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The UK Border Agency in Hong Kong - customer feedback
11 February 2013
The UK Border Agency encourages you to feedback comments via our online global customer survey. Each month we review your feedback to see where we can improve our service.
Our December results for Hong Kong show we have again exceeded our 80 per cent threshold for customer satisfaction with an overall customer satisfaction rate of 98 per cent.
The table below sets out results to all the questions asked in our global customer survey. We will be analysing these in more detail to identify any specific areas for improvement.
Customer survey results - December 2012
|
Stage of the Process |
Customer statement |
Satisfied % |
Dissatisfied% |
|
Online |
Booking my biometric appointment was easy |
100 |
0 |
|
Visa application centre |
The centre was easy to get to |
98 |
2 |
|
Visa application centre |
Submitting my application was easy |
96 |
4 |
|
Visa application centre |
The centre was open when I needed it |
91 |
9 |
|
Visa application centre |
The centre was easy to access and move around |
98 |
2 |
|
Visa application centre |
The centre had signage that was easy to understand |
98 |
2 |
|
Visa application centre |
The centre was clean and comfortable |
100 |
0 |
|
Staff |
The centre staff were polite and helpful |
96 |
4 |
|
Staff |
The centre staff were knowledgeable |
98 |
2 |
|
Staff |
The centre staff were clear and I understood them |
100 |
0 |
|
Staff |
The centre staff kept me informed |
98 |
2 |
|
Staff |
The centre staff gave me privacy when required |
98 |
2 |
|
Telephone correspondence |
My telephone call was dealt with efficiently |
87 |
13 |
|
Telephone correspondence |
My telephone call was dealt with in a timely manner |
81 |
19 |
|
Email correspondence |
My email was dealt with efficiently |
90 |
10 |
|
Email correspondence |
My email was dealt with in a timely manner |
90 |
10 |
|
Decision |
I have received my decision |
98 |
2 |
|
Decision |
I was satisfied with the speed of my decision |
95 |
5 |
|
Decision |
I understood the reasons for my decision |
100 |
0 |
|
Decision |
I understood what to do following my decision |
82 |
18 |
|
Overall Process |
I was treated fairly |
96 |
4 |
|
Overall Process |
I got what I needed from this service |
98 |
2 |
In looking at ways to improve our service and communicate better with our customers we also review our performance each month against our customer service standards. In November and December 2012:
- we exceeded our completion time for processing non-settlement visas of 90 per cent within 15 working days*;
- we exceeded our completion time for processing settlement visas of 95 cent within 12 weeks*;
- we significantly exceeded our customer response target of 20 working days by responding to customer enquiries with an average rate of 3 days;
- we did not receive any complaints.
*A more detailed breakdown of our monthly processing times is on the processing times page.
Improvements
Your feedback has already informed a number of improvements to our visa service and the way we communicate to you:
- we have now increased our decision pick up times by a further 2 hours each day;
- we have improved our appointment system to ensure that you are seen within your designated appointment slot when you attend the visa application centre (VAC). This has reduced the waiting time and process of submitting your application;
- during our peak period we introduced changes to the queuing system in the VAC to improve efficiency;
- we have started to create bespoke information sheets to assist applicants to use the online application system and to advise about specific documentary requirements in key categories;
- we update you on any delays or issues which may affect your visa application process via regular focused news items on our website;
- we send you an email update to advise you when your application has been decided giving you an indication as to when you are likely to receive your passport back/or when your passport is ready for collection;
- when you email us, we confirm receipt immediately and let you know the timeframe for our response;
- we now have improved Hong Kong country pages on our website, which are also published in traditional Chinese, with more visible links to guidance and information on supporting documents.
Customer feedback and complaints
In addition to the UK Border Agency global customer satisfaction survey, you can also contact us with any general feedback, compliments or complaints about the service you have received.