At the Land Title and Survey Authority of British Columbia (LTSA), the feedback of customers and stakeholders is fundamental to how we operate and essential for our continued success. Along with activities like focus groups, interviews and post-transaction surveys, LTSA regularly conducts a Customer Relationship Health Survey to measure overall satisfaction with LTSA other key performance measures. The survey is one of several ways we ensure we are meeting customer expectations and delivering value as we move toward fulfilling our vision of a real property market that is trusted and transparent.
Over the past three years, LTSA has worked with Sentis Market Research to administer the Customer Relationship Health Survey. Most recently, 2,500 survey responses were collected during two periods, September 2020 and March 2021. By distributing the survey over different times we were able to track and respond to changes related to COVID-19 and other market shifts that occurred during this time.
Across all responses, 97% indicated they were very satisfied or somewhat satisfied with LTSA overall with 94% of legal professionals indicating the same. In addition, 77% of respondents and 71% of legal professionals rated their overall experience with LTSA as excellent or very good.
LTSA is using these survey results to identify enhancements to our business that will improve our customers’ experience. We are continuing to improve the functionality of myLTSA and Web Filing and build additional online services to simplify the transaction process for both public and professional customers. We are also listening to our customers to help identify improvements such as enhanced package information and management tools. We will continue to strive for operational excellence, with new policy and process updates introduced in the upcoming months to help ensure the accuracy and efficiency of land title submissions.
Thank you to everyone who took the time to respond to the survey – we hope you will continue to share your feedback when the next survey is distributed. Look for the link to the next LTSA Customer Relationship Health Survey to arrive in your email inbox in January 2022.