Seven out of ten NSO clients in NCR are satisfied
In September 2007, customer satisfaction rating improved by about 15 percentage points to 65.5 percent from 50.4 percent in June 2007. Satisfaction rating in March 2007 was at 58.8 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 also improved by 22.6 percentage points to 59.4 percent in September 2007 from 36.8 percent in June 2007. It was 52 percent in September 2006.
There were 630,494 transactions served nationwide in September 2007 and 46 percent of these or 290,137 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 (65.6%) were either satisfied or very satisfied with its civil registry services than the CRD Service Areas where only about 61 percent of its clients reported as being satisfied or very satisfied.
Table 1. Net Satisfaction Rating and Volume of Transactions: September 2005 to September 2007
| CSS Survey Round | Net Satisfaction Rating | Total Volume (NCR) |
| Sep 2005 | +63.0 | 287,201 |
| Dec 2005 | +74.4 | 206,566 |
| Mar 2006 | +51.1 | 365,869 |
| Jun 2006 | +55.8 | 310,296 |
| Sep 2006 | +52.0 | 254,641 |
| Dec 2006 | +68.9 | 198,305 |
| Mar 2007 | +48.1 | 366,029 |
| Jun 2007 | +36.8 | 318,466 |
| Sep 2007 | +59.4 | 290,137 |
QUEUEING TIME
The number of clients who reported to have been served within 30 minutes increased by 10 percentage points to 36 percent in September 2007 from 26 percent in June 2007.
Except for Pasig and Pasay Outlet, all services areas covered by the survey experienced increases in the proportion of clients who reported to have been served within 30 minutes during this CSS round. The three highest increases were observed at the Makati Outlet (29%), Muntinlupa Outlet (23%), and Party Waiting Area (11.4%). On the other hand, the proportion of clients served within 30 minutes in Pasig and Pasay outlets both decreased by 6 percent to 32 percent and 11 percent, respectively
CLIENTS' PROFILE
Six out of ten (62%) of the respondents/clients were female; majority were within the 20-34 age group (56%); and with college education (65%). One in every two respondents/clients reported to have work (50%). There were about 33 percent of the respondents/clients of Metro Manila outlets who resided outside Metro Manila. About 67 percent of the respondents/clients were Metro Manila residents.
Fifty-four percent of the respondents secured their civil registry documents for travel purposes (Passport - 34% and Embassy - 20%). Other reasons given were for: local employment (15%), school (10%), and GSIS/SSS (8%). Sixty-five percent of the respondents requested for birth certificate while 21 percent of them requested for marriage certificate.
Table 2. Distribution of clients' purpose for requesting civil registry documents: September 2007
| Purpose | Percent |
| Passport | 34 |
| Embassy | 20 |
| School | 10 |
| Local Employment | 15 |
| GSIS/SSS | 8 |
| BIR | 1 |
| Baptism | 1 |
| Exam/PRC | 2 |
| Marriage | 3 |
| Others | 5 |
| Total | 100 |
Table 3. Distribution of Type of document requested: September 2007
| Type | Percent |
| Birth | 65 |
| Marriage | 21 |
| Death | 4 |
| CENOMAR | 5 |
| PreWar | 1 |
| Authentication | 4 |
| Total | 100 |