Satisfaction rating dropped to a three year low

Satisfaction rating dropped to a three year low The number of clients who were either satisfied or very satisfied with NSO's civil registry services in June 2005 continued to drop to 59.6 percent from 63.5 percent in March 2005. It decreased by about 15 percentage points in just six months since December 2004 when satisfaction rating was at 74.8 percent.

This satisfaction rating is almost similar to the 56 percent rating in the June 2002 round of the Customer Satisfaction Survey (CSS) when the CRS has just rolled out. This is the first time that satisfaction rating decreased in three consecutive rounds from a high of 79.9 percent rating in September 2004.

While net satisfaction rating remains positive at 50.5 percent, it decreased significantly by about 21 percentage points in just six months. It was lower by about 16 percentage points than a year ago in June 2004 with 66 percent net satisfaction rating.

There were over 272 thousand transactions in March 2004 and June 2005, when net satisfaction were at about 51 percent. More than half of the monthly volume of transactions were processed and released at the service areas covered by the survey.

Comparing the satisfaction rating by major service area groups, it was found that more clients are either satisfied or very satisfied with the Metro Manila Outlets, which include the Pasig, Makati, Caloocan, Muntinlupa, and Pasay Census Serbilis Centers at 63 percent. On the other hand, the CRD Service Areas at East Avenue and Vibal, Quezon Avenue, which include the Application, Releasing, Endorsement, Party Waiting, and Travel Agency areas, got a rating of 58 percent.

Table 1. Net Satisfaction Rating and Volume of Transactions: March 2004 - June 2005

Net satisfaction rating between major service area groups, however, showed a wide disparity of about 13 percentage points. The Metro Manila Outlets got 59.6 percent while the CRD Service Areas only got 46.4 percent.

At the CRD Service Areas, the Releasing areas located at NSO in Vibal and at NSO East Avenue had the lowest net satisfaction rating of only +8.5 percent. The Application area had the highest at 78 percent.

Table 2. Net Satisfaction Rating at CRD Service Areas, June 2005

The number of clients served at the service counters within 30 minutes slightly increased to 37 percent in June 2005 from 36 percent in March 2005. This was still a decrease of 10 percentage points from 47 percent in December 2004. A year ago, about half of the clients of NSO (51%) were served within 30 minutes.

Queuing time by service areas revealed that among the CRD Service Areas, the Party Waiting area had the least number of clients served within 30 minutes with only 15 percent followed by Releasing Area with 30 percent. In March 2005, it was 33 and 32 percent, respectively. Except for the Application area, all other CRD service areas recorded a decrease in the number of clients served within 30 minutes.

Among the Metro Manila Outlets, Pasig CenSC only had four percent of its clients served within 30 minutes followed by Pasay CenSC with 5.2 percent. In March 2005, it was 10 and seven percent, respectively. All Metro Manila outlets had a decrease in the number of clients within 30 minutes, with the exception of the Muntinlupa Serbilis Center.

Three out of five (61%) of the respondents/clients were female; majority were within the 20-34 age bracket (66%); and with college education (61%). There were fewer respondents/clients who said they have work (48%) than those who are not working (52%). With the presence of the regional and provincial Census Serbilis outlets nationwide, 75 percent of the respondents/clients were Metro Manila residents while those from areas outside Metro Manila comprise 25 percent of the respondents/clients.

Passport and Embassy purposes combined remained as the dominant reasons for securing civil registry documents at 32 and 17 percent, respectively. About three percent of the respondents needed their documents for PRC examination. Other reasons include: for school enrolment (9%), for local employment (20%), and for SSS/GSIS (8%). Eighty-five percent of the total documents requested were for birth (68%) and marriage certificates (17%).