Immigration New Zealand customer satisfaction survey

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

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)

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

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

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

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.

up arrowDenotes a statistically significant higher result compared to previous quarter (at 95% confidence)

down arrowDenotes a statistically significant lower result compared to previous quarter (at 95% confidence)