Annex A Customer Satisfaction Survey Form CSS

To gather the taxpayer's feedback on their experience with a recently concluded BIR frontline transaction so the office can improve its service, with responses kept confidential and answering optional.

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This is a BIR Customer Satisfaction Survey (CSS) form, coded QF-40-00.2025.00, given to clients after a frontline transaction at a Revenue Region/Revenue District Office. Written in Filipino and English, it collects client type and profile data, the code of the service availed from the Annex A list of frontline services, and three questions on the Citizen's Charter (awareness, visibility, and helpfulness). It then presents nine statements rated 1 (Strongly Disagree) to 5 (Strongly Agree), with 6 for Not Applicable, covering timeliness, correctness, facilities, process clarity, payment convenience, fair treatment, staff knowledge, and overall satisfaction, plus optional comments and an optional email address. Responses and personal information are kept confidential, and answering the form is optional.