| 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.
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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| The Land Registry
received 4 awards including the Grand Prize in the
Civil Service Outstanding Customer Service Award
2002/03 |
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