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Contents Key Findings Land Registry’s Key Measures (KPI) NPS

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Presentation on theme: "Contents Key Findings Land Registry’s Key Measures (KPI) NPS"— Presentation transcript:

0 Customer Satisfaction Survey September 2012
Prepared for: Land Registry Prepared by: Ipsos MORI October 2012

1 Contents Key Findings Land Registry’s Key Measures (KPI) NPS
Touchpoint ratings Searches & Official Copies Submitting Registrations Information & Guidance Touchpoints - Key Driver Analysis Brand Values Comms Land Registry Offices Areas of Improvement Conclusions and Recommendations

2 Research Objectives To measure satisfaction with Land Registry service and provide performance indicator data To understand the factors that impact positively and negatively on the customer experience and satisfaction To understand the key drivers of satisfaction/ key areas of importance to customers To identify key areas for improvement To identify trends over time

3 Methodology Method Telephone interviews
Sample provided by Land Registry Interview Length 19 minutes Fieldwork Period 12th September – 3rd October 2012 *Completed Interviews (300 in total) 175 Solicitors 125 Non Solicitors *Sample based on “key holders”, including multiple key holders for individual companies but only where the sample gives different contact names *Random selection from customers using service in past 6 months Figure with a sign is significantly higher than the figure with a sign at the 95% confidence level

4 Key Findings 4

5 Land Registry continues to hold strong customer relationships
Continued strong scores for satisfaction and NPS show that Land Registry is performing well in the eyes of its customers. Moreover, stronger affinity with Land Registry’s brand values links to higher satisfaction and NPS scores. Customers aware that they have dedicated teams are more satisfied, more likely to recommend and more aligned with LR’s core brand values; as are those with more frequent contact. In general, Land Registry performs well in values relating to service quality and accuracy but less well on ‘softer’ values relating to a more personal, customer-centric approach. Most important brand value is that Land Registry provides a reliable and consistent service. Together these findings show that Land Registry should continue to pursue a customer-led service strategy.

6 Land Registry continues to hold strong customer relationships
Again, speed of service remains highly regarded as is the consistency of service and the accuracy and quality of information. Customers rely on LR to provide the correct information first time around and scores suggest that LR is consistently meeting this need Areas for improvement include: Knowledge and competence of staff and LRs ability to put things right for searches and official copies Speed of service for registrations and new titles is also a key area for improvement which lags behind the overall rating for speed of service, and Value for money when submitting registrations which is low in comparison to other service scores

7 Headline Findings Customers continue to perceive Land Registry as performing well, although the KPIs have dipped slightly this wave but the yearly trend shows steady improvement. All key measures are rated positively: Satisfaction with the overall service stands at 96%, exactly on the KPI target of 96%. This is slightly down from the previous wave, but year on year the score is stable at 97%. Net Promoter Score is 50%, again slipping slightly from last wave, but well above the target of 40% and is higher year on year. Brand value ratings are very positive for aspects concerning service quality and accuracy. The three values receiving the highest scores are: I trust Land Registry to ensure the integrity and accuracy of the registers (93%) Land Registry demonstrates the level of knowledge and expertise expected by its customers (92%) Land Registry provides a reliable and consistent service (92%) Customers with a dedicated team are significantly more likely to respond positively to LR’s brand values; and on core values, closer affinity to the values links to higher NPS and higher Overall Satisfaction. Among customers who rate the overall service as either excellent or very good, the top three aspects of service that impress them are: Speed and efficiency (30%) Website/online services (16%) Helpfulness (12%)

8 Land Registry’s Key Measures KPI
8

9 Data excludes Don’t Know responses
Overall service scores are slightly lower this wave, with T3B score now at 96%, down from 98% in June. However, the T3B score remains steady year on year, with those saying ‘excellent’ up slightly to 42% 97% 97% Sept ’12 T3B 96% YTD YTD Data excludes Don’t Know responses Q9.Thinking about your experience of dealing with Land Registry over the past 6 months, how would you rate the “overall service” provided? Would you say it was ….? Base: All respondents , excluding don’t knows (299); YTD, excluding don’t knows (604)

10 Customers with a dedicated service team remain significantly more likely to rate LR’s overall service as ‘excellent’ 98% 95% Sept ’12 T3B 96% Dedicated customer team No dedicated customer team Data excludes Don’t Know responses Q9.Thinking about your experience of dealing with Land Registry over the past 6 months, how would you rate the “overall service” provided? Would you say it was ….? Base: All respondents, excluding don’t knows (299); with a customer team (138); without a customer team (99)

11 For customers rating Land Registry’s service ‘excellent’ or ‘very good’ overall, the speed and efficiency of service continues to impress the most. Although, not significant compared to last wave, proportionately more customers are impressed with the speed, website and helpfulness of staff Aspects of services Land Registry has impressed on Their speed/efficiency – fast responses/turnaround times Their website/online services Their helpfulness – helpful service/staff They are user friendly/easy to deal with/use/they have easy to access services Their searches/online search services/search results/map searches Their registration service/speed of registrations The personal service/good account manager/dedicated team The information/advice they provide/availability of information They are good/excellent overall They get back to you/call you back/reply to contact The portal is good/ easy to use/better than other systems/efficient Electronic delivery/being able to download documents/pdfs Their availability/they are easy to contact Don`t know/not stated Top 3 aspects YTD Speed/efficiency 27% Website 14% Helpful 10% Only responses mentioned by 4% or more customers shown on chart Q10 What single aspect of Land Registry’s service has impressed you the most over the last 6 months or what have they done particularly well? Base: All who have an excellent or very good experience of working with the LR (248)

