Customer Satisfaction Surveys
September 2011
Customer satisfaction with Land Registry has reached its highest level in more than two years.
The latest survey of business customers shows that 96 per cent rate our overall service as good, very good or excellent.
This is 1 per cent higher than our target of 95 per cent as well as the best rating since May 2009.
The most impressive aspects of Land Registry’s service for the survey respondents were speed and efficiency of service, with helpfulness second.
They also valued personal service and dedicated customer teams, with comments such as: “We have a good rapport with the people we are dealing with on a regular basis – you get to know how each other work.”
The survey also showed:
- the value for money rating was unchanged at 84 per cent
- 88 per cent of respondents feel that Land Registry demonstrates the level of knowledge and expertise expected by its customers
- 83 per cent trust Land Registry to ensure the integrity and accuracy of the registers
- high ratings (‘good’, ‘very good’ or ‘excellent’) for core business transactions such as requesting searches and official copies (96 per cent), submitting registrations (95 per cent) and requesting information or guidance (90 per cent).
The rigidity of Land Registry’s processes and procedures (41 per cent) and the complexity of dealing with Land Registry (33 per cent) were respondents’ biggest concerns.
Land Registry is addressing these concerns by assigning customer teams to deal with all of a customer’s business, rather than customers having to deal with different offices depending on the geographical location of the property in question. Having a customer team gives a customer the ability to build up a relationship with that team and makes the process less complicated.
Our staff are also increasingly phoning customers to discuss problems with applications rather than sending them back if they contain inaccuracies or lack the required information.
A total of 300 respondents, including 183 solicitors and conveyancers along with 117 non-solicitors, were interviewed over the telephone in July. Land Registry conducts a customer satisfaction survey with business customers every quarter.
You can download the full sets of survey results in PDF format.
Customer Satisfaction Survey 2011 (September 2011 - Wave 2) (835 kb)
Customer Satisfaction Survey 2011 (July 2011 - Wave 1) (530 kb)
