The Land Registry has achieved its best ever customer satisfaction results. During the last three months of 2011/12 the customer satisfaction score for the Land Registry reached 99%, the highest in its history. This brings the overall yearly score to 97 per cent. The customer satisfaction survey is carried out independently by Ipsos Mori every quarter.
Customers report that the top three areas of strength of the Land Registry are:
– Speed and efficiency
– Customer service
– Trust in maintaining the integrity and accuracy of registers.
Annette Davies-Govett, Commercial and Customer Strategy Director at the Land Registry commented:
“Despite a great number of changes in Land Registry since the downturn of the property market, we have focused our efforts on customer engagement which is paying off.
“Although we are delighted with such an endorsement from our customers, we cannot be complacent. We know we still have room for improvement and will continue to listen to our customers to ensure we respond to their changing needs.”
Areas which the Land Registry are working on include giving customers more choice in how they conduct business with the Registry, by expanding the range of electronic products and services available.
The Land Registry website was redesigned in April 2012 to make navigation simpler for users. It is also planned that website user surveys will be conducted to understand what other improvements customers would like to see. As social media is being used more widely by customers the Land Registry is responding by engaging with people on platforms such as Yahoo Answers and Twitter.
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