12 “Everyone is helpful and willing to spend time with you on a problem”
A word from the customers about the single aspect of service that has impressed them most over the last 6 months… “I like the way you can speak to an individual more than once, when you write to them you get a letter from an individual who you can write to if you need more help” “Everyone is helpful and willing to spend time with you on a problem” “Just the website layout, the system very rarely goes wrong and is easy to use” “I think it's how straight forward and simple it is. It's a very easy system” “The dedicated customer team are nearly always available to answer queries, and if not, they get back to one quickly” “They're always very prompt and answer my queries. The turn around for a query is very quick, which is useful when you have other people chasing you around for information” “I think what's impressed me most is the fact that they take enquires seriously and they try to assist you” “Basically the fact that their website is regularly updated and is a good site” “The computerised system is something that they have done particularly well and has impressed me the most” “What I would expect the service to be like. I am pleased with the way they are continuing to update business e-services” “They are helpful over the phone and very patient. It's a quick service and it is rare for them to make a mistake” “If there is a problem, the staff are very helpful at explaining what we need to do, to put it right” Q10 What single aspect of Land Registry’s service has impressed you the most over the last 6 months or what have they done particularly well? Base: All who have an excellent or very good experience (248)

13 Net Promoter Score 13

14 Net Promoter Score Breakdown Data includes Don’t Know responses
The Net Promoter Score for September 2012 of 50% is down slightly from June, but remains well above the NPS KPI target of 40%, and higher than the overall score NPS Target = 40% Net Promoter Score How happy would you be to recommend or tell others that Land Registry offers an excellent service? Sept ‘12 YTD YTD 50% 52% 44% Net Promoter Score Breakdown 3 4 5 6 7 8 9 10 10 = extremely happy to recommend 0 = extremely unhappy to recommend Data includes Don’t Know responses Q7 How happy would you be to recommend or tell others that Land Registry offers an excellent service? Base: All respondents (300); YTD (1202), YTD (606)

15 Data includes Don’t Know responses
Office admin customers remain more likely to recommend LR; whilst customers in a senior role remain less likely to do so Net Promoter Score How happy would you be to recommend or tell others that Land Registry offers an excellent service? Arrows denote a score which is significantly higher or lower at 95% confidence Sept‘12 50% 56% 41% 36% 63% 10 = extremely happy to recommend 0 = extremely unhappy to recommend Data includes Don’t Know responses Detractor (0-6) Neutral (7-8) Promoter (9-10) Q7 How happy would you be to recommend or tell others that Land Registry offers an excellent service? Base: All respondents (300); Sols / Cons (175); Non Sols / Cons (125); Senior Role (100); Admin / Office Role (71)

16 Data includes Don’t Know responses
Those who have daily contact with Land Registry are significantly more likely to be promoters; those with less-than-weekly contact are more likely to detract Net Promoter Score How happy would you be to recommend or tell others that Land Registry offers an excellent service? Arrows denote a score which is significantly higher or lower at 95% confidence Sept ‘12 50% 61% 47% 29% 10 = extremely happy to recommend 0 = extremely unhappy to recommend Data includes Don’t Know responses Detractor (0-6) Neutral (7-8) Promoter (9-10) Q7 How happy would you be to recommend or tell others that Land Registry offers an excellent service? Base: All respondents (300); Daily (147); Weekly (90); Less Often (63)

17 Data includes Don’t Know responses
Furthermore, customers aware they have a dedicated customer team are significantly more likely to recommend LR than those not aware Net Promoter Score How happy would you be to recommend or tell others that Land Registry offers an excellent service? Arrows denote a score which is significantly higher or lower at 95% confidence Sept ‘12 50% 62% 31% 10 = extremely happy to recommend 0 = extremely unhappy to recommend Data includes Don’t Know responses Detractor (0-6) Neutral (7-8) Promoter (9-10) Q7 How happy would you be to recommend or tell others that Land Registry offers an excellent service? Base: All respondents (300); With customer team (138); without customer team (100)

18 Speed and efficiency, general satisfaction and good customer service are the top reasons customers say they will recommend LR Reasons for recommending Land Registry Speed/efficiency POSITIVE (fast service, response times etc) They are good/excellent - Happy/satisfied with them Service/customer service POSITIVE (helpful, friendly, polite etc) Ease of use POSITIVE (user friendly website, easy to deal with etc) Online services/portal POSITIVE (good online resources/material etc) No problems/complaints/rarely experience problems Responses to enquires/problems/follow up POSITIVE (questions answered/problems resolved/get back to you etc) Compared to June ’12 significantly fewer customers are having ‘no problems’ as a reason to recommend LR (26% in June) Only top 7 responses shown on chart Q8 Why do you say this? Base: All Promoters (174)

