Registers of Scotland is committed to continuous improvement and providing a high-quality service. As part of that commitment, we can now share that we have maintained our Customer Service Excellence Award (CSE) for another year.

The CSE is a government benchmark for excellence in customer service for public services. The CSE Award has 57 overall criteria and each year organisations are asked to submit criteria for 19 elements to support ongoing compliance.

This year the independent assessor found that we had:

• A well-embedded understanding of customers' needs and preferences, supported by professional research, analysis, and data segmentation.
• Achieved sector-leading levels of customer satisfaction, exceeding the UK public sector average.
• Highly commendable customer satisfaction targets and measures, with notable work on journey mapping and challenging improvement targets.
• Continuous improvement as a main driver for excellence in customer service.
• Actively supported wider communities through initiatives like the Go Greener Campaign and Community Benefits Group.
• A strong commitment to top-class customer service, with all staff rising to the challenge.

While we appreciate the award as recognition of RoS' customer service ethos, what is most important is what that award means in practice to you, the customer.

We want you to feel supported by RoS and to receive a helpful, accessible, respectful, and timely response every time you contact us. Customers are at the heart of everything we do, and while we acknowledge we still have work to do to reduce our backlog of open casework, we want to ensure that you receive the best possible service when you contact us.

Maintaining this accreditation through independent assessment is an example of how RoS is living its values of being customer-focused, impartial, and professional. We will continue to consolidate our efforts and build on this award so that we can meet our ambitions of providing one of the best public services in Scotland.