Transcript Presentation

Customer satisfaction poll at land registries of
municipal courts and cadastral offices, and public
perception
Pripremljeno za: Real Property Registration and Cadastre Project
Pripremio:
PULS
Datum:
14 December 2006
Table of Contents
 Introduction and methodology – customer satisfaction
 Results of customer satisfaction polls at land registries and cadastral offices
 Customer satisfaction at land registries of municipal courts
 Customer satisfaction at cadastral offices
 Methodology – public perception
 Poll results – public perception
 land registries
 cadastre
 real property status
 “Organized Land“ Project
 Methodology – customer satisfaction – legal entities
 Poll results – customer satisfaction – legal entities
 land registries of municipal courts
 cadastral offices
 “Organized Land“ Project
2
Methodology – customer satisfaction
 The poll was carried out using the methodology defined in the
bidding documents while the implementation plan was
proposed by the Puls Agency.
 The poll was carried out at all land registries of municipal courts
and all cadastral offices and branch offices.
 Customers filled in a questionnaire handed out at counters and
admission desks in the offices where the poll was being carried
out. The staff of the municipal court land registries and
cadastral offices were obliged to inform the customers about
the poll and offer them the questionnaire.
 After filling it in, the customers had to put the questionnaire in a
sealed box posted at a visible location near the exit from the
land registry/cadastre.
3
Methodology – customer satisfaction
 The field research lasted 10 days: 6-17 November.
 At certain offices, the polling started on 7 November due to
technical reasons and was accomplished there one day later.
 At the land registry of the Zagreb Municipal Court, the polling
was additionally extended due to a small number of
questionnaires (about 100) filled in during the regular polling.
Therefore, the polling was extended between 20 and 24
November.
 Apart from extending, in this period we began to actively
distribute the questionnaires through the Puls Agency
associates and land registry staff in order to motivate as many
customers as possible to take part in the poll.
 In total, the customers’ response was relatively scarce. A total
of 11,520 questionnaires was filled in out of 33,000 that were
distributed, accounting for about 1/3.
 Out of the planned 12,000 questionnaires, 5,289 (ca. 44%) were
filled in at the cadastre while ca. 6,231 out of the planned 21,000
(ca. 30%) were filled in at land registries.
4
Methodology – customer satisfaction
 At several land registries and cadastral offices, there were difficulties
with people disregarding the instructions on how to organize the poll
implementation which was mostly rectified by subsequent
interventions.
 Some of the initial problems when launching the poll were caused by a
relatively belated distribution of information within the system.
 In order to boost the poll effectiveness in terms of collecting as many
questionnaires as possible, additional, previously unscheduled
activities were carried out during the polling, both by the Puls Agency
and the Client.
 Puls organized a field visit to most cadastral offices and land registries
after the first few days of the polling in order to check out whether all
materials had been placed according to instructions and to inform the
staff once again about the need to elicit customers’ participation.
 The Client additionally called upon all land registries and cadastral
offices in order to further motivate the staff to cooperate.
5
POLL RESULTS
6
Poll results – customer satisfaction – natural
persons
 Customer satisfaction at land registries of municipal courts
 Customer satisfaction at cadastre
7
Sample realization – land registries
Planned
sample
Sample
obtained
%
Planned
sample
Sample
obtained
%
Belom manastiru
200
56
28%
Garešnici
70
70
100%
Benkovcu
50
48
96%
Glini
50
48
96%
Biogradu na moru
100
21
21%
Gospiću
80
34
43%
Bjelovaru
250
64
26%
Gračacu
50
6
12%
Blatu
50
15
30%
Grubišnom polju
60
14
23%
Bujama
300
119
40%
Gvozdu
50
40
80%
Buzetu
60
57
95%
Hrvatskoj Kostajnici
50
24
48%
Crikvenici
150
49
33%
Iloku
80
58
73%
Čabru
50
16
32%
Imotskom
50
42
84%
Čakovcu
350
37
11%
Ivancu
100
59
59%
Čazmi
70
48
69%
Ivanić gradu
100
33
33%
Daruvaru
100
38
38%
Jastrebarskom
150
37
25%
Delnicama
50
53
106%
Karlovcu
400
26
7%
Donjem Lapcu
50
32
64%
Kaštel Lukšiću
150
53
35%
Donjem Miholjcu
80
69
86%
Klanjcu
50
50
100%
Donjoj Stubici
80
64
80%
Kninu
60
22
37%
Drnišu
60
41
68%
Koprivnici
250
73
29%
Dubrovniku
300
43
14%
Korčuli
70
55
79%
Dugom selu
150
84
56%
Korenici
50
14
28%
Dvoru
50
0%
Krapini
80
28
35%
Đakovu
250
196
78%
Križevcima
150
15
10%
Đurđevcu
100
56
56%
Krku
250
89
36%
Municipal court at
Municipal court at
LRs marked in red had 20% lesser achievement than planned
8
Sample realization – land registries
Planned
sample
Sample
obtained
%
Planned
sample
Sample
obtained
%
Kutini
200
90
45%
Petrinji
100
46
46%
Labinu
150
92
61%
Pitomači
60
18
30%
Ludbregu
100
4
4%
Pločama
50
53
106%
Makarskoj
150
32
21%
Poreču
300
272
91%
Malom Lošinju
100
44
44%
Požegi
300
123
41%
Metkoviću
50
45
90%
Pregradi
50
49
98%
Našicama
150
23
15%
Prelogu
100
15
15%
Novi Vinodolski
60
17
28%
Puli
800
53
7%
Novoj gradiški
200
94
47%
Rabu
80
10
13%
Novom marofu
100
35
35%
Rijeci
800
99
12%
Novskoj
100
55
55%
Rovinju
200
176
88%
Obrovcu
50
28
56%
Samoboru
250
247
99%
Ogulinu
100
46
46%
Senju
50
17
34%
Omišu
70
15
21%
Sesvetama
250
71
28%
Opatiji
250
83
33%
Sinju
100
12
12%
Orahovici
60
47
78%
Sisku
300
31
10%
Osijeku
650
130
20%
Slatini
100
35
35%
Otočcu
100
71
71%
Slavonskom Brodu
500
30
6%
Ozlju
50
41
82%
Slunju
50
42
84%
Pagu
50
10
20%
Solinu
150
10
7%
Pakracu
100
46
46%
Splitu
850
94
11%
Pazinu
100
86
86%
Starom gradu
100
15
15%
Municipal court at
Municipal court at
LRs marked in red had 20% lesser achievement than planned
9
Sample realization – land registries
Planned
sample
Sample
obtained
%
Supetru
150
60
40%
Svetom Ivanu Zelini
100
35
35%
Šibeniku
300
67
22%
Tisnom
70
47
67%
Trogiru
150
4
3%
Valpovu
150
30
20%
Varaždinu
400
90
23%
Velikoj gorici
300
99
33%
Vinkovcima
300
124
41%
Virovitici
250
111
44%
Vojniću
50
41
82%
Vrbovcu
100
38
38%
Vrbovskom
50
12
24%
Vrgorcu
50
48
96%
Vukovaru
200
147
74%
Zaboku
100
81
81%
Zadru
650
11
2%
Zagrebu
3320
290
9%
Zaprešiću
250
57
23%
Zlataru
80
27
34%
Županji
200
64
32%
Municipal court at
LRs marked in red had 20% lesser achievement than planned
10
Reasons for visiting a land registry
For what purpose/service did you come to the land registry today?
58%
Obtain title deed
20%
Register transfer of title
6%
Register mortgage
4%
Purge mortgage
Register subdivision
2%
Register an object
2%
Register condominium ownership
2%
Correct address or parcel number
2%
Register fiduciary right
1%
Register co-ownership division or annulment
1%
Register dispute or custody
1%
Delete life-long enjoyment, minority
1%
7%
Other
4%
Unknown
0%
20%
40%
60%
80%
100%
11
Case status
What is the status of your case?
Recently submitted
20%
17%
Being processed
44%
Processed
No reply
19%
12
Duration of procedure
How long has the procedure lasted in days or months since its start (if the case has been processed, then
since the date of processing)? – Only the respondents, whose case has been or is being processed, answered this
question!
50%
40%
43% respondents, whose case
has been or is being processed,
have not stated the duration of
procedure!
All respondents answering this question
43%
¼ respondents stated that the
procedure had lasted 1 day.
30%
25%
20%
12%
10%
4%
6%
5%
3%
2%
0%
1 day
Up to 1
week
1 to 2
weeks
2 weeks to
1 month
1 to 6
months
6 months
to a year
Over a
year
No reply
13
Duration of procedure
How long has the procedure lasted in days or months since its start (if the case has been processed, then
since the date of processing)? – Only the respondents, whose case has been or is being processed, answered this
question!
Average = 59 days
50%
44%
Only respodents having stated the duration of
procedure
40%
When the respondents, who have failed to
state the duration of proceedings but should
have done it because their case has been or
is being processed, are omitted from the
analysis, we come up with about 2/3 cases
being processed within two weeks.
30%
21%
However, due to the extremely long duration
of certain cases, the average is relatively
high!
20%
11%
10%
7%
8%
5%
4%
0%
1 day
Up to 1
week
1 to 2 weeks 2 weeks to 1
month
1 to 6
months
6 months to Over a year
a year
14
8%
16%
13%
20%
27%
25%
24%
27%
24%
30%
Other
Register condominium
ownership
19%
45%
28%
Correct current address
Register an object
10%
Purge mortgage
Register subdivision
Register mortgage
Register title change
Obtain title deed
Duration of procedure by case type
21%
1 day
24%
14%
6%
5%
4%
2%
7%
10%
13%
14%
9%
9%
4%
11%
12%
7%
9%
9%
6%
1%
4%
3%
4%
1%
2%
3%
0%
5%
6%
8%
1%
4%
5%
3%
7%
3%
5%
11%
3%
3%
10%
3%
3%
4%
1%
5%
9%
17%
Up to a week
1 to 2 weeks
2 weeks to a month
1 to 6 months
6 months to 1 year
Over a year
52%
49%
26%
17%
18%
17%
* Broj ispitanika manji od 50
** Broj ispitanika manji od 20
17%
27%
Samo ispitanici za koje je
poznato trajanje predmeta
28%
No reply
15
On behalf of whom is the case handled
Do you handle the case for your private purposes, for the legal entity you work for or for a party you
represent?
