Our customers are at the heart of everything we do at RoS.
We offer a range of ways for you to share your views, and where you think we could improve. The most revealing way we capture this information is via our customer surveys.
To achieve the greatest benefit to our customers, we have moved to an even better system of measuring customer satisfaction through the Institute of Customer Service. It’s more detailed, it covers citizens, and we can also now benchmark against the public sector and other large organisations.
We want to keep hearing from you
We will shortly be sending out our autumn survey and would appreciate you taking part to help us continue to increase our customer satisfaction. We will use your anonymous answers to help us review our processes and give you an even better experience with RoS in the future.
We draw thousands of names from the database of customers actively using RoS services. If you have taken this survey already this year, we would welcome you coming back to us with any further suggestions or improvements.
Alternatively, if you have never taken our customer satisfaction survey before, please take the time to give us your feedback, we want to hear from as many of you as possible. If you would like to receive a link to the survey, then please email CRTeam@ros.gov.uk.
What we do with the results?
From our previous survey we took your feedback on board and put plans in motion to make the necessary changes. Here are some examples of how we have responded, based on customer feedback.
You said we hold fees too long…
We are currently working to get many of our financial processes automated as well as conducting user experience sessions to understand what customers prefer
You said you would like us to make fewer mistakes and speed up the rectification process…
Our Quality and Post Registration teams have already done considerable work on this, and more is in progress to tackle the issues as a matter of priority. Improvements include more robust testing and staff training.
You said you wanted more detailed rejection reasons
A working group has been set up and they are updating the terminology and agreeing more detailed explanations for rejections.
You said you wanted everything to be digital…
We successfully moved the Register of Judgements and the Register of Inhibitions to a digital platform. Our teams are currently working to making the Register of Deeds digital and this is due to go live in the next few months.
Going forward
RoS is committed to delivering excellent customer service to customers. We look forward to hearing and acting on your thoughts, feedback, and concerns.