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CLIENT SATISFACTION SURVEY
SURVEY PERIOD
The Survey was conducted from January 11 to February 10, 2012
RESPONSE RATE
The Survey was able to generate a total of 763 respondents firms
around the country. Out of these, 86 responses were received through
online, 38 through email, 91 via fax and 548 responses were received
via mail.
SURVEY
RESULTS
REGIONS NEW RENEWAL TOTAL
REGION 1 0 0
REGION 2 3 3
REGION 3 3 7 10
REGION 4A 3 41 44
REGION 4B 3 3
REGION 5 12 185 197
REGION 6 3 58 61
REGION 7 18 122 140
REGION 8 2 2
REGION 9 0
REGION 10 8 48 56
REGION 11 4 24 28
REGION 12 30 30
CARAGA 13 2 25 27
CAR 6 74 80
NCR 3 79 82
TOTAL 62 701 763
TABLE 1
No. of Respondents by Region
A total of 763 respondents
participated in the survey.
Bulk of these respondents
came from Regions 5, 7,
NCR, CAR and 10. Other
respondents came from
Regions 2, 3, 4A, 4B, 6, 8, 11,
12, and CARAGA.
Additional 87accomplished
questionnaires from Regions
5, 6 and 9 were submitted to
the NCC but failed to meet
the cut-off deadline. No
responses were received
from Regions 1 and ARMM.
8%
92%
New
Renew
TABLE 2
No. of Respondents Applying
for Business Permits
New/Renewal No. of
Respondents %
New 62 8
Renewal 701 92
Total 763 100
Majority or 92 % (701) have filed for the renewal of permits while 8% or (62) have filed for
new permits.
A total of 185 LGUs are covered in the survey 72 of which are reported to have already
streamlined their BPLS. The remaining 113 may be in the various stages of streamlining
efforts.
DESIGNATION NEW RENEW TOTAL %
Owner 41 306 347 45
Owner/
Manager 8 137 145 19
Employee/
Manager 2 101 103 14
Employee/
Staff 9 127 136 18
Others 2 30 32 4
Total 62 701 763 100
45%
19%
14%
18%
5%
Owner
Owner/Manager
Employee/Manager
Employee/Staff
Others
TABLE3
Respondents by Designation (New/Renewal)
Forty-five percent (45%) of the respondents are owners while 19% are owner
managers. The rest are either employee/manager and employee staff. This
profile holds true for those who renewed their business permits. Those who
applied for new permits are either owners or employees.
NATURE OF
BUSINESS NEW RENEW TOTAL %
Agriculture 6 38 44 6
Services 33 283 316 41
Mining &
Quarrying 0 7 7 1
Manufacturing,
Construction,
Real Estate
Dev't.
1 72 73 9
Wholesale &
Retail Trade 22 285 307 40
Others 16 16 3
Total 62 701 763 100
6%
41%
1%
9%
40%
3%
Agriculture
Services
Mining & Quarrying
Manufacturing, Contruction, real estate Dev't.
Wholesale & Retail Trade
Others
TABLE 4
Respondents by Nature of Business
(New/Renewal)
Bulk of the respondents are engaged in services, such as transportation, communication,
rentals, food and restaurants (41%) and wholesale and retail trade (40%). Manufacturing
accounts for (9%), while Agriculture (6%), and Mining (1%). Businesses who filed for
renewal are also mostly engaged in Wholesale and Retail Trade, while bulk of those who
filed for new permit are engaged in services.
CLASSIFICATION NEW RENEW TOTAL %
Single
Proprietorship 57 529 586 77
Corporation 2 153 155 20
Partnership 2 13 15 2
Cooperative 7 7 1
Total 62 701 763 100
77%
20%
2% 1%
Single Proprietorship
Corporation
Partnership
Cooperative
TABLE 5
Respondents by Business Classification
(New/Renewal)
Majority (77%) are single proprietors followed by corporations (20%) and 2% accounts for
partnership. This profile holds true for those who renewed their permits. For those who
filed new permits, majority are single proprietors.
OWNERSHIP NEW RENEW TOTAL %
Filipino 62 666 728 95
Joint
Venture 0 19 19 3
Foreign 0 16 16 2
Total 62 701 763 100
95%
3% 2%
Filipino
Joint Venture (Filipino-Foreign)
Foreign
TABLE 6
Respondents by Type of Ownership
(New/Renewal )
95% of the respondents are Filipino owned, 3% are joint venture while 2% are foreign. 95%
of those who filed for renewal of permits are Filipino owned while 100% of those who filed
for new permits are Filipino.
