Customer service and operations

Customer satisfaction

We carry out annual customer satisfaction surveys and bi-monthly mini satisfaction surveys; invite customers who come into our offices to complete a satisfaction questionnaire; hold regular meetings with representative groups and customers; and pay attention to comments, suggestions and complaints.

We invited 15,000 account holders to complete our 2004 survey.  400 customers completed it online (the first time we had provided this option) and the response rate was over three per cent higher than last year.  We are encouraged by the results.

• Private sector companies - 80 per cent rated our performance as much better/better than private sector companies (up from 77.4 per cent).
• Public sector organisations - 87 per cent rated our performance as much better/better than other Public sector organisations (up from 84 per cent).
• Land Charges services - 99.1 per cent were very satisfied/satisfied with the full range of services.