The Office of the Refugee Applications Commissioner conducted its first customer survey in November, 2003 and the results of the main findings are set out below. The primary purpose of the survey was to determine the level of customer satisfaction with the service provided to customers at the 3 main type of contacts with the Office; personal callers, telephone and written contact ( including e-mail).

The results of the survey are very positive and reflect the efforts of ORAC staff to provide a quality customer service.
Future surveys will be more targeted and will specifically focus on individual areas of service delivered. The Office is committed to ensuring that any specific issues which come to light as a result of these surveys will be addressed and reflected in the ORAC’s customer service delivery and policy development.

In total 244 customers participated in the first survey (this represents 30.50% of the total 800 customers who were invited to participate). The main findings are as follows:

Of the 64.75% of the participants who indicated that their contact was ' called in person to the office' -
98.73 % indicated that they were treated with courtesy and respect
96.83 % indicated that they were either very satisfied or satisfied with the available facilities
82.27% indicated that they were seen within 30 minutes of arriving

Of the 22.13% of the participants who indicated that their contact with the office was ' by telephone'-
94.44% indicated that they were very satisfied or satisfied with the service they received
77.78% indicated that they were put through directly to the unit dealing with their enquiry
81.48% indicated that they were dealt with in 5 minutes or less

Of the 13.11% of the participants who indicated that their contact with the office was 'written/fax/e-mail' -
97% indicated that their correspondence was responded to within 1 month/20 working days ( 20 working days is the response time ORAC is committed to in its Customer Service Action Plan.

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