BUSINESS
SIZE NEW RENEW TOTAL %
Micro 43 394 437 57
Small 14 144 158 21
Medium 3 87 90 12
Large 2 76 78 10
Total 62 701 763 100
57% 21%
12%
10%
Micro Small
Medium Large
TABLE 7
Respondents by Size of Business
(New/Renewal )
More than half of the respondents (57%) are micro enterprises, 21% are small, 12%
medium and 10% large. Again, majority of those who filed for renewal and new permits
are micro enterprises. Similarly, this reflects the national profile of establishments as
reported in the 2010 List of Establishments of the National Statistics Office, where micro
enterprises account for 91% of total establishments, followed by small enterprises.
YEARS NEW RENEW TOTAL %
0-11Months 42 37 79 10
1-5 Years 14 252 266 35
6-10Years 4 260 264 34
11 Years &
above 2 152 154 21
Total 62 701 763 100
10%
35%
34%
21%
0-11 months 1-5 Years
6-10 Years 11years & above
TABLE 8
Respondents by Length of Business
(New/Renewal )
35% reported that they have been in their business for 1 to 5 years, 34% 6 to 10 years,
21% 11 years and above, and 10% with barely a year of operation. Majority of those who
renewed their business permits have been in operation from 1 to 10 years.
Surprisingly, 14 of the 62 establishments who applied for new business permits have
been operating from 1 to 5 years, 4 operating from 6 to 10 years, and another 2 operating
for more than 10 years.
TIME NEW RENEW TOTAL %
<10mins. 1 3 4 1
11-30mins. 6 41 47 6
31-60mins. 2 17 19 2
1-2 hours 9 50 59 8
Within a day 15 183 198 26
2-3 Days 15 192 207 27
4-5 Days 9 120 129 17
Others 5 95 100 13
Total 62 701 763 100
TABLE 9
Respondents by Length of Time
(New/Renewal )
1%
6% 2%
8%
26%
27%
17%
13%
<10 mins. 11-30 mins.
31-60 mins. 1-2 hours
within a day 2-3 days
4-5 days Others
27% of the total respondents reported that they were able to acquire their business permits
within 2 to 3 days, 26% within a day, 17% for 4 to 5 days, 13% for more than 5 days. 16%
reported that they were able to get their business permits within 10 minutes to 2 hours.
For both new and renewal, majority reported that they were able to get their permits within
1 to 3 days.
NO. OF STEPS/
PROCEDURES NEW RENEW TOTAL %
1 step/procedure 1 23 24 3
2 steps/procedures 3 26 29 4
3 steps/procedures 7 88 95 12
4 steps/procedures 17 128 145 19
5 steps/procedures 12 132 144 19
6 steps/procedures
or more 22 304 326 43
Total 62 701 763 100
3% 4%
12%
19%
19%
43%
1 step/procedure
2 steps/procedures
3 steps/procedures
4 steps/procedures
5 steps/procedures
6 steps/procedures or more
TABLE 10
Number of Steps
(New/Renewal )
A total of 43% reported that they underwent 6 steps or more to acquire business permits.
38% from 4 to 5 steps, 12% 3 steps, 4% 2 steps, and 3% 1 step. Majority of the
respondents for both new and renewal also reported to have undergone 6 steps or more
in getting their business permits.
NO. OF
SIGNATORIES NEW RENEW TOTAL %
1 signatory 12 89 101 13
2 signatories 21 160 181 24
3 signatories 5 91 96 13
4 signatories or
more 24 361 385 50
Total 62 701 763 100
13%
24%
13%
50%
1 signatory
2 signatories
3 signatories
4 signatories or more
TABLE 11
Number of Signatories
(New/Renewal )
Half of the total respondents reported that it took them 4 or more signatories to approve
their business permits. 37% reported that it took them only 1 to 2 signatories for
approval, while 13% for 3 signatories.
FORMS
USED NEW RENEW TOTAL %
1 Form 37 343 380 50
2 Forms 11 135 146 19
3 Forms
or More 14 223 237 31
Total 62 701 763 100
50%
19%
31%
1 Form
2 Forms
3 Forms or more
TABLE 12
Number of Forms
(New/Renewal )
Half of the total respondents reported that they were required to use 1 form in applying for
new and renewal of business permits. 31% were required to use 3 forms or more and 19%
2 forms.
