Proportion of Satisfied Clients Improved to 78.1 Percent
A declining volume of transactions further improved the proportion of satisfied clients to 78.1 percent. This figure is 6.3 percentage points higher than the previous quarter’s rate of 71.8 percent. In the same period last year, the results followed the same increasing trend with NSO’s civil registry services received satisfaction rating of 77.6 percent. Satisfaction rating is measured as the percentage of clients surveyed during the reference period who were either satisfied or very satisfied with NSO’s civil registry services.
The net satisfaction rating likewise improved by 4.2 percentage point to +76.2 percent in September 2011 from +68.0 percent net satisfaction rating registered in June 2011. Net satisfaction rating refers to the difference between the proportion of satisfied and dissatisfied clients.
In September 2011, about 898 thousand transactions were served nationwide. Of this number, 38 percent or 341 thousand transactions were processed and released in Metro Manila service areas covered by the survey. The areas covered 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 2008 to September 2011
More civil registry clients (79.4 percent) in service areas in East Avenue, Quezon City felt satisfied or very satisfied with the civil registry services they received. This proportion is better than the proportion of satisfied or very satisfied clients (75.2 percent) in Metro Manila service areas.
QUEUEING TIME
The number of clients who reported to have been served within 30 minutes improved by 9 percentage points to 41 percent in September 2011 from 32 percent in June 2011.
Seven (7) of the service areas covered by the survey experienced improvement in the proportion of clients who reported to have been served within 30 minutes during the survey period, the remaining three (3); Party waiting area, Travel Agency area, and Pasig Census Serbilis Outlet suffered decreases from its previous month’s proportion. The Travel Agency service area remained to have the biggest proportion (85 percent) of clients served within 30 minutes during the survey period.
The largest increase was observed in Muntinlupa Census Serbilis Outlet (30 percentage points) while the biggest decrease in the proportion of clients served within 30 minutes was posted in the Party Waiting area (12 percentage points).
CLIENTS' PROFILE
More than half (56.2 percent) of the respondents/clients were female; two of every five or 41.8 percent were within the 20 to 29 age group; and majority have at least college education (60.5 percent). A bigger portion of the respondents/clients reported to be unemployed (54 percent). Three of four clients (74.7 percent) were Metro Manila residents while the remainder (25.7 percent) came from areas outside Metro Manila.
About 31 percent of the clients secured civil registry documents as a requirement for the issuance of passport. Other reasons given were for: Local Employment (15.1 percent), Embassy (13.9 percent), School (10.4 percent) and GSIS/SSS (9.7 percent). Around 67 percent of the NSO clients requested for the issuance of birth certificate while a number of clients (20 percent) reported to have availed the civil registry services of NSO to secure copy issuance of marriage certificate.
Table 2. Distribution of NSO Clients by Demographic Profile : September 2011
Table 3. Distribution of clients' purpose for requesting civil registry documents: September 2011
Table 4. Distribution of Type of Document Requested: September 2011
