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The Land Registry has a dedicated Management and Customer
Services Division that is responsible for planning and coordinating
customer service.
Our established aims are:
- To ensure delivery of value-for-money
quality services to customers;
- To reach out to customers and make
the Land Registry readily accessible;
- To keep existing and prospective customers
well informed of the Land Registry services,
activities and/or changes affecting them;
- To anticipate and understand customer
needs and expectations;
- To ensure prompt and positive action
to satisfy customers; and
- To promote a business-friendly Land
Registry.
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In 2002/03, the Customer Service Manager received over 18,400
commendations, enquiries, suggestions and complaints from our
customers.
| Number of Commendations, Enquiries, Suggestionsand
Complaints Received in 2002/03 |
| Commendations |
81 |
| Enquiries |
18,287 |
| Suggestions |
11 |
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Complaints |
22 |
Every appreciation we received from our customers was passed
on to the staff concerned. Enquiries, suggestions and complaints
were recorded and analysed to facilitate continuous improvement
to our services.
Our achievements in providing quality customer service were
recognised in the Outstanding Customer Service Award 2002/03
organised by the Civil Service Bureau in which the Land Registry
was awarded the Grand Prize, Quality Award, Cost-effectiveness
Award and Improvement Award in the small group category (departments
with less than 1,000 staff). A Customer Satisfaction Survey
by an independent consultant commenced in November 2002. Over
93% of our customers were satisfied with our counter services
while 73% were satisfied with our Direct Access Services and
85% were satisfied with our hotline services. Their recognition
has given us greater incentive to do our very best to serve
in the years ahead. To further improve the customer satisfaction
level, an action plan on the recommendations was established
for the management to take forward.
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