Private purposes
Legal entity I work for
69%
I represent a party
No reply
9% 10% 12%
17
Satisfaction with the services rendered in the procedure
Please rate your satisfaction with the services rendered in the procedure you are involved in or were
involved at this land registry.
Very
poor
2
3
4
Very
good
Don’t
know
Average
Courtesy of the staff
1%
1%
3%
7%
78%
10%
4,77
Accuracy and completeness of the
information obtained from the staff
2%
1%
3%
9%
72%
13%
4,69
Speed of processing a case
4%
2%
6%
11%
68%
9%
4,49
Availability of the information necessary
during the procedure
3%
2%
5%
11%
65%
14%
4,55
Possibility of getting information during
the procedure
3%
2%
4%
10%
66%
15%
4,58
Simplicity of procedure
4%
3%
7%
14%
60%
13%
4,41
Length of waiting in the office
4%
3%
8%
15%
58%
12%
4,36
Overall experience with the land registry
processing a case
3%
2%
5%
13%
68%
9%
4,55
18
Satisfaction with the services rendered in the procedure
Please rate your satisfaction with the services rendered in the procedure you have been or were
involved at this land registry.
The averages were assessed on the basis of the ratio of a specific
land registry in the overall number of cases, in order to neutralize
the difference in the return of the questionnaires between the land
registries!
Assessed averages
Non-assessed averages
Speed of case processing (from application
through decision)
4,1
4,5
Length of queuing at the office to submit or
obtain documents
4,0
4,4
4,6
Courtesy of staff
4,8
Accuracy and completeness of the
information obtained from the staff
4,4
4,7
4,1
Simplicity of procedure
4,4
Availability of the information necessary in
the procedure
4,2
Possibility of getting information on the
procedure
4,2
4,6
4,6
4,2
Overall experience with the procedure
4,6
2
3
4
5
19
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Ivanec
4,98
4,86
4,98
4,98
4,95
4,98
4,98
5
Vrgorec
4,98
4,96
4,98
5
4,69
4,98
4,98
5
Garešnica
4,96
4,95
5
4,98
4,87
4,93
4,97
4,99
Labin
4,96
4,8
4,99
4,97
4,69
4,87
4,9
4,98
Čazma
4,87
4,87
4,97
4,95
4,83
4,95
4,91
4,95
Ozalj
4,9
4,92
4,97
4,95
4,89
4,89
4,95
4,95
Poreč
4,8
4,64
4,97
4,93
4,86
4,9
4,9
4,91
Beli Manastir
4,88
4,67
4,88
4,9
4,83
4,84
4,98
4,91
Daruvar
4,92
4,71
4,94
4,92
4,74
4,82
4,77
4,91
Novska
4,79
4,69
4,96
4,92
4,6
4,8
4,82
4,91
Bjelovar
4,9
4,58
4,93
4,88
4,74
4,75
4,89
4,9
Donji Miholjac
4,9
4,95
4,98
4,94
4,81
4,88
4,91
4,9
* Only for courts with more than 30 valid questionnaires filled in
20
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Vojnić
4,93
4,97
5
4,95
4,95
4,92
4,92
4,9
Županja
4,83
4,86
4,92
4,93
4,86
4,89
4,83
4,89
Glina
4,79
4,71
4,94
4,89
4,76
4,88
4,85
4,89
Donja Stubica
4,82
4,58
4,87
4,92
4,42
4,65
4,68
4,88
Slunj
4,93
4,88
4,94
4,97
4,94
4,87
4,9
4,88
Ivanić Grad
4,84
4,89
4,93
4,81
4,79
4,75
4,85
4,87
Nova Gradiška
4,84
4,67
4,89
4,95
4,81
4,87
4,91
4,85
Drniš
4,81
4,76
4,89
4,81
4,89
4,89
4,94
4,85
Jastrebarsko
4,88
4,84
5
4,97
4,8
5
4,97
4,83
Pazin
4,74
4,51
4,96
4,9
4,69
4,76
4,87
4,83
Korčula
4,78
4,7
4,91
4,9
4,54
4,85
4,83
4,83
21
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Gvozd
4,58
4,8
4,85
4,69
4,08
4,59
4,75
4,83
Virovitica
4,81
4,83
4,95
4,92
4,86
4,92
4,89
4,81
Metković
4,76
4,78
4,86
4,78
4,68
4,77
4,74
4,8
Samobor
4,76
4,49
4,94
4,93
4,57
4,76
4,83
4,78
Pakrac
4,6
4,73
4,73
4,78
4,62
4,79
4,81
4,78
Rovinj
4,77
4,64
4,82
4,81
4,71
4,77
4,83
4,77
Klanjec
4,77
4,98
5
4,87
4,77
4,91
4,93
4,77
Slavonski Brod
4,85
4,61
4,68
4,81
4,75
4,89
4,89
4,75
Slatina
4,76
4,61
4,81
4,81
4,59
4,69
4,75
4,75
Požega
4,54
4,27
4,77
4,77
4,53
4,61
4,64
4,74
Đakovo
4,73
4,61
4,91
4,9
4,68
4,77
4,85
4,74
22
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Đurđevac
4,81
4,86
4,94
4,94
4,76
4,88
4,82
4,74
Mali Lošinj
4,47
4,32
4,8
4,77
4,49
4,64
4,59
4,74
Orahovica
4,66
4,86
4,82
4,75
4,4
4,72
4,79
4,74
Sesvete
4,78
4,59
4,88
4,8
4,5
4,58
4,69
4,72
Ilok
4,74
4,67
4,94
4,82
4,71
4,77
4,74
4,71
Ploče
4,67
4,76
4,91
4,74
4,67
4,7
4,69
4,71
Otočac
4,83
4,77
4,95
4,89
4,64
4,78
4,8
4,7
Novi Marof
4,52
4,61
4,71
4,64
4,46
4,48
4,62
4,7
Kaštel Lukšić
4,45
4,51
4,93
4,76
4,39
4,65
4,7
4,69
Rijeka
4,56
4,28
4,8
4,72
4,38
4,59
4,71
4,68
Ogulin
4,66
4,34
4,81
4,66
4,5
4,66
4,62
4,67
23
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Buzet
4,82
4,81
4,92
4,83
4,71
4,79
4,83
4,64
Kutina
4,62
4,39
4,87
4,81
4,51
4,59
4,69
4,62
Vukovar
4,62
4,24
4,71
4,62
4,49
4,62
4,63
4,6
Varaždin
4,58
4,5
4,66
4,69
4,51
4,54
4,55
4,59
Buje
4,66
3,98
4,78
4,68
4,42
4,62
4,58
4,59
Zabok
4,62
4,61
4,74
4,61
4,41
4,61
4,63
4,58
Sveti Ivan Zelina
4,58
4,35
4,94
4,75
4,34
4,59
4,7
4,56
Petrinja
4,56
4,46
4,87
4,51
4,42
4,62
4,61
4,56
Čakovec
4,55
4,62
4,74
4,52
4,3
4,26
4,38
4,55
Gospić
4,65
4,24
4,86
4,76
4,4
4,56
4,75
4,55
Zlatar
4,48
4,55
4,88
4,86
4,42
4,52
4,48
4,48
24
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Vrbovec
4,32
4,39
4,86
4,68
4,29
4,39
4,38
4,44
Dubrovnik
4,4
4,22
4,76
4,53
4,09
4,46
4,59
4,41
Tisno
4,5
4,33
4,75
4,66
4,66
4,5
4,56
4,39
Šibenik
4,42
4,51
4,79
4,76
4,47
4,59
4,54
4,37
Vinkovci
4,32
3,79
4,54
4,55
4,05
4,26
4,37
4,36
Krk
4,27
3,79
4,68
4,55
4,04
4,29
4,38
4,34
Osijek
4,45
3,72
4,69
4,67
4,34
4,36
4,46
4,33
Imotski
4,14
4,5
4,63
4,45
3,88
4,27
4,43
4,33
Velika Gorica
4,33
3,82
4,8
4,55
4,19
4,32
4,28
4,3
Opatija
4,24
3,26
4,62
4,37
4,02
4,15
4,06
4,16
Benkovac
3,5
4,06
4,76
4,41
3,89
4,31
4,35
4,11
25
Satisfaction with services rendered in the procedure at a land registry
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Pula
3,96
3,38
4,38
4,07
3,91
3,85
3,85
3,98
Delnice
3,66
3,72
4,46
4,43
3,65
4,06
4,09
3,92
Split
3,34
3,24
4,39
4,29
3,5
3,84
3,69
3,77
Zaprešić
3,71
3,47
4,22
4,04
3,77
3,81
3,8
3,71
Zagreb
2,17
2,51
3,64
3,2
2,48
2,64
2,73
2,61
Makarska
1,9
2,56
3,18
2,92
2,18
2,68
2,64
2,28
26
Cost estimate
How would you rate the costs incurred during this procedure?
