Customer satisfaction success

Land Registry has achieved its best ever customer satisfaction results.

During the last three months of 2011/12 our customer satisfaction score reached 99 per cent, the highest in our history, giving us an overall yearly score of 97 per cent.

Our top three areas of strength according to customers are:

speed and efficiency
customer service
trust in maintaining the integrity and accuracy of registers.

Annette Davies-Govett, Commercial & Customer Strategy Director, said:

"Despite a great number of changes in Land Registry since the downturn in 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 we are working on improving include giving our customers more choice in how they conduct business with us – for example, by expanding our range of electronic products and services.

We redesigned our website in April 2012 to make navigation simpler for users and will be conducting website user surveys to understand what other improvements our customers would like. Our customers are using social media more widely so we are now proactively engaging with people on various digital platforms such as Twitter and Yahoo Answers.

Our customer satisfaction survey is run independently by Ipsos Mori every quarter, providing 1,200 responses from our business customers over the year.