Three out of four NSO clients in NCR are satisfied

Customer satisfaction rating in December 2006 increased by about 12 percentage points to 73.8 percent from 62 percent in September 2006. It was 65.2 percent in June 2006. This rating is lower by five percentage points than a year ago in December 2005 with 78.8 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 increased by 16.8 percentage points to 68.8 percent in December 2006 from 52 percent in September 2006. There were 419,477 transactions served nationwide in December 2006. About half (47%) of these or 198,305 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 and in Vibal Bldg. along Quezon Avenue, (Application, Releasing, Endorsement, Party Waiting, and Travel Agency areas) and the other Metro Manila Outlets (Makati, Caloocan, Muntinlupa, Pasig, and Pasay Census Serbilis Centers). A total of 1,700 clients were interviewed during the December 11-15, 2006 survey.

Given the data from December 2004 to December 2006, it was observed that the increases in the satisfaction rating coincide with decreases in the volume of transactions especially during December.

The number of clients who reported to have been served within 30 minutes increased by 17 percentage points to 61 percent from 44 percent in September 2006. It was also 14 percentage points higher than a year ago in December 2005 when 47 percent of the clients were served within 30 minutes.

All areas covered by the survey experienced increases in the number of clients who reported to have been served within 30 minutes during this CSS round. The three highest increases were observed at the Party Waiting (52%) and Application (39%) areas and at the Pasig outlet (34%). The least increases were at the Caloocan outlet (5%), Travel Agency area (6%), and at the Muntinlupa outlet (9%).

More clients at the CRD service areas, now located at NSO East Avenue, were served within 30 minutes than the clients at the Metro Manila Outlets. Releasing area served four out of five of its clients within 30 minutes while only three out of ten clients at the Muntinlupa were served in 30 minutes. Pasay outlet was not covered in September due to its transfer to a new location, which coincided with the survey period.

Six out of ten (57%) of the respondents/clients were female; majority were within the 20-34 age group (60%); and with college education (66%). One in every two respondents/clients said they have work (52%). Even with the presence of the regional and provincial Census Serbilis outlets nationwide, there were about 39 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila. About 61 percent of the respondents/clients were Metro Manila residents.

Thirty-six percent of the respondents secured their civil registry documents for travel purposes. Other reasons given were for: school (16%), local employment (18%), and GSIS/SSS (13%). Sixty-seven percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.

Table 1. Distribution of clients' purpose for requesting civil registry documents: December 2006

Table 2. Distribution of Type of document requested: December 2006