100%
80%
63%
60%
40%
20%
15%
5%
4%
Much less
than
appropriate
Less than
appropriate
9%
4%
0%
Appropriate
More than
appropriate
Much more
than
appropriate
No reply
27
Poll results – customer satisfaction – natural
persons
 Customer satisfaction at land registries of municipal courts
 Customer satisfaction at cadastral offices
28
Sample realization – cadastral offices
Planned
sample
Sample
obtained
%
Planned
sample
Sample
obtained
%
Bjelovar
100
22
22%
Đakovo
100
98
98%
Beli Manastir
100
73
73%
Đurđevac
100
34
34%
Benkovac
75
24
32%
Garešnica
75
17
23%
Biograd na moru
100
31
31%
Glina
75
47
63%
Blato
75
27
36%
Gospić
100
20
20%
Buje
75
56
75%
Gračac
75
Buzet
75
55
73%
Grubišno polje
75
33
44%
Cres
100
18
18%
Hrvatska Kostajnica
75
11
15%
Crikvenica
100
71
71%
Hvar
100
7
7%
Čabar
75
43
57%
Ilok
75
10
13%
Čakovec
150
75
50%
Imotski
75
33
44%
Čazma
75
50
67%
Ivanec
75
7
9%
Daruvar
75
44
59%
Ivanić Grad
75
43
57%
Delnice
75
47
63%
Jastrebarsko
100
89
89%
Donja Stubica
75
36
48%
Karlovac
150
41
27%
Donji Lapac
75
17
23%
Kaštel Sućurac
75
110
147%
Donji Miholjc
100
29
29%
Klanjec
75
44
59%
Drniš
100
10
10%
Knin
100
36
36%
Dubrovnik
150
61
41%
Koprivnica
150
32
21%
Duga resa
75
29
39%
Korčula
75
19
25%
Dugo Selo
100
97
97%
Korenica
75
23
31%
Dvor
75
5
7%
Krapina
150
63
42%
Office
Office
Offices marked in red had 20% lesser achievement than planned
0%
29
Sample realization – cadastral offices
Planned
sample
Sample
obtained
Planned
sample
Sample
obtained
Križevci
100
31
31%
Pag
75
7
9%
Krk
100
32
32%
Pakrac
100
34
34%
Kutina
75
42
56%
Pazin
150
116
77%
Labin
75
41
55%
Petrinja
75
32
43%
Lovinac
75
7
9%
Pitomača
75
35
47%
Ludbreg
75
33
44%
Ploče
100
30
30%
Makarska
100
19
19%
Poreč
150
98
65%
Mali Lošinj
100
10
10%
Požega
150
125
83%
Metković
100
38
38%
Pregrada
75
67
89%
Našice
100
88
88%
Prelog
75
54
72%
Nova Gradiška
100
100
100%
Pula
150
38
25%
Novalja
75
8
11%
Rab
100
23
23%
Novi Marof
75
11
15%
Rijeka
200
38
19%
Novska
75
11
15%
Rovinj
150
45
30%
Obrovac
75
21
28%
Samobor
100
97
97%
Ogulin
75
14
19%
Senj
100
16
16%
Omiš
100
62
62%
Sinj
75
46
61%
Opatija
100
46
46%
Sisak
150
70
47%
Orahovica
75
48
64%
Sl. Brod
150
142
95%
Osijek
150
113
75%
Slatina
75
72
96%
Otočac
75
39
52%
Slunj
75
48
64%
Ozalj
75
12
16%
Solin
100
29
29%
Office
Office
Office
Offices marked in red had 20% lesser achievement than planned
Office
30
Sample realization – cadastral offices
Planned
sample
Sample
obtained
Planned
sample
Sample
obtained
Split
200
176
88%
Vis
75
38
51%
Stari Grad
100
15
15%
Vojnić
75
25
33%
Supetar
100
14
14%
Vrbovec
100
56
56%
Sv.Ivan Zelina
100
21
21%
Vrbovsko
75
58
77%
Šibenik
150
29
19%
Vrgorac
75
28
37%
Topusko
75
6
8%
Vukovar
150
92
61%
Trogir
100
6
6%
Zabok
75
37
49%
Valpovo
100
28
28%
Zadar
150
124
83%
Varaždin
150
100
67%
Zagreb
1.100
222
20%
Vel.Gorica
100
99
99%
Zaprešić
100
63
63%
Vinkovci
100
43
43%
Zlatar
75
73
97%
Virovitica
150
41
27%
Županja
100
70
70%
Office
Office
Office
Offices marked in red had 20% lesser achievement than planned
Office
31
Reasons for visiting a cadastral office
For what purpose/service did you come to the cadastre today?
42%
Obtain cadastral map extract
38%
Obtain possessory title
8%
Request house number assignment
5%
Request subdivision confirmation
Register object with the parcel
4%
Request title holder change
4%
2%
Register title holder
Register real property shape
1%
Register real property size
1%
Register land use
0%
13%
Something else
4%
Unknown
0%
10%
20%
30%
40%
50%
32
Case status
What is the status of your case?
Recently submitted
18%
15%
Being processed
53%
Processed
No reply
15%
33
Case processing duration
How long do the proceedings last from its start until today in days or months (if the case has been
processed then until the date of processing)? – This question was answered only by the respondents whose case
has been or is being processed
100% 37% respondents, whose case
has been or is being processed,
have not stated the case
processing duration!
80%
42% respondents stated that the
proceedings lasted 1 day.
All respondents answering this question
60%
42%
37%
40%
20%
10%
2%
5%
4%
0%
1 day
Between 2 and
7 days
Between 8 and Between 14 and
14 days
30 days
More than 30
days
No reply
34
Case processing duration
How long has the procedure lasted in days or months since its start (if the case has been processed, then
since the date of processing)? – Only the respondents, whose case has been or is being processed, answered this
question
Average = 15 days
100%
Only the respondents who stated the case
processing duration
80%
66%
When the respondents, who have failed to
state the case processing duration because
their case has been or is being processed,
are excluded from the analysis, we get that
about 2/3 cases are processed within a day
while an additional 16% are processed within
a week.
60%
40%
16%
20%
4%
8%
7%
0%
1 day
Between 2 and 7
days
Between 8 and 14 Between 14 and 30 More than 30 days
days
days
35
44%
17%
Something else
Request title
holder change
Request house
number
assignment
45%
Register object
with a parcel
Obtain cadastral
map extract
48%
Request subdivision
confirmation
Obtain
Possessory title
Case processing duration according to case type
39%
24%
15%
1 day
8%
13%
18%
19%
1%
2%
8%
8%
24%
26%
3%
3%
4%
4%
36%
32%
11%
16%
2%
6%
4%
14%
11%
4%
35%
19%
20%
17%
11%
6%
Between 2
and 7 days
1%
Between 8
and 14 days
3%
Between 14
and 30 days
4%
More than
30 days
46%
26%
No reply
36
On behalf of whom is the case brought up?
Is the case handled for private purposes, legal entity you work for or do you represent a client?
For private purposes
The legal entity I work for
71%
I represent a client
12% 8%
No reply
10%
38
Satisfaction with the services rendered in the procedure
Please rate your satisfaction with the services rendered in the procedure you are involved in or were
involved at this cadastral office.
Very
poor
2
3
4
Very
good
Don’t
know
Average
Courtesy of the staff
0%
1%
2%
5%
82%
10%
4,87
Accuracy and completeness of the
information obtained from the staff
1%
1%
4%
11%
75%
7%
4,70
Speed of processing a case
0%
1%
2%
8%
76%
13%
4,83
Availability of the information necessary
during the procedure
1%
1%
3%
10%
71%
14%
4,73
Possibility of getting information during
the procedure
1%
2%
5%
13%
67%
13%
4,63
Simplicity of procedure
1%
1%
3%
9%
71%
15%
4,76
Length of waiting in the office
2%
2%
5%
13%
65%
13%
4,59
Overall experience with the land registry
processing a case
1%
1%
3%
10%
75%
11%
4,77
39
Satisfaction with the services rendered in the procedure
Please rate your satisfaction with the services rendered in the procedure you are involved in or were
involved at this cadastral office?
The averages were assessed on the basis of the ratio of a specific
office in the overall number of cases, in order to neutralize the
difference in the return of the questionnaires between the offices!
Assessed average
Non- assessed average
Speed of case processing (from application
through decision)
4,6
4,7
Length of queuing at the office to submit or
obtain documents
4,5
4,6
Courtesy of staff
4,8
4,9
Accuracy and completeness of the
information obtained from the staff
4,8
4,8
4,5
4,6
Simplicity of procedure
Availability of the information necessary in
the procedure
4,6
4,7
Possibility of getting information on the
procedure
4,7
4,8
Overall experience with the procedure
4,7
4,8
2
3
4
5
40
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Grubišno polje
4,85
4,88
5
4,85
4,82
4,91
4,97
5
Klanjec
4,91
4,93
5
4,98
4,86
4,95
5
5
Vrgorac
5
4,92
5
4,96
4,96
4,84
4,96
5
Slatina
4,99
5
4,98
5
4,97
4,97
4,98
5
Delnice
4,84
4,98
4,98
5
4,88
4,93
4,98
4,98
Đurđevac
4,94
4,88
5
4,91
4,88
4,97
4,91
4,97
Imotski
4,97
4,93
5
5
4,83
4,93
4,93
4,97
Ivanić Grad
5
4,91
5
4,91
4,91
4,94
4,97
4,97
Dugo Selo
4,91
4,95
4,98
4,98
4,86
4,9
4,96
4,96
Virovitica
4,98
4,88
4,93
4,98
4,85
4,93
4,95
4,95
Vinkovci
4,93
4,95
5
4,95
4,85
4,95
4,97
4,95
Prelog
4,92
4,98
4,98
4,92
4,75
4,92
4,86
4,94
* Only cadastral offices with more than 30 correctly filled-in questionnaires
41
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Pregrada
4,87
4,91
4,97
4,94
4,83
4,92
4,94
4,94
Knin
4,91
4,57
4,97
4,94
4,63
4,86
4,93
4,94
Benkovac
4,93
4,82
4,96
4,99
4,87
4,94
4,97
4,94
Donja Stubica
4,75
4,74
4,87
4,87
4,7
4,93
4,9
4,93
Pitomača
4,88
4,9
4,91
4,94
4,84
4,84
4,97
4,93
Crikvenica
4,83
4,83
4,98
4,92
4,74
4,88
4,89
4,92
Slunj
4,82
4,88
4,91
4,93
4,74
4,79
4,95
4,91
Pakrac
4,97
4,94
4,97
4,91
4,88
4,94
4,88
4,91
Vrbovsko
4,89
4,92
4,98
4,96
4,62
4,84
4,88
4,9
Sl. Brod
4,89
4,68
4,95
4,95
4,78
4,9
4,86
4,9
Vukovar
4,95
4,85
4,98
4,97
4,77
4,97
4,92
4,9
Buzet
4,74
4,69
4,91
4,9
4,65
4,81
4,91
4,89
42
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Rovinj
4,58
4,64
4,95
4,88
4,6
4,76
4,83
4,89
Daruvar
4,77
4,95
4,93
4,91
4,72
4,91
4,91
4,88
Čazma
4,84
4,84
4,89
4,91
4,78
4,89
4,84
4,87
Otočac
4,87
4,82
4,97
4,89
4,82
4,89
4,84
4,87
Omiš
4,91
4,54
4,97
4,86
4,52
4,95
4,97
4,87
Jastrebarsko
4,89
4,9
4,9
4,92
4,78
4,89
4,88
4,87
Našice
4,83
4,86
4,9
4,91
4,67
4,85
4,84
4,85
Ludbreg
4,88
4,88
4,97
5
4,72
4,88
4,91
