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The UK Border Agency in Australia - 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 Australia show we have an overall customer satisfaction rate of 55 per cent. The number of surveys completed by applicants applying from Australia 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 initial results to questions asked in our online global customer survey in December 2012. We are committed to seeking ways to improve the service that we offer customers and will be analysing these results in more detail to identify any specific areas in which we may be able to make improvements.
|
Stage of the process |
Customer statement |
Satisfied % |
Dissatisfied% |
|
Online |
Booking my biometric appointment was easy |
95 |
5 |
|
Visa application centre |
The centre was easy to get to |
87 |
13 |
|
Visa application centre |
Submitting my application was easy |
92 |
8 |
|
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 |
82 |
18 |
|
Visa application centre |
The centre was clean and comfortable |
100 |
0 |
|
Staff |
The centre staff were polite and helpful |
55 |
45 |
|
Staff |
The centre staff were knowledgeable |
75 |
25 |
|
Staff |
The centre staff were clear and I understood them |
85 |
15 |
|
Staff |
The centre staff kept me informed |
69 |
31 |
|
Staff |
The centre staff gave me privacy when required |
100 |
0 |
|
Telephone correspondence |
My telephone call was dealt with efficiently |
57 |
43 |
|
Telephone correspondence |
My telephone call was dealt with in a timely manner |
69 |
31 |
|
Email correspondence |
My email was dealt with efficiently |
50 |
50 |
|
Email correspondence |
My email was dealt with in a timely manner |
42 |
58 |
|
Decision |
I have received my decision |
74 |
26 |
|
Decision |
I was satisfied with the speed of my decision |
59 |
41 |
|
Decision |
I understood the reasons for my decision |
88 |
13 |
|
Decision |
I understood what to do following my decision |
89 |
11 |
|
Overall process |
I was treated fairly |
84 |
16 |
|
Overall process |
I got what I needed from this service |
75 |
25 |
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:
- we sent out 1,350 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 16 applicants, and 47 applicants completed the on-line survey. These returns are an improvement on previous months where the number of completed survey ranged from 0 (in June) to around 4 in each of the previous 10 months, but we still need to improve the completion rate in order to achieve more rounded view of the service. This will help us to focus on the bigger issues first;
- 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 and will update you over the next few months.
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 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 Australia country pages on our website with more visible links to guidance and information on supporting documents.
- we will now directly email all applicants asking them to complete the online customer satisfaction survey in order to improve on the number of returns and hopefully provide a more balanced overview of the services.
- 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.
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.