Customer Satisfaction Survey - June 2003

Reference Number: 

2003 - 2

Release Date: 

Monday, September 22, 2003

Seven out of 10 are satisfied with NSO Civil Registry Services 

The June 2003 round of the Customer Satisfaction Survey (CSS) showed that 70 percent of NSO's clients were either satisfied or very satisfied with the way NSO did its job. This was 14 percentage points higher than a year ago at 56 percent in June 2002. In March 2003 it was 66 percent.

About half (54%) of the respondents queued for only 30 minutes during the second quarter's CSS round. This was 22 percentage points higher than a year ago with 32 percent of the respondents queuing for 30 minutes in June 2002. In March 2003, 39 percent queued for 30 minutes. Conversely, those who waited in line for more than 1 hour decreased by 25 percentage points from 47 percent in June 2002 to only 26 percent a year later.

Majority of NSO's clients were female (58%), within the 20-34 age bracket (66%), with college education (63%), working (52%), and residents of the National Capital Region (62%).

Passport and Embassy purposes remained as the dominant reasons for securing civil registry documents, 46 and 21 percent, respectively, and specifically, they needed their passports for employment abroad (78%). Birth and marriage certificates comprise 84 percent of the total documents requested.

Comparing the type of respondents' complaints and suggestions in the previous CSS, it was observed that it has shifted from long queuing, snail-paced service, delayed release, "pabalik-balik", to unaccommodating (masungit) employee, lack of ventilation, use of microphone/megaphone, and on documents with unclear entries. There were more positive comments in this round than in the previous rounds.