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Customer Survey – Reception Unit

We conducted our second Customer Survey in April / May 2004. In this survey, we focussed exclusively on the services provided by our Reception Unit. In future surveys, we will look in detail at other areas of our office.

This survey had two specific purposes:
  1. To determine the level of customer satisfaction with the services we provide;
  2. To determine typical processing times.

This data can be further subdivided into processing times for those visiting the office to make an application for asylum, and those visiting on other matters.

Overall Comment
We are very pleased with the survey results. The response was overwhelmingly positive, as was the case with the first survey we did last year. Virtually all the customers who completed the survey found us very helpful, very friendly, and said they were treated with courtesy and respect.

These results show clearly that the staff in our Reception Unit are committed to providing a helpful, friendly and highly efficient service. This in turn reflects well on ORAC and the Reception Unit staff are to be congratulated. We will continue to build on these achievements to further enhance the quality of the service we deliver.

Survey Details
We collected the data for the survey from two sources:
  1. Customer responses to our survey questionnaire
  2. Data recorded by staff dealing with those customers invited to participate


In total, 602 customers took part in the survey. This represents 81% of the 746 who were invited to take part. The number of people who agreed to take part is, in itself, a very positive result. We would like to thank all those who took the time to give us this valuable feedback..

Questions and Responses
QWere you treated with courtesy and respect?
A100% said they were treated with courtesy and respect.
QWere you satisfied with the quality of service you received?
A99.9% said they were either very satisfied (75.1%) or satisfied (24.8%) with the quality of service they received
QDid you find the staff helpful?
A100% said they found the staff to be very helpful or helpful
QWere you satisfied with the quality of information you received?
A99.3% indicated that they were either very satisfied (68.1%) or satisfied (31.2%) with the quality of information they received.

Other Suggestions
As part of the survey, we asked customers what additional facilities they would like to see provided in the waiting area. The most popular responses were:
ØVending machines39%
ØTelevisions31%
ØMusic20%
We are taking this feedback on board and are currently planning a number of improvements to the facilities and layout of the Reception Unit. We will also ask Customer representative groups to make an input to this process.

Results - Processing times
The data used to compile the statistics on processing times was collected by staff in respect of all 746 customers invited to participate in the survey.

People Applying for Asylum
For people applying for asylum, it took on average 99 minutes to complete their business with ORAC. This processing time includes the preliminary section 8 interview, recording of all relevant personal information with interpretation when needed, and any time spent waiting for an interpreter to arrive. It also includes the time required to photograph and fingerprint the applicant and to issue them with their temporary residence certificate.

People Calling on Other Matters
For those calling on other matters – renewal of a temporary residence certificate is the most common transaction – it took an average of 24 minutes from the time of arrival to the time of departure.

If you combine the customers in both categories, the average time for completing business with ORAC is 49 minutes.


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