As a customer-centric organization, the Land Title and Survey Authority of British Columbia (LTSA) periodically conducts a Customer Relationship Health Survey to receive feedback from customers and stakeholders. The survey measures overall satisfaction with LTSA and 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.
In fiscal year 2020/21, LTSA worked with Sentis Market Research to administer the survey. Over 2,500 survey responses were collected in September 2020 and March 2021. By conducting the survey over two periods, 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, LTSA received a rating of 97% for overall satisfaction which represents the percentage of respondents who indicated that they were very satisfied or somewhat satisfied with LTSA overall. This is consistent with the rating from the previous survey in 2018, which was also 97%.
In addition, 77% of respondents rated their overall experience with LTSA as excellent or very good. A total of 85% of respondents gave the organization a rating of excellent or very good for being a trusted partner for property information.
LTSA is using these survey results to identify enhancements to our business that will improve our customers’ experience. Over the coming months, we plan to:
- Continue to improve the functionality of myLTSA and Web Filing to increase the efficiency, accuracy and security of land title submissions.
- Help customers reduce defects by refining system validation and increasing awareness about common defects and how to avoid them.
- Increase online services to simplify the transaction process for both public and professional customers.
Learn more about our progress on Stakeholder and Customer Objectives in 2021.
Thank you to everyone who took the time to share your feedback. The next LTSA Customer Relationship Health Survey will be conducted in early 2022.