CUSTOMER SATISFACTION SURVEY QUESTIONNAIRE
Q1. How do you identify yourself?
Q2. What is your usage rate of the services provided by the Lands Department in the past six months?
Q3. Which channel(s) do you often use to communicate with Lands Department? (You may circle more than one choice)
Q4. What kinds of services have you been involved in the Lands Administration Office (LAO) ? (You may circle more than one choice.)
Q5. What kind of services have you been involved in the Survey and Mapping Office (SMO) ? (You may circle more than one choice)
Q6. What kind of services have you been involved in the Legal Advisory and Conveyancing Office (LACO) ? (You can tick more than one choice)
Questions Q7-Q13 are related to services offered by the Lands Administration Office.
If NOT applicable, please skip the question and go to the Question 14.
Please write the most appropriate number.
1=Very Dissatisfied ; 6=Very Satisfied ; N/A=Not Applicable
Q7. Lease modification/ Land exchanges (non-small house cases)
| 7.1 | Time taken to notify the result of application |
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| 7.2 | Clarity of explanations given by LAO for rejecting the application |
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| 7.3 | Time taken to process the case following the acceptance of application |
Q8.
| 8.1 | Time taken to process the applications of rebuilding of temporary domestic structures within existing dimensions. |
Q9. Acquisition of agricultural lands in New Territories
| 9.1 | Waiting time to receive the non-statutory compensation offer |
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| 9.2 | Waiting time to receive the cheques for the amount of compensation offered |
Q10. Acquisition of land that is being resumed
| 10.1 | Waiting time to receive an offer of statutory compensation or an invitation to claim |
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| 10.2 | Waiting time to receive the payment of interest on statutory compensation |
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| 10.3 | Waiting time to receive the ex-gratia removal allowance |
Q11. Execution of NT small houses grants
| 11.1 | Time taken to notify the result of application | |
| 11.2 | Clarity of explanations given by LAO for rejecting the application |
Q12. Issue of Cert. of Compliance or Letter indicating non-compliance reason
| 12.1 | Time taken to notify the result of Application |
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| 12.2 | Clarity of reasons given by LAO for not issuing of the Certificate of Compliance |
Q13. Approval of development plans
| 13.1 | Time taken to process the Master Layout Plan and landscaping proposals |
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| 13.2 | Time taken to process the General Building Plans |
Questions Q14-Q17 are related to the services by Survey and Mapping Office.
If NOT applicable, please skip these questions and go to Question 18.
Q14. Setting out of Land boundaries
| 14.1 | Time taken to set out the boundaries of a land parcel |
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| 14.2 | Accuracy of defining land boundaries |
Q15. Provision of mapping and Geodectic information
| 15.1 | Time for handling requests for mapping, land boundary and geodectic information |
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| 15.2 | Price for handling requests for mapping, land boundary and geodectic information |
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| 15.3 | Updateness of mapping, land boundary and geodectic information |
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| 15.4 | Accuracy of information provided |
Q16. Supply of up-to-date large scale plans and mapping products
| 16.1 | Time taken to meet request for large scale plans and mapping products |
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| 16.2 | Accuracy of mapping products |
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| 16.3 | Convenience to purchase the products |
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| 16.4 | Price of the mapping products |
Q17. Supply of digital map data
| 17.1 | Time for handling request for digital data |
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| 17.2 | Compatibility of digital data format | |
| 17.3 | Flexibility of digital data format |
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| 17.4 | Price of the digital data mapping products |
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| 17.5 | Usefulness of digital data format |
Questions Q18-Q27 are related to the services by Legal Advisory and Conveyancing Office.
If NOT applicable, please skip these questions and go to Question 28.
| Q18 | Are you satisfied with the time taken to obtain the information you need? |
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| Q19 | In acquisition of private land by Government, are you satisfied with the speed of title checking? | |
| Q20 | Are you satisfied with the application procedures for the sale of uncompleted flats? |
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| Q21 | Are you satisfied with the time taken for processing applications for the sale of uncompleted flats? |
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| Q22 | Are you satisfied with the time taken for approval of Deeds of Natural Convenant? |
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| Q23 | How do you feel about the conveyancing services for regrant of expired leases and assignment of flats to former owners? |
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| Q24 | How do you feel about the conveyancing services for Government-built Housing Schemes and Civil Servant’s Co-operative Building? |
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| Q25 | How do you feel about the services provided by LACO for the transfer of Common Property to Owners Corportations? |
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| Q26 | How do you feel about the conveyancing services for villagers in the New Territories? |
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| Q27 | How do you feel about the apportionment of Government rent and collection of outstanding Government rent? |
MISCELLANEOUS VIEWS ON LANDS DEPARTMENT
Q28. Response of counter staff/receptionist to enquiries
| 28.1 | Efficiency of counter staff in processing enquiries |
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28.2 |
Efficiency of counter staff to identify appropriate supervisor(s)/case officer(s) for detailed information |
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| 28.3 | Level of courtesy that was shown towards clients |
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| 28.4 | Level of attentiveness to clients’ requests |
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| 28.5 | Attitude towards his/her work |
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| 28.6 | Knowledge of his/her work and functions of the office |
Q29. Response of supervisor(s)/case officer(s) to process enquiries
| 29.1 | Efficiency of supervisor(s)/case officer(s) in processing enquiries |
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| 29.2 | The level of courtesy that was shown by supervisor(s)/case officer(s) when processing enquiries |
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| 29.3 | Clarity of instructions or explanations given by supervisor(s)/case officer(s) |
Q30. Miscellaneous aspects
| 30.1 | The location of Lands Department offices |
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| 30.2 | The offices are spacious |
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| 30.3 | The comfortableness of the reception areas |
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| 30.4 | The availability of facilities for writing in the office |
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| 30.5 | The clarity of information given on the notice boards |
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| 30.6 | The availability of pamphlets describing the various services offered |
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| 30.7 | The usefulness of information given on the various leaflets published |
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| 30.8 | The sufficiency of information given on the various published leaflets |
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| 30.9 | The usefulness of information given on the internet |
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| 30.10 | The design of various application forms |
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| 30.11 | Availability of communication channels offered by the Lands Department |
Q31. Please feel free to give any suggestion which may help the Lands Department to improve its services in future.
_____________________________________________________________________________
Name :_________________ Contact phone number:______________________
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