Customer Service and Operations
Speed and accuracy
We achieved all targets for speed of service.
- Processed 86.1% of all registrations within 20 working days (target
75%)
- Processed 100% of all preliminary applications within 2 working
days (target 98%).
- Customer satisfaction with speed of service increased.
- All registrations - 97.5% satisfied/very satisfied
- Processing dealings of whole - 99.3% satisfied/very satisfied (up
from 99%).
- New Title applications - 95.7% satisfied/very satisfied (up from
93.2%).
Following the successful implementation of same-day processing of dealings
in 2002 we have now been able to make real progress towards sameday
processing of New Title applications.
Once again, we exceeded our Key Performance Target relating to accuracy
of registrations.
-
98.74% of all registrations
were processed free of error (up from 98.73%, target of 98.50%)
-
96.2% of customers were satisfied/very
satisfied with the accuracy of registrations (up from 95.5%).
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