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.