Three-quarters (76 percent) of survey respondents rated their experience with NSW LRS as excellent. This compares to a 51 percent rating in 2019.
NSW LRS received more than 220 responses to its annual survey, with responses coming in from the legal, conveyancing and surveying industry.
Overall 85 percent of customers were satisfied with the new procedures and measures NSW LRS introduced to facilitate digital lodgment and e-options at the start of the COVID-19 pandemic.
ePlan was our top performing channel for customers, with an 80 per cent favourable score. New initiatives this year to streamline service for ePlan customers includes electronic relodgment of paper plans, returning finalised amended plans to surveyors and plan revision search.
All industry sectors improved their ratings, with the biggest jump seen in the conveyancing sector, who reported a 30 percent overall satisfaction improvement in their dealings with NSW LRS.
Accuracy, quality and reliability were our top performing service features, reflecting our priority to ensure the integrity of the Register.
The survey results reflect our ongoing investment in customer service and excellence. For example:
- Our successful move to our new Lodgment Office at 175 Liverpool Street has redesigned the customer experience
- Our digital transformation programme including rollout and enhancement of eConveyancing, Virtual Lodgment Portal and Secure Upload Portal
- Rollout of reference guides and checklists to assist our customers with the plan lodgment process. Click here to visit our guides and checklists
We will take on board customers comments and work hard to improve personalised service through our call centre and customer enquiry channels.
Find out more
Getting in touch with NSW Land Registry Services is easy. Call us on (02) 8776 3575,
contact us online or visit
www.nswlrs.com.au