Department of Immigration 2012 Customer Service · PDF fileDepartment of Immigration 2012 Customer ... there was no comparative analysis ... Permit Customer Satisfaction Levels Survey

Department of Immigration 2012 Customer Service SurveyResults of online survey

August 2, 2012

FINAL REPORT

- 2 -

Overview

Overview

• Purpose‒ In 2009, a survey was conducted to measure customer service of a number of Immigration service areas based on

agreed Key Performance Indicators (KPIs)‒ In 2012, the same survey was conducted based on the KPIs from the original survey. One question was amended

in a number of service areas. In 2009, the survey measured the “Timeliness of responding to messages” which was changed for the 2012 survey to “Customer treated with dignity and respect.” Therefore, there was no comparative analysis completed for this KPI. In addition, the service area of Trade & Business Licensing Board was not measured in 2012 as this service is no longer managed by the Department of Immigration

‒ The purpose of this report was to compare the results of the 2012 survey to those of the 2009 survey, and to identify key areas of improvement or decline

• Approach‒ An confidential online survey was administered by Deloitte, while Immigration utilised email contacts of professional

organisations to drive participation‒ Immigration sent an invitation to complete the survey to the following organisations who were asked to distribute to

their members: Chamber of Commerce, Cayman Islands Society of Human Resources Professionals, Cayman Islands Tourism Association, Cayman Islands Real Estate Brokers Association, Cayman Islands Law Society and Cayman Contractors Association

‒ The survey was launched on 9 July 2012, remaining open for 2.5 weeks. The survey was closed on 25 July 2012.The survey received 154 complete responses

‒ Based on the results of the survey, Deloitte prepared the graphs and analysis on the following pages of this report, identifying any key shifts in responses from 2009

• Deloitte’s role‒ Deloitte’s role was limited to administering the online survey and reporting the analysis of the survey results

- 3 -

General Observations and Comments

General Observations and Comments

• Overall improvement‒ Overall, there was improvement on substantially all KPIs in most service areas ‒ The service area with the most improvement in customer satisfaction levels was the Work Permit Board, which had

significant improvements in all KPIs assessed‒ Other areas with notable improvements were:

• Temporary Work Permit and Business Visitor’s Permit (responsiveness and knowledge)• Business Staffing Plan Board (responsiveness and flexibility)• Passport and Corporate services (customer service)

• Areas to develop‒ While improved from 2009, customers were still dissatisfied with the Immigration Counter and Reception Desk, in

particular the customer service, responsiveness, flexibility and knowledge of staff‒ The above results for the Immigration Counter and Reception Desk were reflected in the recommendations and

comments received from customers, which included repeated concerns regarding the level of staff training for customer service, the consistency of information provided by different staff members, and the long wait times

• Customer profile‒ While there were fewer respondents in 2012 (154 cf. 191 in 2009), the makeup of the customers who responded

remained consistent with 2009 based on the type and size of the organisation, and the purpose for interacting with Immigration

Findings: Immigration Customer Profile

- 5 -

Purpose for interacting with Immigration

Survey Analysis > Purpose for Interaction

(66 responses)

(8 responses)

(55 responses)

(118 responses)

(13 responses)

(68 responses)

(88 responses)

(159 responses)

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

Personal Requirements On behalf of company (HR Function) On behalf of employees Other

2009

2012

- 6 -

Organisation Type – Based on number of employees

Survey Analysis > Organisation Type

Total No. of Responses: 191 Total No. of Responses: 154

2009 2012

< 5062%

(50-100)14%

(100-150)10%

(150-200)4%

(200+)10%

< 5070%

(50-100)12%

(100-150)7%

(150-200)6%

(200+)5%

< 50

(50-100)

(100-150)

(150-200)

(200+)

Number of Employeesin Organisation:

- 7 -

Customer Type – Profession

Survey Analysis > Customer Profile

2009 2012

22%

41%

20%

2% 15%22%

41%

23%

1% 15%

ExecutiveProfessionalAdministrativeLabourerOther

Employee Profession:

- 8 -

Customer utilisation by Immigration service type

Utilisation levels of each service area remain consistent with 2009. The areas with the highest level of utilisation are Temporary & Business Visitor Permit, Work Permit Board, Immigration Airport/Seaport and Immigration Counter/Reception

Desk. Areas receiving the lowest levels of customer demand are Passport, Corporate and Enforcement services.

