Civil Registration Service – Calapan Outlet Posted +96.2 Percent Net Satisfaction Rating for the Second Quarter of 2022

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Wednesday, July 6, 2022

06 July 2022 – CALAPAN CITY. The net satisfaction rating (NSR) of the Civil Registration Service (CRS) - Calapan Outlet posted +96.2% based on the results of the Customer Satisfaction Survey this Second Quarter of 2022. The current quarter’s rating was 1.9 percentage points lower than the previous quarter’s NSR of +98.1% and a 2.9 percentage point decline from its NSR in the same quarter of the previous year.

Figure 1. Clients’ Net Satisfaction Rating, CRS Calapan Outlet:
Second Quarter 2021 to Second Quarter 2022

Source: Statistical Operations and Coordination Division - Philippine Statistics Authority Regional Statistical
              Service Office MIMAROPA, Second Quarter 2022 Customer Satisfaction Survey

Clients were mostly impressed on the safety and cleanliness of the outlet, both of which got an NSR of +100.0%. Relative to previous quarter’s rating, said performance indicator posted a corresponding 4.7 percentage point improvement from +95.3% NSR and 1.9 percentage point improvement from +98.1% NSR.  Following these are comfortable / ventilated (NSR +98.1%), clean restrooms (NSR = +97.7%), availability of enough seats (NSR = +97.2%) and knowledgeable staff (NSR = +97.2%).  Meanwhile, the promptness of service appeared to be the least appealing from the clients with NSR of +88.7%, a decrease of 5.6 percentage points from its previous quarter’s NSR of +94.3%.

Client’s Acquisition of Civil Registry Documents

Birth Certificate was the most requested civil registry document as reported by 90.6 percent of the total interviewed clients at the CRS outlet. This was followed by Marriage Certificate (4.7 percent), Certificate of No Marriage (3.8 percent), and Death Certificate (0.9 percent).

Less than half of total interviewed clients or 47.7 percent cited school requirement as their main reason in securing civil registry documents. Other common reasons indicated were local employment (16.2 percent), personal copy (10.8 percent), claim benefits/loan (7.2 percent), and passport/travel (4.5 percent).

Securing a copy of civil registry documents through the Internet appeared as the most preferred alternative method other than the traditional face-to-face transaction in the
CRS outlet as cited by about nine out of ten interviewed clients. This was followed by walk-in requests via Local Civil Registrar Office.


Regional Director