19 Speed of service is important for all customers, but great customer service is the main reason why customers with a dedicated team recommend LR; and is far less likely to be mentioned by those without a dedicated team Reasons for recommending Land Registry Speed/efficiency POSITIVE (fast service, response times etc) They are good/excellent - Happy/satisfied with them Service/customer service POSITIVE (helpful, friendly, polite etc) Ease of use POSITIVE (user friendly website, easy to deal with etc) Online services/portal POSITIVE (good online resources/material etc) No problems/complaints/rarely experience problems Responses to enquires/problems/follow up POSITIVE (questions answered/problems resolved/get back to you etc) It meets our needs/provides what we want Information POSITIVE (good, clear information etc) Knowledge/experience/ability POSITIVE (knowledgeable, good staff ability etc) Telephone service/ease of contact POSITIVE (fast, easy to contact etc) Dedicated team/point of contact POSITIVE Reliable service/do what they promise We have to use them/there is no alternative Q8 Why do you say this? Base: All Promoters (174); With team (91); Without team (47) Data includes Don’t Know responses

20 Customer reasons for Net Promoter Score …
Why do you say this....? Passives “The turnaround time for unusual applications like 'Transfers of Part', have been slow over the past 6 months” “It's a fundamentally good service but it's cumbersome on the website. It's also very expensive” “I think the only problem is the website is not reliable. I mostly work online and it has a habit of shutting down randomly” “Very easy, everything is online. You just ask for what you want, get a PDF and off you go” “I have always found them helpful and easy to deal with” “Whenever I have spoken to anybody they have been helpful. Occasionally the site is down but that is rare and is quickly fixed” “I don't think their system is particularly user friendly for finding information where you don't have a specific address” “It's a reasonable price and it is easy to use” “I personally think they've always been very helpful and when I fill out forms they always guide me to the right form. Give guidance when necessary” “Mainly because there is no one else to recommend and the system is fairly straight forward” Detractors “I think the system is very laborious, time consuming and insufficient. It's very hard to get in contact with people” “Before all the cutbacks I would have rated them an 8/9. The service has completely changed” “Well just much more efficient than they were years ago” “All of our enquiries are dealt with online, so they are dealt with immediately, any queries that can't be resolved online are dealt with on the telephone” “Because there are some elements of the registry that are excellent and some that are not so good, and it does vary from registry to registry” “Their charges are far too high for anyone other than lawyers. I have had to go to a lot of trouble to provide identity information which they already have but insist on having it again on any transaction” Q8 Why do you say this? Base: All respondents (300); Promoters (174)

21 Touchpoint Ratings – Searches & Official Copies – Submitting Registrations – Information & Guidance
21

22 All service areas are rated well by customers
All service areas are rated well by customers. Performance on requesting information or guidance has slightly improved from Overall service areas 97% 94% 95% Top 3 Box - Sept 12 YTD ‘12 – ‘13 97% 95% 96% YTD ‘11 – ‘12 97% 95% 91% Don’t knows & N/As 1% 5% N/A Arrows denote a score which is significantly higher or lower at 95% confidence Q19A_Still thinking about the service you receive when requesting searches and official copies, how would you rate Land Registry in terms of.... "The overall service“? Base: All who request searches & official copies (265) Q25_How would you rate the service you receive when submitting registrations from Land Registry in each respect? "Overall Service “ Base: All who submit registrations (194) Q32 how would you rate the information and guidance provided by Land Registry in terms of... "Overall Service"Base: All who requested info and guidance (131)

23 Searches and Official Copies
For searches & official copies: putting things right, knowledge & competence, and helpfulness & courtesy are the lowest aspects of service, and have slipped year on year, although this appears to be driven by customers seeing them as not applicable rather than rating LR more poorly. Value for money garners most fair / poor ratings Searches and Official Copies 97% 95% 80% 95% 95% 77% 84% 69% 92% Top 3 Box -Sept 12 YTD ‘ 2012 – 2013 97% 95% 82% 94% 79% 72% 92% YTD ‘ 2011 – 2012 96% 90% 86% 75% NA Don’t know & n/a 1% 18% 2% 21% 5% 27% 6% Arrows denote a score which is significantly higher or lower at 95% confidence Q19 Still thinking about requesting searches and official copies, how would you rate Land Registry in terms of.... Base: All (265), YTD (1083), YTD (540) 23

24 Submitting registrations
When submitting registrations: the overall service continues to be rated highly, with slightly lower scores for speed, consistency, putting things right, and correct return of documents. Performance on speed has slipped year on year although this is due to customers seeing it as not applicable Submitting registrations Top 3 Box- Sept 12 94% 89% 92% 90% 88% 88% 88% YTD ‘ 2012 – 2013 95% 89% 93% 92% 91% 88% 90% YTD ‘ 2011 – 2012 94% Don’t know & N/As 5% 8% 6% 9% 7% Arrows denote a score which is significantly higher or lower at 95% confidence Q25 Continuing to think about the service you receive when you submit registrations, how would you rate the service in terms of... Base: (194), YTD (815), YTD (396) 24

25 Submitting registrations
Whilst LR is rated well for speed of service overall and for submitting registrations overall, scores are significantly lower for the requisition process and keeping you informed. All of these are also down year on year Submitting registrations Top 3 Box- Sept 12 94% 92% 86% 74% 76% 76% 74% 89% YTD ‘ 2012 – 2013 95% 92% 86% 76% 81% YTD ‘ 2011 – 2012 90% 87% 83% NA Don’t know & N/As 5% 6% 11% 10% 9% 12% 7% Arrows denote a score which is significantly higher or lower at 95% confidence Q25 Continuing to think about the service you receive when you submit registrations, how would you rate the service in terms of... Base: (194) ,YTD (815), YTD (396) 25