4,85
Zabok
4,84
4,93
4,94
4,84
4,48
4,79
4,77
4,84
Vrbovec
4,88
4,83
4,88
4,88
4,8
4,88
4,86
4,84
Zlatar
4,76
4,78
4,9
4,78
4,4
4,85
4,8
4,83
Labin
4,82
4,91
4,97
4,91
4,61
4,82
4,89
4,83
43
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Varaždin
4,72
4,81
4,95
4,95
4,66
4,76
4,89
4,83
Požega
4,82
4,78
4,9
4,86
4,78
4,8
4,8
4,82
Orahovica
4,8
4,86
4,9
4,88
4,71
4,81
4,9
4,82
Koprivnica
4,94
4,81
5
4,91
4,72
4,77
4,84
4,81
Županja
4,77
4,65
4,82
4,89
4,69
4,79
4,72
4,81
Čabar
4,72
4,98
4,95
4,85
4,6
4,8
4,93
4,8
Karlovac
4,66
4,64
4,92
4,86
4,68
4,67
4,75
4,78
Petrinja
4,68
4,62
4,93
4,96
4,67
4,65
4,88
4,77
Vel.Gorica
4,42
4,75
4,94
4,84
4,65
4,75
4,79
4,77
Vis
4,74
4,81
4,93
4,83
4,64
4,9
4,79
4,76
Metković
4,73
4,69
4,81
4,83
4,67
4,77
4,77
4,75
Zadar
4,6
4,25
4,83
4,83
4,54
4,69
4,73
4,75
44
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Sinj
4,83
4,75
4,97
4,87
4,93
4,84
4,83
4,74
Zaprešić
4,6
4,58
4,88
4,85
4,68
4,69
4,74
4,74
Nova Gradiška
4,71
4,41
4,87
4,79
4,42
4,74
4,65
4,73
Sisak
4,4
4,5
4,95
4,88
4,58
4,66
4,73
4,72
Krapina
4,67
4,8
4,84
4,81
4,5
4,72
4,7
4,71
Kutina
4,37
4,72
4,89
4,69
4,36
4,55
4,52
4,71
Osijek
4,6
4,51
4,89
4,84
4,53
4,65
4,73
4,69
Đakovo
4,66
4,6
4,8
4,72
4,47
4,64
4,66
4,69
Kaštel Sućurac
4,59
4,64
4,8
4,8
4,42
4,61
4,69
4,67
Glina
4,75
4,65
4,82
4,87
4,65
4,74
4,79
4,66
Buje
4,68
4,43
4,79
4,7
4,52
4,64
4,61
4,63
Samobor
4,22
4,55
4,86
4,75
4,28
4,51
4,69
4,63
45
Satisfaction with services rendered in the procedure at a cadastral office
Processing
speed
Waiting period
Staff courtesy
Accuracy of
information
Simple
proceedings
Availability of
information
Possibility of
obtaining
information
Overall
experience
Bjelovar
4,55
4,48
4,77
4,67
4,38
4,69
4,68
4,61
Čakovec
4,51
4,32
4,72
4,65
4,3
4,58
4,55
4,59
Split
4,59
4,22
4,78
4,74
4,42
4,58
4,56
4,59
Opatija
4,43
3,87
4,79
4,76
4,12
4,3
4,31
4,56
Poreč
4,41
4,34
4,83
4,6
3,96
4,51
4,53
4,53
Pazin
4,41
4,03
4,57
4,64
4,4
4,45
4,49
4,51
Dubrovnik
4,39
4,13
4,69
4,44
4,13
4,21
4,47
4,49
Zagreb
4,14
3,99
4,47
4,48
4,05
4,25
4,29
4,38
Pula
4,03
3,42
4,3
4,32
4,18
4,29
4,16
4,21
Rijeka
3,86
3,44
4,13
4,07
3,68
3,74
3,67
3,9
46
Cost estimate
How would you estimate the costs incurred during this procedure?
100%
80%
56%
60%
40%
17%
20%
6%
8%
3%
10%
0%
Much less
than
appropriate
Less than
appropriate
Appropriate
More than
appropriate
Much more
than
appropriate
No reply
47
Conclusion– customer satisfaction
 The research results have shown surprisingly positive results
of the customer satisfaction poll related to various aspects of
the work of land registries at municipal courts and cadastral
offices and branch offices.
 The results showed that on average it takes a long time to
process certain cases, especially at land registries.
 However, a rather high average of waiting is not the result of a
long waiting period in all cases but an extremely long waiting
period for certain types of cases and for disputed cases, along
with a relatively acceptable length of waiting for the majority of
simple cases.
 The majority of land registry customers come there to obtain a
title deed while the majority of cadastre customers come there
to obtain an extract of cadastral map or possessory title.
 As for the cost estimate, the majority of land registry and
cadastre customers consider them appropriate.
48
Conclusion– customer satisfaction
 Since this research was conceived as a pilot project, the conclusions
concerning the research methodology are also valuable.
 Important methodological findings:
 The readiness of customers to participate in the poll is relatively small so a more proactive approach in recruiting is needed if a larger
number of them needs to be engaged.
 Older respondents, who appear to account for a significant number of LR and cadastre customers, have difficulties in filling in the
questionnaire conceived in this way.
 The success of this type of research depends to a large extent on the attitude and effort of the staff which leads to various outputs in
different municipal courts/cadastral offices and branch offices.
 This type of polling leaves an option of filling in the questionnaire independently from the staff which may put the validity of polling
in question.
 Filling in the questionnaire independently leads to a relatively large number of errors in the questionnaire.
 Therefore, this research should be carried out in the future using a more proactive approach, or rather to use the survey method faceto-face which means that the polling personnel recruits the respondents (unbiased selection) and fill in the questionnaire (less errors
when filling in)
49
Poll results – public perception
 Land registries
 Cadastre
 Real properties status
 “Organized Land” Project
50
Methodology – public perception
 The research was carried out by phone interview between 19 and 20
November 2006.
 The questionnaire used in the previous poll carried out in the early
2006 was applied with minor changes and corrections.
 The research was taken from a stratified (by region and settlement
size), random and representative sample of 800 RoC citizens older than
18.
 Any significant deviation of the sample from the population structure
given the gender, age and education, have been subsequently
cancelled through the post-stratification procedure.
51
Sample demographic structure
Gender
Age
Education
Type of
settlement
Region
N
%
Male
379
47%
Female
421
53%
Up to 30
96
12%
31 to 44 yrs
178
22%
45 to 60 yrs
272
34%
Over 60 yrs
255
32%
Elementary school
261
33%
High school
438
55%
Higher education/university
101
13%
Town
457
57%
Village
343
43%
Zagreb and its environs
199
25%
Northern Croatia
143
18%
Slavonia
140
18%
Lika and Banovina
70
9%
Croatian Primorje and Istria
95
12%
Dalmatia
153
19%
52
Poll results – public perception
 General part – knowing of cadastral and LR operations
 Land registries
 Cadastre
 Real properties status
 “Organized Land” Project
53
Knowledge of land registry functions
Do you know the purpose of the land registry and what are its functions?
Registering ownership and other real
property titles
58%
28%
Registering real property in landbooks
Registering loans
3%
Something else
4%
22%
Don't know
0%
20%
40%
60%
80%
100%
54
Knowledge of land registry document types
Do you know which documents are obtained at the land registry?
44%
Title deed
15%
Possesory title
Decision on land registration
8%
Land registration extract
7%
5%
Building extract
Construction permit
1%
8%
Other
28%
Don't know
0%
20%
40%
60%
80%
100%
55
Land registry work ratings
What is your opinion about the work/functioning of the land registry?
50%
Average = 3.2
40%
32%
30%
18%
20%
10%
12%
16%
11%
10%
0%
Completely
negative
2
3
4
Completely Don't know
positive
56
Using the services of the land registry
Have you in the past five years personally used the services of the land registry or rather land registry
departments of the courts?
Yes; 46%
No; 53%
Don't know;
1%
Yes
No
Don't know
57
Ways of processing a case
Have you used the services of a lawyer, public notary, real estate agency or have you handled
yourself the case which prompted you to visit last the land registry?
Handled the case
independently
49%
Public notary
48%
29%
Lawyer
6%
Real estate agency
3%
Third party services
0%
20%
40%
60%
* Only the respondents who have used the land registry services,
N=368
80%
100%
58
Land registry staff’s attitude and work rating
How satisfied are you with the land registry staff’s attitude and work with regards to the case?
50%
Average = 3.7
40%
31%
30%
30%
22%
20%
10%
10%
6%
1%
0%
Completely
dissatisfied
2
3
4
* Only respondents handling the case themselves, N=181
Completely Don't know
satisfied
59
Perception of the simplicity of the procedure
Can you assess the extent to which the procedure was, in your opinion, simple or complicated?
50%
40%
30%
25%
18%
20%
14%
11%
19%
13%
10%
1%
0%
Completely
complicated
Complicated
Mostly
complicated
Neither
Mostly simple
simple nor
complicated
* Only respondents handling the case themselves, N=181
Completely
simple
Don't know
60
Case processing speed rating
Can you estimate your satisfaction with the speed of processing the case?
50%
Average = 3.2
40%
30%
20%
27%
21%
18%
17%
15%
10%
2%
0%
Completely
dissatisfied
2
3
4
Completely Don't know
satisfied
* Only the respondents who have used the land registry services, N=368
61
Cost perception
Do you consider the cost incurred in the case... ?
Don't know; 5%
Small; 8%
Too high; 42%
Appropriate; 46%
* Only the respondents who have used the land registry services,
N=368
62
Land registry experience rating
How would you rate your experience with the land registry for the case?
50%
Average = 3.3
40%
30%
24%
20%
27%
20%
15%
12%
10%
3%
0%
Completely
negative
2
3
4
Completely Don't know
positive
* Only the respondents who have used the land registry services,
N=368
63
Poll results – public perception
 LR department – Land registries
 Cadastre
 Real properties status
 “Organized Land” Project
64
Knowledge of cadastre functions
Do you know the purpose of the cadastre and what are its functions?
