The overall NSR among male clients during the third quarter of 2023 was at +95.6 percent.
Rating given by female clients was lower at +90.2 percent NSR. Relative to the previous
quarter, the overall satisfaction among male and female clients posted a decline by
0.9 percentage point and 5.6 percentage points, respectively. Likewise, a decrease in the
overall satisfaction was also noted with respect to the second quarter of the previous year where NSR among males had 3.1 percentage points decrease, and NSR among female
clients had a minimal 0.1 percentage point decrease.

Among all performance indicators of CRS Calapan Outlet, clients were mostly
impressed with the knowledgeable staff and clean surroundings each with NSR of
+98.1% percent. This was closely followed by well-groomed staff (NSR = +97.2%),
well-ventilation and comfort (NSR = +97.1%), courteous staff (NSR = +96.2%), and
safety within the outlet’s premises (NSR = +96.2%). Meanwhile, prompt service was
the least appealing from the clients at +75.5 percent NSR.

Client’s Acquisition of Civil Registry Documents

Birth Certificate was the most requested civil registry document as reported by
more than seven out of ten or 70.2 percent of the total interviewed clients at the
CRS outlet. This was followed by Certificate of No Marriage (17.4%), Marriage
Certificate (10.7%), and Death Certificate (1.7%).

Nearly two in every five of the interviewed clients or 39.8 percent cited local
employment as their main reason in securing civil registry documents. Other
common reasons indicated were school requirements (19.4%), claim benefits / loan
(14.8%), passport / travel (8.3%), and overseas employment (6.5%).

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 was the response by clients who were aware and obtained such
documents. This was followed by walk-in requests via Local Civil Registrar Office,
through SM Business Center, and using telephone (8737-1111).