26 For substantive registrations, it appears that scores for overall speed of service and accuracy & quality may be slipping slightly year on year – but they remain strong Substantive registrations 88% 93% Top 3 Box 90% 95% 96% 93% It is worth noting that the scores exclude DK responses which is having an impact on reported scores. Therefore, it is important to view these findings with a degree of caution Sept ‘12 YTD YTD Sept ‘12 YTD YTD Overall speed of service Overall accuracy & quality Arrows denote a score which is significantly higher or lower at 95% confidence Base only includes those who gave a rating at each question Q25 Continuing to think about the service you receive when you submit registrations, how would you rate the service in terms of... Overall speed of service? Base: Sept ‘12 (170), YTD (766), YTD (347). Overall accuracy & quality? Base: Sept (170); YTD (759), YTD (349)

27 Information & guidance
All aspects of information and guidance are rated highly, and the overall rating and ease of contacting staff have improved year on year Information & guidance 95% 92% 94% 91% Top 3 Box 95% 92% 90% YTD ‘ 2012 – 2013 96% 94% 95% 92% 91% YTD ‘ 2011 – 2012 93% 90% 87% Don’t knows & N/As NA 3% 2% 1% Arrows denote a score which is significantly higher or lower at 95% confidence Q32 Thinking further about when you recently requested information or guidance from Land Registry on a specific issue, how would you rate the information and guidance provided by Land Registry in terms of... Base: All who requested info and guidance and liaised with staff (131); YTD (605), YTD (265) 27

28 Accuracy & quality Speed of service
Whilst speed of service and accuracy for searches/official copies and requesting information or guidance remain highly rated, speed and accuracy for registrations & new titles, and to a lesser extent, for dealings & applications, appear to be declining. These should be monitored carefully 95% 74% 89% 94% 95% 86% 90% 95% Top 3 Box YTD ‘ 2012 – 2013 95% 76% 89% 86% 92% YTD ‘ 2011 – 2012 96% 87% 94% 93% 90% Don’t knows & N/As 1% 10% 8% NA 2% 11% Speed of service Accuracy & quality Arrows denote a score which is significantly higher or lower at 95% confidence YTD total. View YTD trend with caution Q19 (265); Q25 (194); Q32 (131); Q19 YTD (1083); Q25 YTD (815); Q32 YTD (553) , Q19 YTD (540), Q25 YTD (396), Q32 YTD (265) 28

29 Consistency of service Putting things right
Value for money and consistency of service score less highly and seem to be slipping for submitting registrations; whereas putting things right is a weakness for searches/official copies 74% 95% 88% 69% 88% Top 3 Box 84% YTD ‘ 2012 – 2013 82% 76% 94% 91% 72% 88% YTD ‘ 2011 – 2012 86% 81% 95% 93% 75% Don’t knows & N/As 5% 12% 2% 27% 9% Value for money Consistency of service Putting things right Q19 (265); Q25 (194); Q19 YTD (1083); Q25 YTD (815); Q19 YTD (540); Q25 YTD (396) 29

30 Knowledge & competence of staff
Whilst the staff dealing with the submission of registrations continue to be well rated, ratings on both helpfulness & courtesy and knowledge & competence of staff by customers requesting searches or official copies are weaker, and have decreased year on year 80% 92% 77% 92% Top 3 Box YTD ‘ 2012 – 2013 82% 93% 79% 92% YTD ‘ 2011 – 2012 94% 90% Don’t knows & N/As 18% 6% 21% Helpfulness & courtesy of staff Knowledge & competence of staff Q19 (265); Q25 (194); Q19 YTD (1083); Q25 YTD (815); Q19 YTD (540); Q25 YTD (396) 30

31 Touchpoints - Key Driver Analysis

32 Identifying priorities for action
Correlation analysis has been performed on the data to understand which individual factors are correlating most strongly with the overall service rating (KPI) Results are used to attribute a “derived importance” score to each individual factor This helps to identify the key issues, (those that can make distinction between “good” and “excellent” service) Combining this “derived importance” score with the actual performance score allows priorities to be set Action should be focused on areas of high importance and relatively low performance Typically, the strength of correlations are interpreted as follows:  -1.0 to -0.7 strong negative association -0.7 to -0.3 negative association -0.3 to +0.3 little or no association +0.3 to +0.7 positive association +0.7 to +1.0 strong positive association

33 Key drivers of satisfaction
At the highest level, as in previous waves, requesting searches and official copies and submitting registrations have the greatest impact on satisfaction with overall service. Performance is reasonably good on these aspects. The website is of medium level importance and lowest performance, suggesting that this should be an area of focus. When aspects of service are considered in more detail... For searches and official copies: completion of searches is a key strength. For submitting registrations, performance could be improved on the requisition process, keeping you informed, and speed of service for first registrations & new titles. When looking for information and guidance: Accuracy and quality is a key strength but clarity of explanations and ownership of issues are areas for improvement as they are key drivers of satisfaction but are rated below average