Register the real property area
Plots/parcels
Land/land information
Register real property shape
Parcel, real property, plot ownership
To pay taxes/tax return
Proof of possession
Register land use
Register the real property/its location
Survey(plot, land, house)
Similar (same) as the land registry
Check when buying, selling, taking loan
Drafts/land sketches
Plan/location plan
Other
Don't know/don't want to say
13%
10%
10%
8%
8%
4%
4%
3%
3%
2%
2%
1%
1%
1%
9%
34%
0%
10%
20%
30%
40%
50%
65
Knowledge about cadastral document types
And the ones obtained in the cadastre?
21%
Cadastral map excerpt
15%
Possessory title
11%
Title deed
10%
Land plots/parcel no.
6%
Location / sketch
2%
Construction permit
Certificates, decisions in general
1%
6%
Other
41%
Don't know/don't want to say
0%
10%
20%
30%
40%
50%
66
Cadastre work rating
What is your opinion about the work/functioning of the cadastre?
50%
Average = 3.4
40%
30%
30%
22%
20%
15%
16%
10%
10%
6%
0%
Completely
negative
2
3
4
Completely Don't know
positive
67
Using cadastral services
Have you in the past five years used the services of the cadastre?
No; 64%
Yes; 36%
Yes
No
68
Mode of case processing
Have you used the services of licensed surveying companies (surveyors) or have you handled the
case yourself that made you to visit last the cadastre?
Through licensed surveing company (surveyor)
36%
Yourself
64%
* Only the respondents who have used the cadastral services,
N=288
Don't know
4%
69
Licensed surveying company work satisfaction rating
How satisfied are you with the licensed surveying company (surveyors) work with the case?
50%
Average = 3.7
40%
32%
31%
30%
20%
16%
10%
8%
10%
3%
0%
Completely
dissatisfied
2
3
4
* Only the respondents who have used the licensed surveying company
services, N=103
Completely Don't know
satisfied
70
Cadastral staff’s attitude and work rating
How satisfied are you with the cadastral staff’s attitude and work with regards to the case?
50%
Average = 3.9
39%
40%
29%
30%
20%
20%
10%
4%
6%
2%
0%
Completely
dissatisfied
2
3
4
* Only respondents handling the case independently, N=183
Completely Don't know
satisfied
71
Case processing speed rating
Can you rate your satisfaction with the case processing speed?
50%
Average = 3.5
40%
30%
30%
23%
22%
20%
13%
8%
10%
4%
0%
Completely
dissatisfied
2
3
4
* Only respondents using cadastral services, N=288
Completely Don't know
satisfied
73
Cost perception
Do you consider the costs incurred in the case... ?
Don' know;
3%
Little; 7%
Too high; 37%
Appropriate;
52%
* Only respondents using cadastral services, N=288
74
Rating experience with the cadastre
How would you rate your experience with the cadastre in this matter?
50%
Average = 3.6
40%
30%
30%
26%
24%
20%
10%
7%
9%
3%
0%
Completely
negative
2
3
4
* Only respondents using cadastral services N=288
Completely Don't know
positive
75
Poll results – public perception
 LR department – Land registries
 Cadastre
 Real property status
 “Organized Land” Project
76
Benefit perception for CITIZENS from real property
registration
In your opinion, what are the benefits for the citizens from the real property registration?
23%
Title deed
21%
Legal security
12%
Legalization in general
9%
Simplified real property sale
5%
Possibility of obtaining mortgage loan
4%
Possibility of obtaining construction permit
No benefit
1%
No inheritance problems
1%
Paying taxes
1%
7%
Other
33%
Don't know
0%
10%
20%
30%
40%
50%
77
Benefit perception for the STATE from real property
registration
In your opinion, what are the benefits for the state from the citizens registering their property?
37%
Recording property for tax purposes
18%
Money from registration process
8%
Register title
6%
Land registration
Real property market development
1%
Rule of law
1%
Construction and other permit issue
1%
Better urban planning
1%
6%
Other
35%
Don't know
0%
10%
20%
30%
40%
50%
78
Real property title
Are you personally the owner of the real property, i.e. flat, house, weekend cottage, business
premises or land?
Yes; 67%
No; 33%
Yes
No
79
Real property registration
Is your real property registered in the land registers?
Don't know; 2%
In the process of
registration; 7%
No; 8%
Da; 83%
* Only respondents owning a real property, N=532
80
Reasons for registration
What is the main reason that prompted you to register property?
53%
I wish to register my title
13%
It was already registered when bought
It has to be under the law
9%
Real property transaction
8%
4%
Bank loan (mortgage)
For security
2%
To obtain construction permit
2%
To further invest in business
1%
Ohter
4%
Don't know/don't want to say
5%
0%
20%
40%
* Only respondents whose real property is registered, N=476
60%
80%
100%
81
Reasons why the real property is not registered
What is the mean reason you did not register the property?
Too complicated/too
many owners/heirs
43%
12%
Too expensive
I have done nothing
in this respect
7%
It is unimportant to
me
3%
• Not processed
• They haven’t requested construction
permit during construction
• Problems with the city
• It has been paid, but not registered
• They have failed to because they wait for
the reform of the system
23%
Ohter
11%
Don't know
0%
20%
40%
60%
80%
* Only respondents whose real property is not registered, N=45
100%
82
Obstacles for processing citizens’ applications
Can you tell us what are, in your opinion, the biggest obstacles for processing citizens’ applications
regarding the real property?
28%
Land registries
18%
In other offices
6%
In cadastral offices
4%
Obstables are everywhere
2%
Court
Interrelation of the entire system
1%
Bad personnel
1%
People seeking resolution are to blame
1%
3%
Administration in general
4%
Other
33%
Don't know
0%
10%
* Only respondents owning a real property, N=532
20%
30%
40%
50%
83
Poll results – public perception
 LR department – Land registries
 Cadastre
 Real property status
 “Organized land” project
84
Project awareness
Can you assess the level of your awareness of the Real Property Registration and Cadastre Project
that is currently underway?
I have only heard about it
55%
Well aware
Unaware
14%
Don't know
28%
3%
85
Awareness of who is running the project
Do you know who is running the restructuring of the system?
Ministry of Justice
State Geodetic Administration
State
RoC Government
Land registry/Cadastre
Court
Municipality
EU
Local self-government
World Bank
Other international organizations
Ministry of Construction
Ministries in general
Vesna Škare Ožbolt
Other
8%
5%
5%
4%
4%
3%
2%
2%
1%
1%
1%
1%
1%
5%
25%
42%
Don't know
0%
20%
40%
* Only respondents familiar with the project, N=551
60%
80%
100%
86
Advertising visibility
Have you noticed on TV or in the media the advertising about the real property registration and
cadastre reform entitled “Organized Land “?
Awakened
awareness;
23%
Spontaneous
awareness;
36%
Have not
noticed; 42%
87
Noticed elements
Which elements of that advertisement can you remember?
28%
Oliver Mlakar
16%
Real property registration and cadastre
11%
Dusting the courts and cadastre
9%
Web pages/Internet access
3%
Real property and cadastre reform
Remembers the billboard (leaflet)
1%
Clean/unaltered data
1%
Faster/faster registration
1%
7%
Something else
47%
Don't know
0%
10%
* Only respondents who have noticed the clip, N=359
20%
30%
40%
50%
88
Advertising main message
In your opinion, what is the main message of this advertising?
That everyone should check the status of the land registry and cadastre
records
19%
That the land registration reform is underway
13%
Something else
7%
Put books/papers in order
6%
Better/better work in general
6%
Faster operation/faster processes
5%
Getting the titles registered
3%
Updating/backlog clearing
3%
That dust needs to be wiped
2%
Citizen cooperation in the land registration and cadastre reform
2%
General registration
2%
Computerization
2%
Cleaning/clean papers
2%
Registration upon European standards
1%
Simpler/more accessible
1%
An attempt to motivate the citizens to cooperate
6%
Don’t know
20%
* Only respondents who noticed clips and their important components,
N=286
89
Intent to check the real property status
Do you intend to soon visit the land registries/cadastre and check the status of the real property
owned by you?
No; 60%
Yes; 37%
Other; 3%
Yes
No
Other
* Only respondents owning the property
90
Conclusion – public perception
 The respondents are relatively well acquainted with the land
registry and cadastre function, although there is a smaller
number of respondents who are not aware of these institutions.
 The overall rating of the land registry and cadastre work is
relatively high because the rating average exceeds 3.
 However, this rating is somewhat lower among the respondents
belonging to the overall population than among the
respondents participating in the poll at the land registries and
cadastral office.
 As the main benefits of the real property registration for the
owners, legal security and possibility of real property
availability is perceived while the benefits for the State is
perceived primarily in the sense of tax revenues and
remunerations and not in the general legal security and creating
preconditions for unimpeded real property transactions, and
thus the development.
 About 30% citizens have never heard of the Real Property
Registration and Cadastre Project while about one half has just
heard about the project and about 15% feels well-informed
about the project.
91
Conclusion – public perception
 Cca. 60% of citizens has noticed the media campaign “Organized
Land”, while the majority of them spontaneously remembered the
campaign itself (ca. 60% of those who noticed).
 The campaign visibility is higher among the highly educated,
respondents from the cities and respondents with higher income.
 Characteristic campaign elements that have been particularly visible
are Oliver Mlakar, the message about real property registration and the
message about dusting the land registers.
 The majority, ca. 80%, of those who have noticed the campaign
recognize more or less the main campaign message.
92
Poll results – Customer satisfaction – legal
entities
 Cadastral offices
 Land registries at municipal court
 “Organized land” project
93
Methodology – regular customer satisfaction
 The poll was conducted among 101 legal entity in total.
 The sample included 27 developers; 25 licensed surveyors; 20
public notaries, 19 lawyers and 10 banks.
 The developers are defined as legal entities who built at least
one real property for the market in the past year. The companies
recruited are registered for “Development of entire objects” and
“Building new real property”. The biggest companies meeting
the above-mentioned criteria have been recruited.
 The licensed surveyors chosen had to meet the criteria of being
the biggest in their county. In principle, two biggest from each
county.
 The public notaries and lawyers were selected at random with
smaller corrections given their main field of activity.
 The biggest banks were selected, taking into account the bank
representation having the seat in different cities.
94
Methodology – regular customer satisfaction
 The poll was carried out using the face-to-face interviewing method.
 The poll was carried out between 10 November and 8 December.
 The majority of respondents were from Zagreb, cca. ¼ sample.
