RoS is committed to high quality customer service and experiences. We survey our customers twice a year to better understand how we can meet their needs. Participants answer 18 questions covering 26 different metrics on a wide range of topics such as experience, complaint handling, customer ethos, emotional connection, and ethics. We are grateful to everyone who takes part.

We are pleased to report that legal and property professionals are satisfied with the services we provide and that our overall rating is among the highest of any UK public body. We achieved a Customer Satisfaction Index score of 80.3 in our latest survey. This is an increase of 0.6 and exceeds the public sector average of 74.3.

Your feedback is essential to help us improve. We have listened to your comments, and we know that we still have work to do. That is why we are focusing our efforts and resources on the number one priority; to reduce the age and volume of open cases.

Most of our customers are legal professionals. However, it is important to us that the members of the public whom we deal with directly are also satisfied with the service they receive. This is why we are working to publish citizen results in the future as we survey more of our citizen customers.

In the meantime, we are focusing on areas which were identified in previous surveys as priority areas for citizens. This includes improving the resources available online as well as the design and overall customer experience of the website.

We look forward to continuing our work to better support our customers. Our next update on customer satisfaction will form part of our corporate plan publication in April 2024.

If you would like to join the mail listing for the survey or help Registers of Scotland with customer research in the future, please contact customerservices@ros.gov.uk