Customer Satisfaction Survey - September 2004

Reference Number: 

2004 - 3

Release Date: 

Wednesday, January 19, 2005


Four out of five NSO clients are satisfied 

Four out of five (79.9%) of NSO's clients were either satisfied or very satisfied with its civil registry services in September this year. This was the result of the September 2004 round of the Customer Satisfaction Survey (CSS). This was nine percentage points higher than a year ago at 71 percent in September 2003. It was 71 percent in June 2004, during the second quarter round of the CSS.

One in every two clients (53%) of NSO was served at the service counters within 30 minutes during this round. It was 52 percent in September 2003. In June 2004, 51 percent of NSO's clients queued for 30 minutes. On the other hand, those who waited in line for more than 1 hour increased by 2 percentage points from 26 percent in September 2003 to 28 percent in September this year.

Three out of five (62%) of NSO's clients were female; majority were within the 20-34 age bracket (65%); and with college education (66%). With the full operation of 40 Census Serbilis outlets nationwide, the clients who were residents of the National Capital Region decreased by 9 percentage points to 60 percent from 69 percent in June CSS round.

Still, the dominant reasons for securing civil registry documents were still for passport and embassy use at 43 and 22 percent, respectively. Four percent of the respondents needed their documents for PRC examination. Other reasons include: for enrolment (8%), for local employment (12%), and for SSS/GSIS (8%).

Eighty-nine percent of the total documents requested were for birth (70%) and marriage certificates (19%).