At Registers of Scotland (RoS), delivering excellent customer service and experience is a top priority. To ensure we meet our customers’ needs, we run the Customer Satisfaction Index survey twice a year. We gather feedback on areas such as overall experience, complaint handling, customer ethos, emotional connection, and ethics.
We greatly appreciate everyone who takes the time to share their views.
Our results
We achieved a:
- professional score of 85.7 (out of 100) for customer satisfaction – up from 83.4 in our Spring 2025 survey
- citizen score of 82.6 (out of 100) – up from 80.5 in our Spring 2025 survey
- combined score of 83.9 (out of 100)
This is higher than both the UK all-sector average score of 75.8 and the public sector average score of 73.3.
Our Customer Effort Score also improved, dropping to 3.5 (lower is better), compared to the UK public sector average of 5. This means our customers find it easier than ever to get what they need from RoS.
Smarter design for your user journey
We listened to your feedback following the Spring 2024 Customer Satisfaction Index, which highlighted the website as an area we could significantly improve for the customer.
Our homepage sees (on average) four thousand visits each week and this had not been updated since 2017-18. It was clear a redesign was essential to keep our website aligned with customer expectations.
In this video, we hear from Innes Zenati, our Senior Digital Communications Manager and Tom Noble-Sabokbar, Digital Experience Consultant at Squiz (our website platform provider). They talk us through their collaborated approach to improving the user experience for our citizen and professional customers.
We focused on understanding customer behaviour, identifying the most important journeys, and mapping them out effectively. This approach allowed us to improve layouts across the site and optimise content for accessibility, resulting in an accessibility score close to 100%.
Since the changes, we’ve seen a noticeable drop in overall in-page feedback, particularly negative feedback. This tells us that customers are finding our content clearer, more intuitive, and better suited to their needs.
"They have improved the website and made it easier to navigate"
"The RoS staff and website are so helpful and useful. I'm very grateful."
What’s next?
Our number one priority remains to clear our open casework. We will continue to focus on reducing pre-2024 cases, upskilling our people, and improving our delivery times for new cases.
In the meantime, we are pleased to have delivered a better user experience for our customers. Our focus now is to use analytics, search results, and customer feedback to further improve our corporate website.