In December 2016 we carried out a survey asking how satisfied customers were with the service, including accessibility and locations. One-hundred questionnaires were handed out to customers and all were returned. This is what was said about the service:
"Very helpful, couldn't have been better."
"Great service, was fast, efficient, helpful and lots of smiling faces which makes a huge difference. Thanks."
"Brilliant service despite the computers trying to defeat them. A credit to the service."
"The registrar was the most welcoming and professional person to deal with me and my family. Everything was fully and clearly explained to us. The Tell Us Once service was a great help and she took all the time necessary to make sure we fully understood."
"On all of our dealings with Scunthorpe registration service in person or by phone, we have found them to be very helpful and efficient. Our wedding rehearsal was particularly good. We found them to be friendly, helpful, efficient and it has made our experience a happy one."
"Thanks for all your help."
"Very kind and supportive, made everything very easy for me."
"Very helpful and friendly staff. Very patient, caring and efficient. Thank you for making it an easy process at such a difficult time."
We also routinely send an e-survey out to customers after ceremonies. From June 2016 to December 2016 we received 69 responses. Comments included:
"Cannot give a more glowing review about registry staff on the day of our wedding. Everyone we came into contact with - from walking through the door to leaving, were a pleasure. Thank you so much for an unforgettable wedding day."
"The deputy registrar that conducted our ceremony was amazing. We would like to thank her for putting us at ease an explaining everything so clearly and speaking slowly during our vows as requested."
"Enjoyed every moment of the ceremony. Nothing I asked for was too much for the staff. Very grateful and thank you."
"All the staff were friendly, helpful, efficient and very personable. All of which led to it being a very relaxed ceremony that all the guests commented on stating how fun and enjoyable the whole day was."
"We were pleasantly surprised to have two young (20 to 30 year-old) registrars at our ceremony. It really suited the tone of our wedding and I think the choice of style of registrar should be something that is available."
What we have done based on the comments
We have passed on these comments to our staff and thanked them for their high standards of customer care.
To enable us to be available for more weddings, particularly at popular times, we have recruited a team of casual marriage registrars. The team is diverse and we now have a number of younger staff.
Customer care training is on-going and we aim to maintain this high standard at all times.