Customer Satisfaction Ratings

The Register Office is always keen to find out what its customers think about the service they receive and how satisfied they are.

Questionnaires are given out to each customer who gives notice or holds their marriage ceremony, civil partnership, civil ceremony or citizenship ceremony within the Royal Borough. There is also a public comment form that you can pick up in the reception area of the Register Office or fill in our on-line Comment Form version.

We have been recording customer feedback since 2000 and a summary of the level of customer satisfaction for the year 1 April 2006 — 31 March 2007 is set out below.

At total of 3,768 questionnaires were given out to customers in the year 1 April 2006 – 31 March 2007 and 566 (15 percent ) were returned. The overall satisfaction ratings for these is as follows:

70.6 percent said they were delighted with the services we provide
13.8 percent said they considered the services we provided to be very good
1.8 percent said they considered the services we provided to be good
0.2 percent said they considered the services we provided to be fair
0.2 percent said they considered the services we provided to be poor
11.4 percent did not state an opinion on the services we provide

The breakdown of these ratings is as follows

1,195 marriage and civil partnership questionnaires were given out to customers and 323 (27 percent) were returned. Of those:

69.9 percent said they were delighted with the services we provide
15.9 percent said they considered the services we provided to be very good
3.2 percent said they considered the services we provided to be good
0.7 percent said they considered the services we provided to be fair
0 percent said they considered the services we provided to be poor
10.6 percent did not state an opinion on the services we provide

1,424 notice of intent questionnaires were given out to customers and 53 (3.7 percent) were returned. Of those:

75 percent said they were delighted with the services we provide
12.4 percent said they considered the services we provided to be very good
0 percent said they considered the services we provided to be good
0 percent said they considered the services we provided to be fair
0 percent said they considered the services we provided to be poor
12.6 percent did not state an opinion on the services we provide

1,137 citizenship questionnaires were given out to customers and 190 (16.7 percent) were returned. Of those:

73.4 percent said they were delighted with the services we provide
13 percent said they considered the services we provided to be very good
2.1 percent said they considered the services we provided to be good
0 percent said they considered the services we provided to be fair
0.6 percent said they considered the services we provided to be poor
11 percent did not state an opinion on the services we provide

The response from customers is overwhelmingly positive with a consistently very low level of negative feedback or complaints received. Unsolicited tributes and questionnaires with complimentary messages are also further indication of customer satisfaction with our services.

Thank you to all those customers who took the time and trouble to give us their feedback.

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