Immigration New Zealand customer satisfaction survey

Immigration New Zealand undertakes monthly surveys of visa applicants to help evaluate and improve its customer service.

This report provides a summary of the key findings from the Immigration New Zealand (INZ) Customer Experience Survey conducted among visa applicants who lodged their own application; they did not go through an immigration adviser or lawyer. The survey monitors visa applicants’ experience with the entire application process.

The surveys are conducted by Gravitas Research and Strategy for the Migration Evidence and Insights team.

Survey methodology

The survey is conducted among a randomly selected sample of applicants who have received a decision on their application in the previous quarter.

It uses an online survey methodology and can be completed in English or Simplified Chinese. The response rate of approximately 30% results in completed responses from 3,000 applicants per quarter.

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.

Summary of key survey findings 2018

The proportion of visa applicants satisfied with the overall quality of service received is an Estimates measure for the 2018/19 year. The target for this measure is set at 80% for satisfaction with the overall experience of applying for a visa.

The overall experience was positive for most clients

Satisfaction with the overall experience of applying for a visa has been consistently high. It has been trending upwards since October 2016. The 2017-2018 result was significantly higher than the year before (81% vs. 80%).

Figure 1: Satisfaction with the overall experience of applying for a visa (total % satisfied)

Figure 1: Satisfaction with the overall experience of applying for a visa (total % satisfied)

Satisfaction with the Overall Experience of applying for a visa

All Applicants

 

Oct-Dec 2016

Jan-Mar 2017

Apr-Jun 2017

Jul-Sep 2017

Oct-Dec 2017

Jan-Mar 2018

Apr-Jun 2018

Jul-Sep 2018

All visa applicants

79%

80%

81%

82%

81%

81%

80%

84%

Service provided by INZ office staff and Immigration Contact Centre (ICC) staff was rated highly

Applicants who called the ICC or had contact with INZ office staff were pleased with how   they were treated by staff - they felt that staff were respectful, helpful, and knew what they were doing.

The slightly lower results on ICC staff knowledge (i.e. staff knew what they were doing) may have been influenced to some extent by lack of consistency in information provided as well as the difficulty of accessing information on the status of the application.

Figure 2: Interaction with staff (total % agree)

Figure 2: Interaction with staff (total % agree)

Interaction with staff
(Jul-Sep 2018)

 

INZ Offices

Immigration Contact Centre

Staff treated me with respect

85%

85%

Staff were helpful

80%

80%

Staff knew what they were doing

81%

77%

The ability to get help with the application process varied between channels 

Visa applicants now find it easier to get advice and guidance from the website and application forms, compared to staff at INZ offices, the ICC and the Visa Application Centres (VAC).

Performance of the website has improved significantly since the previous quarter and over the last two years.

Figure 3: Ease of getting advice and guidance (total % agree)

Figure 3: Ease of getting advice and guidance (total % agree)

Ease of getting advice and guidance
(Jul-Sep 2018)

Immigration Contact Centre staff

73%

Visa Application Centre staff

75%

INZ Office staff

up arrow78%

Paper application form

82%

Immigration Online application form

84%

Online Services application form

86%

INZ Website

up arrow87%

   
up arrowSignificantly higher than earlier quarter  

 

Some aspects of providing information continue to be challenging, but there has been an upward trend over the last two years

Most applicants now state that it is easy to understand what they needed to do when submitting an application.

They are also more likely (compared to earlier) to agree that they understood how long the decision would take. This could be due to recent changes and improvements made to the INZ website.

Figure 4: Access to information (total % agree)

Figure 4: Access to information (total % agree)

Access to information

 

Oct-Dec 2016

Jan-Mar 2017

Apr-Jun 2017

Jul-Sep 2017

Oct-Dec 2017

Jan-Mar 2018

Apr-Jun 2018

Jul-Sep 2018

Easy to understand what I needed to do

81%

81%

81%

83%

84%

83%

83%

up arrow85%

Understood how long the decision would take

73%

74%

73%

up arrow75%

77%

76%

78%

79%

Received consistent information/advice

69%

70%

70%

72%

72%

72%

72%

74%

Able to find out status of application

60%

61%

62%

63%

61%

62%

64%

62%


up arrowSignificantly higher than earlier quarter

           

Applying online was a positive experience and almost all online applicants would do so again

Users of Immigration Online and Online Services continued to be satisfied with their experience of using the online form.

They found it easy to complete the application form (87%) and upload documents (82% - 83%). Almost all online applicants (95%) would use the online application process again.

Paper applicants were significantly less satisfied with their experience of using the application form, compared to online applicants.

Paper applicants’ awareness of applying online (55% in the last quarter) has not changed substantially over the last two years. They were still significantly less likely (72%) to complete future applications online. The main reasons given were:

  • Easy/convenient to apply online and more efficient than the online system, and
  • Inability to pay with a credit card.

Suggestions for improvement

The main suggestions continue to relate to:

  • Clarity of process: providing better explanation and assistance to help customers fully understand application requirements and the application process.
  • Communication: providing regular progress updates throughout the application process.
  • Timeliness: faster processing of applications.