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The UK Border Agency in Papua New Guinea - 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 November results for Papua New Guinea show we have exceeded our 80 per cent threshold for customer satisfaction with an overall customer satisfaction rate of 100 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 - November 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 |
100 |
0 |
|
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 |
N/A |
N/A |
|
Telephone correspondence |
My telephone call was dealt with efficiently |
N/A |
N/A |
|
Telephone correspondence |
My telephone call was dealt with in a timely manner |
N/A |
N/A |
|
Email correspondence |
My email was dealt with efficiently |
N/A |
N/A |
|
Email correspondence |
My email was dealt with in a timely manner |
N/A |
N/A |
|
Decision |
I have received my decision |
100 |
0 |
|
Decision |
I was satisfied with the speed of my decision |
100 |
0 |
|
Decision |
I understood the reasons for my decision |
100 |
0 |
|
Decision |
I understood what to do following my decision |
50 |
50 |
|
Overall process |
I was treated fairly |
100 |
0 |
|
Overall process |
I got what I needed from this service |
100 |
0 |
Improvements
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 significantly exceeded our completion time for processing non-settlement visas of 90 per cent within 15 working days*;
- we significantly exceeded our completion time for processing settlement visas of 95 per 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; and
- we haven't received any customer feedback for December so we will be looking at methods of encouraging our customers in Papua New Guinea to complete our customer survey.
* A more detailed breakdown of our monthly processing times is on the processing times page.
Your feedback has already informed a number of improvements to our visa service and the way we communicate to you:
- we update you on any delays or issues which may affect your visa application process via regular focused news items on our website;
- when you email us, we confirm receipt immediately and let you know the timeframe for our response;
- we now have improved Papua New Guinea country pages on our website 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.