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The UK Border Agency in New Zealand - 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 New Zealand show we have an overall customer satisfaction rate of 80 per cent. The number of surveys completed by applicants applying from New Zealand is low. One of our key aims is to increase the number of surveys completed each month. This will provide us with a wider perspective and help us to improve our service.
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 |
67 |
33 |
|
Visa application centre |
Submitting my application was easy |
100 |
0 |
|
Visa application centre |
The centre was open when I needed it |
100 |
0 |
|
Visa application centre |
The centre was easy to access and move around |
100 |
0 |
|
Visa application centre |
The centre had signage that was easy to understand |
100 |
0 |
|
Visa application centre |
The centre was clean and comfortable |
100 |
0 |
|
Staff |
The centre staff were polite and helpful |
100 |
0 |
|
Staff |
The centre staff were knowledgeable |
100 |
0 |
|
Staff |
The centre staff were clear and I understood them |
100 |
0 |
|
Staff |
The centre staff kept me informed |
100 |
0 |
|
Staff |
The centre staff gave me privacy when required |
100 |
0 |
|
Telephone correspondence |
My telephone call was dealt with efficiently |
50 |
50 |
|
Telephone correspondence |
My telephone call was dealt with in a timely manner |
50 |
50 |
|
Email correspondence |
My email was dealt with efficiently |
60 |
40 |
|
Email correspondence |
My email was dealt with in a timely manner |
60 |
40 |
|
Decision |
I have received my decision |
60 |
40 |
|
Decision |
I was satisfied with the speed of my decision |
67 |
33 |
|
Decision |
I understood the reasons for my decision |
33 |
67 |
|
Decision |
I understood what to do following my decision |
100 |
0 |
|
Overall process |
I was treated fairly |
100 |
0 |
|
Overall process |
I got what I needed from this service |
80 |
20 |
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 December:
- In December we sent out 302 requests to individuals asking them to take part in a survey specifically to address some of the low customer satisfaction survey results in the November online survey. As a result we spoke directly to 6 applicants, and 10 applicants completed the on-line survey. These returns are an improvement on previous months where the number of completed survey ranged from 0 (in April, June and August) to around 3 in each of the previous 10 months, but we still need to improve the completion rate.
- A significant number of applicants complained that we were unable to provide progress reports during the application process, or even confirmation that the application had been received in our processing hub in Manila. We are currently looking at options to address this without impacting on the current processing times.
Improvements to the way we communicate to you
- We update you every month by publishing current processing times on this website.
- We update you on any delays or issues which may affect your visa application process via regular focused news items on thiswebsite.
- 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 New Zealand country pages on this website with more visible links to guidance and information on supporting documents.
Customer feedback and complaints
We encourage and welcome all customer feedback and appreciate that you take the time to send us both your compliments and your concerns. It is our policy to review all feedback we receive to help inform improvements to our service. You can provide feedback by completing the UK Border Agency global customer satisfaction survey.