Survey Analysis > Service utilisation

Service Utilisation

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Temp & BusVisitor Permit

BusinessStaffing Plan

Work PermitBoard

PassportServices

CorporateServices

Enforcement ImmigrationAirport/Seaport

Call Center ImmigrationCounter/

Reception Desk

2009

2012

- 9 -

Number of respondents by Immigration service type

Survey Analysis > Number of respondents

Number of Respondents

-

20

40

60

80

100

120

140

160

180


Business StaffingPlan

Work PermitBoard

Passport andCorporateServices


Call Center ImmigrationCounter/

Reception Desk

Num

ber

of re

spon

dent

s

2009

2012

- 10 -

Findings: KPI Assessment of Service Areas

- 11 -

Examples of breached confidentiality in Immigration service areas

With the exception of Immigration Airport/Seaport, all service areas had a reduction in instances of breached confidentiality. There were no reports of breached confidentiality in Passport and Corporate services in 2012.

Survey Analysis > Confidentiality

Breached Confidentiality

% o

f res

pond

ents

sur

veye

d

0%

2%

4%

6%

8%

10%

12%


BusinessStaffing Plan

Work PermitBoard

Passport andCorporateServices


Call Center* ImmigrationCounter/

Reception Desk

2009

2012

*This KPI was not assessed in 2009

for Call Center

- 12 -

Temporary Work Permit & Business Visitor’s Permit Service Area

- 13 -

Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels

Customers indicated a higher level of satisfaction with friendliness and politeness of staff and staff attentiveness to customer requests in 2012 than in 2009. 81% of respondents were satisfied to

some extent with the friendliness and politeness of staff, 74% with staff attentiveness to customer requests, and 74% with treatment with dignity and respect.

Survey Analysis > Work Permit & Business Visitor’s Permit

Customer Service (General Attitude)

Friendliness and politenessof staff

Staff attentiveness to customer requests

Customer treated with dignity and respect* * Note: 2009 study used

different KPI therefore unable to benchmark

3% 1%8%

2% 5%

11%7%

14%

10% 8%

11%

11%

16%

14% 13%

31%

24%

31%

27%18%

33%

37%

24%

33%

38%

11%20%

7%14% 18%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied

Somewhat Dissatisfied

Dissatisfied

Extremely Dissatisfied

- 14 -

Customers indicated higher levels of satisfaction with all responsiveness performance indicators. There was a significant improvement in satisfaction levels with explanations on delays in

approvals, however satisfaction levels remain low at 61%, compared to 35% in 2009. 77% of respondents were satisfied to some extent with the advisement of timeline for approval, and 71%

with the timely processing of permit applications. .

Responsiveness (ability to address requests in a timely manner)



Advised of timeline for approval of permit

Timely processing of permit applications

Adequate explanation provided for delays experienced in processing

of applications

8%3%

12%2%

20%

6%

12%

10%

14%

11%

21%

15%

13%

10%

19%

16%

24%

18%

34%

23%

27%

23%

19%

22%

27%

40%

23%

32%

14%

27%

6%14%

5%

16%

2%12%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


- 15 -

Customers’ satisfaction with employees’ flexibility improved from 45% to 62% from 2009 to 2012.

Flexibility (willing to explore alternative solutions to issues / concerns)



18%

6%

20%

16%

17%

16%

25%

26%

16%

22%

4%

14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Willingness of staff to go the extra mile to maintain customer satisfaction

- 16 -

Customers indicated higher satisfaction levels in both knowledge performance indicators in 2012. Customers’ satisfaction with staff’s knowledge relating to immigration legislation, policies and procedures increased from 45% in 2009 to 66% in 2012. 73% of respondents were satisfied to

some extent with staff’s ability to provide accurate information on status of permit.

Knowledge (accuracy in advising)



11%4%

10%1%

26%

12%

12%

5%

19%

18%

19%

21%

24%

28%

35%

25%

18%

28%

20%

38%

3%10%

5%10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with staff’s knowledge relating to immigration legislation, policies & procedures

Satisfaction with ability to provide accurate information on status of permit at any given

time

- 17 -

In 2012, 85% of customers were satisfied to some extent that their personal information was not being disclosed by Immigration employees to non-relevant parties, compared to 80% in 2009.

