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Results of customer service survey for 2011

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 our website users.

Background to Survey
The aim of this survey was to establish whether ORAC is delivering a quality service to those using the ORAC website, in line with the ORAC Customer Charter.

Methodology
The survey was conducted over the period from 27 May 2011 to 15 November 2011. The ORAC homepage contained a link to the survey and every website user visiting the website had the opportunity to participate in the survey.

Participants in the survey were asked to: Please rate the website using the form below, where 1 indicates very unsatisfactory and 5 very satisfactory.

12345
1.How easy do you find this site to use?OOOOO
2.How quickly can you find the information you want?OOOOO
3.What is your overall impression of this website?OOOOO
4.How would you rate your level of satisfaction with the site on this visit?OOOOO
5.What other information would you like to see on this site?
6.Do you have any suggestions for how we can improve the site?


There were a total of 19 respondents.

Main Findings
Customer Survey Findings, 2011(pdf 265Kb)

Conclusion
The results of the survey were positive in the main. Resulting from the feedback received, the following will be undertaken:
  • Web address of the Office for the Promotion of Migrant Integration to be included on our Links Page : www.integration.ie
  • The list of NGOs on the Links page to be updated to include all on the CS Liaison Panel, provided they have website addresses.
  • Link to our Contact Us form to be included on the homepage of the website.
  • FAQs to be developed for the general asylum area.
  • Revised Customer Service Information leaflets to be uploaded on the website.
  • The possibility of developing a search feature for the website is being examined.

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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