CLARK FREEPORT—The Department of Labor and Employment (DOLE) has maintained a high satisfaction rating of 4.95 or 99.18 percent in its citizen or client satisfaction survey for the first quarter of 2023.
DOLE Undersecretary Ciriaco Lagunzad III of the Regional Operations and General Administration Cluster said the rating affirms the agency’s commitment to improve the delivery of its programs and services to the public.
“This high satisfaction score shows the DOLE’s continued commitment to exceeding client’s satisfaction by providing them with the highest possible standards of efficiency, quality service with professionalism, integrity, sense of responsibility, and timely delivery of the agency’s programs and services,” Lagunzad said.
The report reflected the overall client experience, expectations, and satisfaction results, covering the 29 frontline services offered at the DOLE Central Office (CO) and Regional Offices (ROs).
Client satisfaction covers eight service quality dimensions: responsiveness, reliability, access and facility, communication, costs, integrity, assurance, and outcome, where DOLE obtained scores ranging from 4.9 to 5 (highest).
These were gathered through the administration of a survey wherein walk-in clients rated the DOLE frontline service they availed using the five-point Likert Scale (5-Very Satisfied, 4-Satisfied, 3-Neither Satisfied nor Dissatisfied, 2-Dissatisfied, and 1-Very Dissatisfied) and their suggestions and recommendations were solicited for continuous improvement of the service.
With 56,051 walk-in clients served by the DOLE CO and ROs, 34,452, or 61.63 percent, submitted and participated in the survey.
Of this number, 33,281, or 96.35 percent of the respondents, were from the ROs/Provincial/Field Offices; and the remaining 1,261, or 3.65 percent, were from the services and bureaus of the DOLE CO.
The report showed that the delivery of the labor department’s frontline services for the first quarter of 2023 exceeded the expectations of its clients, the agency said.