FEES
PAID NEW RENEW TOTAL %
Yes 61 678 739 97
No 1 23 24 3
Total 62 701 763 100
97%
3%
Yes No
TABLE 13
Fees Paid
(New/Renewal )
97% of the respondents reported that they paid fees to acquire their business permits,
while 3% did not pay but were able to get permit. This profile holds true for those who
applied for new and renewal of permits.
Price New Renew Total %
Less than P500.00 4 14 18 2
P501.00-1,000.00 8 28 36 5
P1,001.00-5,000.00 37 216 253 33
P5,001.00-10,000.00 7 157 164 22
Above P10,000.00 5 263 268 35
N/A* 1 23 24 3
Total 62 701 763 100
2%
5%
34%
22%
37%
Less than P500.00
P501.00-1,000.00
P1,001.00-5,000.00
P5,001.00-10,000.00
Above P10,000.00
TABLE 14
Respondents by Cost of Fees
(New/Renewal)
35% reported that they paid more than P10,000.00, 33% paid P1,001.00 to P5,000.00, while
22% paid P5,001.00 to P10,000.
* N/A – Respondents who did not pay fees
ISSUED
RECEIPT NEW RENEW TOTAL %
Yes 60 669 729 96
No 1 9 10 1
N/A* 1 23 24 3
Total 62 701 763 100
99%
1%
Yes No
TABLE 15
Respondents Issued Receipts or Not
(New/Renewal)
Majority of the total respondents reported that they were issued receipts. However, 10
respondents from Regions 4A, 5 and CARAGA reported that they were not issued
receipts.
* N/A – Respondents who did not pay fees
FACILITATION NEW RENEW TOTAL %
Yes 6 51 57 7
No 56 650 706 93
Total 62 701 763 100
7%
93%
Yes No
TABLE 16
Respondents by Facilitation Fees
(New/Renewal)
93% reported that they did not pay facilitation fees/grease money in order to secure
their business permits. However, 57 respondents from Regions 2, 4A & B, 5, 6, 7, 10, 11,
CAR, CARAGA & NCR paid facilitation fees to process their business permits.
Rank 1 only New Renew Total %
1. Reduce number of steps
and procedures 23 240 263 34
2. Reduce Transaction
Time 10 81 91 12
3. Publish/Post list of
Requirements 8 99 107 14
4. Publish/Post cost of fees
and taxes 7 58 65 9
5. Improve information
dissemination about
process and
requirements
6 85 91 12
6. Establish online
application and payment
systems
8 138 146 19
Total 62 701 763 100
34%
12% 14%
9%
12%
19%
1. Reduce number of steps and procedures
2. Reduce Transaction Time
3. Publish/Post list of Requirements
4. Publish/Post cost of fees and taxes
5. Improve information dissemination about process and requirements 6. Establish online aplication and payment systems
TABLE 17
Respondents by Areas for Improvement
(New/Renewal)
Based on the responses, the following, by order of priority, should be undertaken to improve BPLS:
1. Reduce number of steps and procedures (263)
4. Publish/Post cost of fees and taxes (220)
2. Reduce transaction time (208)
5. Improve information dissemination about process and
requirements (270)
3. Publish/Post list of requirements (208) 6. Establish online application and payment systems (379)
PERFORMANCE NEW RENEW TOTAL %
1. Extremely
Dissatisfied 1 8 9 1
2. Dissatisfied 2 21 23 3
3. Somewhat
Dissatisfied 2 33 35 5
4. Somewhat
Satisfied 12 177 189 25
5. Satisfied 41 421 462 60
6. Extremely
Satisfied 4 41 45 6
Total 62 701 763 100
1% 3%
5%
25%
60%
6%
Extremely Dissatisfied
Dissatisfied
Somewhat Dissatisfied
Somewhat Satisfied
Satisfied
Extremely Satisfied
TABLE 18
Respondents Overall Performance
(New/Renewal)
Sixty percent of the total respondents reported that they are satisfied with their BPLS in
their respective LGUs, 25% are somewhat satisfied, 5% are somewhat dissatisfied and 3%
are dissatisfied.
THANK YOU!