Annual Report 2013-14
年報
17
企業管治
Corporate Governance
Performance Pledges
As part of our continuing commitment to improving the quality and
efficiency of services, we have been conducting review of our
performance pledges annually since 1993. In 2013/14, we exceeded all
the targets set in our performance pledges and enhanced some of the
targets. In particular, we enhanced the service standards for supply of
certified copies of land records over the counter from 50 minutes to 40
minutes and amendment of registered data for simple cases within 3
working days from 92% to 93%. Annex I (a) sets out the pledges and our
performance for the year.
We will sustain our quality service in the coming year. The performance
pledges for 2014/15 are at Annex I (b).
Customer Feedback
In 2013/14, the Land Registry received 367 commendations and 3 suggestions through various channels,
including our customer service hotline, the Land Registry’s homepage, comment cards, letters and emails.
Customer Satisfaction Rate
2011/12
100
80
60
40
20
0
2012/13
2013/14
86.0
13.7
0.3 0.0 0.0
4.6
0.1 0.1 0.0
5.7
0.1 0.0 0.0
95.2
94.2
Per Cent
Year
Very Satis ed
Average
Very Dissatis ed
Satis ed
Dissatis ed
There were also 14 complaints received by us or referred to us by other Government offices or the Legislative
Council Secretariat. All the suggestions and complaints were promptly addressed and fully responded to.
