At Registers of Scotland, we are committed to providing the best service possible.

Historically, our customer base has largely been legal professionals.

However, over the last few years, we have noticed an increasing number of citizens contacting us too.

Being responsive

As a public service body working for the people of Scotland, citizen customers are very important to us. We want to be as responsive as possible to this increased interaction.

To help us do this, we are working towards creating a citizen-specific customer satisfaction Key Performance Indicator (KPI).

This will allow us to set a target for the service we provide to citizens – and ensure we keep track of progress against it.

The new KPI will sit alongside our current professional customer satisfaction one.

Getting the right data

Since 2022-23, we have measured citizen customer satisfaction via the Institute of Customer Service. We do this bi-annually via two Customer Satisfaction Index (CSI) surveys – one in spring and one in autumn.

Our citizen scores for the past two years are outlined below.

To create a relevant KPI for our citizen customers, we need to get a consistent sample size from our customer satisfaction surveys which is statistically significant. We hope to have a further update on this in early 2025.

Ongoing progress

In the meantime, we are using the data that we do have to help improve our services for citizens.

This includes:

• Creating a new guidance section on our website to help anyone without a legal background to better understand how to interact with us
• Working with citizens to design the services they need – for example, user research was done with citizens to shape how to best update our website for their use

Keep up to date

We look forward to continuing our work to better support our customers.

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