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Satisfied, But with What? A Critical Reading of the Client Satisfaction Surveys of Project ADAPT, Siquijor State College

Year: 2026
Type: preprint
Abstract: Philippine state colleges measure the worth of their extension work, almost always, with one number: the Client Satisfaction Survey (CSS) rating. This study reads that number closely. It examines the certified CSS records of Project ADAPT, the capacity-building program of the College of Teacher Education (COTE) of Siquijor State College for the Sangguniang Kabataan (SK) officials of the Municipality of Siquijor. Two workshops were held in the first semester of AY 2025–2026: Workshop I on the drafting of official letters and barangay forms (21 November 2025) and Workshop II on minute-taking (12 December 2025). Twenty-two valid forms were returned, seventeen and five respectively, each scoring 22 items on a five-point scale. The official ratings were 94.97% (Extremely Satisfied) and 87.82% (Satisfied), and the pooled rating is 93.35%. The figures were recomputed from the respondent-level tallies and were found to be arithmetically correct. But a closer reading shows that the two ratings stand on very different ground. Workshop I rests on seventeen respondents who agreed with one another closely, with one clear exception. Workshop II rests on five respondents who did not agree, and its seven-point gap from Workshop I is not statistically distinguishable from chance (Mann–Whitney U = 35, z ≈ −0.59). The study argues that the CSS rating, as presently used, records courtesy and contentment more than it records learning, and that its strongest evidence lies not in the high scores but in the few low ones and the handful of written requests. It closes with recommendations for an extension evaluation that can tell an institution not only that its clients were satisfied, but with what.
DOI: 10.20944/preprints202611.0815.v1
Language: English
Open Access status: green
OpenAlex ID: W7225751177
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