Half of NSO clients in NCR are satisfied 

Customer satisfaction rating in June 2007 continued to drop by 8 percentage points to 50.4 percent from 58.8 percent in March 2007. Satisfaction rating in December 2006 was at 73.8 percent. It was the lowest rating for NSO's frontline services in three years. 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 dropped by 11 percentage points to 36.8 percent in June 2007 from 48.1 percent in March 2007. It was 68.9 percent in December 2006.

There were 708,394 transactions served nationwide in June 2007 and 45 percent of these or 318,466 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 (55%) were either satisfied or very satisfied with its civil registry services than the CRD Service Areas where only 42 percent of its clients reported as being satisfied or very satisfied.

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

QUEUEING TIME

The number of clients who reported to have been served within 30 minutes dropped by 2 percentage points to 26 percent in June from 28 percent in March 2007. In December 2006, 61 percent were served within 30 minutes. It was the lowest number of clients served within 30 minutes in three years.

Half of the all areas covered by the survey experienced decreases in the proportion of clients who reported to have been served within 30 minutes during this CSS round. The three highest decreases were observed at the Muntinlupa Outlet (14.5%), Application Area (11.4%), and Makati Outlet (9.7%). On the other hand, Travel Agency service area had the biggest increase in the proportion of clients served within 30 minutes (27.8%) followed by Pasay Outlet (14.8%). 

CLIENTS' PROFILE

Six out of ten (63%) of the respondents/clients were female; majority were within the 20-34 age group (56%); and with college education (66%). One in every two respondents/clients reported to have work (52%). Even with the presence of the regional and provincial Census Serbilis outlets nationwide, there were about 36 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila. About 64 percent of the respondents/clients were Metro Manila residents.

Forty percent of the respondents secured their civil registry documents for travel purposes (Passport - 32% and Embassy - 8%). Other reasons given were for: school (14%), local employment (19%), and GSIS/SSS (12%). Sixty-two percent of the respondents requested for birth certificate while 20 percent of them requested for marriage certificate.

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

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