34 Correlations with Overall Service Provided in Past 6 Months (Q9)
Base size: 300 Service areas Correlations with “overall service” provided in past 6 months (Q9) Strongest driver of overall service is “Requesting Searches and official copies”

35 Although all aspects of Overall Service are of similar levels of importance, requesting searches and official copies is the strongest, followed by submitting registrations. The website is less well rated, but of above average importance and should be a focus area Overall service Key Action Areas Communicate and Maintain Performance Lower Association Higher Derived Importance Consider Performance Improvement Communicate Performance Performance (Mean)

36 Searches and Official Copies
Correlations with Overall Service Provided When Requesting Searches/ Copies [Q19(8)] Searches and Official Copies Base size :265 Service areas Correlation with “overall service” provided when requesting searches/copies(Q19(8)) Strongest driver of overall service is “Completion of searches”

37 Searches and Official Copies
Completion of searches is a clear strength; putting things right and value for money should be considered for improvement but they are less than average in terms of importance Searches and Official Copies Key Action Areas Communicate and Maintain Performance Lower Association Higher Derived Importance Consider Performance Improvement Communicate Performance Performance (Mean)

38 Submitting registrations
Correlations Overall Service Provided When Submit Changes To Register [Q25(13)] Submitting registrations Base size : 194 Service areas Correlation with “overall service” provided when submit changes to register (Q25(13)) Strongest driver of overall service is “Completion of registrations”

39 Submitting registrations
Completion of registrations, accuracy & quality, and helpfulness, courtesy, knowledge & competence of staff are all key strengths of registration submission. Performance should be improved on the requisition process, keeping you informed, and speed of service for first registrations & new titles Submitting registrations Key Action Areas Communicate and Maintain Performance Lower Association Higher Derived Importance Consider Performance Improvement Communicate Performance Performance (Mean)

40 Information and guidance
Correlations Overall Service Provided When Requesting Information / Guidance [Q32(7)] Information and guidance Base size: 131 Service areas Correlations with “overall service” provided in past 6 months (Q32(7)) Strongest driver of overall service is “Accuracy and quality”

41 Information and guidance
Requesting information & guidance is a key area. Strengths are accuracy & quality, and responding to calls/correspondence. Weakness which should be addressed are clarity of explanations and information, and taking ownership to resolve issues Information and guidance Lower Association Higher Key Action Areas Communicate and Maintain Performance Derived Importance Consider Performance Improvement Communicate Performance Performance (Mean)

42 Brand Values

43 Brand Values – Headlines
Land Registry scores very well on several brand values including reliable and consistent service, knowledge and expertise, and maintaining the integrity and accuracy of the registers. Performance is lower on elements relating to a customer-centric offer, and this should be the focus for improvement. Those with a customer team tend to give higher scores for brand value statements, including those relating to a customer-centric offer; thus demonstrating the importance of this strategy. Higher brand value scores are associated with a higher propensity to recommend and overall service satisfaction; implying that if LR can deliver on its brand values, the customer relationship will be stronger overall. One third of customers still feel that LR can be too rigid in its processes and procedures and complicated to deal with. However, those with a customer team are less likely to see their dealings at complicated.

44 LR is highly rated for providing a reliable and consistent service, demonstrating the level of knowledge and expertise expected, and ensuring the integrity and accuracy of the registers. Performance is lower on valuing customers, respecting their views, commitment to continuous improvements, seeking to understand and meet customer needs, and treating all customers fairly B2BSept ’12 T2B Sept T2B YTD 11-12 12-13 3% 92% N/A 95% 2% 79% 81% 6% 87% 88% 91% 9% 86% 4% 93% 89% 76% 80% 72% 73% 5% 71% 77% 74% 75% 78% Land Registry provides a reliable and consistent service Land Registry treats all customers fairly Customers are clear about the service elements Land Registry provides Land Registry demonstrates the level of knowledge and expertise expected by its customers Land Registry products and services are easy to find and use I trust Land Registry to ensure the integrity and accuracy of the registers Land Registry seeks to understand its customers’ needs and strives to meet them Land Registry respects its customers’ views Land Registry values the relationship with my organisation Land Registry is committed to continuous improvements in quality, efficiency and effectiveness Q13 Agreement with statements... Base: All respondents (300)

45 Data includes Don’t Know responses
Customers with a dedicated team are significantly more likely to respond positively to several aspects of LR’s brand values, including seeking to understand and meet customer needs, respecting customer views, and valuing relationships - With customer team* - Without customer team DKs T2B Sept ’12 1% 93% 3% 88% 12% 83% 13% 75% 5% 80% 2% 91% - 94% 78% 95% 4% 8% 62% 81% 17% 64% 6% 18% 56% 86% 67% * Land Registry provides a reliable and consistent service Land Registry treats all customers fairly * Customers are clear about the service elements Land Registry provides * Land Registry demonstrates the level of knowledge and expertise expected by its customers * Land Registry products and services are easy to find and use * I trust Land Registry to ensure the integrity and accuracy of the registers * Land Registry seeks to understand its customers’ needs and strives to meet them * * Land Registry respects its customers' views Land Registry values the relationship with my organisation * Land Registry is committed to continuous improvements in quality, efficiency & effectiveness * Arrows denote a score which is significantly higher or lower at 95% confidence Data includes Don’t Know responses Q13 Agreement with statements... Base: All respondents (300); With a customer team (138); without a customer team (100)

