Registration service customer satisfaction survey 2003
| Purpose | To provide data on the key issues the modernisation project team are considering. * The satisfaction with the current service received by users and particular aspects of the experience. * How respondents would prefer to contact the Registration Service in the future, which office they would use out of preference in Lancashire and the times they would prefer to visit. * The likelihood of respondents using the service if it were available in their local hospital for the registration of births or deaths. * Any comment users had on improvements that could be made to the service. |
|---|---|
| Subject |
Registration of births, deaths and marriages |
| Commissioned by | Registration Service Modernisation Project Team |
| Geographic area |
All of Lancashire |
|---|---|
| Method |
Questionnaire - postal |
| Consultation with |
Service users |
| Date | 06/08/2003 - 22/06/2003 |
| Undertaken by | Corporate Research and Intelligence Team, Policy Unit |
Results
| Number in sample | 4400 |
|---|---|
| Number of responses | 1564 |
| Response rate | 35% |
| Key findings | Overall the Registration Service is well regarded by its customers. In the main all service aspects score highly, with most respondents rating the elements as either very or fairly good. There are a limited number of opportunities to improve the service and improve further the levels of satisfaction experienced by users. Customers of the service visit the offices during times of very different emotions from the very highest to the very lowest. Across all groups the service they receive seems appropriate to their needs within the framework of this questionnaire. It is more the physical, tangible elements of the experience that require an improvement. The results show a small number of key areas to improve the Service. The main areas to improve the service are: * the parking facilities for customers; * the opening hours of the office; * the promptness of the appointment times; and * the physical environment of the office where customers are seen. |
Project document(s)
Report(s)
Contact information
For more information about this research contact:
Mick Edwardson
01772 530290
mick.edwardson@lancashire.gov.uk
Email: haveyoursay@lancashire.gov.uk