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Results of customer service survey for 2010

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 service provided to callers to ORAC’s Reception Unit.

Main Findings
The results of the survey were very positive as can be seen by the fact that
  • All 53 respondents said they were treated with courtesy and respect.
    •
  • 98% of those who answered the question: ‘Were you satisfied with the quality of the service you received?’ indicated that they were very satisfied/satisfied with the quality of the service they received.
  • 98% of respondents found staff very helpful/helpful
  • Of those who indicated that they used an interpreter and who answered the follow-on question asking if they were happy with the interpreter, 100% stated they were.
  • Of the 46 people who responded to the question in relation to the quality of the information received, 98% were very satisfied/satisfied with the quality of the information they received.
  • Of the 45 people who responded to the question about the waiting area, 98% were satisfied/very satisfied with it.
The following documents outline the detailed findings of the survey
Customer Survey Findings, 2010 (pdf 18Kb)
Customer Survey Charts, 2010 (pdf 39Kb)

To view PDF files you will need the Adobe Acrobat Reader. The Reader is free of charge, and you can download it (~45 MB) from the Adobe web site by clicking the button below:
To view PDF files you will need the Adobe Acrobat Reader. The Reader is free of charge, and you can download it (45 MB) from the Adobe web site by clicking the button below:


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