Clients were mostly impressed on the courteousness and knowledgeable
characteristics of CRS staff with NSR of +100.0%. Likewise, the outlet’s cleanliness,
well-ventilation, and availability of enough chairs were also highly commended with
+100.0% NSR.

Relative to the previous quarter’s rating of the CRS outlet, knowledgeable
employees had the highest improvement among the outlet’s key performance
indicators. It rose by 6.7 percentage points from +93.3% NSR. The availability of
enough seats in and outside of CRS outlet and the cleanliness of its restrooms
followed with an increase of 4.7 percentage points and 4.2 percentage points,
respectively.

Meanwhile, understanding the needs of clients was the least appealing from the
clients with NSR of +92.5%. Among the outlet’s key performance indicators, only this
indicator exhibited a decline of 0.8 percentage point from +93.3% NSR relative to the
previous quarter.

Client’s Acquisition of Civil Registry Documents

Birth Certificate was the most requested civil registry document as reported by
nearly three out of four or 74.6 percent of the total interviewed clients at the CRS
outlet. This was followed by Marriage Certificate (13.1 percent), Certificate of No
Marriage (11.5 percent), and Death Certificate (0.8 percent).

More than a quarter of total interviewed clients or 26.9 percent cited personal copy
as their main reason in securing civil registry documents. Other common reasons
indicated were school requirements (20.4 percent), local employment (11.1 percent),
passport / travel (8.3 percent), marriage (7.4 percent), and claim benefits / loan
(7.4 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, request using telephone
(8737-1111), and request through SM Business Center.