46 Customers aware that they have a dedicated team are also less likely to believe that LR can be complicated to deal with DKs T2B Sept ’12 2% 33% 36% NA 22% 1% 46% - With customer team* - Without customer team * Land Registry’s processes and procedures are too rigid * Dealing with Land Registry can be complicated Arrows denote a score which is significantly higher or lower at 95% confidence Q13 Agreement with statements... Base: All respondents (300); With a customer team (138); without a customer team (100)

47 Correlations with Overall Service Provided in Past 6 Months (Q9)
Brand Values Base size: 300 Service areas Correlations with “overall service” provided in past 6 months (Q9) against (Q13) (*) indicates negative correlations Strongest driver of overall service is “provides reliable and consistent service ”

48 Core strengths are reliable and consistent service, understanding and meeting customer needs, products / services easy to find and use, commitment to continuous improvement. LR values the relationship with my organisation is an area to improve. Complexity and rigidity could be addressed, but are less closely linked to overall satisfaction Brand Values Key Action Areas Communicate and Maintain Performance Lower Association Higher Derived Importance Communicate Performance Consider Performance Improvement Performance (Mean) N.B. Mean scores for ‘Land Registry’s processes and procedures are too rigid’ and ‘dealing with Land Registry can be complicated’ have been reversed to reflect the negative scale

49 “Offer discounts for regular users”
To improve the relationship between LR and their organisation, customers would like to see LR understand their business needs more T2B Sept ’12 YTD ‘11-12 ‘12-13 71% 77% 74% Land Registry values the relationship with my organisation “They could explain to me how the new Land Registry system works. It is no longer clear where and who we are supposed to contact; everything gets redirected” “Better understand the difficulties that our firm faces. Early completion” “I think considering the importance of the service to the individual, I think it's that we feel like a small organisation and therefore not important to them” “They could hold regular meetings with members of the profession, as they used to do” “Improve communication-aimed at the specific office we deal with. Simplify Land Registry legislation and make it less prescriptive” “Recognise that we are solicitors when we call and not just a random person” “They could listen more, ask more questions be slightly less rigid in their responses. Understand a bit more about our procedures and what we go through and our transition process and what we go through to follow their rules” “Make life easier by shortening the forms, and saving trees. Reducing the number of forms” “Offer discounts for regular users” “Having a response electronically to something that you haven't been able to obtain, so you know the reason why” Q14 Earlier you didn’t agree with the statement that Land Registry values the relationship with my organisation. What can Land Registry do to improve the relationship between your organisation and Land Registry? Base: (54)

50 Important suggestions
To improve LR processes, customers would like to see each case treated individually and providing tailored solutions B2B Sept ’12 T2B Sept ’12 YTD ‘11-12 ‘12-13 50% 33% 34% 30% 63% 29% 32% Land Registry’s processes and procedures are too rigid Dealing with Land Registry can be complicated Important suggestions “It's difficult to find things on the system and feels like your are wading through mud to get information” “Most of my complaints are with plans on very old documents, where historically they were just hand-drawn and not to scale. Land Registry need to adopt a more pragmatic view” “Pick up the phone, allow minor mistakes to be rectified without payment” “They should use more discretion with individual cases. They won't release information - even simple requests - as they are terrified they may be done out of a fee” Q13 Agreement with statements... Base: All respondents (300) Q15 What can Land Registry do to improve their processes? Base: All who agreed with above statement (119)

51 The most often mentioned improvements that customers wish to see are increased flexibility; simplicity; and improvements to online services. Flexibility is a key priority for customers this wave (22% vs. 10% in June ‘12). Similarly, compared to the last wave, more customers suggest simplicity as an improvement (13% in June ’12) Important suggestions Only responses mentioned by 4% or more customers shown on chart Q15 What can Land Registry do to improve the relationship between your organisation and Land Registry? Base: All who agreed with above statement (119)

52 Brand value Vs. KPI and NPS Land Registry values the relationship with my organisation
DKs T2B Sept ’12 11% 71% 10% 76% 78% 68% Land Registry values the relationship with my organisation Brand Value Total KPI T2B NPS Promoters Passives Q13 Agreement with statements... Base: All respondents (300); T2B (249); Prom. (174); Passives (98)

53 Brand value Vs. KPI and NPS Land Registry’s processes and procedures are too rigid
DKs T2B Sept ’12 4% 33% 27% 5% 24% 37% Brand Value Total KPI T2B NPS Promoters Passives Q13 Agreement with statements... Base: All respondents (300); T2B (249); Prom. (174); Passives (98)

54 Brand value Vs. KPI and NPS Dealing with Land Registry can be complicated
DKs T2B Sept ’12 1% 33% 27% 21% NA 44% Dealing with Land Registry can be complicated Brand Value Total KPI T2B NPS Promoters Passives Q13 Agreement with statements... Base: All respondents (300); T2B (249); Prom. (174); Passives (98)

