Results of customer service survey for December 2008

Background to Survey

The ORAC Customer Charter and Customer Service Action Plan commits the Office to conduct two surveys every year to determine the views of our customers in relation to the various services provided by ORAC. The second survey for 2008 was carried out in December 2008 by the Customer Services Centre. This survey was concerned with the timeliness and quality of ORAC’s written correspondence. The participants included asylum seekers, solicitors and NGOs and were drawn from those who had sent correspondence to the Office in the previous four months that required a reply.

Main Findings.

• 71% correspond by post, 21% by fax and 8% by email.
• 85 % generally receive an acknowledgement within 5 working days
• 90% generally receive a full reply or interim reply within 20 working days
• 90% of correspondence received from ORAC contains a contact name and telephone number
• 97% of responses from ORAC are written in clear and plain English.
• 86% feel that the responses contain the information they require

The following documents outline the detailed findings of the survey

Customer Survey findings, December 2008 24Kb|
Customer Survey questions & responses, December 2008 12Kb
Customer Survey Charts, December 2008 63Kb|

 

 

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