The overall NSR among male clients during the second quarter of 2023 was at +95.8
percent. Rating given by female clients was lower at +94.7 percent NSR. Relative to the
previous quarter, the overall satisfaction among male and female clients posted a decline by
4.2 percentage points and 5.3 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 4.2 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 its clean surroundings (NSR = +97.0%). This was closely followed by
the availability of enough chairs (NSR = +96.2%), well-ventilation and comfort
(NSR = +95.2%), clear, simple and easy to follow transaction procedures
(NSR = +95.2%), and neatness of physical appearance of personnel (NSR =
+95.2%). Meanwhile, prompt service was the least appealing from the clients at
+87.7 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 71.6 percent of the total interviewed clients at the
CRS outlet. This was followed by Certificate of No Marriage (18.6%), Marriage
Certificate (8.8%), and Death Certificate (1.0%).

More than three in every ten total interviewed clients or 30.2 percent cited school
requirements as their main reason in securing civil registry documents. Other
common reasons indicated were local employment (28.3%), personal copy (12.3%),
marriage (8.5%), and passport / travel (7.5%).

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 as cited by more than three in every four or 78.4 percent of interviewed
clients with familiarity on alternative ways in getting documents. This was followed by
walk-in requests via Local Civil Registrar Office, through SM Business Center, and
using telephone (8737-1111).