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Release Date :
Reference Number :
2007 - 1

 

Three out of five NSO clients in NCR are satisfied 

Customer satisfaction rating in March 2007 dropped by 15 percentage points to 58.8 percent from 73.8 percent in December 2006. It was 62 percent in September 2006. This rating is slightly lower than a year ago in March 2006 at 60.2 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 dropped by about 21 percentage points to 48.1 percent in March 2007 from 68.8 percent in December 2006. There were 767,894 transactions served nationwide in March 2007. About half (48%) of these or 366,029 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).

Given the data from March 2005 to March 2007, it was observed that the increases in the satisfaction rating coincide with decreases in the volume of transactions especially during December.

The CRD Service outlets performed better as more of its clients (53%) were either satisfied or very satisfied with its civil registry services than the other Metro Manila Outlets where only 46 percent of its clients reported as being satisfied or very satisfied.

The number of clients who reported to have been served within 30 minutes dropped by 33 percentage points to 28 percent from 61 percent in December 2006. It was also 9 percentage points lower than a year ago in March 2006 when 37 percent of the clients were served within 30 minutes.

All areas covered by the survey experienced decreases in the number of clients who reported to have been served within 30 minutes during this CSS round. The three biggest decreases were observed at the Party Waiting (58%) and Application (48%) areas and at the Caloocan outlet (44%). 

Almost half (49%) of the clients at Releasing Area were served within 30 minutes, in contrast, only 11 percent, 4 percent, and 2 percent of the clients reported to have been served within 30 minutes at the Party Waiting area, Caloocan, and Pasay Serbilis outlets, respectively.

Six out of ten (63%) of the respondents/clients were female; about half of them were within the 20-34 age group (53%); and with college education (63%). One in every two respondents/clients said they have no work (52%). About 57 percent of the respondents/clients were Metro Manila residents.

Forty percent of the respondents secured their civil registry documents for travel purposes. Other reasons given were for: school (19%), local employment (14%), and GSIS/SSS purposes (9%). Sixty-five percent of the respondents requested for birth certificates while 20 percent of them requested for marriage certificate.

Table 1. Distribution of clients' purpose for requesting civil registry documents: March 2007

  Purpose      Percent   
Passport 25
Embassy 15
School 19
Local Employment 14
GSIS/SSS 9
BIR 1
Baptism 1
Exam/PRC 3
Marriage 5
Others 8
Total 100

Table 2. Distribution of Type of document requested: March 2007

  Type      Percent   
Birth 65
Marriage 20
Death 3
CENOMAR 5
PreWar 0
Authentication 6
Total 100

 

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