Three out of five NSO clients are satisfied
The number of clients who were either satisfied or very satisfied with NSO?s civil registry services in March 2006 decreased by 18.6 percentage points to 60.2 percent from 78.8 percent in December 2005. This is the first Customer Satisfaction Survey (CSS) period that registered a decrease since June 2005, and the biggest decline between two consecutive survey periods. This rating was lower than a year ago in March 2005 with 64 percent.
Net satisfaction rating decreased by 23.3 percentage points to 51.12 percent this survey round from 74.4 percent in December 2005 CSS round and by about 4.7 percentage points in March 2005.
There were 701,843 transactions in March 2005 and more than half (52%) of these or 365,869 were processed and released at the service areas covered by the survey. This is about 159,000 transactions more than in December 2005. The areas covered by the survey include the CRD Service Areas at East Avenue and Vibal Bldg., Quezon Avenue, (Application, Releasing, Endorsement, Party Waiting, and Travel Agency areas) and the Metro Manila Outlets (Makati, Caloocan, Muntinlupa, and Pasay Census Serbilis Centers). For this survey round, Pasig outlet was excluded.
Table 1. Net Satisfaction Rating and Volume of Transactions: March 2004 - March 2006
CSS Survey Round | Net Satisfaction Rating | Volume |
Mar 2004 | +50.6 | 272,643 |
Jun 2004 | +66.0 | 251,237 |
Sep 2004 | +76.9 | 236,749 |
Dec 2004 | +71.8 | 161,641 |
Mar 2005 | +55.8 | 266,829 |
Jun 2005 | +51.0 | 272,384 |
Sep 2005 | +63.0 | 287,201 |
Dec 2005 | +74.4 | 206,566 |
Mar 2005 | +51.12 | 365,869 |
More clients were either satisfied or very satisfied with the services in CRD Service areas at 63 percent than in Metro Manila Outlets with only 54 percent.
The number of clients served at the service counters within 30 minutes in March 2006 decreased by 10 percentage points to 37 percent from 47 percent in December 2005. It was slightly higher than a year ago in March 2005 when 36 percent of the clients served within 30 minutes.
Except for the Travel Agency Area, all other CRD service areas showed a decrease in the number of clients served within 30 minutes. Endorsement, Releasing, and Party Waiting areas decreased 73, 28, and 27 percentage points, respectively. Travel Agency, on the other hand, increased by 17 percentage points to 57 percent from 40 percent in December 2005.
For the Metro Manila Outlets, Muntinlupa, Caloocan, and Pasay experienced a decline in percentage of clients being served within 30 minutes. Only the Makati outlet experienced a 29 percentage-point increase in the number of clients served within 30 minutes. Forty-eight percent of the clients in Makati were served in 30 minutes compared to only 19 percent in December 2005.
About six out of ten (55%) respondents/clients were female; majority were within the 20-34 age group (61%); and with college education (66%). One in every two respondents/clients said they have work (51%). With the presence of the Regional and provincial Census Serbilis outlets nationwide, 65 percent of the respondents/clients were Metro Manila residents while those from areas outside Metro Manila comprise 35 percent of the respondents/clients.
Forty-eight percent of the respondents secured their civil registry documents for passport (33%) and embassy (15%) purposes. Other reasons given were: school (11%), local employment (11%), and GSIS/SSS (8%). Seventy-seven percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.
Table 2. Percent distribution of Purpose of clients for requesting civil registry documents:
March 2006
Purpose | Percent |
Passport | 33 |
Embassy | 15 |
School | 11 |
Local Employment | 11 |
GSIS / SSS | 8 |
BIR | 1 |
Baptism | 1 |
Exam / PRC | 2 |
Marriage | 3 |
Others | 4 |
Total Respondents | 1600 |
Table 3. Distribution of Type of Request: December 2005
Type of Request | Percent |
Birth | 77.0 |
Marriage | 21.0 |
Death | 3.0 |
CENOMAR | 5.0 |
PreWar | 1.0 |
Authentication | 9.0 |
Total Respondents | 1600 |