95
Basic data on the regular customer sample
Licensed surveying
company
27%
25%
Corporate investors
Public notary
20%
Lawyer
19%
Type of legal entity
10%
Bank
0%
10% 20% 30% 40% 50%
50%
40%
30%
Number of employees
23%
26%
20%
16%
8%
10%
11%
8%
9%
11-50 51-100 100+
No
reply
0%
1-2
3-4
5-10
96
Poll results – Customer satisfaction – Legal
entities
 Cadastral office
 LR departments of Municipal courts
 “Organized Land” Project
97
Frequency of use of cadastral services
Please tell me how often on the average does your legal entity/association use each of the following
services at cadastral offices?
Once a
week
Once in two
weeks
Once in
three weeks
Once a
month
Once in two
months
Once in
three
months
1-2 times in
six months
Once a year
Less
frequent or
never
29%
17%
13%
7%
15%
3%
3%
1%
1%
12%
Obtaining a cadastral map excerpt
24%
13%
10%
6%
13%
6%
5%
3%
3%
18%
Request for review and confirmation
of geodetic records of change
16%
6%
6%
8%
7%
5%
5%
6%
5%
35%
Registration of object with the plot
12%
10%
6%
5%
4%
6%
3%
9%
13%
33%
Request for registering change of real
property contour
5%
6%
10%
1%
8%
4%
5%
8%
8%
43%
3%
Request for registration of title holder
over the real property
4%
6%
5%
2%
9%
4%
7%
7%
5%
50%
2%
Request for title holder change
4%
4%
1%
5%
8%
4%
7%
10%
7%
50%
1%
Request for registering change of real
property area
4%
4%
6%
4%
9%
4%
8%
6%
4%
48%
4%
Request for registering change of
land use
4%
4%
3%
4%
9%
4%
4%
7%
9%
50%
3%
Request for obtaining house number
1%
3%
2%
1%
2%
3%
6%
2%
11%
64%
5%
98
Don’t know
Several
times a
week
Obtaining possessory title
2%
37%
9%
50%
0%
0%
Request title
Holder registration
12%
Request change
of land use
0%
27%
24%
26%
0%
0%
0%
0%
16%
8%
16%
16%
74%
74%
63%
8%
100%
96%
0%
93%
33%
37%
41%
55%
15%
89%
Entire sample
Bank
76%
32%
100%
30%
Percentage of
respondents
using this service
at least
once in a month!
40%
0%
84%
22%
Request change of
real property area
Request house
Number assignment
Register object
with the plot
Request review of
cadastral records
of change
43%
Request change
of real property contour
65%
Request title
holder change
80%
Obtain cadastral
map extract
Obtain
possessory
title
Cadastral services use – according to the type of legal entity
5%
10%
42%
42%
0%
10%
5%
0%
0%
37%
26%
26%
16%
Developpers
Licensed
surveying company
15%
Public notary
68%
0%
42%
Lawyer
99
Evaluation of experiences with individual services
Please evaluate your experiences with each of the services that your legal entity uses more
frequently.
Bad
experien
ce
4
Good
experien
ce
2
3
Don’t
know
Average
Obtaining a possessory title
2%
2%
18%
23%
53%
1%
4.24
Obtaining a cadastral map excerpt
1%
3%
24%
28%
44%
1%
4.11
Request for house number
assignment
5%
5%
20%
25%
30%
15%
3.82
Request for registering real property
title holder
5%
2%
25%
45%
23%
Request to change real property
usage
3%
3%
33%
33%
23%
5%
3.76
Request to change real property title
holder
5%
9%
23%
30%
30%
2%
3.74
Request to change the real property
surface area
4%
7%
27%
38%
24%
Registering objects on a parcel
2%
7%
31%
36%
20%
4%
3.68
Request for reviewing and
confirming geodetic reports
3%
10%
25%
36%
22%
3%
3.65
Request for changing the real
property shape
4%
6%
32%
36%
21%
* Only for services used more than once a year
3.8
3.71
3.64
100
3.64
3.71
3.76
Request title
holder registration
3.74
Request change of
land use
3.82
Request change of
real property area
Request change of t
title holder
3.68
Request change of
real property shape
Request house
number assignment
3.65
Register object
on a parcel
4.11
Request subdivision
report review
4.24
Obtain cadastral
map extract
Obtain
possessory title
Evaluation of experiences with individual services – according to legal
entities
3.80
Whole sample
4.33
4.29
Banks
4.04
3.92
3.47
3.50
4.14
3.33
3.40
3.50
3.70
3.27
Construction
investors
4.19
4.04
3.67
3.73
3.75
3.73
3.75
3.84
3.89
3.85
Certified
Geodetic
companies
4.45
Public notaries
4.44
4.41
3.45
3.80
3.91
3.73
3.60
3.50
4.00
Lawyers
* Only for services used more than once a year, and services used by at least
8 respondents.
101
Reasons for bad experiences
Why do you have bad experiences with…?
Very crowded
Obtaining a
possessory title
(N=4)
The procedure takes too long
Too slow
Very crowded
Different criteria upon review
Request for
reviewing and
confirming geodetic
reports (N=8)
Slow, lot of formalities
Request for changing real
property shape
(N=5)
Solving the paperwork is too complicated
The length of the implementation of
subdivision and other reports
Regulations not defined enough
Too slow
Request for changing real
property surface area
(N=5)
Unprofessional
Same as before
Based on the documents they issued and
have, they don’t carry out change of
possession
Request for changing real
property usage (N=2)
Different criteria upon review
Request for registering the
title holder (N=3)
Unnecessarily slow
Slow administrative procedure. Not
sure this is justifiable.
A lot of paperwork
Goes through their technical then legal
service
Registering objects
on a parcel (N=5)
Too slow
Unprofessional
Review frequently consists of looking for
mistakes
Too long in solving the paperwork
Slow administrative procedure. Not
sure this is justifiable
Unprofessional
Too slow
Slow (at work)
Unprofessional
Slow in solving queries
Request for changing the
title holder (user) (N=6)
The procedure takes too long
Unprofessional
Too slow
Too slow
Too much time wasted
Unprofessional
Obtaining cadastral
map excerpts (N=3)
Request for house number
assignment (N=2)
Too slow
Unprofessional
Unprofessional
* Only respondents who are not satisfied with the services provided
(mark 1 or 2)
Slow procedure
Unprofessional
102
Evaluation of the different aspects of cadastral operations
Please evaluate the different aspects of the functioning of cadastral offices and regional offices.
Very poor
Poor
Average
Good
Very good
48%
Staff friendliness and courtesy 1%3% 14%
Staff expertise 2%2%24%
9% 9%
8%
Up-to-datedness and harmonization of data
with other services
9%
25%
25%
27%
34%
21%
21%
25%
31%
Staff work organization 4%11%
22%
34%
21%
Speed of solving the case 5%12%
Simplicity of the official procedure
26%
37%
Transparency of the procedure 1%5% 29%
Length of time spent waiting in queue
Don't know
17%
29%
28%
30%
Average
25%
9% 4.03
14%
3.86
11%
3.77
12%
3.54
9% 3.42
11% 12%
3.36
9% 10% 3.07
17% 10% 10% 2.93
103
Overall mark of cadastral operations
On a scale from 1 to 5, where 1 means «very poor» and 5 «very good», how would you rate
cadastral operations in RoC as a whole, considering the role that the cadastre should play?
50%
Average = 3.4
40%
40%
33%
30%
20%
11%
9%
10%
7%
1%
0%
Very poor
2
3
4
Very good
Don't know
104
Average mark of cadastral operations
According to the type of legal entity
3,4
Whole sample
Certified engineer
offices
Because of a small number
of respondents, the
differences only serve as
Illustration!
3,6
3,5
Public notaries
3,4
Lawyers
Companies/construction
investors
3,3
Banks
3,2
1
2
3
4
5
105
Improvement priorities
What would you emphasize as the three most important priorities for improving the work of the
cadastre?
Hadrmonizing cadastral surveys with the situation in
the field
Harmonizing LR court dana with the cadastre
21%
20%
19%
Informatization
Speed of solving cases
15%
14%
12%
Streamlining the procedure
Staff education/staff expertise
11%
10%
9% OTHER ANSWERS WITH LESS THAN 4%:
• Better organization of office hours
9% • Shorter queues
• Better equipped technically
8%
• Harmonization of data with other services
Enabling cadastral data for wider usage
Regulations/ Legal framework for operations
Data up-to-datedness
Better organization of operations
Better connection with other services
4%
4%
4%
4%
5%
Friendliness/courtesy
Adequate space
Increasing the number of staff
Better communication with officials
Everything is OK
• possibilities of completing work through the
Internet
• Manipulative expenses
• Staff salary raise
• Staff availability
• More funds
• Establishing new cadastral offices
23%
Other
13%
Don't know\No answer
0%
10%
20%
30%
40%
50%
106
Impact of cadastral operations on business activities
How does the existing functioning of the cadastre influence your business activities?
50%
44%
Average = 3.2
40%
30%
17%
20%
10%
16%
17%
5%
2%
0%
Has great
negative
impact
Has some
negative
impact
No
significant
impact
Has some
positive
impact
Has
significant
positive
impact
Don't know
107
Progress of the cadastre
Have you recently noticed progress in cadastral operations?
Yes, some
progress; 41%
Yes,
significant
progress; 28%
No, no
progresss; 27%
Don't know/No
answer; 5%
108
In Sp
Pr
fo e
C
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om
rm e d
is
P
ro
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Sp D
m ut
ve Pa ion
iz f i
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in
't d rc i
n
a Up atio ssu
ic g
kn bi e n
d
D
at th a
of on -t n in
ow pr l a do
io in ta O
m
i
i
is th o-d /Di g d
S
F
j
n
\N a v a g u r
n g a rg
su e a gi o
e
s v a
i
o n lg th bd n
an ih am e iv dl Q n g in aila niz S ing Int ted tali cu
sw lis at w is ine ua en or bi ati pe d ern ne za me
er tov ion ork ion ss lity era der lity on ed ata et ss tion nts
l
a
Segments with perceived progress
In which segments of cadastral operations have you noticed progress?
41%
0%
28%
12%
12%
12%
6%
4%
4%
3%
1%
1%
1%
1%
1%
1%
1%
9%
10%
20%
* Only respondents who perceived progress in cadastral
operations, N=69
30%
40%
50%
109
Experience with one or several offices
Are your experiences connected primarily to one regional office or fore several regional offices?
