Department of Immigration 2012 Customer Service...
Transcript of Department of Immigration 2012 Customer Service...
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Department of Immigration 2012 Customer Service SurveyResults of online survey
August 2, 2012
FINAL REPORT
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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
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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
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Findings: Immigration Customer Profile
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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
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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:
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Customer Type – Profession
Survey Analysis > Customer Profile
2009 2012
22%
41%
20%
2% 15%22%
41%
23%
1% 15%
ExecutiveProfessionalAdministrativeLabourerOther
Employee Profession:
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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
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Number of respondents by Immigration service type
Survey Analysis > Number of respondents
Number of Respondents
-
20
40
60
80
100
120
140
160
180
Temp & BusVisitor Permit
Business StaffingPlan
Work PermitBoard
Passport andCorporateServices
Enforcement ImmigrationAirport/Seaport
Call Center ImmigrationCounter/
Reception Desk
Num
ber
of re
spon
dent
s
2009
2012
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Findings: KPI Assessment of Service Areas
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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%
Temp & BusVisitor Permit
BusinessStaffing Plan
Work PermitBoard
Passport andCorporateServices
Enforcement ImmigrationAirport/Seaport
Call Center* ImmigrationCounter/
Reception Desk
2009
2012
*This KPI was not assessed in 2009
for Call Center
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Temporary Work Permit & Business Visitor’s Permit Service Area
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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
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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)
Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels
Survey Analysis > Work Permit & Business Visitor’s Permit
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
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Customers’ satisfaction with employees’ flexibility improved from 45% to 62% from 2009 to 2012.
Flexibility (willing to explore alternative solutions to issues / concerns)
Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels
Survey Analysis > Work Permit & Business Visitor’s Permit
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Willingness of staff to go the extra mile to maintain customer satisfaction
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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)
Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels
Survey Analysis > Work Permit & Business Visitor’s Permit
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
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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)
Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels
Survey Analysis > Work Permit & Business Visitor’s Permit
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
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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
Temporary Work Permit & Business Visitor’s Permit Customer Satisfaction Levels
Survey Analysis > Work Permit & Business Visitor’s Permit
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with fees representing value for money with respect to the level of service being provided
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Business Staffing Plan Board (BSPB) Service Area
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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)
Customer Service (General Attitude)
Friendliness and politeness of staff
Staff attentiveness to customer requests
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
* Note: 2009 study used different KPI therefore unable to benchmark
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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.
Survey Analysis > Business Staffing Plan Board (BSPB)
Responsiveness (ability to address requests in a timely manner)
Business Staffing Plan Board (BSPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Advised of timeline for approval of permit
Timely processing of permit applications
Adequate explanation provided for delays experienced in processing
of applications
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Customers’ satisfaction with staff flexibility improved from 53% in 2009 to 82% in 2012.
Survey Analysis > Business Staffing Plan Board (BSPB)
Flexibility (willing to explore alternative solutions to issues / concerns)
Business Staffing Plan Board (BSPB) Customer Satisfaction Levels
Willingness of staff to go the extra mile to maintain customer satisfaction
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
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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.
Survey Analysis > Business Staffing Plan Board (BSPB)
Knowledge (accuracy in advising)
Business Staffing Plan Board (BSPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
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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.
Survey Analysis > Business Staffing Plan Board (BSPB)
Confidentiality (maintaining information privacy)
Business Staffing Plan Board (BSPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
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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.
Survey Analysis > Business Staffing Plan Board (BSPB)
Value for Service
Business Staffing Plan Board (BSPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with fees representing value for money with respect to the level of service being provided
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Work Permit Board (WPB) Service Area
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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)
Customer Service (General Attitude)
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Friendliness and politeness of staff
Staff attentiveness to customer requests
Customer treated with dignity and respect* * Note: 2009 study used
different KPI therefore unable to benchmark
![Page 28: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/28.jpg)
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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.
Survey Analysis > Work Permit Board (WPB)
Responsiveness (ability to address requests in a timely manner)
Work Permit Board (WPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Advised of timeline for approval of permit
Timely processing of permit applications
Adequate explanation provided for delays experienced in processing
of applications
![Page 29: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/29.jpg)
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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.
Survey Analysis > Work Permit Board (WPB)
Flexibility (willing to explore alternative solutions to issues / concerns)
Work Permit Board (WPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Willingness of staff to go the extra mile to maintain customer satisfaction
![Page 30: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/30.jpg)
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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.
