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!