Maintaining high quality customer service and experience is a  priority here at Registers of Scotland (RoS). That is why we continue to survey our customers twice a year, to better understand how we can meet their needs. Participants answer a broad range of questions that focus on:

• experience
• complaint handling
• customer ethos
• emotional connection
• ethics

We are grateful to everyone who takes part.

Our results

We are happy to report that the results of our latest survey show that legal and property professionals are satisfied with the services we provide.

We achieved a score of 81.7 (out of 100) for customer satisfaction in our Business Benchmarking Survey. This is higher than the UK all-sector average score of 76.0 and a Public Services (national) score of 73.6 in the most recent UK Customer Satisfaction Index (UKCSI).

Whilst most of our customers are legal professionals, we also continue to survey members of the public whom we deal with directly. Our citizen customers remain satisfied with the service they receive, and we hope to start publishing citizen results in 2025.

Looking forward

We are pleased that our customers continue to feel satisfied with our services, but we know there are still areas where we can improve, and feedback is essential to help us do that.

From  comments we know that it remains vital that we continue to reduce stock levels and deliver casework within improved and reliable timeframes for our customers. This will remain our number one priority.

We also know how important it is for customers (both legal professionals and citizens) to feel informed and reassured on the progress of their case. This is why, in addition to the one-to-one contact which customers receive, we intend to publish a new diagram on a quarterly basis that sets our anticipated trajectory on clearing open casework so that people can better track our overall progress towards this goal.

In our autumn customer survey results citizens suggested that their experience on our website could be improved. That is why we have created a new section focused on public guidance to help non legal professionals better understand how to interact with our products and services. We will continue to consider how we can further improve in this area.

Keep up to date

We look forward to continuing our work to better support our customers. Our next update on customer satisfaction will be in October 2024.

If you would like to join the mailing list for the survey or help RoS with customer research in the future, please contact customerservices@ros.gov.uk.