Confidentiality (maintaining information privacy)



3% 3%7% 6%

10%6%

22%

19%

46%

39%

12%

27%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with non disclosure of personal information to non-entitled parties

- 18 -

In 2012, 71% of customers surveyed were satisfied that they were receiving a level of service commensurate with the fees being paid for the Temporary & Business Visitors

Permit Service, consistent with 68% in 2009.

Value for Service



7% 5%

13%11%

12%13%

38%

30%

29%

32%

1%9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with fees representing value for money with respect to the level of service being provided

- 19 -

Business Staffing Plan Board (BSPB) Service Area

- 20 -

Business Staffing Plan Board (BSPB) Customer Satisfaction Levels

Customers continued to indicate high levels satisfaction with friendliness and politeness of staff and staff attentiveness to customer requests. 90% of respondents were satisfied to some extent with the friendliness and politeness of staff, 74% with staff attentiveness and 84% with treatment

with dignity and respect.

Survey Analysis > Business Staffing Plan Board (BSPB)


Friendliness and politeness of staff


Customer treated with dignity and respect*

4% 6% 3% 2%

7%8%

16%

7% 5%

5%2%

10%

16%

9%

32%

25%

35%

17%

18%

45%

49%

29%

45%

48%

7%16%

3%12%

18%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


* Note: 2009 study used different KPI therefore unable to benchmark

- 21 -

In 2012, customers indicated improvements in satisfaction levels with all responsiveness performance indicators. Satisfaction levels for explanations for delays experienced improved from

31% to 61%. 59% of respondents were satisfied with advisement of timeline for approval, compared to 43% in 2009, and 57% were satisfied with the timely processing of permit

applications, compared to 42% in 2009.




10% 7%14%

5%

21%

10%

20%15%

21%

16%

25%

10%

28%

19%

23%

22%

23%

19%

26%

12%

25%

16%

20%

20%

16%

36%

16%

26%

9%

29%

1%11%

1%

15%

2%12%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied





of applications

- 22 -

Customers’ satisfaction with staff flexibility improved from 53% in 2009 to 82% in 2012.





7%2%

15%

7%

25%

9%

27%

33%

21%

33%

5%

16%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


- 23 -

Customers indicated a higher level of satisfaction with both knowledge performance indicators in 2012 than in 2009. Responses for both performance indicators were consistent. 83% of

respondents were satisfied to some extent with staff’s knowledge, and 84% were satisfied with staff’s ability to provide accurate information on the status of a permit.




4% 5%7%

7%

8%

7%

17%

10%

18%

9%

37%

28%

32%

29%

29%

41%

35%

40%

6%14%

2%

15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with staff’s knowledge relating to immigration legislation, policies &

procedures


time

- 24 -

Customers continued to indicate a high level of satisfaction that their personal information was not disclosed by Immigration employees to non-relevant parties, with 94% indicating some level of

satisfaction in 2012.




1% 2%3% 2%6% 2%

13%12%

63%

51%

14%

31%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 25 -

78% of customers surveyed were satisfied that they were receiving a level of service commensurate with the fees being paid for the Business Staffing Plan Board services, compared

to 66% in 2009.


Value for Service


8%2%

11%

3%

14%

17%

37%

34%

27%

34%

2%10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 26 -

Work Permit Board (WPB) Service Area

- 27 -

Work Permit Board (WPB) Customer Satisfaction Levels

Customers indicated a significant improvement in satisfaction levels for both customer service performance indicators surveyed in 2009. 79% of respondents were satisfied to some extent with each performance indicator, compared to 61% in 2009 for friendliness and politeness of staff, and

49% in 2009 for staff attentiveness to customer requests.

Survey Analysis > Work Permit Board (WPB)


7%2%

11%1% 2%

19%

3%

21%

6% 8%

14%

16%

19%

14% 11%

28%

29%

30%

37%28%

29%

44%

14%

38%

42%

4% 6% 5% 4%9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied






- 28 -

Customer satisfaction levels improved significantly in all three responsiveness performance indicators. 68% of respondents were satisfied to some extent with the advisements of timeline for

approval, compared to 40% in 2009. 71% of respondents were satisfied with the timely processing of applications, compared to 36% in 2009. 67% of respondents were satisfied with

explanations for delays, compared to 31% in 2009.




