Online Annual Review 2005/6

Speed

We met both of our performance targets relating to speed of service. At the year end we processed 98 per cent at the yearend of official copy and search applications processed within two working days (target 98 per cent). We processed 89.7 per cent of all registrations within 18 working days (target 80 per cent).

For a number of years, satisfaction levels for the speed of service for dealings of whole (where no amendment is needed to the title plan) have been at very high levels. Satisfaction has continued to grow.

• Sixty one per cent of our customers very satisfied (0.3 per cent dissatisfied).
• Nineteen of our 24 offices had no dissatisfied customers at all.
• New title casework – 36.3 per cent very satisfied customers (up from 33.1 per cent in 2004) and only 2.2 per cent dissatisfied customers.
• Customers kept well informed – 81 per cent (up from 78 per cent).