The survey received 763 responses from businesses around the country regarding their experience with acquiring business permits. The majority of respondents were from Regions 5, 7, NCR, CAR and 10. Most respondents applied to renew their permits rather than for new permits. Over 90% of respondents were from micro or small businesses and over 95% were Filipino owned. Most respondents reported it took between 1 to 5 days to acquire their permits and that the process required 6 or more steps and signatories. While most paid fees between PHP 1,001 to PHP 10,000, 7% paid facilitation fees. Overall, the survey found that while the process takes several days for most, some areas still require facilitation fees to acquire permits.

1. CLIENT SATISFACTION SURVEY

2. 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.

3. SURVEY
RESULTS

4. TABLE 1
No. of Respondents by Region
REGIONS NEW RENEWAL TOTAL
REGION 1 0 0
A total of 763 respondents
REGION 2 3 3
participated in the survey.
REGION 3 3 7 10 Bulk of these respondents
REGION 4A 3 41 44 came from Regions 5, 7,
REGION 4B 3 3 NCR, CAR and 10. Other
REGION 5 12 185 197 respondents came from
REGION 6 3 58 61 Regions 2, 3, 4A, 4B, 6, 8, 11,
12, and CARAGA.
REGION 7 18 122 140
REGION 8 2 2 Additional 87accomplished
REGION 9 0 questionnaires from Regions
REGION 10 8 48 56 5, 6 and 9 were submitted to
REGION 11 4 24 28 the NCC but failed to meet
the cut-off deadline. No
REGION 12 30 30
responses were received
CARAGA 13 2 25 27 from Regions 1 and ARMM.
CAR 6 74 80
NCR 3 79 82
TOTAL 62 701 763

5. TABLE 2
No. of Respondents Applying 8%
for Business Permits
No. of
New/Renewal %
Respondents
New 62 8
92%
Renewal 701 92
New
Total 763 100 Renew
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.

6. TABLE3
5%
Respondents by Designation
(New/Renewal) 18%
DESIGNATION NEW RENEW TOTAL % 45%
Owner 41 306 347 45 14%
Owner/
8 137 145 19
Manager
Employee/ 19%
2 101 103 14
Manager
Owner
Employee/ Owner/Manager
9 127 136 18
Staff Employee/Manager
Others 2 30 32 4 Employee/Staff
Total 62 701 763 100 Others
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.

7. TABLE 4 6%
Respondents by Nature of Business 3%
(New/Renewal)
NATURE OF
NEW RENEW TOTAL % 40%
BUSINESS
Agriculture 6 38 44 6 41%
Services 33 283 316 41
Mining &
0 7 7 1
Quarrying
Manufacturing, 9%
Construction, Agriculture 1%
1 72 73 9
Real Estate Services
Dev't.
Mining & Quarrying
Wholesale &
22 285 307 40 Manufacturing, Contruction, real estate Dev't.
Retail Trade
Others 16 16 3 Wholesale & Retail Trade
Total 62 701 763 100 Others
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.

8. 2% 1%
TABLE 5
Respondents by Business Classification 20%
(New/Renewal)
CLASSIFICATION NEW RENEW TOTAL %
Single
57 529 586 77 77%
Proprietorship
Corporation 2 153 155 20
Partnership 2 13 15 2 Single Proprietorship
Corporation
Cooperative 7 7 1 Partnership
Cooperative
Total 62 701 763 100
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.

9. 3% 2%
TABLE 6
Respondents by Type of Ownership
(New/Renewal )
OWNERSHIP NEW RENEW TOTAL %
Filipino 62 666 728 95
Joint 95%
0 19 19 3
Venture
Foreign 0 16 16 2 Filipino
Joint Venture (Filipino-Foreign)
Total 62 701 763 100 Foreign
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.

10. TABLE 7
Respondents by Size of Business 10%
(New/Renewal )
BUSINESS 12%
NEW RENEW TOTAL %
SIZE
Micro 43 394 437 57
57%
21%
Small 14 144 158 21
Medium 3 87 90 12
Large 2 76 78 10 Micro Small
Medium Large
Total 62 701 763 100
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.

11. TABLE 8
Respondents by Length of Business 10%
(New/Renewal ) 21%
YEARS NEW RENEW TOTAL %
0-11Months 42 37 79 10
35%
1-5 Years 14 252 266 35
6-10Years 4 260 264 34 34%
11 Years &
2 152 154 21
above
0-11 months 1-5 Years
Total 62 701 763 100 6-10 Years 11years & above
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.