19%

3%

25%

3%

23%

6%

26%

12%

25%

14%

29%

11%

14%

17%

16%

12%

18%

16%

23%

29%

27%

26%

19%

33%

15%

34%

6%

37%

9%

29%

2% 5% 3%8%

3% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied





of applications

- 29 -

Customers indicated a significantly higher level of satisfaction with flexibility in the Work Permit Board service area. In 2012, 61% of respondents indicated that they were satisfied to some

extent with employees’ willingness to explore alternative solutions, compared to 30% in 2009.




22%

6%

28%

13%

19%

20%

20%

29%

10%

27%

5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 30 -

Customers indicated a higher level of satisfaction for both knowledge performance indicators. 75% of customers surveyed in 2012 indicated that they were satisfied with staff’s ability to provide

accurate information on the status of permit applications, compared to 51% in 2009. 61% of respondents were satisfied with staff’s knowledge, compared to 45% in 2009.




16%

1%

17%

2%

25%

8%

25%

2%

14%

30%

8%

21%

32%

22%

34%

31%

10%

34%

15%

35%

3% 5% 2%9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



procedures


time

- 31 -

Customers continued to indicate high satisfaction levels with confidentiality of the Work Permit Board, with 93% satisfied to some extent.




6%1%

6%

1%

5%

5%

23%

31%

45%42%

16% 20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 32 -

63% of customers surveyed indicated some level of satisfaction that they were receiving a level of service commensurate with the fees being paid for the Work Permit Board service, compared to

45% in 2009.


Value for Service


17%7%

20%

13%

18%

17%

34%

34%

9%

26%

2% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 33 -

Passport and Corporate Service Area

- 34 -

Passport and Corporate Service Area Customer Satisfaction Levels

Customers indicated a higher level of satisfaction with friendliness and politeness of staff and staff attentiveness to customer requests in 2012. No respondents indicated any level of dissatisfaction

with staff attentiveness to customer requests and treatment with dignity and respect. 92% of respondents were satisfied with staff’s friendliness and politeness.

Survey Analysis > Passport and Corporate Services


6% 6%2%

8%4%

15% 8%

20%

25%

20%

33% 33%

37% 58% 47%50%

58%

20%

9%16% 17%

9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied






- 35 -

Customers continued to indicate high satisfaction levels with all responsiveness performance indicators for the Passport and Corporate service areas, with improvement from 2009 in each

performance indicator. 92% of respondents were satisfied with advisement of times for approval, 82% with adequate explanation provided for delays, and 75% with time taken to process

applications.




6% 6% 8%6% 8%

12%

17%

8%

8%

10%

18%

4% 8%

21%

25%

24%

18%16% 17%

42%50%

39%55%

40% 33%

19% 17% 14%9%

20%25%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Advised of timeline for approval of application

Adequate explanation provided for delays experienced in processing of

applications

Time taken to process applications

- 36 -

Customers indicated that they are more satisfied with staff’s ability to provide alternative solutions and willingness to go the extra mile in 2012 than in 2009. 82% of respondents were satisfied with

both staff providing alternative solutions and staff’s willingness to go the extra mile.


Flexibility (willing to explore alternative solutions to issues/concerns)


8% 8%

10%

9%

10%

9%

12%

9%

8%

9%

18%

27%15%

18%

41% 45%

40% 55%

10% 10%19%

9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Providing alternative solutions if requests cannot be fulfilled

Willingness of employees to go the extra mile

- 37 -

Customers continued to indicate high satisfaction levels with both knowledge performance indicators for the Passport service area, with some improvement from 2009. 92% of respondents

were satisfied to some extent with both staff’s knowledge and ability to provide accurate information on the status of a permit.




6% 6%

6%10%

10%

8%

4%

8%

24%

25%

17%

17%

39%

50% 44%58%

16% 17% 19% 17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



procedures


time

- 38 -

In 2012, 100% of customers were satisfied to some extent that their personal information was not being disclosed by Immigration employees to non-relevant parties, compared to 83% in 2009.




8%

6%4%

12%

8%

53%

58%

18%

34%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 39 -

In 2012, 100% of customers were satisfied to some extent that they were receiving a level of service commensurate with the fees being paid for Passport and Corporate services , compared

to 87% in 2009.


Value for Service


4%6%4%

26%

33%

46%50%

15% 17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 40 -

Enforcement Service Area

- 41 -

Enforcement Customer Satisfaction Levels

Customers continued to indicate similar high levels of satisfaction with all interaction performance indicators for Enforcement services. 94% of respondents were satisfied that they were treated with dignity and respect, 87% that they were provided with complete details, and 85% their questions

were listened to and answered completely and patiently.

