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Customer Satisfaction Survey

Land Registry Customer Satisfaction Survey 2018

With a view to gauging the level of customer satisfaction with the Land Registry’s services and to collect customers’ feedback for continuous improvements, we commissioned a consultant to conduct a customer satisfaction survey during November to December 2018. The whole survey comprised telephone survey, field survey and self-completion survey which questionnaires were sent to customers either via email (online version) or by post (printed version). Besides, an online questionnaire was made available on our departmental website (www.landreg.gov.hk) and our IRIS Online Services website (www.iris.gov.hk) for completion.

 

Overall Satisfaction Level

The overall satisfaction level (counting ratings of ‘Very Satisfied’ and ‘Quite Satisfied’ only) of our services, including overall satisfaction on services at Customer Centre/ New Territories Search Offices, Deeds Lodgement Services, Counter Search Services, IRIS Online Services and Customer Service Hotline, is 89.4%.

Overall Satisfaction Level - Satisfied 89.4%, Average 10.3%, Dissatisfied 0.3%  


Satisfaction levels of the major services areas are as follows –

 

Satisfaction levels of Counter Search Services

Service Staff Performance
Satisfaction levels of Counter Search Services - Service - Satisfied 95.7%, Average 4.1%, Dissatisfied 0.3% Satisfaction levels of Counter Search Services - Staff Performance - Satisfied 95.0%, Average 4.3%, Dissatisfied 0.7%


 

Satisfaction levels of Deeds Lodgement Services

Service Staff Performance
Satisfaction levels of Deeds Lodgement Services - Service - Satisfied 90.1%, Average 9.3%, Dissatisfied 0.6% Satisfaction levels of Deeds Lodgement Services - Staff Performance - Satisfied 85.0%, Average 14.5%, Dissatisfied 0.5%


 

Satisfaction levels of Customer Service Hotline

Service Staff Performance
Satisfaction levels of Customer Service Hotline - Service - Satisfied 80.0%, Average 18.5%, Dissatisfied 1.5% Satisfaction levels of Customer Service Hotline - Staff Performance - Satisfied 85.2%, Average 13.9%, Dissatisfied 0.9%


 

Satisfaction level of IRIS Online Services

Satisfaction level of IRIS Online Services - Satisfied 73.6%, Average 20.9%, Dissatisfied 5.4%  

We will follow up with the views and suggestions received from our customers for continuous service improvements.