Survey Analysis > Work Permit Board (WPB)
Knowledge (accuracy in advising)
Work Permit Board (WPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
![Page 31: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/31.jpg)
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Customers continued to indicate high satisfaction levels with confidentiality of the Work Permit Board, with 93% satisfied to some extent.
Survey Analysis > Work Permit Board (WPB)
Confidentiality (maintaining information privacy)
Work Permit Board (WPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
![Page 32: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/32.jpg)
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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.
Survey Analysis > Work Permit Board (WPB)
Value for Service
Work Permit Board (WPB) Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with fees representing value for money with respect to the level of service being provided
![Page 33: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/33.jpg)
- 33 -
Passport and Corporate Service Area
![Page 34: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/34.jpg)
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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
Customer Service (General Attitude)
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Friendliness and politeness of staff
Staff attentiveness to customer requests
Customer treated with dignity and respect* * Note: 2009 study used
different KPI therefore unable to benchmark
![Page 35: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/35.jpg)
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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.
Survey Analysis > Passport and Corporate Services
Responsiveness (ability to address requests in a timely manner)
Passport and Corporate Service Area Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Advised of timeline for approval of application
Adequate explanation provided for delays experienced in processing of
applications
Time taken to process applications
![Page 36: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/36.jpg)
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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.
Survey Analysis > Passport and Corporate Services
Flexibility (willing to explore alternative solutions to issues/concerns)
Passport and Corporate Service Area Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Providing alternative solutions if requests cannot be fulfilled
Willingness of employees to go the extra mile
![Page 37: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/37.jpg)
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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.
Survey Analysis > Passport and Corporate Services
Knowledge (accuracy in advising)
Passport and Corporate Service Area Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
![Page 38: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/38.jpg)
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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.
Survey Analysis > Passport and Corporate Services
Confidentiality (maintaining information privacy)
Passport and Corporate Service Area Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
![Page 39: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/39.jpg)
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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.
Survey Analysis > Passport and Corporate Services
Value for Service
Passport and Corporate Service Area Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with fees representing value for money with respect to the level of service being provided
![Page 40: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/40.jpg)
- 40 -
Enforcement Service Area
![Page 41: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/41.jpg)
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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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Treated with respect and dignity
Provided complete details of matter in question
Questions listened to and answered completely and
patiently
![Page 42: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/42.jpg)
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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.
Survey Analysis > Enforcement
Responsiveness (ability to address requests in a timely manner)
Enforcement Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
![Page 43: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/43.jpg)
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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.
Survey Analysis > Enforcement
Knowledge (accuracy in advising)
Enforcement Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with staff’s knowledge relating to immigration legislation, policies &
procedures
Satisfaction with ability to provide accurate information on status of matter in question
![Page 44: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/44.jpg)
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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.
Survey Analysis > Enforcement
Confidentiality (maintaining information privacy)
Enforcement Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
![Page 45: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/45.jpg)
- 45 -
Immigration Service Airport / Seaport Area
![Page 46: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/46.jpg)
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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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Officers appropriately dressed Officers maintain professional demeanour
Facilities well maintained
![Page 47: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/47.jpg)
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Immigration Airport /Seaport Customer Satisfaction Levels
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.
Survey Analysis > Immigration Airport / Seaport
Customer Service (General Attitude)
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Officers were polite and respectful Officers were attentive to queries and requests
![Page 48: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/48.jpg)
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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.
Responsiveness (ability to address requests in a timely manner)
Immigration Airport /Seaport Customer Satisfaction Levels
Survey Analysis > Immigration Airport / Seaport
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Officers processed arriving and departing passengers efficiently
![Page 49: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/49.jpg)
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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
Survey Analysis > Immigration Airport / Seaport
Immigration Airport /Seaport Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Officers took reasonable steps to maintain customer satisfaction
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96% of customers surveyed were satisfied to some extent with officers’ knowledge on immigration legislation, policies and procedures, compared to 83% in 2009.
Knowledge
Immigration Airport /Seaport Customer Satisfaction Levels
Survey Analysis > Immigration Airport / Seaport
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with officers’ knowledge relating to immigration legislation, policies and procedures
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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
Survey Analysis > Immigration Airport / Seaport
Immigration Airport /Seaport Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
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Call Center Service Area
![Page 53: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/53.jpg)
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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
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Call Center Customer Satisfaction Levels
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.
Survey Analysis > Call Center
Customer Service (General Attitude)
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Friendliness and politeness of staff
Staff attentiveness to customer requests
Treated with dignity and respect*
Timeliness in responding to messages left
* Note: 2009 study used different KPI therefore unable to benchmark
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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.
