Background

Since 1996 the Workforce Group of the Department of Labour has undertaken an annual Global Visa and Permit Survey. The purpose of this survey is to assist in evaluating and improving the level of customer service provided by Immigration branches worldwide in relation to its visas and permits business.

The objectives of the survey are to:

• Determine whether customers are more or less satisfied with Immigration New Zealand (INZ)'s service overall at both a global and branch level.
• Determine whether customers are more or less satisfied with specific elements of service delivery.
• Determine what changes there have been, if any, in customer service delivery priorities.