55 Comms

56 Excluding those who have not used/don’t
Both Portal and Website continue to be well rated despite a slight slip year on year Top 3 Box 95% 93% YTD 95% 91% YTD 97% 92% Overall rating of: Excluding those who have not used/don’t Knows Q34A Overall, how would you rate the Portal? Base: All with access (260) Q34B. Overall, how would you rate the website? Base: All respondents (272); Excluding Don’t knows (28)

57 NB. Questions added in June ‘12 so trending not available
Users would like the website to be more intuitive and potentially easier to navigate Top 3 Box NB. Questions added in June ‘12 so trending not available DKs & NAs YTD Sept ‘12 Website met my expectations Functionality is reliable Information is reliable Website is intuitive language used is easy to understand Website is not very easy to purchase from Website is difficult to navigate 3% 92% 93% 5% 95% 13% 68% 67% 2% 89% 90% 24% 14% 31% Q34C. Thinking further about Land Registry’s website. Please can you tell me the extent to which you agree or disagree with the following statements? Base: All who have used the website (279)

58 Improvements to the website customers would like to see
Main areas for website improvement are the ability to search easily and better navigation Improvements to the website customers would like to see “They could contact us by when a search has been completed; we waste a lot of time logging on to check throughout the day. This would save time and simplify things for us” “Sometimes it needs a little bit more description on what the links lead to” “It can just be confusing if you are just doing searches. The website is confusing” “The search facility doesn't throw up the things I'm looking for, it's unhelpful” “It's difficult to see how they could improve as they carry so much information, the navigation could be improved you have to wade through an awful lot” “The search engine could be improved. Quite tricky if you are not familiar with legal jargon and navigate around the website. Search menus are not intuitive” “The access of the search, the search could be improved using one word to bring you to the area you're looking for, it could be more user friendly” “Make the search function easier. When trying to find information, there should be more fields to search in, narrowing down the results. For example being able to search for a name and post code instead of just one or the other” “Less clutter and fewer bulletins. Too much complicated interpretation of legislation. Simplifying the information and putting it all in one place” “I would like to see some of the tabs should be clearer as into what’s behind them, services doesn't always mean what you think it means. As practice manager I have to have 3 pin numbers and it would be nice to have one to log on” Q34D. What improvements would you like to see made to Land Registry’s website? Base: All who have used the website (291)

59 Data excludes Don’t Know responses
The web based practice guides, written/online practice guidelines and Landnet are all well rated Top 3 Box 89% 91% 92% YTD 90% 93% YTD N/A 89% Don’t knows & N/As 24% 30% 73% Data excludes Don’t Know responses Q26 How would you rate each of the following information and services provided by Land Registry? Base: All respondents (300) Base: Quality of written/online practice guidelines (228) ; Web based practice guides and bulletins (211); Landnet (80)

60 Land Registry Offices

61 Just less than half (46%) of customers interviewed have a dedicated customer team (down from 48% in June) and seven in ten of these know their team name. Over nine in ten rate the service they receive as either excellent or very good. Are your current Land Registry services provided by a dedicated Customer Team? Awareness of team name Rating of team YTD ‘12-’13 98% Top 3 Box 97% Q37A: Do you have a dedicated Customer Services Team? All respondents (300) Q37B. Do you know the name of the customer team who deals with your work? All who have a dedicated Customer Services Team: (138) Q37C: Overall, how would you rate the level of service provided by your Customer Team? All who know the name of their Customer Team: (96)

62 Reasons given for Dedicated Customer Team rating
Reasons for rating the dedicated customer teams highly include... Reasons given for Dedicated Customer Team rating “I've gotten answers each time I've contacted them and got the information I needed each time. I can understand the information easily. They are very quick” “Because they've been really helpful whenever we've wanted any additional information, if there's a problem with say a mistake in filling out registration forms we tend to get a call from them and they try to sort it out over the phone” “Because telephone calls are always quickly answered. The staff is knowledgeable and polite and questions are answered promptly.” “They have always dealt with anything quickly, and if they can’t give you an answer straight way, they always come back to you quickly.” “Every time we have needed something they have always gotten back to us quickly or responded in good time with full information” “Seem to know what they are talking about. Have a lot of local knowledge” “No complaints. Registration is prompt, we receive the information we require and there are no delays. It is generally a good service” “There have never been any problems; they are responsive helpful and efficient” “Because whenever I have had a problem, complaint or query they have always replied within a reasonable amount of time” Q37D Why do you say that? Base: Excellent/very good (89); good (4); fair/poor (2)

63 Areas of Improvement

64 Again, aspects of service received from LR are rated highly; nearly all customers rate the service excellent, very good or good Top 3 Box 94% 97% 97% 95% YTD 95% 97% 94% Base 263 272 268 123 Excludes ‘Don’t Know’ and ‘Unable to say due to no direct experience’ responses Q35. Thinking generally about the level of service from LR. How would you rate it over the last 6 months in terms of the following aspects? Base: All respondents excluding don’t knows and unable to says

