Seven out of ten NSO clients in NCR are satisfied
In December 2007, customer satisfaction rating further improved by about 7 percentage points to 72.6 percent from 65.5 September 2007. Satisfaction rating in June 2007 was at 50.4 percent. Satisfaction rating refers to the percentage of clients surveyed during the period who were either satisfied or very satisfied with NSO's civil registry services.
Net satisfaction rating also improved by 8.3 percentage points to 67.7 percent in December 2007 from 59.4 percent in September 2007. It was 68.9 percent in December 2006.
There were 502,677 transactions served nationwide in December 2007 and 43 percent of these or 218,216 were processed and released in Metro Manila service areas covered by the survey. The areas covered by the survey include the Civil Registration Department (CRD) Service Areas in East Avenue (Application, Releasing, Endorsement, Party Waiting, and Travel Agency areas) and the five (5) other Metro Manila Outlets (Makati, Caloocan, Muntinlupa, Pasig, and Pasay Census Serbilis Centers).
The other Metro Manila Outlets performed better as more of its clients (71.6%) were either satisfied or very satisfied with its civil registry services than the CRD Service Areas where only about 69 percent of its clients reported as being satisfied or very satisfied.
Table 1. Net Satisfaction Rating and Volume of Transactions: December 2005 to December 2007
CSS Survey Round | Net Satisfaction Rating | Total Volume (NCR) |
Dec 2005 | +74.4 | 206,566 |
Mar 2006 | +51.1 | 365,869 |
Jun 2006 | +55.8 | 310,296 |
Sep 2006 | +52.0 | 254,641 |
Dec 2006 | +68.9 | 198,305 |
Mar 2007 | +48.1 | 366,029 |
Jun 2007 | +36.8 | 318,466 |
Sep 2007 | +59.4 | 290,137 |
Dec 2007 | +67.7 | 218,216 |
QUEUEING TIME
The number of clients who reported to have been served within 30 minutes slightly increased by 3 percentage points to 39 percent in December 2007 from 36 percent in September 2007.
Only five (5) of the service areas covered by the survey experienced increases in the proportion of clients who reported to have been served within 30 minutes during this CSS round, the other half experienced decreases. The three highest increases were observed at the Party Waiting area (23%), Caloocan Outlet (18%), and Pasay Outlet (14%). The biggest decreases in the proportion of clients served within 30 minutes were observed in Muntinlupa (16%), Makati (15%), and Pasig (14%) outlets.
Six out of ten (61%) of the respondents/clients were female; majority were within the 20-34 age group (55%); and with college education (65%). Majority of the respondents/clients reported to have work (56%). There were about 32 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila. About 68 percent of the respondents/clients were Metro Manila residents.
Fifty-one percent of the respondents secured their civil registry documents for travel purposes (Passport - 32% and Embassy - 19%). Other reasons given were for: local employment (13%), school (12%), and GSIS/SSS (10%). Sixty-five percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.
Table 2. Distribution of clients' purpose for requesting civil registry documents: December 2007
Purpose | Percent |
Passport | 32 |
Embassy | 19 |
School | 12 |
Local Employment | 13 |
GSIS/SSS | 10 |
BIR | 1 |
Baptism | 2 |
Exam/PRC | 2 |
Marriage | 5 |
Others | 3 |
Total | 100 |
Table 3. Distribution of Type of document requested: December 2007
Type | Percent |
Birth | 65 |
Marriage | 21 |
Death | 3 |
CENOMAR | 5 |
PreWar | 0 |
Authentication | 6 |
Total | 100 |