Results of customer service survey for October/November 2009

Background to Survey

The Customer Service Centre of the Office of the Refugee Applications Commissioner (ORAC), under the terms of its Customer Service Charter, conducts surveys each year to determine the views of our customers to the various services provided by ORAC.
The survey this year related to the quality of the telephone service for external customers.  A similar survey was carried out in ORAC in 2005.

Main Findings.

The findings of the survey showed that:

• In relation to Responsiveness, 100% of respondents stated their call was answered promptly.
• In the area of Accessibility, 100% of respondents agreed that they were put in contact with the relevant unit immediately, with 94% of respondents stating that the person who answered the phone gave their name and the name of their unit.
• In terms of Service Delivery, 97% of respondents were very satisfied/satisfied that the person who responded to them was polite and courteous.

The final area of the survey covered the area of Communication and Consultation:

• 91% were satisfied/very satisfied with the information given.
• 90% were satisfied/very satisfied with the quality of the service given.
• 94% were satisfied/very satisfied with the telephone service provided by ORAC.

The following documents outline the detailed findings of the survey

Customer Survey Findings, October/November 2009 22Kb|
Customer Survey Questions & Responses, incl. Charts, October/November 2009 83Kb

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