Survey Analysis > Enforcement

Interaction

6% 6% 3% 4%

3%

3%

3%

3%6% 7%

3%

3%

9%10%

6% 4%

24%28%

18% 24% 23% 25%

42%

62%52%

55%45%

54%

21%

4%12% 8%

16%6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Treated with respect and dignity

Provided complete details of matter in question

Questions listened to and answered completely and

patiently

- 42 -

In 2012, customers indicated a higher level of satisfaction for explanation provided for delays in completing matters and time take to deal with matters. 82% of respondents were satisfied with

advisement of timeline, and 85% with explanation provided for delays. 83% or respondents were satisfied with the time taken to deal with matters in question, compared to 62% in 2009.




3% 3% 3% 7%

12%11% 6% 11%

12% 3%

6%7%

23%

4%

22%

7%

36%

14%

26%

22%

19%

17%

30%

64%

32%

56%

31%

59%

12%4%

10% 7%12%

7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Advised of timeline for completion of matter in

question

Explanation provided for delays in completing matter in question

Time taken to deal with matter in question

- 43 -

Customers continued to indicate high satisfaction levels with both knowledge performance indicators for Enforcement services, with an improvement from 2009 to 2012 for both performance

indicators. 91% of respondents were satisfied with both staff’s knowledge and ability to provide accurate information on the status of matter in question.




3% 3% 3% 3%3% 3% 3%

16%

3%18%

3%

16%

17%

21%

21%

53%

59%

48%

59%

9%15%

9% 11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



procedures

Satisfaction with ability to provide accurate information on status of matter in question

- 44 -

96% of customers were satisfied to some extent that their personal information was not being disclosed by Enforcement Officers to non-relevant parties, compared to 85% in 2009.




3% 4%3%

9%

18%

21%

52%

54%

15%21%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 45 -

Immigration Service Airport / Seaport Area

- 46 -

Immigration Airport /Seaport Customer Satisfaction Levels

Customers indicated consistently high levels of satisfaction with all physical presentation performance indicators for the Airport/Seaport service area. 98% of respondents were satisfied

that officers were appropriately dressed, 94% that officers maintained a professional demeanour, and 92% that facilities were well maintained.

Survey Analysis > Immigration Airport / Seaport

Physical Presentation (Facilities & People)

1% 2% 2% 1%1% 2% 2% 2% 3%5%

4% 4% 5%11% 7%

20%

15%

28%17%

65% 70%

56%64%

55%

61%

21% 21%14% 15% 11% 14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Officers appropriately dressed Officers maintain professional demeanour

Facilities well maintained

- 47 -


Customers continued to indicate high level of satisfaction with both customer service performance indicators for the Airport/Seaport service area. 96% of respondents were satisfied that officers

were polite and respectful, and 98% were satisfied that officers were attentive to queries.



3% 2% 2% 1%3% 1% 3%

10%

1%

10%

1%

18%

22%

26%

22%

50%61%

46%

62%

16% 13% 13% 14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Officers were polite and respectful Officers were attentive to queries and requests

- 48 -

Customers continued to indicate high satisfaction with officers responsiveness in processing passengers. 93% of respondents were satisfied that officers processed arriving and departing

passengers efficiently.




1% 1%2% 1%6% 5%

21%20%

56% 60%

15% 13%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Officers processed arriving and departing passengers efficiently

- 49 -

Customers continued to indicate high levels of satisfaction with officers taking reasonable steps to maintain customer satisfaction. 90% of customers were satisfied that officers took reasonable

steps to maintain customer satisfaction.

Flexibility



2% 1%3% 2%

12%7%

20%

21%

52%56%

10% 13%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Officers took reasonable steps to maintain customer satisfaction

- 50 -

96% of customers surveyed were satisfied to some extent with officers’ knowledge on immigration legislation, policies and procedures, compared to 83% in 2009.

Knowledge



1%2% 4%

14%

23%

29%

51%57%

9% 10%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with officers’ knowledge relating to immigration legislation, policies and procedures

- 51 -

Customers indicated a consistently high level of satisfaction that their personal information was not disclosed to non-relevant parties by Immigration Officers. 91% of respondents were satisfied

with non disclosure of personal information non-entitled parties.

