UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL

Survey Questionnaires
Survey of small business in Quezon City to determine satisfaction with government to business services, and business’s priorities for service improvement:

I. INFORMATION ABOUT YOU AND YOUR BUSINESS

1. What kind of business do you own or manage? Computer Shop
2. How long has you business been operating? 3 years
3. How many employees does your business have? 4
4. How long ago did you first register your business?3 years ago
5. In which Barangay is your business located? Krus na Ligas, QC

II. A RECENT GOVERNMENT SERVICE EXPERIENCE
2.1 How important are good government services to the success of your business? Not Important 1 2 3 4 5 6 7 8 9 10 Very Important

2.2 How important it is to have a friend inside the agency to get what you need? Not Important 1 2 3 4 5 6 7 8 9 10 Very Important
2.3 When you registered your business, how satisfied were you with the government registration processes and the time it took to get registered?

Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied
2.4 What was the most recent service contact your business had with a government department or agency? ___________________ Dept/Agency ____________________ Service When?_____________ What Month and Year was It? ______________________
2.5 At first, did you know where to go to get the service? Yes_________ No _________ 2.6 Did you have problems accessing the service? Yes_____________ No____________ What Problem?_____________________________________________________
2.7 Which of the following ways of contacting the department or agency did you use to get the service? And how satisfied were you with the service provided on each of the service channels/methods you used?
a. Telephone (used? – Yes / No) Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied
b. Internet (used? – Yes / No) Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied
c. Office Visit (used? – Yes / No) Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied d. Mail (used? – Yes / No) Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied
d. FAX (used? – Yes / No) Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied

2.8 Did you have to wait in line? ____Yes____ How long? _______60______ minutes
2.9 Were you satisfied with the time it took to complete the service? Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very Satisfied
2.10 Were you asked to pay a bribe to obtain the service? Yes ______No_______ Are you often asked for bribes in obtaining government services to business? Not always 1 2 3 4 5 6 7 8 9 10 Always
2.11 Did you have to use a fixer to get the service your business needed? Yes _____ No_____ Do you often have to use a fixer to get the government services your business needs? Not always 1 2 3 4 5 6 7 8 9 10 Always
2.12 Was there a lot of red tape involved in obtaining this service? Very little 1 2 3 4 5 6 7 8 9 10 A lot
2.13 Did the staff show courtesy and respect to you? Very little 1 2 3 4 5 6 7 8 9 10 A lot
2.14 Did the staff have a lot of knowledge and competence? Very little 1 2 3 4 5 6 7 8 9 10 A lot
2.15 Did the staff treat you fairly? Very little 1 2 3 4 5 6 7 8 9 10 A lot
2.16 Upfront, were you given all the information you needed to complete the service? Very little 1 2 3 4 5 6 7 8 9 10 A lot
2.17 Did you have to pay a fee for the service? Yes _________ No_________ Was the fee reasonable for the particular service? Not reasonable 1 2 3 4 5 6 7 8 9 10 Reasonable
2.18 Did you receive an official receipt when you paid the official fee or tax? Yes______ No______ How important is it to receive an official receipt when you pay for the service or pay taxes? Not Important 1 2 3 4 5 6 7 8 9 10 Very Important
2.18 How many people did you deal with to complete the service? Answer: 1 2 3 4 5 more than 5
2.19 What is the maximum number of people you should see to complete a service? Answer: 1 2 3 4 5 more than 5
2.20 What is the maximum time you should have to wait in line? Answer: 5, 10, 15, 20, 25, 30, 60, 60+ minutes
2.21 How should this service be improved? (Choose three priorities)
_______Reduce waiting times _____Reduce Red Tape
_______Reduce bribery _____Provide one-stop service
_______ Improve staff competence _____Simplify forms
_______Provide fair treatment to all _____ Improve telephone service
_______Put services on the Internet _____Reduce the service fees
_______Improve staff courtesy and helpfulness _____Provide guidelines
_______ Give all the information needed for the service _____Reduce the steps
_______Other_______________________________ ________________________________

III. SATISFACTION WITH SERVICES FROM INDIVIDUAL DEPARTMENTS AND AGENCIES

3.1 How satisfied are you with the quality of service provided by the following departments & agencies?
BIR Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied Customs Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied DTI Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
SSS Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
SEC Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
NBI Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
Mayor’s Office Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
Barangay Office Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
Philhealth Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied
Pag-ibig Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 Very satisfied

3.2 Which three of the agencies listed above most need to improve their services to business? (Choose Your TOP Three) 1________NBI__________ 2___________BIR______ 3 _________SSS_________

IV. DRIVERS OF SATISFACTION
4.1 How important to you are the following elements when receive services from government agencies: Not Important Very Important
Timely service 1 2 3 4 5 6 7 8 9 10
Courteous service 1 2 3 4 5 6 7 8 9 10
Knowledgeable service 1 2 3 4 5 6 7 8 9 10
Fair service 1 2 3 4 5 6 7 8 9 10
Corruption free service 1 2 3 4 5 6 7 8 9 10
Receiving all the information you need 1 2 3 4 5 6 7 8 9 10
Not being bounced around 1 2 3 4 5 6 7 8 9 10
Getting the service outcome you need 1 2 3 4 5 6 7 8 9 10
Reasonableness of the transaction fees 1 2 3 4 5 6 7 8 9 10

V. RED TAPE REDUCTION AND ONE-STOP SERVICE
5.1 Government Services to Business should be provided in one-stop service centers in city halls & shopping malls Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.2 All National, Provincial/NCR and Local Government agencies that serve business should be co-located Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.3 There should be a one-stop Government website for Government Services to Business Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.4 There should be a one-stop government telephone call center for information on all Government Services to Business Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.5 Government agencies should have a multiple offices in convenient locations Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.6 There should be a person in-charge to sign the documents at all times Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.7 Departments and agencies should upfront provide business clients with a list of all the information required and an outline of the steps required to complete the service Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.8 All government agencies should have an option to have a final document delivered to the company through a private sector delivery service Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.9 How important is it to you to have an authorized agency to registered your business as an option for Government Services to Business Not Important 1 2 3 4 5 6 7 8 9 10 Very Important
5.10 Red Tape in government services to business has decreased since 2009 Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
5.11 To me Red Tape means (choose three): _______Complicated Forms ______ Complicated Processes _______ Too much regulation _______ Duplication ______ Long Waiting Times for Service _______ Lack of Coordination among Departments _______ Other______________________________________________________________

VI. SERVICE AND TRUST IN GOVERNMENT DEPARTMENTS AND AGENCIES
6.1 Government should provide as good service as the private sector Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
6.2 If I receive good service from government departments and agencies, I have more trust and confidence in those organizations: Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
6.3 If a government agency listens and responds to its clients, I will have more trust and confidence in that organization Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
6.4 If a government agency is well led and managed I will have more trust and confidence in that organization Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
6.5 If a government agency admits its mistakes and corrects its mistakes, I will have more trust and confidence in that organization Strongly disagree 1 2 3 4 5 6 7 8 9 10 Strongly agree
6.6 How much trust and confidence do you have in government organizations in general? Very little 1 2 3 4 5 6 7 8 9 10 A lot
6.7 What One Improvement would most increase your trust and confidence in government? _______Reduce red tape _______ Reduce corruption _______Improve government service _______Reduce regulation _______Listen and respond to businesses’ views _______Other______________________________________________________________