Immigration New Zealand customer satisfaction survey
Immigration New Zealand undertakes monthly surveys of visa applicants to help evaluate and improve its customer service.
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Summary of key survey findings 2016
This report provides a summary of the key findings from the Immigration New Zealand (INZ) Customer Satisfaction Survey conducted among visa applicants for the July – September 2016 quarter.
The surveys are conducted by Gravitas Research and Strategy for our Research and Evaluation team.
The surveys ask 8 core questions about customer satisfaction.
Survey methodology
Survey invitations are emailed to randomly selected individuals, providing a link to an online questionnaire in English and Simplified Chinese.
Survey period
This survey report covers application decisions made between 16 June 2016 and 15 September 2016.
Response rate
A total of 2,655 completed responses were received over the quarter, equating to an overall response rate (excluding ineligible responses) of 35%.
Weighting
Visa applicant data is weighted to reflect the distribution of applicants by visa type within an office.
For more information on this report, please contact: MBIE Research and Evaluation.
2016 survey results
Overall satisfaction
84% of all applicants surveyed for the July – September 2016 quarter were satisfied with the overall quality of service they received (an INZ Output Plan measure). This result has remained stable over the last 8 quarters.
Figure 1: Overall satisfaction with quality of service (total % satisfied)
| Total % satisfied (rating 4 or 5 out of 5) | ||||
|---|---|---|---|---|
| Sep-15 | Dec-15 | Mar-16 | Jun-16 | Sep-16 |
| 83% | 84% | 85% | 83% | 84% |
| Table 1: Overall satisfaction with quality of service (total % satisfied) | ||||
Overall satisfaction with individual offices ranged from a high of 90% for Beijing to 76% for Mumbai. Beijing office performed significantly higher than the average, while Palmerston North was significantly lower.
Figure 2: Overall satisfaction with quality of service (total % satisfied) - Onshore offices, July – September 2016
| Total % satisfied (rating 4 or 5 out of 5) | |
|---|---|
| Christchurch | 88% |
| Hamilton | 87% |
| iBranch | 84% |
| Auckland Central | 83% |
| Manukau | 81% |
| Palmerston North Student | 78% |
| Wellington | 77% |
| Table 2: Overall satisfaction with quality of service (total % satisfied) - Onshore offices, July – September 2016 | |
Figure 3: Overall satisfaction with quality of service (total % satisfied) - Offshore offices, July - September 2016
| Total % satisfied (rating 4 or 5 out of 5) | |
|---|---|
| Beijing | 90% |
| Bangkok | 88% |
| Suva | 86% |
| Manila | 85% |
| Hong Kong | 84% |
| Shanghai | 84% |
| Jakarta | 84% |
| London | 82% |
| New Delhi | 79% |
| Nuku'alofa | 78% |
| Apia | 77% |
| Mumbai | 76% |
| Table 3: Overall satisfaction with quality of service (total % satisfied) - Offshore offices, July - September 2016 | |
Service performance
- Most service performance measures have been stable, and 4 of the 8 measures were at or above 80%.
- 2 measures have declined significantly since the April – June quarter.
Figure 4: Service performance measures (total % agree), July - September 2016
| Table 4: Service performance measures (total % agree), July - September 2016 | |
| Total % satisfied (rating 4 or 5 out of 5) | |
|---|---|
| I was treated fairly | 87% |
| My application was processed within a reasonable time | 85% |
| Staff did as they said they would do | 81% |
| I feel my individual circumstances were taken into account | 80% |
| Staff helped me understand the visa application process | 78% |
| Staff were competent | 77% |
| I received consistent information/advice | 77% |
| INZ provided regular updates on the progress of my application | 74% |
Visa Application Centres (VACs)
- Feedback from those who lodged their application through the VACs indicates VACs are performing well. Satisfaction with the overall quality of service received at VACs was 88%.
- Most VAC users agreed that the process of submitting the application was clear and easy (86%), that the VAC they had interacted with presented a professional image (87%), and that the VAC staff had treated them with respect (87%).
Suggestions for improvement
- Across all offices, the service improvements most commonly suggested by applicants were similar to the previous quarter. The top suggestions were:
- communication: providing regular progress updates throughout the application process
- clarity of process: providing better information and assistance to help customers fully understand application requirements and the application process
- timeliness: faster processing of applications.
Denotes a statistically significant higher result compared to previous quarter (at 95% confidence)
Denotes a statistically significant lower result compared to previous quarter (at 95% confidence)