RMO No. 5-2023: Prescribes the guidelines and procedures on the implementation of revised customer satisfaction survey for frontline services under Client Support Service as one of the BIR’s Feedback Mechanism

Summary

RMO No. 5-2023 sets the guidelines for the revised Customer Satisfaction Survey for Frontline Services under Client Support Service (CSS), one of the BIR’s Feedback Mechanisms.

Key points

1. Survey form. RDOs use the revised Customer Satisfaction Survey Form (Annex A), in manual and online (Microsoft Forms) versions. Frontliners encourage taxpayers to answer online through eLounge or by scanning the QR code at the counter, and manual forms remain available.
2. Retrieval of manual forms. The designated offices retrieve and process manual forms on or before the 5th day of the following month. RDOs go through the Regional Office CSU Head, and the LT Divisions and offices named in the Order have their own retrieving offices.
3. Consolidation. Manual results are consolidated with the online results provided by the Taxpayer Service Programs and Monitoring Division (TSPMD).
4. Reports to TSPMD. The Matrix of Actions Taken/To Be Taken (Annex B) is due on or before the 5th day following the month of retrieval. The Working Paper (Annex C) and Summary Report (Annex D) are due on or before the 20th day of the month.
5. Records and validation. RDOs keep the survey forms and reports for validation. CSS, through TSPMD, may conduct unannounced validation of survey results.

Who is affected

• Revenue District Offices
• LT Divisions and Offices
• Regional Office CSU Heads

Deadlines and effectivity

• Retrieval of manual forms: on or before the 5th day of the following month
• Annex B: on or before the 5th day following the month of retrieval
• Annexes C and D: on or before the 20th day of the month

Summary by Tax Resources PH. It is not a substitute for the full text of the issuance or professional advice.