Satisfied NSO Clients in Metro Manila reached 66.9 Percent
In December 2008, the number of satisfied NSO clients increased by about 8 percentage points to 66.9 percent from 59.0 in September 2008. Moreover, Satisfaction ratings in March and June of 2008 were registered at 58.0 and 70.4 percent, respectively. 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.
The net satisfaction rating in December 2008 was posted at 61.5 percent, an increase of about 12.5 percentage points from 49.0 percent net rating registered in September 2008.
There were 479,698 transactions served nationwide in December 2008 and 41.8 percent of these or 200,515 transactions 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).
Table 1. Net Satisfaction Rating and Volume of Transactions: December 2006 to December 2008
| CSS Survey Round | Net Satisfaction Rating | Total Volume (NCR) |
| 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 |
| Mar 2008 | +49.5 | 331,730 |
| Jun 2008 | +64.9 | 366,478 |
| Sep 2008 | +49.0 | 433,267 |
| Dec 2008 | +61.5 | 200,515 |
The other Metro Manila Outlets performed better as more of its clients (72.3%) were either satisfied or very satisfied with its civil registry services than the CRD Service Areas where only about 64.5 percent of its clients reported as being satisfied or very satisfied
QUEUEING TIME
The number of clients who reported to have been served within 30 minutes increased by 8 percentage points to 28 percent in December 2008 from 20 percent in September 2008.
Seven (7) 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 two, Releasing and Travel Agency service areas experienced decreases while Pasig outlet remained at its previous month's proportion. The three highest increases were observed at the Caloocan Outlet (32 percentage points), Muntinlupa Outlet (21 percentage points), and Makati Outlet (20 percentage Points). On the other hand, decreases in the proportion of clients served within 30 minutes were observed in Releasing and Travel agency areas with six (6) and three (3) percentage points lower than their September 2008 values respectively.
CLIENTS' PROFILE
Six out of ten (61%) of the respondents/clients were female; majority were within the 20-34 age group (58.2%); and with college education (58.6%). Majority of the respondents/clients reported to have work (52%). There were about 32 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila while around 68 percent of the respondents/clients were Metro Manila residents.
About thirty-six percent of the respondents secured their civil registry documents for travel purposes (Passport - 20% and Embassy - 16%). Other reasons given were for: local employment (16%), marriage (13%), GSIS/SSS (12%), and school (11%). Seven out of ten or 69 percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.
Table 2. Distribution of NSO Clients by Demographic Profile: December 2008
| Demographic Profile | Percent |
| Sex | |
| Male | 38.7 |
| Female | 61.3 |
| Age Group | |
| 15 to 19 | 6.9 |
| 20 to 24 | 22.2 |
| 25 to 29 | 21.1 |
| 30 to 34 | 14.9 |
| 35 to 39 | 10.0 |
| 40 to 44 | 10.2 |
| 45 to 49 | 5.6 |
| 50 to 54 | 4.4 |
| 55 to 59 | 2.6 |
| 60 and over | 2.2 |
| Education | |
| Elementary | 3.2 |
| High School | 38.2 |
| College or higher | 58.6 |
| Work | |
| Employed | 52.1 |
| Unemployed | 47.9 |
| Residence | |
| NCR | 68.3 |
| Outside NCR | 31.7 |
Table 3. Distribution of clients' purpose for requesting civil registry documents: December 2008
| Purpose | Percent |
| Passport | 19.6 |
| Embassy | 15.8 |
| School | 10.5 |
| Local Employment | 15.7 |
| GSIS/SSS | 11.5 |
| BIR | 2.8 |
| Baptism | 4.1 |
| Exam/PRC | 3.8 |
| Marriage | 13.2 |
| Others | 3.0 |
| Total | 100.0 |
Table 4. Distribution of Type of document requested: December 2008
| Purpose | Percent |
| Birth | 69.3 |
| Marriage | 21.1 |
| Death | 2.7 |
| CENOMAR | 4.8 |
| PreWar | 0.2 |
| Authentication | 1.8 |
| Total | 100.0 |