We are committed to providing a high-quality service. To ensure this happens, we regularly survey our customers to ask how we’re performing – and what we could do better.
The Customer Satisfaction Index
We use the Customer Satisfaction Index (CSI) with both our professional and citizen customers. The survey is run twice a year – in spring and in autumn.
In the survey, customers are asked about:
- experience
- complaint handling
- customer ethos
- emotional connection
- ethics
Professional results
The latest results show that legal and property professionals continue to be satisfied with the service we provide.
We achieved a score of 83.4 (out of 100) for customer satisfaction – up from 82.6 in our autumn 2024 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 the key performance indicator (KPI) set out in our Year 4 Delivery Plan to reach between 81.7 and 82.7.
Citizen results
While historically our customer base has largely been legal professionals, we have noticed an increasing number of citizens contacting us.
To be as responsive as possible to this, we have created a citizen-specific customer satisfaction KPI. This means we now have a target for the service we provide to citizens – and ensure we keep track of progress against it.
In our latest survey, we achieved a citizen score of 80.5 (out of 100) - above our new citizen KPI of 80.
Looking ahead and updates since autumn
We are pleased that our customers continue to feel satisfied with our services. However, we know there are still areas where we can improve.
While our number one priority remains to clear our open casework, we also want our customers to have the best experience possible when they contact us.
Our Customer Experience team has 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 in this score since the autumn survey.
The autumn survey also highlighted that customers wanted our website to be easier to use. In response, we made changes to the website’s format and structure in late 2024 and are pleased to see that satisfaction has improved in this area for professional customers. We know that this is important to our citizen customers too so we are exploring how this can be further improved for them.
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 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.