At HM Land Registry we closely monitor levels of customer satisfaction, primarily through our quarterly telephone survey of 300 business customers.
After two successive years of 98 per cent satisfaction, we recorded a fall to 94 per cent in 2014/15.
Two issues have been of particular significance to our customers according to the survey: our speed of service on new title registration applications and our new website on GOV.UK.
Our speed of service
As we’ve reported before, in 2014 our intakes were the highest they have been for more than seven years.
We’ve worked hard to maintain the quality of our work, but recognise that this has meant some applications are taking longer to process than before.
We are taking steps to speed up the processing of registration applications, including rebalancing work across our offices and recruiting new staff, but it is likely to be several months before the impact of these is felt.
Also, customers tell us that knowing more about the progress of their applications will help, so we are looking at ways of improving our communication on this.
We have also included a question about communication in our customer survey.
We will give more detail about everything we’re doing on this issue very soon.
Our website on GOV.UK
The impact of our website’s move to GOV.UK is still being felt six months after it happened. Currently, 78 per cent of customers are satisfied with it, down from 94 per cent before the move to GOV.UK.
Improvements are being made following customer feedback and we’ll be carrying out further research over the next couple of months. If you’d like to take part, please contact us at Customer&MarketInsight@landregistry.gov.uk
Satisfaction with our portal meanwhile stands at 95 per cent.
The methodology of our customer survey is under constant review, with our partner IPSOS Mori conducting face-to-face interviews with customers to ensure it’s capturing the right information on the most important issues.
IPSOS Mori analyses the results of the survey on our behalf.
Satisfaction is defined as the percentage of customers who rate a service as excellent, very good or good.