Only one; 48%
More than
one; 49%
Don't know; 4%
110
Above-average positive/negative experiences
Can you list those regional offices for which you could say that you have above-average
positive/negative experiences?
Positive
Negative
N
%
N
%
PUK Bjelovar
2
4%
1
2%
PUK Čakovec
4
8%
PUK Dubrovnik
4
8%
PUK Gospić
3
6%
2
4%
PUK Karlovac
4
8%
2
4%
PUK Koprivnica
7
14%
PUK Krapina
5
10%
PUK Osijek
2
4%
1
2%
PUK Pazin
2
4%
1
2%
PUK Požega
2
4%
PUK Rijeka
4
8%
3
6%
PUK Sisak
2
4%
1
2%
PUK Slavonski Brod
2
4%
PUK Split
3
6%
2
4%
PUK Šibenik
2
4%
1
2%
PUK Varaždin
6
12%
PUK Virovitica
1
2%
PUK Vukovar
2
4%
PUK Zadar
2
4%
2
4%
PUK Zagreb
9
18%
4
8%
GU Grad Zagreb
8
16%
8
16%
No reply
8
16%
28
57%
*Only those respondents that have experience with several cadastral
offices, N=49
111
Poll results – customer satisfaction
– legal entities
 Cadastral offices
 Municipal court land registries
 “Organized Land” Project
112
Usage of LR department services
Could you please state how often your legal entity in average uses each of the following services in
the land registry?
Don’t know
3%
35%
1%
7%
7%
10%
28%
2%
4%
7%
10%
11%
32%
1%
7%
5%
6%
7%
6%
43%
3%
5%
10%
4%
3%
6%
10%
41%
1%
1%
5%
9%
10%
8%
5%
9%
44%
1%
6%
3%
2%
8%
6%
1%
12%
5%
53%
2%
3%
4%
5%
2%
5%
5%
7%
3%
2%
61%
3%
Change of address
3%
3%
4%
1%
4%
1%
3%
6%
11%
61%
3%
Condominium ownership registration
3%
2%
3%
4%
7%
9%
4%
10%
16%
39%
4%
18%
11%
4%
17%
2%
3%
1%
Change of title registration
25%
6%
7%
5%
15%
5%
4%
6%
Mortgage registration
21%
9%
5%
1%
9%
7%
5%
Subdivision registration
9%
13%
6%
2%
9%
8%
Building registration
10%
12%
3%
6%
5%
Fiduciary title registration
11%
8%
2%
3%
Mortgage deletion
11%
7%
3%
Splitting registration or co-ownership
annulment
3%
6%
Legal suit registration, guardianship
2%
Purge of life-long usufruct
Once in
three
months
Once in
two
months
40%
Once a
year
Less often
or never
1-2 times in
six months
5%
Once a
month
1%
Once in
three
weeks
26%
Once in
two weeks
1%
Once a
week
1%
Several
times a
week
4%
title deed obtaining
113
Purge of life-long
usufruct
Change of address
Mortgage registration
36%
Legal suit registration
Building registration
24%
Condominium
ownership registration
Splitting registration
Subdivision
registration
Fiduciary title
registration
Mortgage registration
Change of title
registration
title deed
obtaining
Usage – towards legal entities
19%
15%
Percentage of
respondents
stating that they
use the service
at least once
in one month!
89%
57%
90%
45%
90%
31%
39%
19%
21%
80%
70%
30%
36%
10%
0%
10%
10%
Bank
30%
0%
0%
84%
48%
40%
16%
93%
95%
12%
90%
11%
70%
8%
33%
11%
4%
4%
16%
12%
0%
7%
19%
30%
30%
Constructing
investors
85%
81%
22%
85%
16%
Total
26%
55%
20%
20%
15%
15%
42%
42%
37%
37%
4%
40%
7%
55%
Surveying
firm
Notary public
100%
47%
32%
58%
58%
26%
21%
Attorney
114
Evaluation of experience with individual service
Could you please now evaluate your experience with performance of each service used most
frequently by your entity.
Bad
experience
Don’t
know
2
3
4
Good
experience
Change of address
4%
28%
36%
32%
Legal suit registration, guardianship
10%
18%
33%
28%
13%
3.89
13%
18%
32%
31%
5%
3.81
12%
27%
22%
33%
6%
3.8
Mortgage registration
2%
Fiduciary title registration
Average
3.96
Purge of mortgage
2%
8%
24%
31%
29%
6%
3.8
title deed obtaining
9%
11%
18%
29%
30%
2%
3.61
Purge of life-long usufruct
3%
15%
32%
24%
24%
3%
3.52
Change of title registration
8%
18%
22%
27%
21%
4%
3.36
Subdivision registration
3%
23%
30%
18%
23%
3%
3.36
Splitting registration or co-ownership
annulment
2%
21%
34%
13%
23%
6%
3.36
Building registration
7%
19%
28%
18%
23%
5%
3.31
Condominium ownership registration
12%
14%
38%
12%
19%
5%
3.13
* Samo za usluge koji se koriste češće od jednom godišnje
115
3.31
Condominium
ownership registration
Building
registration
Splitting registration
3.36
3.13
3.89
3.80
Change of address
3.36
Purge of long-life
usufruct
3.80
Subdivision
registration
Fiduciary title
registration
Mortgage registration
3.81
Purge of mortgage
3.36
Legal suit registration
3.61
Change of title
registration
title deed
obtaining
Evaluation of experience with individual services – for legal entities
3.52
3.96
Total
3.78
3.20
3.67
3.63
Bank
3.38
2.86
3.44
3.69
3.38
3.67
2.69
2.33
2.60
2.55
3.88
3.86
3.88
3.56
3.50
Constructing
investors
Surveying
firm
4.35
4.33
4.31
4.23
3.67
4.00
3.86
4.44
4.17
4.14
4.25
Notary public
3.29
3.22
3.77
2.80
2.82
3.22
3.67
3.75
3.31
3.38
Attorney
116
Reasons for bad experience
Why do you have bad experience with …?
title deed obtaining (N=20)
Change of title registration (N=19)
Due to slowness of procedure
Due to long queues, you sign up in the morning, they start to
work at 8 a.m. and you wait until noon, people enter out of order
Capability of registration procedure
A lot of time and long procedure, it lasts long
A lot of time
Long queues
Informatization
Additional papers are always needed
A lot of formality, LR clerks are unkind
Long queues
Cases are slowly processed
Too slow
Due to long processing
Service is too slow
Employees are unready to help
When issuing the owner’s extract, the issued extract doesn’t
have the date when it was issued, but shows the state one day
ago
One should enable the party to obtain the data in a different,
simpler and faster way
There is no communication between the LR clerks and the client
Slow, there are no data etc.
Different practices
Employees are unready to help
It is hard to obtain the data
Due to unregistered land books
Slowness, if more copies are needed, we do not obtain them all
and they do not say why
One should enable the party to obtain the data in a different,
simpler and faster way
Inaccurate information on the status of service
Non-transparency of the party’s LR clerk
Uneven practices
Data from the Internet are not valid as the official ones
It takes a lot of time
Self-will of LR clerks
It is hard to obtain the data
Lack of communication with clients
Extracts from the Internet are not valid as the official ones
* Only the respondents that evaluated the services
with 1 or 2
117
Reasons for bad experience
Why do you have bad experience with …?
Due to slowness of procedure
Unharmonized data
Long queues
Long legal procedure, it takes a lot of time
Due to long processing
Due to insufficient knowledge of regulations
Employees are unwilling to help
It takes a lot of time
It is hard to obtain the data
Uneven practices
Data from the Internet are not valid as the official ones
Self-will of LR clerks
Subdivision registration (N=16)
Mortgage registration (N=9)
Too slow
A lot of formalities, LR clerks are unkind
When a document is missing in the case, the
application is refused
Too slow
Refusal without correcting
Slow
Much too slow
Because it takes a lot of time
Employees are unwilling to help
One should enable the party to obtain the data in a
different, simpler and faster way
Lack of communication with clients
Too slow
Too slow
Long queues
Inaccurate information on the status of service
It takes a lot of time
Different practices
It is hard to obtain the data
It is hard to obtain the data
Data from the Internet are not valid as the official ones
Employees are unwilling to help
Legal suit registration,
guardianship
(N=4)
Fiduciary title registration
(N=6)
Employees are unwilling to help
Self-will of LR clerks
* Only the respondents that evaluated the services
with 1 or 2
Different practices
Different interpretation of laws and other regulations
among individual LR clerks and judges, which causes
making of different decisions for the same type of case
Uneven practices
Application is immediately refused without notifying
the party first and give the possibility to correct it
Self-will of LR clerks
Lack of communication with clients
118
Reasons for bad experience
Why do you have bad experience with …?
Splitting registration or co-ownership annulment (N=11)
Building registration (N=15)
The same as before
Unharmonized data
A lot of administrative problems, a lot of necessary papers
Due to long queues, you sign up in the morning, they start to
work at 8 a.m. and you wait until noon, people enter out of order
Registered under a new number
Long procedure
Too slow
Refusal without possibility to correct
A lot of formalities, LR clerks are unkind
Registered under a new number
Slow
Each a bit less typical case can hardly be finished
Lack of knowledge on the basic institutes of LR law
Employees are unwilling to help
One should enable the party to obtain the data in a different,
simpler and faster way
Refusal without possibility to correct
Slow processing
Too slow
Too much unnecessary documentation is needed due too lack
of connection between the departments
Due to long processing
It takes a lot of time
Employees are unwilling to help
Different practices
Different interpretation of laws and other regulations among
individual LR clerks and judges
One should enable the party to obtain the data in a different,
simpler and faster way
Different practices
Lack of professionalism
Uneven practices
Different interpretation of laws and other regulations among
individual LR clerks and judges
Application is immediately refused without notifying the party
first and give the possibility to correct it
Uneven practices
Lack of motivation
Application is immediately refused without notifying the party
first and give the possibility to correct it
Self-will of LR clerks
Self-will of LR clerks
Lack of communication with clients
Lack of communication with clients
* Only the respondents that evaluated the services
with 1 or 2
119
Reasons for bad experience
Why do you have bad experience with …?
