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- Jane Palmer
Communications Adviser
jane.palmer@iaa.govt.nz
DD (09) 925 8749 - Information for media
Survey of New Zealand visa and permit applicants who have used an immigration adviser
Overall Satisfaction
All applicants were asked how satisfied they were with the overall quality of service provided by their adviser. In total, 63 percent of applicants said they were satisfied with the service (giving a rating of 4 or 5 out of 5). Overall satisfaction by status was as follows:
- Licensed: 72% (a statistically higher result compared to the total result)
- Unlicensed: 57% (a statistically lower result compared to the total)
- Exempt: 76% (a statistically higher result compared to the total).
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Overall satisfaction by type of adviser was as follows:
- Lawyer (79% - a statistically higher result)
- Employer (78%)
- Travel agent (74% - a statistically higher result)
- Immigration adviser/consultant/agent (59%)
- Education institute/agent (52% - a statistically lower result).
Overall satisfaction by awareness of IAA register of advisers was as follows:
- Aware of register (68%)
- Not aware of register (63%).
Overall satisfaction by application location was as follows:
- Offshore (64%)
- Onshore (63%).
Overall satisfaction by adviser location was as follows:
- Offshore (66%)
- Onshore (61%).
Overall satisfaction by first language was as follows:
- English (70% - a statistically higher result)
- Non-English (61%).
Overall satisfaction for clients using a licensed adviser by type of adviser/application was as follows:
- Onshore adviser (74% - a statistically higher result)
- Offshore adviser (68%)
- Immigration adviser/consultant/agent (71% - a statistically higher result)
- Employer (92%)
- Travel agent (97% - a statistically higher result)
- Educational institute/agent (50%)
- Resident visa/permit applicant (81% - a statistically higher result)
- Work visa/permit applicant (78% - a statistically higher result)
- Student visa/permit applicant (56% - a statistically lower result)
- Visitor visa/permit applicant (72%).
Overall satisfaction for clients using an unlicensed adviser by type of adviser/application was as follows:
- Onshore adviser (56% - a statistically lower result)
- Offshore adviser (59%)
- Immigration adviser (52% - a statistically lower result)
- Employer (70%)
- Travel agent (70%)
- Education institute/agent (54%)
- Resident visa/permit applicant (58%)
- Work visa/permit applicant (53% - a statistically lower result)
- Student visa/permit applicant (53% - a statistically lower result)
- Visitor visa/permit applicant (64%).
All applicants were asked why they rated the level of service they received the way they did. A total of 62 percent of respondents gave positive comments about the services they received. By status, 67 percent of licensed, 58 percent of unlicensed and 69 percent of exempt gave positive comments. The key types of positive comments made were as follows:
- Good service (31%)
- Fast/timely process (15%)
- Professional/honest (14%)
- Knowledgeable/experienced (8%)
- Explained things clearly (8%)
- Met my needs/satisfied (7%)
- Hassle free process (7%).
A total of 34 percent of respondents gave negative comments about the services they received. By status, 28 percent of licensed, 38 percent of unlicensed and 30 percent of exempt gave negative comments. The key types of negative comments made were as follows:
- Poor service (9%)
- Unprofessional (9%)
- Slow/lengthy process (8%)
- Did not explain things clearly (7%)
- Expensive (6%)
- Not knowledgeable/experienced (5%).
All applicants were asked before going to their adviser what quality of service they expected. In total, 82 percent of applicants said they expected the service to be either very good or good (rating of 4 or 5 out of 5). Expectations of the service by status was as follows:
- Licensed (83%)
- Unlicensed (84%)
- Exempt (73% - a statistically lower result).
All applicants were asked how the service they got from their adviser compared to what they had expected. In total, 59 percent of applicants said they the service was much better or better than what they expected (rating of 4 or 5 out of 5). Perception that service was better than expected by status was as follows:
- Licensed (65% - a statistically higher result)
- Unlicensed (57% - a statistically lower result)
- Exempt (55%).
All applicants were asked what the one thing was adviser could do to improve their services. The key improvements mentioned were as follows:
- Be honest/professional/do what they promise (17%)
- Explain clearly/give detailed information (16%)
- Give good/helpful/friendly/professional service (15%)
- Knowledgeable/experienced/good advice (9%)
- Keep in contact/keep me informed (9%)
- Be prompt/faster (8%)
- Reduce cost/fees/charges (6%).
In total, 70 percent of applicants said they would recommend their adviser to friends or family. Recommendation of adviser by status was as follows:
- Licensed (79% - a statistically higher result)
- Unlicensed (65% - a statistically lower result)
- Exempt (74%).