65 Customer comments regarding service areas LR should improve…
Customers rating LR Excellent / Very Good (overall) “I think given my experience they have to be careful when copying documents” “In connection with Index map searches, they could be more helpful by providing a suitable plan rather than rejecting the one that you send in” Customers rating LR as Good (overall) “That they don’t visit the establishments anymore, they used to have workshops based at the office and they don't do it now” “Be prepared to show more flexibility on interpretations of Land Registry legislation and not to stick vigorously to practice guidelines” “It would be making the items you purchase electronically available longer” “A little more user friendly as far as the general public is concerned” “Not reject things because of minor error. Be able to help solve problems over the phone” “Making the online service a bit more intelligent. Make suggestions rather than being too rigid. Should make suggestions on the search engine. Perhaps postcode only” “I think that they could deal with registrations quicker especially first registrations” “Being more flexible. The Land Registry have fairly rigid rules on rejecting applications and with meeting criteria. It can be an oversight or problem on our part and it results in a the application being sent back in its entirety” Q11 Now thinking about the service you have received from Land Registry over the last 6 months, is there any specific area or service that Land Registry should improve on? Base: All respondents (300); customers rating LR excellent/very good (249); good/fair (46)

66 Conclusions & Recommendations

67 Conclusions Overall satisfaction remains high and is in line with the LR target of 96% whilst the YTD score is above this at 97%. Similarly, NPS is above the LR target of 40% at 50% whilst the YTD NPS score is very high at 52%. Both OSAT and NPS are down from June 12 albeit not significant Once again, speed of service is highly rated amongst customers and is the main reason cited for recommending the service. Accuracy and quality of information is also well regarded and remains an important driver of Satisfaction Comments highlight the importance of customer service and many praise the willingness of staff to help resolve queries as quickly as possible Land Registry brand values score well again this wave, although there are some drops in the top three box scores for reliability and consistency, seeking to understand customer needs and valuing the relationship with customer organisations. The most highly rated brand value is trust in LR to ensure the integrity and accuracy of the registers

68 Conclusions Again, customers with a dedicated team are more satisfied with all aspects of service and rate all brand values more highly. The rigidity of processes and procedures and the complexity of dealing with LR scores are in line with last wave and therefore there is still room for improvement Once again, requesting searches and official copies and submitting registrations are the top two key drivers of OSAT and it is important to maintain performance for these two touch points Overall, dedicated teams garner positive scores as customers are impressed by the service they receive from their representatives. The speed and efficiency of service received amongst customers who have a dedicated team is high but a similar proportion to last wave report to having one and 30% of customers that do, are unable to name their contact to there is still room for improvement.

69 Recommendations Maintaining and continuing to improve the customer relationship is key and focus should be on providing a customer-led service strategy. Land Registry is exceeding the NPS target and in line with the OSAT target and therefore is important to ensure customers keep receiving an excellent or very good service Dedicated customer teams are important in building this relationship and leading on customer service. They are also well placed to understand the needs of customers’ organisations and provide a service which meets or exceeds expectations Rigidity of processes and procedures is a key point raised this wave. This highlights that there is still room for improvement in the flexibility of dealing with customers and their requests Website ratings also suggest there is room for improvement, especially with regards to navigation and intuitiveness. Customer comments highlight the usefulness of the service but point to the difficulties encountered accessing the site and when searching for specific information

70 Appendix

71 Data includes Don’t Know responses
Q3. Can I ask what your job title is? Data includes Don’t Know responses Q3 Can I ask what your job title is? Base: All respondents (300)

72 Q6. How would you describe your type of organisation?
Data includes Don’t Know responses Q6 How would you describe your type of organisation? Base: All respondents (300)

73 Data includes Don’t Know responses
Q4. For which of these reasons have you personally dealt with Land Registry in the past 6 months? Data includes Don’t Know responses Q4 For which of these reasons have you personally dealt with Land Registry in the past 6 months? Base: All respondents (300)

74 Mean of 145 interactions with Land Registry every year
Q5. How often do you or your office have contact with or deal with Land Registry? Mean of 145 interactions with Land Registry every year Q5 How often do you or your office have contact with or deal with Land Registry? Base: All respondents (300) Factors used for mean: Daily (147); Weekly (90); Monthly (25); Every few months (28); Less often (10)

75 Q16. Do you or your organisation request preliminary enquiries such as official copies or searches from Land Registry? Q16 Do you or your organisation request preliminary enquiries such as official copies or searches from Land Registry? Base: All respondents (300)

76 Q18. Thinking about when you requested official searches and official copies directly from Land Registry, have you requested them through... Q18 Thinking about when you request official searches and official copies directly from Land Registry, have you requested them through....? Base: All who request searches and copies (265)

77 Q21. Do you or your organisation lodge applications for registration with Land Registry?
Q21 Do you or your organisation lodge applications for registration with Land Registry? Base: All respondents (300)

78 Q28. What types of information or guidance did you request?
55% have requested information or guidance from Land Registry in the last 6 months Q27 Have you or someone from your office requested any information or guidance from Land Registry in the last 6 months? Base: All (300) Q28 What types of information or guidance did you request? Base: All who requested info and/or guidance (165)

79 Q29. Which is the route or channel that you use most often when requesting information or guidance?
Q29 Which is the route or channel that you use most often when requesting information or guidance? Base: All who requested info and/or guidance (165)

80 Q31. Thinking about when you request information and guidance from Land Registry, have you liaised with... Q31 Thinking about when you request information and guidance from Land Registry, have you liaised with? Base: All who requested info and/or guidance (165)

81 Q38. Which, if any, office do you deal with or deal with most often?
Q38. Which, if any, office do you deal with or deal with most often? Base: All respondents (300)


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