Overall Satisfaction Rate reached 81.9 Percent

The results of December 2010 round of customer satisfaction survey showed that satisfied NSO clients reached 81.9 percent. This figure is about 4.3 percentage points higher than the 77.6 percent rate registered in September 2010. Satisfaction ratings in March and June of 2010 were posted at 69.4 percent and 72.1 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 2010 was estimated at +79.6 percent, an increase of about 5.7 percentage points from +73.9 percent net satisfaction rating registered in September 2010. Net satisfaction rating refers to the difference between the proportion of satisfied and dissatisfied clients.

A total of 650,652 transactions were served nationwide in December 2010 and 38.3 percent of these or 249,141 transactions were processed and released in Metro Manila service areas covered by the survey. The areas covered by the survey include the NSO Civil Registration Service Areas in East Avenue, Quezon City (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: March 2008 to December 2010 

The performance of other Metro Manila Outlets was relatively better as more of its clients (88.4%) were either satisfied or very satisfied with the civil registry services than the NSO Civil Registration Service Areas in East Avenue, Quezon City where only 78.7 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 slightly increased by 3 percentage points to 39 percent in December 2010 from 36 percent in September 2010.

Six (6) 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 the December 2010 CSS round, the other three (3), Party Waiting, Travel Agency and Muntinlupa Census Serbilis Outlet experienced decreases from its previous month's proportion. The Pasig Outlet remained at its previous rate.

The three highest increases were observed at the Caloocan Census Serbilis Outlet (22 percentage points), Endorsement area (18 percentage points), and Application area (10 percentage Points) while the three biggest decreases in the proportion of clients served within 30 minutes were observed in Party Waiting area (23 percentage points), Travel Agency area (16 percentage points) and Muntinlupa Census Serbilis outlet (3 percentage points).

CLIENTS' PROFILE

Six in every ten (60.1 percent) respondents/clients were female; more than half or 52 percent were within the 20 to 34 age group; and with at least college education (59.3 percent). Majority of the respondents/clients reported to be unemployed (58.9 percent). About one out of four NSO clients or 25 percent resided in areas outside Metro Manila while the other 75 percent of them were Metro Manila residents.

Around 22 percent of the clients secured their civil registry documents for local employment. Other reasons given were for: GSIS/SSS (19.5 percent), school requirements (17.3 percent), and Passport (12.5 percent). About 64.2 percent of the NSO clients requested for the issuance of birth certificate while the other 20.1 percent of the clients reported to have availed the civil registry services of NSO for the copy issuance of marriage certificate.

Table 2. Distribution of NSO Clients by Demographic Profile : December 2010

Source: December 2010 CSS, NSO

Table 3. Distribution of clients' purpose for requesting civil registry documents: December 2010  

Source: December 2010 CSS, NSO

Table 4. Distribution of Type of document requested: December 2010  

Source: December 2010 CSS, NSO