Condominium ownership registration (N=11)
Long queues
Banks and my firm are not the same
Procedure takes a lot of time
Procedure takes a lot of time
A lot of formalities
Too slow
Now it is OK
Registered under a new number
Because the procedure takes a lot of time
Too slow
Purge of
mortgage
(N=5)
Employees are unwilling to help
Long queues
Refusal without possibility to correct
Different practices
Slow processing
Uneven practices
Employees are unwilling to help
Self-will of LR clerks
Due to bad organization of work
Lack of communication with clients
One should enable the party to obtain the data in a different,
simpler and faster way
Too slow
Lack of professionalism and interest in employees
Employees are unwilling to help
Employees are unkind
Long queues
Cases are handled very slow
Different practices
Different interpretation of laws and other regulations among
individual LR clerks and judges, which causes making of
different decisions for the same type of cases
Purge of lifelong usufruct
(N=6)
Different practices
Different interpretation of laws and other regulations
among individual LR clerks and judges
Uneven practices
Uneven practices
Application is immediately refused without notifying the
party first and give the possibility to correct it
Application is immediately refused without notifying the party
first and give the possibility to correct it
Self-will of LR clerks
Self-will of LR clerks
Lack of communication with clients
Lack of communication with clients
Change of
address (N=1)
* Only the respondents that evaluated the services
with 1 or 2
Employees are unwilling to help
120
Evaluation of various aspects of land registry operations
Could you please now evaluate various aspects of the work of LR departments and branch offices
Very bad
Bad
Medium
Good
Very good
Kindness 4% 14%
Transparency
24%
7% 14%
Long queues
12%
17%
Sinplicity of regulated procedure 10%
Up-to-dateness and harmonization of dana
with other departments
19%
20%
18%
23%
Prosjek
3.3
16% 1% 3.15
21%
20%
22%
25%
9%
18%
27%
37%
28%
16% 6% 3.45
20%
25%
15%
10% 3.55
18%
39%
33%
3.62
25%
34%
19%
Organization 7% 14%
Fast handling
35%
23%
Professionalism 5%10%
Don't know
18%
5% 3.13
12%2% 3.08
8%3% 2.67
121
Evaluation of land registry operations as a whole
On a scale from 1 to 5, where 1 means “very bad” and 5 means “very good”, how would you rate the land registry
operations in the Republic of Croatia as a whole, concerning the role that the land registry should play?
50%
Average = 2.99
40%
40%
30%
24%
21%
20%
10%
8%
7%
1%
0%
1
2
3
4
5
Don't know
122
Evaluation of land registry operations as a whole
According to the type of legal entity
3,0
Entire sample
Because of a small
number of respondents,
the differences only
serve as illustration!
3,6
Notary public
Certified surveying firm/ Certfieid engineer
offices
3,2
2,9
Bank
Attorney
2,7
Firms/ Construction investors
2,6
1
2
3
4
5
123
Priorities for improvement
What would you point out as three most important priorities to be improved in the land registry operations?
Informatization
Harmonization with Cadastre
26%
20%
20%
Expertise of emplyoees
Work speed
14%
14%
11%
9%
9%
9%
7%
7%
6%
6%
5%
5%
4%
4%
Up-to-dateness
Speed of documents issuing
Access from Internet
Kindness/Better contact with cleints
Simpler legal procedures
More employees
Land books registration
Better organization
Better contact with LR clerks
More adequate office space
Working hours
Transparency
Availability of data
OTHER REPLIES LESS THAN 4%:
• Backlogs clearing
• Satisfied with the work of LR department
• Rule of equality
• Accurate books
• Be co-operative with clients
• Phone communication with LR clerk
• Validation of data from the Internet
• Uniformity of practices
• Know-how
• Reducing of tasks
• Faster registration of changes per LR
applications
• Better technical quality of equipment
• Faster changes registration
• Opening of new LR departments
• dealing with corruption
• Flexibility
• Better financial support
31%
Other
Don't know
9%
0%
10%
20%
30%
40%
50%
124
Impact of the land registry operations on business
In which way does the current functioning of the land registry impact your business?
50%
Average = 2.9
40%
30%
24%
20%
24%
20%
20%
13%
10%
0%
It has a high
negative
impact
It has a low
negative
impact
It has no
significant
impact
It has a
It has a huge
significant
negative
positive impact
impact
125
Land registry progress
Have you lately noticed any progress in the land registry operations?
Yes, there is
some
progress; 40%
Yes,
significant
progress; 33%
No, there is no
progress; 27%
Don't know;
1%
126
Segments with perceived progress
In which segments of the land registry operations have you noticed progress?
33%
Informatization/Digitalization
16%
Speed of issuing documents
12%
Data up-to-datedness
Data visibility on the
Internet
Speed/Don't have to wait
long
Don't have to wait long
4%
Speed of data availability
4%
Harmonization
4%
Getting information
4%
12%
12%
Organization
3%
Larger number of staff
3%
Issuing of excerpts
3%
OTHER ANSWERS WITH LESS THAN 2%:
• Better connection with other services
• Establishing EDP
• Functionality
• Uniform form for the entire Croatia
• Friendliness of clerks
• Data processing
• Change of space
• Terrain registration
• Change of ownership registration
• Obtaining ownership certificate / possessory
title
• Receipt of all applications
• Public awareness about o regulations
connections in LR
17%
Other
7%
Don't know
0%
10%
20%
* Only respondents who noticed progress in the work of land
registries, N=73
30%
40%
50%
127
Experience with one or more offices
Are your experiences connected primarily to one municipal court land registry or more of them?
More of them;
61%
Only one; 39%
128
Above-average positive/negative experiences
Can you single out those municipal courts with land registries where you have above-average
positive/negative experiences?
Beli Manastir
Positive
Negative
Positive
Negative
Positive
Negative
N
N
N
N
N
N
Križevci
5
1
Krk
1
1
Benkovac
Senj
2
4
Splitu
2
Stari grad
(Hvar)
1
Biograd na moru
1
1
Makarska
6
Bjelovar
2
1
Mali Lošinj
1
Buje
2
Crikvenica
2
Metković
1
Novi Marof
1
Čazma
1
Novska
2
Donja Stubica
1
Splitu
2
Dubrovik
2
Dugo Selo
Đurđevac
1
1
2
Opatija
3
1
Otočac
1
Garešnica
1
Ozalj
1
1
5
Gospić
1
Pag
1
Imotski
2
Petrinja
1
Ivanec
1
Pregrada
1
Ivanić-grad
2
Pula
1
Jastrebarsko
1
Rab
1
Karlovac
3
Rijeka
2
Klanjec
1
Rovinj
1
Samobor
2
Korčula
2
2
1
Šibenik
1
Trogir
Omiš
1
Sveti Ivan
Zelina
2
2
2
2
Valpovo
1
Varaždin
9
Velika Gorica
1
Zabok
3
Zadar
3
5
Zagreb
5
Zaprešić
1
Osijek
2
Županja
2
All of Istria
2
Land registries
in smaller
towns
1
Koprivnica
5
Sesvete
1
All
1
Krapina
1
Sisak
1
No answer
15
* Only respondents experienced with more land registries
4
18
1
15
129
Poll results – customer satisfaction – legal
entities
 Cadastral offices
 Municipal court land registries
 “Organized Land” project
130
Information about the project
To what extent are you personally aware of the activities within the Real Property Registration and
Cadastre Project?
50%
Average = 3.6
43%
40%
30%
27%
18%
20%
12%
10%
1%
0%
Very little
A little
Average
Well
Very well
131
Project evaluation
How would you rate this project in general, from 1 to 5, where 1 means «very poor», and 5 «very
good».
50%
Average = 3.5
40%
36%
28%
30%
20%
20%
12%
10%
3%
2%
0%
Very poor
2
3
4
Very good
Don't know
132
Project priorities
What would you give as priorities within the Real Property Registration and Cadastre Project?
36%
Data harmonization
18%
Informatization/Digitalization
10%
Staff expertise
Data up-to-datedness
9%
8%
8%
7%
5%
4%
4%
4%
3%
3%
2%
2%
2%
Speed of issuing documents
Complete the project
Speed
Legal framework
Streamlining the procedure
Harmonization of data with
the real situation in the field
Decreasing the fees
Solving the backlogs
Greater number of staff
Ensuring the availability of
LR excerpts
Greater financial support
Connection with other
services
Other
OTHER ANSWERS WITH LESS THAN 2%:
• Better equipped technically
• Getting rid of public ownership
• Many services are finally being standardized
• Getting rid of state ownership
•Getting rid of county ownership
• Informing the public about the differences between the
cadastre and the land registry
• Removal of corrupt officials
• They are not available even over the telephone
• Reform of as many land registers as possible
• Enabling communication of clerks with clients
• Respecting of pre-emption
• Increase transparency
• Legal security
• Priority is that the status from cadastre is governing
• Professionalism
• Restructuring agricultural lands
• Scanning all cadastral maps
• Registering ownership
• Registering residential objects
20%
7%
Don't know
0%
10%
20%
30%
40%
50%
133
Conclusions – the satisfaction of regular customers
 Out of cadastral services, the regular customers most frequently use
the service of obtaining the possessory title and obtaining excerpts
from the cadastral map.
 The customers are also satisfied the most with the way these services
are provided. Specific comments regarding the work of the cadastre in
general deal with the length of certain procedures, how slow they are,
and in some cases, the unfriendliness of staff and their lack of
expertise. In addition, some procedures are considered too
complicated, and it’s believed that they could be streamlined.
 The regular users rated the work of the cadastre lower than physical
entities, both overall and on the level of individual aspects. This grade
is a lot closer to the grade of the general population.
 Harmonization with the real situation and with the situation in the land
registries, and informatization and speeding up the procedures are
given as main priorities for improving the work of the cadastre.
 However, the majority of the regular users still perceives significant
progress recently in the work of the cadastre.
134
Conclusions – the satisfaction of regular customers
 In land registries, regular users most frequently request possessory
title, register change of ownership and register mortgages.
 Customer satisfaction with the work of land registries is somewhat
lower than with the work of the cadastre, both overall and for individual
services.
 A significant part of regular users mention that problems in the land
registry work to some extent have a negative impact on their work.
 Over 70% of the regular users have noticed an improvement recently in
the work of land registries. Further improvement is needed in
informatization, harmonization with the cadastre, greater speed and
up-to-datedness and staff expertise.
 Most customers are well informed about the project and give it quite a
high grade.
135