RESULTS of a client satisfaction survey conducted weekly by City Hall on the recently concluded annual business permit registration and renewal showed an 85 percent satisfaction rating for the Jan. 3 to Feb. 28 period.
“The 300 respondents consisted of onsite business registrants, taxpayers, and transacting clients. They were each given questionnaires to fill up and then interviewed at the conclusion of their transactions. The survey was a random sampling conducted during the Jan. 3 to Feb. 28 period (including the extension period),” said Oxanna Custodio, Trade Investments Promotions Council (Oro-TIPC) representative.
The survey results were disclosed during the inter-department ‘Ease of Doing Business’ meeting held this morning at City Hall’s Emergency Operations Center (EOC).
During the meeting Regulatory and Compliance Board (RCB) chairman Atty. Edgardo Uy called for a general profile of the respondents to ensure the reliability of feedback for City Hall’s data management.
The client satisfaction survey was based on a template issued by the national government’s Anti-Red Tape Authority (ARTA) in Memorandum Circular 2022-05 series of 2022 or ‘Guidelines on the Implementation of Harmonized Client Satisfaction Measurement.’
The survey parameters are divided into costs or timeliness and ease of payment for clients, integrity and assurance of quality service, and outcome in the delivery of said services.
During the survey presentation, Custodio said on a scale of one to five—with five being the highest—City Hall registered a 4.62 and 4.67 percent satisfaction rating on the first two weeks of business permit registration and permit renewal.
“However as the deadline approached, our satisfaction rating went down from 3.87 percent to 3.50 percent in the third and fourth week due to the large influx of clients (that made it difficult for us to fast-track the processing of their requirements),” Custodio said.
However, City Hall averaged more than four percent in satisfaction rating for the next four weeks covering the extension period as fewer business owners registered, resulting in an overall rating of 4.23 percent for the Jan. 3 to Feb. 28 period, Custodio said.
Aside from the survey results, the City Finance Office also called for updated data on new business registrants and a daily number of business permits issued.
City Hall’s Business Permit Licensing Office (BPLO) said about 22,633 businesses in Cagayan de Oro City renewed their business permits for the Jan. 3 to Feb. 28 period which is 28 percent more than last year’s 17,537.
Of the 22,633 that renewed their business permits, about 1,108 did so online. Most of the businesses that filed for renewal were retailers numbered 4,822.
Also, about 1,387 new businesses in Cagayan de Oro applied for business permits, the BPLO said.
Today’s EOB meeting included a workshop for an action plan to improve City Hall’s business permit registration and renewal that will be submitted to the City Administrator’s Office for review. (Stephen Capillas of City Information Office)
