At Registers of Scotland (RoS), we’re committed to improving and maintaining high-quality customer service.
To help us better understand how to meet customer needs, we survey our customers twice a year – in spring and in autumn.
The results allow us to find out what our customers think and how well we meet their expectations. We can also benchmark our performance with similar organisations.
The Customer Satisfaction Index
We use the Customer Satisfaction Index (CSI) with both our professional and citizen customers. In the survey, customers are asked about:
- experience
- complaint handling
- customer ethos
- emotional connection
- ethics
Our autumn results
We’re pleased to report that the latest results show that legal and property professionals continue to be satisfied with the service we provide
We achieved a score of 82.6 (out of 100) for customer satisfaction – an increase of 0.9 from our spring survey.
This is higher than both the UK all-sector average score of 75.8 and the public sector average score of 73.3. It also meets our key performance indicator (KPI) to reach between 82.2 and 82.7 by March 2025.
Whilst most of our customers are legal professionals, we also continue to survey members of the public whom we deal with directly. Overall, our citizen customers remain satisfied with the service they receive, and we hope to start publishing citizen results in the future.
Looking ahead and updates since our spring survey
We are pleased that our customers continue to feel satisfied with our services and that we have achieved another Customer Service Excellence award since our spring survey. However, we also know there are still areas where we can improve.
Our number one priority remains to clear our open casework and to return applications to property and legal professionals within improved and reliable timeframes. But we also want to ensure that when our customers do get in touch with us, they have the best experience possible.
In our spring survey, customers told us that they wanted to feel better informed and reassured on the progress of their case. This is why, in addition to the one-to-one contact which customers receive, we have published a new diagram on a quarterly basis that sets our anticipated trajectory on clearing open casework. This means customers can better track our overall progress towards this goal.
Our Customer Experience team has also been working hard to increase rates of satisfaction for customers contacting us by email. This effort is reflected in our latest results, with an improvement on this score since the spring survey.
From citizen customer comments in the autumn survey, we know that the complaint handling process is important to them. We will explore and understand how this part of the experience can be improved.
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 April 2025.
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.