Four out of five NSO clients are satisfied
The number of clients who were either satisfied or very satisfied with NSO's civil registry services in December 2005 increased to 78.8 percent from 68 percent in September 2005. This was the second consecutive Customer Satisfaction Survey (CSS) period that registered an increasing satisfaction rating from a continued decline from 80 percent in September 2004 to 60 percent in June 2005. The 10 percentage points increase for the period was the highest since March 2004. In December 2004, satisfaction was reported at 75 percent.
Net satisfaction increased by 11 percentage points to 74.4 percent this survey round from 63 percent in September 2005 round and by about 2 percentage points from 71.8 percent in December 2004.
There were 405,498 transactions in December 2005 and more than half of these (206,566) were processed and released at the service areas covered by the survey, which include the .CRD Service Areas at East Avenue and Vibal Bldg., Quezon Avenue (Application, Releasing, Endorsement, Party Waiting, and Travel Agency areas) and the Metro Manila Outlets (Pasig, Makati, Caloocan, Muntinlupa, and Pasay Census Serbilis Centers).
More clients were either satisfied or very satisfied with the services in Metro Manila Outlets at 86 percent than in the CRD Service areas where only 73 percent of the clients were either satisfied or very satisfied with NSO?s civil registry services.
Table 1. Net Satisfaction Rating and Volume of Transactions: March 2004 - December 2005
| CSS Survey Round | Net Satisfaction Rating | Volume |
| Mar 2004 | +50.6 | 272,643 |
| Jun 2004 | +66.0 | 251,237 |
| Sep 2004 | +76.9 | 236,749 |
| Dec 2004 | +71.8 | 161,641 |
| Mar 2005 | +55.8 | 266,829 |
| Jun 2005 | +51.0 | 272,384 |
| Sep 2005 | +63.0 | 287,201 |
| Dec 2005 | +74.4 | 206,566 |
The number of clients served at the service counters within 30 minutes slightly decreased by 1 percentage point to 47 percent from 48 percent in September 2005. It was the same a year ago in December 2004 at 47 percent of the clients served within 30 minutes.
Except for the Application Area, all other CRD service areas showed an increase in the number of clients served within 30 minutes. Travel Agency and Party Waiting areas increased by 25 and 18 percentage points, respectively. Application area experience a seven percentage points decrease from September 2005 to December 2005.
Three of the five Metro Manila outlets experienced a decline in percentage of clients being served within 30 minutes between September and December 2005. Muntinlupa CenSC showed the highest increase at 13 percentage points while Makati CenSC showed the highest decrease at 16 percentage points.
Six out of ten (61%) respondents/clients were female; majority were within the 20-34 age group (60%); and with college education (57%). One in every two respondents/clients said they have work (51%). With the presence of the regional and provincial Census Serbilis outlets nationwide, 65 percent of the respondents/clients were Metro Manila residents while those from areas outside Metro Manila comprise 35 percent of the respondents/clients.
Table 2. Distribution of Type of Request: December 2005
| Type of Request | Percent |
| Birth | 72.7 |
| Marriage | 18.9 |
| Death | 1.6 |
| CENOMAR | 2.0 |
| PreWar | 0.3 |
| Authentication | 4.5 |
| Total | 100.0 |
Passport and Embassy purposes combined remained as the dominant reasons for securing civil registry documents at 33 and 18 percent, respectively. About two percent of the respondents needed their documents for PRC examination. Other reasons include: for school requirement (7%), for local employment (13%), and for SSS/GSIS (11%). Ninety-two percent of the total documents requested were for birth (73%) and marriage certificates (19%).
