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Survey of New Zealand visa and permit applicants who have used an immigration adviser
Service Improvement Priorities
For both licensed and unlicensed a service priority matrix was developed to determine the areas of service that should be prioritised for improvement. The four quadrant matrix combines current performance scores (horizontal axis) with impact on satisfaction (vertical access). Each scale is defined below:
- Current performance is the score the applicants gave for each attribute of service
- Impact on satisfaction is the level of impact each attribute of service has on overall satisfaction (correlation is used to identify the attributes with the closest relationship to overall satisfaction).
Combining the two scales allows for identification of areas that should be prioritised for improvement. The areas that should be prioritised for improvement are those with a lowest current performance score and highest impact on satisfaction scores – i.e. what matters to applicants that advisers are not doing so well on?
For licensed advisers the service improvement priorities are:
- Providing clear answers to questions
- Representing the clients’ interests well
- Delivering services in a reasonable timeframe
- Providing consistent information and advice
- Providing a quick response to questions
- Providing additional information if asked for it
- Delivering services in the agreed timeframe
- Doing what they say they will
- Providing services for a reasonable cost.
For unlicensed advisers the service improvement priorities are:
- Providing clear answers to questions
- Providing consistent information and advice
- Providing a quick response to questions
- Providing services for a reasonable cost
- Providing additional information if asked for it
- Delivering services in a reasonable timeframe
- Recording and agreeing any changes in writing, including any change in costs.