Summary of findings for the Adviser Satisfaction Survey 2015

Introduction

The purpose of the Adviser Satisfaction Survey is to measure how satisfied licensed immigration advisers are with the service provided by the Immigration Advisers Authority. The survey also measures the perceived value of licensing.

The response rate to the 2015 survey was 38% (48% in 2014).

Customer satisfaction

The proportion of advisers satisfied with the quality of service received from the Authority was 67% (up from 64% in 2014).

Satisfaction was slightly higher among offshore advisers than onshore advisers, with 68% (78% in 2014) of all offshore advisers saying they were satisfied with the quality of service compared to 66% (59% in 2014) of all onshore advisers.

Advisers rated their recent interactions with the Authority based on nine criteria.

Staff did what they said they would do - 77% (79% in 2014).
Staff responded to me in a reasonable amount of time – 73% (79% in 2014).
Staff communicated in a way that was easy to understand – 81% (77% in 2014).
It’s an example of good value for tax dollars spent – 54% (49% in 2014).
Staff acknowledged and fixed their mistakes – 46% (47% in 2014).

Perception of licensing

The percentage of advisers who agreed that licensing had:

Improved the perception of New Zealand as a migration destination was 74% (77% in 2014).
Added value to the New Zealand immigration industry was 85% (83% in 2014).

Professional Development

For professional development, 77% of advisers found the Authority’s newsletter helpful, followed by its 2014 Code of Conduct Toolkit (67%), website (63%), and the initial licensing process (55%).

Additional comments

Additional comments were provided by 77 advisers.

Comments and suggestions were made on the initial licensing process, the renewals process, the qualification, licensing pathways and complaints processing.