Customer Satisfaction Survey - June 2010

Reference Number: 

2010-2

Release Date: 

Friday, September 10, 2010

 

Satisfied NSO Clients in Metro Manila increased to 72.1 Percent

 

 

In June 2010, the number of satisfied NSO clients showed an increase of about 2.7 percentage points to 72.1 percent from 69.4 in March 2010. Moreover, Satisfaction ratings in September and December of 2009 were registered at 69.1 percent and 76.6 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 June 2010 was posted at +67.5 percent, an increase of about 2.3 percentage points from +65.2 percent net satisfaction rating registered in March 2010. Net satisfaction rating refers to the difference between the proportion of satisfied and dissatisfied

There were 1,035,822 transactions served nationwide in June 2010 and 38.5 percent of these or 398,602 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: September 2007 to June 2010  


  CSS Survey Round      Net Satisfaction Rating      Total Volume (NCR)   
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
Mar 2009 +52.8 401,232
Jun 2009 +63.1 363,721
Sep 2009 +65.8 303,828
Dec 2009 +73.2 231,193
Mar 2010 +65.2 417,678
Jun 2010 +67.5 398,602

 

The other Metro Manila Outlets performed relatively better as more of its clients (78.1%) were either satisfied or very satisfied with its civil registry services than the NSO Civil Registration Service Areas in East Avenue, Quezon City where only about 68.8 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 31 percent in June 2010 from 23 percent in March 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 this CSS round, the other four (4), Releasing, Endorsement, Party Waiting and Pasig outlet experienced decreases from its previous month's proportion. The three highest increases were observed at the Caloocan Outlet (29 percentage points), Application area (25 percentage points), and Makati Outlet (17 percentage Points) while the three biggest decreases in the proportion of clients served within 30 minutes were observed in Pasig Outlet (13 percentage points), Endorsement area (10 percentage points) and Releasing area (6 percentage points).  

CLIENTS' PROFILE

Six out of ten (61%) of the respondents/clients were female; majority were within the 20 to 34 age group (58.1%); and with at least college education (56.3%). Majority of the respondents/clients reported to be unemployed (56%). There were about 29 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila while around 71 percent of the respondents/clients were Metro Manila residents.

About one in every four clients secured their civil registry documents for local employment. Other reasons given were for: school requirements (23.2%), GSIS/SSS (14.1%), and Passport (12.7%). About 65 percent of the NSO clients requested for the issuance of birth certificate while 20 percent of them requested for marriage certificate.

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


  Demographic Profile      Percent   
Sex       
  Male 39.0
   Female  61.0
Age Group  
   15 to 19 9.2
   20 to 24 24.2
   25 to 29 20.6
   30 to 34 13.3
   35 to 39 8.6
   40 to 44 8.9
   45 to 49 5.9
   50 to 54 3.9
   55 to 59 3.6
   60 and over 1.9
Education  
   Elementary 2.6
   High School 41.1
   College or higher 56.3
Work  
   Employed 44.0
   Unemployed 56.0
Residence  
   NCR 70.9
   Outside NCR 29.1

 

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


  Purpose      Percent   
Passport 12.7
Embassy 6.0
School 23.2
Local Employment 25.8
GSIS/SSS 14.1
BIR 2.2
Baptism 1.8
Exam/PRC 3.7
Marriage 5.5
Others 5.0
Total 100.0

 

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


  Purpose      Percent   
Birth 65.3
Marriage 19.5
Death 4.6
CENOMAR 7.3
PreWar 1.2
Authentication 2.1
Total 100.0


 

 

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