Immigration New Zealand Global Visa And Permit Survey 2008
Key Findings
Strength of Customer Relationships
INZ uses TRI*M methodology which determines the strength of our relationship with customers with four key questions based on aspects that contribute to customer satisfaction. Most customers gave INZ a rating of either a 4 or a 5 out of 5 on the four questions, meaning overall customers show a high level of satisfaction and support for INZ.
Mean Score 2006 |
Mean Score 2007 |
Mean Score 2008 |
|
|---|---|---|---|
| Overall satisfaction with Immigration NZ | 4.0 | 4.0 | 4.0 |
| Opinion of Immigration NZ if asked by friends/family | 3.9 | 3.9 | 4.0 |
| Fulfilling the role of helping applicants come to NZ | 3.8 | 3.8 | 3.9 |
| Comparison with other government departments | 3.9 | 4.0 | 4.0 |
This year's results show a positive increase in INZ's already healthy TRI*M Index score (up two points to 83), returning it to the same level as 2005. This index score indicates the majority of customers are very satisfied and hold a favourable opinion of Immigration New Zealand as an organisation.
The higher overall score this year has been driven by Temporary/Returning Resident's Visa (RRV) applicants. The Index score for Permanent Residence applicants has dropped back to 2006 levels. The Consultants/Agents' result is similar to 2006 and 2007 and continues to show this customer group is 'slightly dissatisfied'.
Figure 1: TRI*M Index Scores
2008 Bases (unweighted): Total n=3,953, Permanent n=645, Temporary n=3,076, Consultants n=232
In general, INZ's TRI*M results compare favourably to global benchmarks for Public Sector organisations in Europe. INZ is in the top ten percent of organisations in terms of customer satisfaction. Permanent Residence and Temporary/RRV applicants also fit into this category. The exception is the Consultants/Agents' TRI*M result which places INZ in the bottom 33 percent of organisations for whom TRI*M studies have been conducted.
Satisfaction with Service
Helpfulness and Efficiency
Customers continue to rate INZ highly in terms of the overall helpfulness and efficiency of its service (mean rating of 4.1 out of 5.0). This year's results show Temporary/RRV applicants and Consultants/Agents have a higher level of satisfaction than in 2007, although the Consultants/Agents rating still remains lower than that of applicants.
Figure 2: Overall Helpfulness and Efficiency
2008 Bases (unweighted): Total n=3,953, Permanent n=645, Temporary n=3,076, Consultants n=232
In line with TRI*M results, offshore customers are more satisfied with INZ's overall helpfulness and efficiency than onshore customers.
Figure 3: Helpfulness and Efficiency Scores by Branch
* Caution: Small sample size of n=50 or less
Application Process
The application process is now largely regarded as 'easy' by all three customer groups, with the Consultants/Agents rating (4.0 out of 5.0) now exceeding that of Permanent Residence applicants (3.8). Overall customers rate INZ as 4.0 out of 5.0, with Temporary/RRV applicants giving the highest average rating of 4.1.
INZ continues to be rated highly for providing help with solving application problems (4.0 out of 5.0). Consultants/Agents remain much less satisfied than applicants with a rating of 3.5. The Permanent Residence applicants' rating is similar to that of Temporary/RRV applicants (3.9 compared to 4.0).
Comparisons with other Immigration Services
Compared to other Immigration services, INZ's service is seen on average as being 'somewhat better' than other services (rated 4.0 out of 5.0). Results among both Permanent Residence and Temporary/RRV applicants show good improvements compared to 2007. These customers feel INZ compares more favourably to other Immigration Services than in the past. Consultants/Agents continue to rate INZ lower than applicants do (3.5 compared to 3.9 for Permanent Residence applicants and 4.1 for Temporary/RRV applicants).
Service Improvements
A positive result for Consultants/Agents this year is the higher proportion who believe the service provided by INZ has improved in the last 12 months. The perception of improved service is much higher among Consultants/Agents who are customers of offshore branches than customers of onshore branches.
All customers were asked about how INZ could improve its service. As in previous years, the most commonly suggested improvement by both applicants and Consultants/Agents was 'faster processing/quicker decision making' (14 percent). Other suggestions included 'friendlier/more helpful staff' (6 percent), 'more staff/faster service (4 percent) and 'keeping applicants updated on application status' (4 percent).
Service Improvement Priorities
The TRI*M results show INZ staff are performing highly overall. The improvements required to improve overall satisfaction are similar across all three customer groups: improving processing times and keeping customers updated on progress; making it easy for customers to contact someone who can answer their queries; and ensuring all branches provide consistent information and advice.
Additional improvements Consultants/Agents sought are to have calls answered promptly, consistently interpret and apply policy, and provide updates on policy and procedure changes.
Information on Life in New Zealand
Knowledge about New Zealand
Migrants' knowledge of life in New Zealand before applying for residence is similar to previous years, with 58 percent rating their level of knowledge as either a 4 or 5 out of 5.
Satisfaction with INZ Information and Information Sources
Permanent Residence applicants who received information from INZ were largely satisfied with the information they were provided with. The majority agree 'that information is readily accessible on the INZ website' (70 percent) and 'INZ information helps meet their needs' (62 percent). Results are similar to 2007.
For Permanent Residence applicants, the most common information source, besides Immigration New Zealand, remains friends and family (83 percent). The Internet is the second most commonly used source (57 percent). This year more applicants had received information from Immigration Consultants/Agents (18 percent) and travel agents (13 percent).
Figure 4
Family or friends (living in New Zealand) are the most significant influencer on the decision to immigrate to New Zealand (65 percent). INZ is the second most significant influencer (21 percent), followed by a New Zealand employer (19 percent) and Tourism New Zealand (15 percent). These results are unchanged from 2007.
The INZ website is by far the most preferred channel for accessing information on New Zealand among Temporary/RRV applicants (with preference for email at 21 percent). Demand for face-to-face contact is notable at 25 percent, indicating there is still a need for information to be provided by Immigration Officers in person.
Surprises and Shocks of life in New Zealand
The most common pleasant surprises of life in New Zealand are New Zealanders' positive attitudes to migrants (30 percent). Other surprises experienced mainly related to the New Zealand landscape (16 percent) and New Zealand's 'clean, green' environment (7 percent). These messages can be used to encourage migration to New Zealand.
Three aspects stand out as being the most common unwelcome shocks or surprises. These are all cost related and indicative of the 'price squeeze' New Zealanders are experiencing at the moment: high tax rates (59 percent), higher housing costs (58 percent) and a higher cost of living (56 percent). Of the comparable statements from 2007, a higher cost of living, lower salary/wages and less paid sick leave and holidays are now more common shocks experienced by migrants.