RMO No. 25-2025: Revised Customer Satisfaction Survey Form and Updated Survey Working Paper Under the Client Support Service

Key points

1. Service changes behind the update. Two closure-of-business services (Codes S28 and S28-C) are renamed. New services are added under Operations Memorandum Nos. 45-2024 and 48-2024: Codes S27, S28-A and S28-B.
2. Forms to use. BIR frontliners and officers under the Client Support Service use the Revised Customer Satisfaction Survey Form (Annex A). Revenue District Offices use the Updated Matrix of Actions Taken/To Be Taken Report Format (Annex B).
3. Survey working paper. Client Support Unit Heads use the Updated Survey Working Paper (Annexes C-E) for registration-related frontline services only. They submit it to the Taxpayer Service Programs and Monitoring Division by email at tspmd_tas@bir.gov.ph.
4. Who is surveyed. Frontliners in the Client Support Section survey all taxpayers with a completed transaction, by survey link, QR Code or manual form. A transaction is complete when the taxpayer finishes the final step of the service under the Citizen’s Charter, and manual forms must have no blank fields.

Who is affected

• BIR frontliners and officers under the Client Support Service
• Revenue District Offices
• Client Support Unit Heads

Deadlines and effectivity

• Survey working paper submission: on or before the 10th day of the month