Date Released: July 09, 2008
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CUSTOMER SATISFACTION SURVEY
DECEMBER 2007
 FAQ on Civil Registration

Seven out of ten NSO clients in NCR are satisfied

In December 2007, customer satisfaction rating further improved by about 7 percentage points to 72.6 percent from 65.5 September 2007. Satisfaction rating in June 2007 was at 50.4 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.

Net satisfaction rating also improved by 8.3 percentage points to 67.7 percent in December 2007 from 59.4 percent in September 2007. It was 68.9 percent in December 2006.

There were 502,677 transactions served nationwide in December 2007 and 43 percent of these or 218,216 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).

The other Metro Manila Outlets performed better as more of its clients (71.6%) were either satisfied or very satisfied with its civil registry services than the CRD Service Areas where only about 69 percent of its clients reported as being satisfied or very satisfied.

Table 1. Net Satisfaction Rating and Volume of Transactions: December 2005 to December 2007
 

  CSS Survey Round      Net Satisfaction Rating      Total Volume (NCR)   
Dec 2005 +74.4 206,566
Mar 2006 +51.1 365,869
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

QUEUEING TIME

The number of clients who reported to have been served within 30 minutes slightly increased by 3 percentage points to 39 percent in December 2007 from 36 percent in September 2007.

Only five (5) of the service areas covered by the survey experienced increases in the proportion of clients who reported to have been served within 30 minutes during this CSS round, the other half experienced decreases. The three highest increases were observed at the Party Waiting area (23%), Caloocan Outlet (18%), and Pasay Outlet (14%). The biggest decreases in the proportion of clients served within 30 minutes were observed in Muntinlupa (16%), Makati (15%), and Pasig (14%) outlets.

CLIENTS' PROFILE

Six out of ten (61%) of the respondents/clients were female; majority were within the 20-34 age group (55%); and with college education (65%). Majority of the respondents/clients reported to have work (56%). There were about 32 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila. About 68 percent of the respondents/clients were Metro Manila residents.

Fifty-one percent of the respondents secured their civil registry documents for travel purposes (Passport - 32% and Embassy - 19%). Other reasons given were for: local employment (13%), school (12%), and GSIS/SSS (10%). Sixty-five percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.

Table 2. Distribution of clients' purpose for requesting civil registry documents: December 2007

 

  Purpose      Percent   
Passport 32
Embassy 19
School 12
Local Employment 13
GSIS/SSS 10
BIR 1
Baptism 2
Exam/PRC 2
Marriage 5
Others 3
Total 100

Table 3. Distribution of Type of document requested: December 2007

 

  Type      Percent   
Birth 65
Marriage 21
Death 3
CENOMAR 5
PreWar 0
Authentication 6
Total 100

  Source:  National Statistics Office
       Manila, Philippines

Page last updated:  July 9, 2008