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Summary of findings for the Adviser Satisfaction Survey 2016

Introduction

The purpose of the Adviser Satisfaction Survey is to measure the level of satisfaction with the Immigration Advisers Authority’s (IAA) services and the usefulness of its resources among licensed immigration advisers, both onshore and offshore. The survey response rate was 30%: a decline from previous years (38% in 2015 and 48% in 2014).

Customer satisfaction

A high proportion of respondents were satisfied with the IAA’s quality of service

A high proportion of respondents were positive about the performance of the IAA staff

Respondents were asked to rate statements on the performance of the IAA staff according to their experience.

The statement “I was treated fairly” received the highest level of agreement and was also the statement with the most improved rating (81% compared with 50% in 2015).

Perception of licensing

A high proportion of respondents were positive about the immigration adviser scheme

Professional Development

A high proportion of respondents were positive about many of the IAA’s tools for their professional development

Additional comments

Additional comments were provided by 68 respondents (21% of all survey participants). Comments and suggestions were made on practical training and guidance, unethical practices in the industry and the licence fees and renewal process.