§ Mr. BercowTo ask the Parliamentary Secretary, Lord Chancellor's Department what new steps her Department took in 2001–02 to consult the users of its services about their wishes and expectations; and if he will publish the findings. [47308]
§ Ms Rosie WintertonThe Court Service has initiated a programme of regular customer satisfaction surveys of court and tribunal users. A press notice was released in April last year, giving details of the first findings. The second part of the survey was completed in November 2001 and the third is in progress: these results will be published in the summer of 2002. All magistrates' courts carry out two court user surveys a year. The results are published and can be found in the House Library.
The Public Record Office and HM Land Registry conduct formal customer surveys each year. The Public Record Office conducted four customer satisfaction surveys of visitors to Kew and the Family Records Centre and achieved an average user satisfaction figure of 95.6 per cent. The highlights of the survey will be published in the Keeper's Report.
The results from the Land Registry 2001 annual survey show that 99 per cent. of respondents were either "very satisfied" or "satisfied" with the Registry's services. The results are published on the Land Registry website.
In addition the Lord Chancellor's Department conducts a programme of research across its responsibilities which bear on service users and their wishes and expectations. The results are published. Details of the research programme are available from the Department's website.
The Lord Chancellor's Department also issues consultation documents from time to time. These are published on the Department's website. In line with the Code of Practice on Written Consultation summaries of responses to consultation papers are published and are also available from the Department's website.