8box Solutions Inc.


Contact Number: 09369340340
Email: sales@8box.solutions

REVENUE MEMORANDUM ORDER NO. 5-2023 issued on January 30, 2023 prescribes the guidelines and procedures on the implementation of the revised Customer Satisfaction Survey for Frontline Services under Client Support Service (CSS) as one of the BIR’s Feedback Mechanism. The Revenue District Offices (RDOs) shall use the revised Customer Satisfaction Survey Form (Annex A), which is available both in manual and online (Microsoft Forms) versions. BIR frontliners/officers shall encourage taxpayers to answer the online survey form either by directing them to use the eLounge or by asking them to scan the Quick Response (QR) code using their smart phones found in the counter. Manual survey forms shall still be provided in cases where taxpayer opted to use such. The following offices shall be responsible for the retrieval of manual survey forms on or before the 5th day of the following month and processing of the same: LT DIVISION/OFFICE OFFICE TO RETRIEVE AND PROCESS THE SURVEY FORM Revenue District Offices Concerned Regional Office thru the Client Support Unit (CSU) Head LT Division No. 123- Cebu City RR No. 13- Cebu City thru the CSU Head LT Division No. 127 – Davao City RR No. 19 – Davao City thru the CSU Head LT Assistance Division (LTAD) and Excise LT Regulatory Division (ELTRD) LT Performance Monitoring and Programs Division (LTPMPD) The results of the manual survey shall be consolidated by the identified offices above with the results of the online survey to be provided by Taxpayer Service Programs and Monitoring Division (TSPMD). The following reports shall be prepared by the concerned offices for submission to TSPMD: The RDOs shall keep the survey forms and the corresponding reports, for validation purposes. The CSS, through the TSPMD, may conduct unannounced Report Responsible Office Deadline Matrix of Actions Taken/To Be Taken (Annex B) RDOs/LT Divisions/LTAD/ ELTRD On or before the 5th day following the month of retrieval Working Paper on the Results of the Customer Satisfaction Survey (Annex C) Concerned Regional Office thru the CSU Head/LTPMPD On or before the 20th day of the Summary Report on the Results of month Customer Satisfaction Survey (Annex D) Summary of Feedback (Annex E) validation of survey results in Regional/District Offices to ensure that the provisions stated in this Order are being strictly followed.