Monitoring our performance - Weddings and ceremonies
We monitor our performance against our service standards and targets on a monthly basis.
Annual performance figures for April 2024-March 2025
Copy certificates (historic)
A certificate will be issued if the correct information and correct fee is received and the records are held at this office. Our target is for 95% of these to be issued within the statutory timeframe (editor - what is the statutory timeframe?)
| Service | Number | Performance |
|---|---|---|
| Copy certificates issued | 4358 | 100% issued within 15 working days of receipt |
| Priority orders | 871 | 100% issued with two working days of receipt |
We received three survey results. All were regarding the online ordering of certificates.
Birth registration
Target: 95% to be offered an appointment at the Register Office within five working days.
Our performance:
| Birth appointments requested | Percentage of appointments offered within five working days |
|---|---|
| 3335 | 98% |
We received no survey entries.
Death registration
Target: 95% to be offered an appointment at the Register Office within two working days.
Our performance:
| Death appointments requested | Percentage of appointments offered within two working days |
|---|---|
| 2553 | 98% |
We received no survey entries.
Marriage and civil partnership notice appointments
Target: 95% to be offered an appointment at the Register Office within 10 working days.
Our performance:
| Notice appointments requested | Percentage of appointments offered within 10 working days |
|---|---|
| 1136 | 53% |
We received no survey entries.
Complaints figures April 2024-March 2025
These figures are for all areas of the service.
| Complaints received | Complaints upheld |
|---|---|
| 6 | 0 |
Web feedback
During 2024-25, we received feedback from eight customers:
| Website rating | Percentage of total ratings |
|---|---|
| Excellent | 25% |
| Good | 25% |
| Poor | 50% |
The high level of poor responses was attributed to technical issues, and further or improved details needed. We responded to or improved these details where possible.
Customer satisfaction for ceremonies 2024-25
Complete your ceremonies feedback survey. (Editor - this feels out of place here. If you want to guide readers to complete the form, I suggest having a separate heading for this, possibly after the quotes as this is the best place for actions or next steps)
All customers are given the option to complete a survey at any point during their communication or appointment with us throughout the year.
From 1136 notice appointments and 956 ceremonies, we received 79 responses. The results of the ceremony survey were:
How easy of difficult did you find booking your ceremony?
| Rating | Percentage of total ratings |
|---|---|
| Very easy | 75% |
| Easy | 24% |
| Difficult | Less than 1% |
| Very difficult | Less than 1% |
Overall, how satisfied or dissatisfied were you with your ceremony?
| Satisfaction | Percentage of total ratings |
|---|---|
| Very satisfied | 90% |
| Fairly satisfied | 8% |
| Fairly dissatisfied | Less than 1% |
| Very dissatisfied | Less than 3% |
To what extent do you agree or disagree that the registration staff were professional?
| Response | Percentage of total ratings |
|---|---|
| Strongly agree | 92% |
| Agree | 7% |
| Disagree | Less than 1% |
To what extent do you agree or disagree that they staff treated you with courtesy and respect?
| Response | Percentage of total ratings |
|---|---|
| Strongly agree | 93% |
| Agree | 4% |
| Disagree | less than 2% |
Did we make your day special?
| Response | Percentage of total ratings |
|---|---|
| Yes | 96% |
| No | 4% |
Some comments we received about some of our recent ceremonies
(Editor - having all the quotes in the blockquote styling is a bit much so I've just put every other quote in this. It may be even more effective if you want to highlight the feedback you're especially proud of)
“Beautiful venue made us feel very relaxed and made a very small, no frills wedding so special. It made us want to do it again already.”
“Amazing day beautiful venue 10/10.”
“All the staff we have spoken to have been really helpful and friendly. We felt very well supported. ** (who conducted our interview and ceremony on the day) were both really lovely and made us feel comfortable when we were both feeling nervous beforehand. Thank you :)”
“Everything was as we would have expected it to be. We were made very welcome and it was explained before the ceremony what was expected of us. I wouldn't have changed a thing.”
“** and the team were superb. I was so nervous and they were so reassuring and helped calm my nerves. ** performed a beautiful ceremony and was such a comforting presence when I was so very in need of calming. The team were the very best and I couldn’t fault one single thing.”
“The registrar was incredible. He made me and my husband feel at easy and relaxed. He even mentioned at the end that it was a special day not only because we got married it was also our anniversary.”
“Warm inviting environment very friendly staff, Beautiful golden Jubilee room.”
“From the first time we contacted the register office to the ceremony all the people we dealt with went out of their way to be friendly but were always professional and helped us all along the way. It made, what could have been a very mundane formality, into one that was really fun and we will remember it fondly.”
“Ceremony staff were wonderful friendly and professional.”
“The registrar demonstrated utmost professionalism and courtesy throughout the ceremony. Subsequently, we expressed our desire for a group photograph, and one of the officiants graciously obliged by taking a picture of us.”
