Online Annual Review 2005/6

Wider business performance measures in 2005/6

Other key areas of business	Achieved 2004/05		Achieved 2005/6
Customer service
Speed Percentage of customers who are very satisfied/satisfied with the speed of service of office copies and official search applications. Percentage of customers who are very satisfied/satisfied with the speed of service of registrations Average number of days taken to process: first registrations dispositionary first leases transfers of part dealings of whole official copies official searches	99.4 97.7 11 10 12 4 2 1		99.31 98.61 11 16 16 5 3 1
Percentage of general correspondence (letters, faxes and e-mails) responded to within five working days	98		97
Accuracy Percentage of customers who are very satisfied/satisfied with the accuracy of registrations	97.8		97.9
Overall Satisfaction 1 Percentage of customers who, overall, are very satisfied with the full range of services provided by the Land Registry	45.1		47.1
Financial
Percentage cumulative reduction in fees since becoming a trading fund	53.7		53.7
Strategic
Number of registered titles (millions) Percentage electronic delivery capability of Land Registry’s key services Percentage (area) of freehold of England and Wales registered Number of registrations: first registrations discharges mortgages transfers for value leases		19.9 80 48.01 297,405 2,486,875 2,680,128 1,378,200 167,234		20.5 100 54.47 309,609 2,502,318 2,627,999 1,270,867 173,610

1 Results from 2005/6 annual satisfaction survey.