Responsiveness (ability to address requests in a timely manner)
Survey Analysis > Call Center
Call Center Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Staff responded efficiently to customer queries
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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.
Flexibility (willing to explore alternative solutions to issues/concerns)
Call Center Customer Satisfaction Levels
Survey Analysis > Call Center
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Providing alternative solutions if requests cannot be fulfilled
Willingness of employees to go the extra mile
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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.
Knowledge (accuracy in advising)
Survey Analysis > Call Center
Call Center Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
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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.
Confidentiality (maintaining information privacy)
Call Center Customer Satisfaction Levels
Survey Analysis > Call Center
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
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Immigration Counter or Reception Desk
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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
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Immigration Counter or Reception Desk Customer Satisfaction Levels
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.
Survey Analysis > Immigration Counter or Reception Desk
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Staff appropriately dressed Staff maintain professional demeanour
Facilities well maintained
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Immigration Counter or Reception Desk Customer Satisfaction Levels
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.
Survey Analysis > Immigration Counter or Reception Desk
Customer Service (General Attitude)
Friendliness and politeness of staff
Staff attentiveness to customer requests
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
* Note: 2009 study used different KPI therefore unable to benchmark
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Immigration Counter or Reception Desk Customer Satisfaction Levels
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.
Survey Analysis > Immigration Counter or Reception Desk
Customer Service (General Attitude)
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Efficiency of ticket/number system Ability to serve customers during challenging situations
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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.
Responsiveness (ability to address requests in a timely manner)
Immigration Counter or Reception Desk Customer Satisfaction Levels
Survey Analysis > Immigration Counter or Reception Desk
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Received quick and efficient responses by counter staff to queries
Received efficient resolution through visit to Immigration Department
![Page 65: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/65.jpg)
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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.
Flexibility (willing to explore alternative solutions to issues/concerns)
Survey Analysis > Immigration Counter or Reception Desk
Immigration Counter or Reception Desk Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Providing alternative solutions if requests cannot be fulfilled
Willingness of employees to go the extra mile
![Page 66: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/66.jpg)
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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.
Knowledge (accuracy in advising)
Immigration Counter or Reception Desk Customer Satisfaction Levels
Survey Analysis > Immigration Counter or Reception Desk
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
Somewhat Dissatisfied
Dissatisfied
Extremely 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
![Page 67: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/67.jpg)
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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.
Confidentiality (maintaining information privacy)
Survey Analysis > Immigration Counter or Reception Desk
Immigration Counter or Reception Desk Customer Satisfaction Levels
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with non disclosure of personal information to non-entitled parties
![Page 68: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/68.jpg)
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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
Immigration Counter or Reception Desk Customer Satisfaction Levels
Survey Analysis > Immigration Counter or Reception Desk
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
Somewhat Dissatisfied
Dissatisfied
Extremely Dissatisfied
Satisfaction with fees representing value for money
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Customer Recommendations
NOTE: Were an individual’s name was given in a customer comment, it was redacted for privacy purposes
![Page 70: Department of Immigration 2012 Customer Service Surveyimmigration.gov.ky/portal/page/portal/immhome/pressroom/2012/th… · Department of Immigration 2012 Customer Service Survey](https://reader035.fdocuments.in/reader035/viewer/2022072120/5e9d1494f73697655674cec7/html5/thumbnails/70.jpg)
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Customer Recommendations – Temporary Work Permit / Business Visitor Permit Service Area
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Customer Recommendations – Temporary Work Permit / Business Visitor Permit Service Area
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Customer Recommendations – Temporary Work Permit / Business Visitor Permit Service Area
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Customer Recommendations – Business Staffing Plan Service Area
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Customer Recommendations – Business Staffing Plan Service Area
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Customer Recommendations – Work Permit Service Area
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Customer Recommendations – Work Permit Service Area
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Customer Recommendations – Enforcement Unit Services Area
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Customer Recommendations – Airport / Seaport Services Area
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Customer Recommendations – Airport / Seaport Services Area
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Customer Recommendations – Call Center Services Area
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Customer Recommendations – Call Center Services Area
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Customer Recommendations – Immigration Counter / Reception Desk Service Area
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Customer Recommendations – Immigration Counter / Reception Desk Service Area
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Customer Recommendations – Immigration Counter / Reception Desk Service Area
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APPENDIX
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Customer Comments - Confidentiality
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Customer Comments - Confidentiality
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