Three of Every Five NSO Customers in NCR are Happy with the Service
In March 2009, three out of five NSO clients or 59.6 percent are satisfied with the service provided to them. This figure was lower by 7.3 percentage points from 66.9 percent mark in December 2008. Satisfaction rating in the same month a year ago was at 58.0 percent. 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 March 2009 was posted at 52.5 percent, lower by 8.7 percentage points from 61.5 percent net rating registered in December 2008.
A total of 960,080 transactions were served nationwide in March 2009 and 41.8 percent of these or 401,232 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: June 2006 to March 2009
| CSS Survey Round | Net Satisfaction Rating | Total Volume (NCR) |
| 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 |
| Mar 2009 | +52.8 | 401,232 |
The CRD Service Areas performed better as more of its clients (68.1%) were either satisfied or very satisfied with its civil registry services than the other Metro Manila Service Areas where only about 40.3 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 only 2 percentage points to 30 percent in March 2009 from 28 percent in December 2008.
Six (6) of the service areas covered by the survey experienced decreases in the proportion of clients who reported to have been served within 30 minutes during this CSS round while the remaining four (4); Releasing, Travel Agency, Pasig outlet and Pasay outlet service areas experienced increases. The three highest decreases were observed at the Caloocan Outlet (32 percentage points), Muntinlupa Outlet (24 percentage points), and Makati Outlet (15 percentage Points). On the other hand, the top three Increases in the proportion of clients served within 30 minutes were observed in Releasing (22.5 percentage points), Travel agency (12.3 percentage points), and Pasig outlet (10.9 percentage points).
CLIENTS' PROFILE
Seven out of ten (65%) of the respondents/clients were female; majority were within the 20-34 age group (55.9%); and with college education (57.6%). Majority of the respondents/clients reported to have unemployed (55.8%). There were about 26.7 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila while around 73.3 percent of the respondents/clients were Metro Manila residents.
About twenty-four percent of the respondents secured their civil registry documents for School purposes. Other reasons given were for: local employment (20%), GSIS/SSS (15.8%), marriage (11.5%), Passport (6.5%) and Embassy (3.9%). Six out of ten or 62.8 percent of the respondents requested for birth certificate while 21.2 percent of them requested for marriage certificate.
Table 2. Distribution of NSO Clients by Demographic Profile: March 2009
| Demographic Profile | Percent |
| Sex | |
| Male | 35.0 |
| Female | 65.0 |
| Age Group | |
| 15 to 19 | 9.8 |
| 20 to 24 | 20.9 |
| 25 to 29 | 20.7 |
| 30 to 34 | 14.3 |
| 35 to 39 | 12.0 |
| 40 to 44 | 10.3 |
| 45 to 49 | 5.3 |
| 50 to 54 | 2.7 |
| 55 to 59 | 2.1 |
| 60 and over | 2.0 |
| Education | |
| Elementary | 3.6 |
| High School | 38.7 |
| College or higher | 57.6 |
| Work | |
| Employed | 44.2 |
| Unemployed | 55.8 |
| Residence | |
| NCR | 73.3 |
| Outside NCR | 26.7 |
Table 3. Distribution of clients' purpose for requesting civil registry documents: March 2009
| Purpose | Percent |
| Passport | 6.5 |
| Embassy | 3.9 |
| School | 23.8 |
| Local Employment | 20.0 |
| GSIS/SSS | 15.8 |
| BIR | 2.6 |
| Baptism | 2.4 |
| Exam/PRC | 9.5 |
| Marriage | 11.5 |
| Others | 3.9 |
| Total | 100.0 |
Table 4. Distribution of Type of document requested: March 2009
| Purpose | Percent |
| Birth | 62.8 |
| Marriage | 21.2 |
| Death | 5.0 |
| CENOMAR | 8.5 |
| PreWar | 0.7 |
| Authentication | 1.8 |
| Total | 100.0 |