Customer Satisfaction Survey - September 2003

Reference Number: 

2003 - 3

Release Date: 

Tuesday, November 18, 2003

Satisfied clients remain at 7 out of 10 


Seventy-one percent (71%) of NSO's clients are either satisfied or very satisfied with its civil registry services. This was the result of the September 2003 round of the Customer Satisfaction Survey (CSS. This was 4 percentage points higher than a year ago at 67 percent in September 2002. In June 2003 it was 70 percent.

About half (52%) of the respondents queued for only 30 minutes before they were served at the counters. This was slightly higher than a year ago with 49 percent of the respondents queuing for 30 minutes in September 2002. In June 2003, 54 percent queued for 30 minutes. On the other hand, those who waited in line for more than 2 or 3 hours decreased by 11 percentage points from 37 percent in September 2002 to 26 percent a year later.

Majority of NSO's clients were female (63%), within the 20-34 age bracket (70%), with college education (66%), working (55%), and residents of the National Capital Region (62%).

Passport and Embassy purposes remained as the dominant reasons for securing civil registry documents, 47 and 21 percent, respectively, and specifically, they needed their passports for employment abroad (77%). Birth and marriage certificates comprise 86 percent of the total documents requested.

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