Confidentiality



3% 2%2% 3%3% 4%

19% 14%

56% 60%

17% 17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 52 -

Call Center Service Area

- 53 -

Call Center Customer Satisfaction Levels

In 2012, a higher percentage of respondents indicated that they were using the Call Center less frequently (1-2 times per month) than in 2009.

Survey Analysis > Call Center

Frequency of use of Immigration Call Center Service

0%

10%

20%

30%

40%

50%

60%

1-2 times / month 3-4 times / month 4+ times / month

% o

f res

pond

ents

sur

veye

d

2009

2012

Frequency of use of Immigration Call Center Service

- 54 -


Customers indicated an improvement in satisfaction levels with the customer service performance indicators surveyed in 2009. While improved from 2009, almost 50% of respondents remain

dissatisfied with the timeliness in responding to messages left. 85% of respondents were satisfied with friendliness and politeness of staff, 80% with staff attentiveness and 84% with treatment with

dignity and respect.



4% 4% 5% 5%

29%21%

5%

10% 7%11%

6%

26%

12%

2%

12%

4%

16%

9%

7%

16%

9%

17%

23%

11%

22%

18%

18%

23%

44%

39%

49%

33%

15%

14%

36%

12%23%

9%

25%

4%

19%25%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied




Treated with dignity and respect*

Timeliness in responding to messages left


- 55 -

Customers indicated an improvement is satisfaction levels with Call Center staff’s efficiency in responding to queries. 72% of respondents were satisfied that staff responded efficiently to

queries, compared to 60% in 2009.




9% 6%

13%13%

19%

9%

22%

23%

30%

30%

8%

19%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Staff responded efficiently to customer queries

- 56 -

Customers indicated an improvement in satisfaction levels with staff’s ability to provide alternative solutions and willingness to go the extra mile to maintain customer satisfaction. 70% of

respondents were satisfied with staff providing alternative solutions, compared to 49% in 2009. 63% of respondents were satisfied with staff’s willingness to go the extra mile, compared to 47%

in 2009.




15%4%

19%

7%

18%

13%

20%

10%

20%

13%

15%

20%

20%

26%

22%

22%

22%

26%

18%

21%

7%

18%

7%

20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied




- 57 -

Customers indicated a significant improvement in satisfaction levels with both knowledge performance indicators for the Call Center service area. 72% of customers indicated that they

were satisfied with staff’s knowledge of immigration legislation, policies and procedures, compared to 45% in 2009. 80% of customers indicated that they were satisfied with staff’s ability

to provide accurate information, compared to 54% in 2009.




8% 4%9%

4%

22%

8%

15%

7%

26%

16%

21%

9%

19%

28%

25%

35%

18%

28%

21%

30%

8%16%

8%15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



procedures


time

- 58 -

In 2012, 95% of customers surveyed were satisfied to some extent that their personal information was not being disclosed by Call Center staff to non-relevant parties, compared to 84% in 2009.




4% 2%4%

1%

7%

2%

21%

17%

48%

52%

15%26%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 59 -

Immigration Counter or Reception Desk

- 60 -

In 2012, 18% of customers experienced poor service due to their race, culture or nationality, compared to 21% in 2009.

Cultural Sensitivity

Survey Analysis > Immigration Counter or Reception Desk

Immigration Counter or Reception Desk Customer Satisfaction Levels

21%

79%

18%

82%

Yes

No

2009 2012

Received poor service at Immigration Department due to race, culture or nationality

- 61 -


Customers indicated consistently high satisfaction levels with staff’s appropriateness in dress and maintenance of facilities. While improved from 2009, 26% of customers indicated some level of

dissatisfaction with the demeanour of Immigration Counter or Reception Desk staff. 91% of respondents were satisfied that staff were appropriately dressed, and 90% that facilities were well

maintained.


Physical Presentation (Facilities & People)

3% 1%6% 5% 3%

4%2%

12%6%

3%3%

8%6%

16%

15%

6%7%

25%

23%

30%

24%

33%28%

51%59%

30%

43%46% 55%

9% 9% 6% 7% 10% 7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Staff appropriately dressed Staff maintain professional demeanour

Facilities well maintained

- 62 -


While improved from 2009, customers continued to indicate a notable level of dissatisfaction with friendliness and politeness of staff and attentiveness to customer requests. 30% of respondents in 2012 indicated that staff did not treat them with dignity and respect. 71% of respondents were

satisfied with friendliness and politeness of staff, and 72% with staff attentiveness.





