Registrars Customer Surveys and Consultation

Customer Surveys and Consultation

customer satisfaction survey was undertaken in January 2010 to evaluate the level of service Tameside Register Office is providing in birth, death and marriage notice registration to customers.

Births and Deaths

68 questionnaires were returned out of 605, 29 birth registration and 39 death registration.

The outcome from the survey indicated areas for service improvement.

Contact With The Office

Birth Registration Responses	Death Registration Responses		Action
93.1%	78.9%	Of customers contacted the office by telephone.	Information on the new on-line booking system has been circulated to Funeral Directors and the hospital pack for new parents to encourage on-line booking.
96.6%	100%	Did not experience any difficulties in contacting the register office.	The transferring of the calls to the Call Centre will enable customers to have better access.
96.6%	97.3%	Did not encounter any difficulties in gaining access to the Registration Office.	See below 2 items:-
3.4%	n/a	Said the main door was not sign posted very well.	Further signage is now available from the main doors.
n/a	2.7%	Parking at Tameside hospital was difficult.	There is work taking place at Tameside Hospital which had decreased the number of parking spaces.
75.9%	79.5%	Received information about the service before contacting the registration office. This was publicity at the hospital / midwife / friends / registration office / Funeral Director.	This is addressed through stakeholder communication.

Making The Appointment

Birth Registration Responses	Death Registration Responses		Action
86.2%	84%	Were aware there was an appointment system at the Register Office.	Information on the new on-line booking system has been circulated to Funeral Directors and the birth pack for new parents at Tameside Hospital.
93.1%	84.2%	Made an appointment at the Register Office.	The remaining were seen as a walk in appointment.
92.9%	97.3%	Were able to select a time convenient to them.	No indication from results as to why appointment was not convenient.
89.7%	81.6%	Of customers were seen within less than 10 minutes of their appointment time.	KPIs indicate that 99% of customers are seen within 10 minutes of their appointment time.
96.6%	100%	Were happy with the opening hours.	No indication from results as to why customer was not happy with opening hours.
44.88%	41.8%	Indicated it would be useful to register at Tameside Hospital.	We register deaths 2 days per week at Tameside Hospital. At present there is no availability to register births.

The Registration Process

Birth Registration Responses	Death Registration Responses		Action
100%	100%	Of the Registrar staff introduced herself to the customer.	N\A
100%	100%	Felt at ease.	N\A
100%	100%	Had the registration process explained to them.	N\A
92.6%	100%	Did not experience any difficulties during the registration process.	N\A
100%	100%	Found the Registrars to be polite, responsive and helpful.	N\A
100%	97.3%	Had all questions answered.	N\A
96.6%	100%	Were happy with the quality of service received.	No indication from results as to why customers were not happy with quality of service.

The Registration Office

Birth Registration Responses	Death Registration Responses		Action
100%	94.7%	Found the condition of the office welcoming, comfortable and acceptable.	The remaining were neither satisfied nor dissatisfied.
100%	94.6%	Found the reception area welcoming, comfortable and acceptable.	The remaining were neither satisfied nor dissatisfied.
89.7%	89.2%	Were satisfied with the location of the office.	The remaining were neither satisfied nor dissatisfied.

General

Birth Registration Responses	Death Registration Responses		Action
55.2%	46.2%	Were aware there is a complaints procedure in place.	Information on how to make a suggestion, compliment or complaint is made available at the Register Office or any Tameside Customer Service Centres.
69%	48.7%	Were not aware the Registration Service had a website.	Included on leaflets for birth and death registration.

Marriages

10 marriage surveys were returned out of 140.

Contact With The Office

Responses		Action
80%	Of customers contacted the office by telephone.	Information on the new on-line booking. The on-line booking system should increase the number of on-line bookings.
90%	Did not experience any difficulties in contacting the register office.	The transferring of the calls to the Call Centre will enable customers to have better access.
100%	Did not encounter any difficulties in gaining access to the Registration Office.	N\A
80%	Found the opening times convenient.	20% required later or earlier opening times.

Making The Appointment

Responses		Action
80%	Were aware that there is an appointment system at the Register Office.	More publicity required on the new on-line system.
100%	Made an appointment.	N\A
90%	Were able to select a convenient appointment time.	View to changing opening hours for a late night opening.
100%	Gave notice of marriage at Tameside Register office.	N\A
80%	Were seen at the agreed time.	The remaining 20% were seen earlier.
100%	Felt the process of giving notice of marriage was explained fully to them.	N\A
100%	Felt no more could have been done to assist the understanding of the process.	N\A
100%	Who had the ceremony in Tameside were given leaflets to take away, the remaining were having a ceremony outside Tameside.	N\A
100%	Found the information leaflets useful.	N\A
100%	Who had the ceremony at Tameside were given chance to enhance their ceremony, 40% were ceremonies outside Tameside – 30% had not yet had ceremony.	N\A
100%	Who had the ceremony at Tameside felt enough information was provided on the day of the ceremony when interviewed by the Registrar prior to the ceremony.	N\A
100%	Who had the ceremony at Tameside met all their needs and requirements.	N\A

General

Responses		Action
70%	Were aware there is a complaints procedure in place.	Information on how to make a suggestion, compliment or complaint is made available at the Register Office or any Tameside Customer Service Centres.
70%	Were not aware the Registration Service had a website.	More publicity required.

Page last updated: 31 August 2010