12. TABLE 9 1%
2%
Respondents by Length of Time 13%
6%
(New/Renewal ) 8%
TIME NEW RENEW TOTAL %
17%
<10mins. 1 3 4 1
11-30mins. 6 41 47 6 26%
31-60mins. 2 17 19 2
1-2 hours 9 50 59 8 27%
Within a day 15 183 198 26
2-3 Days 15 192 207 27 <10 mins. 11-30 mins.
4-5 Days 9 120 129 17 31-60 mins. 1-2 hours
Others 5 95 100 13 within a day 2-3 days
4-5 days Others
Total 62 701 763 100
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.

13. 3% 4%
TABLE 10
Number of Steps 12%
(New/Renewal )
43%
NO. OF STEPS/
PROCEDURES
NEW RENEW TOTAL %
19%
1 step/procedure 1 23 24 3
2 steps/procedures 3 26 29 4
3 steps/procedures 7 88 95 12 19%
4 steps/procedures 17 128 145 19 1 step/procedure
2 steps/procedures
5 steps/procedures 12 132 144 19
3 steps/procedures
6 steps/procedures
or more
22 304 326 43 4 steps/procedures
5 steps/procedures
Total 62 701 763 100
6 steps/procedures or more
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.

14. TABLE 11 13%
Number of Signatories
(New/Renewal )
NO. OF
NEW RENEW TOTAL %
SIGNATORIES 24%
50%
1 signatory 12 89 101 13
2 signatories 21 160 181 24 13%
3 signatories 5 91 96 13 1 signatory
2 signatories
4 signatories or 3 signatories
24 361 385 50
more 4 signatories or more
Total 62 701 763 100
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.

15. TABLE 12
Number of Forms 31%
(New/Renewal )
50%
FORMS
NEW RENEW TOTAL %
USED
1 Form 37 343 380 50
19%
2 Forms 11 135 146 19
1 Form
3 Forms
14 223 237 31 2 Forms
or More
3 Forms or more
Total 62 701 763 100
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.

16. TABLE 13
Fees Paid 3%
(New/Renewal )
FEES
NEW RENEW TOTAL %
PAID
Yes 61 678 739 97
No 1 23 24 3
97%
Total 62 701 763 100
Yes No
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.

17. TABLE 14 2%
Respondents by Cost of Fees 5%
(New/Renewal)
Price New Renew Total % 37%
Less than P500.00 4 14 18 2
34%
P501.00-1,000.00 8 28 36 5
P1,001.00-5,000.00 37 216 253 33
22%
P5,001.00-10,000.00 7 157 164 22
Less than P500.00
Above P10,000.00 5 263 268 35 P501.00-1,000.00
P1,001.00-5,000.00
N/A* 1 23 24 3
P5,001.00-10,000.00
Total 62 701 763 100 Above P10,000.00
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

18. TABLE 15 1%
Respondents Issued Receipts or Not
(New/Renewal)
ISSUED
NEW RENEW TOTAL %
RECEIPT
Yes 60 669 729 96
No 1 9 10 1
99%
N/A* 1 23 24 3
Total 62 701 763 100 Yes No
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

19. 7%
TABLE 16
Respondents by Facilitation Fees
(New/Renewal)
FACILITATION NEW RENEW TOTAL %
Yes 6 51 57 7
93%
No 56 650 706 93
Yes No
Total 62 701 763 100
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.

20. TABLE 17
Respondents by Areas for Improvement 19%
(New/Renewal)
Rank 1 only New Renew Total % 34%
1. Reduce number of steps
23 240 263 34
and procedures 12%
2. Reduce Transaction
10 81 91 12
Time
3. Publish/Post list of 9%
8 99 107 14
Requirements 12%
4. Publish/Post cost of fees 14%
7 58 65 9
and taxes 1. Reduce number of steps and procedures
5. Improve information
dissemination about 2. Reduce Transaction Time
6 85 91 12
process and 3. Publish/Post list of Requirements
requirements
6. Establish online 4. Publish/Post cost of fees and taxes
application and payment 8 138 146 19 5. Improve information dissemination about
systems process and requirements
6. Establish online aplication and payment
Total 62 701 763 100
systems
Based on the responses, the following, by order of priority, should be undertaken to improve BPLS:
1. Reduce number of steps and 4. Publish/Post cost of fees and taxes (220)
procedures (263)
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)

21. 1% 3%
TABLE 18 6%
5%
Respondents Overall Performance
(New/Renewal)
PERFORMANCE NEW RENEW TOTAL % 25%
1. Extremely
1 8 9 1
Dissatisfied
2. Dissatisfied 2 21 23 3
60%
3. Somewhat
2 33 35 5
Dissatisfied
4. Somewhat
12 177 189 25
Satisfied Extremely Dissatisfied
Dissatisfied
5. Satisfied 41 421 462 60
Somewhat Dissatisfied
6. Extremely
4 41 45 6 Somewhat Satisfied
Satisfied
Satisfied
Total 62 701 763 100
Extremely Satisfied
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.

22. THANK YOU!