Treated with dignity and respect*

6% 5% 4% 5% 6%

13% 12% 15% 9% 7%

19%12%

18%

14% 17%

33%

27%

30%

27% 21%

23%

39%

29%

40%41%

7% 5% 4% 5% 8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 63 -


In 2012, customers indicated a lower satisfaction level with the efficiency of the ticketing/number system than in 2009, with 64% satisfied in 2012, compared to 73% in 2009.. Customers indicated a slight improvement in satisfaction levels with staff’s ability to serve customers during challenging

situations, from 54% satisfied in 2009 to 61% in 2012.



8%14% 14% 10%

6%

10% 12%11%

13%

12%

19%

18%

25%

26%

34%

32%

36%

27%

19%

24%

12% 11%1% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Efficiency of ticket/number system Ability to serve customers during challenging situations

- 64 -

Customers indicated consistent levels of dissatisfaction with both responsiveness performances indicators by Immigration Counter or Reception Desk staff. 34% of respondents were dissatisfied

that they received quick and efficient responses, and 43% were dissatisfied that they received efficient resolution through visit to Immigration Department.




6% 8% 8% 9%

9%10%

16% 14%

19% 16%

17% 20%

36%29%

38%28%

26%

32%

18%24%

2% 5% 4% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Received quick and efficient responses by counter staff to queries

Received efficient resolution through visit to Immigration Department

- 65 -

While slightly improved from 2009, customers continued to indicate high levels of dissatisfaction with Immigration Counter staff’s flexibility in attending to customer requests. 37% of respondents were dissatisfied with staff providing alternative solutions, and 43% with staff’s willingness to go

the extra mile.




8% 6%13% 10%

17%11%

16%12%

23%

20%

20%

21%

34%

31%

33%

26%

15%

26%

15%

25%

3% 6% 3% 6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied




- 66 -

While improved from 2009, customers continued to indicate dissatisfaction with both knowledge performance indicators for the Immigration Counter or Reception Desk service area. 30% of

respondents were dissatisfied with staff’s knowledge and ability to provide accurate information on the status of a permit.




9% 5%10% 6%

14%

8%

10%

6%

24%

17%

19%

18%

34%

41%

38%

33%

17%25%

20%

33%

3% 4% 3% 4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012 2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



procedures


time

- 67 -

In 2012, 90% of customers were satisfied to some extent that their personal information was not being disclosed by Immigration Counter Staff to non-relevant parties, compared to 84% in 2009.




3% 2%5% 3%

8%5%

24%

22%

48%56%

12% 12%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied



- 68 -

Customers indicated a higher level of dissatisfaction with the level of service being provided as commensurate with the fees being paid. In 2012, 46% of customers were dissatisfied to some

extent with fees representing value for money, compared to 42% in 2009.

Value for Service



10% 11%

18% 16%

14% 19%

35% 25%

21% 27%

3% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2009 2012

% o

f res

pond

ents

sur

veye

d

Extremely Satisfied

Satisfied

Somewhat Satisfied


Dissatisfied


Satisfaction with fees representing value for money

- 69 -

Customer Recommendations

NOTE: Were an individual’s name was given in a customer comment, it was redacted for privacy purposes

- 70 -

Customer Recommendations – Temporary Work Permit / Business Visitor Permit Service Area

- 71 -


- 72 -


- 73 -

Customer Recommendations – Business Staffing Plan Service Area

- 74 -

Customer Recommendations – Business Staffing Plan Service Area

- 75 -

Customer Recommendations – Work Permit Service Area

- 76 -

Customer Recommendations – Work Permit Service Area

- 77 -

Customer Recommendations – Enforcement Unit Services Area

- 78 -

Customer Recommendations – Airport / Seaport Services Area

- 79 -

Customer Recommendations – Airport / Seaport Services Area

- 80 -

Customer Recommendations – Call Center Services Area

- 81 -

Customer Recommendations – Call Center Services Area

- 82 -

Customer Recommendations – Immigration Counter / Reception Desk Service Area

- 83 -


- 84 -


- 85 -

APPENDIX

- 86 -

Customer Comments - Confidentiality

- 87 -

Customer Comments - Confidentiality

- 88 -

Documents

Department of Immigration 2012 Customer Service · PDF fileDepartment of Immigration 2012 Customer ... there was no comparative analysis ... Permit Customer Satisfaction Levels Survey