provided in Annex F: CSS Analysis Plan.
Province of Bohol
D. Interpretation of Results
After attaining the SERVQUAL scores, overall expectation, and overall service
quality, these can be interpreted as follows:
IV. REFERENCES:
DOH DEPARTMENT MEMORANDUM No. 2021-0100 Updated Customer
Satisfaction Survey (CSS) Form
I. Preparation and Approval

Prepared by: Reviewed by: Approved by:
Province of Bohol
Procedure on Customer Satisfaction Survey SECTION: ALL SECTION

PROCEDURE NO.: VII.48
RESPONSIBLE PARTY: PCF Staff assigned PAGES:
REVIEWED/ REVISED: 0 DATE ISSUED:
REGULATORY/STANDARD REFRENCE:
The organization provides better care service as a result of continuous quality improvement activities.
I. PROCEDURE: SURVEY ADMINISTRATION
DATA ENCODING
ANALYSIS
REPORTING
II. REFERENCES:
DOH DEPARTMENT MEMORANDUM No. 2021-0100 Updated Customer
Satisfaction Survey (CSS) Form
III. Preparation and Approval

Prepared by: Reviewed by: Approved by:
Province of Bohol

Policy On Customer Satisfaction

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Republic of the Philippines

Policy on Customer Satisfaction Survey SECTION: ALL SECTION

As part of the continuing efforts of the Department of Health (DOH) to

The proposed DOH – Customer Satisfaction Survey (CSS) tool is a package of

The survey forms in the proposed tool is based on the SERVQUAL

Table 1. Survey Forms Description Summary

II. Key Players in the Survey

A. Roles and responsibilities of ISO Point Person:

• Monitor and consolidate the number of survey forms (all

C. Roles and responsibilities of the staff(s)/office/bureau

• Prepare all necessary forms prior to the conduct of the

• Through the different Bureau/Service/CHD, coordinate

Depending on the forms to be employed, the service provider will only

proximity to the one administering the survey. In administering the survey,

Table 2. Target participants and mode of collection in administering CSS forms.

C. Analysis and Reporting

• Frequency of the type of service provided (CSS Form 1.0 only);

I. Preparation and Approval

Procedure on Customer Satisfaction Survey SECTION: ALL SECTION

I. PROCEDURE: SURVEY ADMINISTRATION

III. Preparation and Approval

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