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2021 Migrant survey results

Survey of New Zealand visa applicants who have used an Immigration Adviser 2021. Conducted for the Immigration Advisers Authority by GravitasOPG.


Since 2009, the Immigration Advisers Authority (IAA) has surveyed clients who have used a licensed immigration adviser. The aim of this research is to monitor licensed adviser performance and provide information that will assist IAA to regulate and support licensed advisers.

The survey is undertaken using an online methodology. A selected sample of applicants who have received a decision on their application and recorded by Immigration New Zealand as having used a licensed adviser (and with a personal email addresses on record) are invited to participate. The questionnaire is provided in English and Simplified Chinese. Participation in the survey is voluntary and does not affect their application.

The survey is run by an independent research company, and all responses are confidential. The Immigration Advisors Authority does not know who has completed the survey.

A summary of the key findings of the surveys conducted in 2021 (based on visa applications decided between 1 January and 30 June 2021) is provided below.


The 2021 survey results show satisfaction with the service provided by licensed advisers remains high and stable over time. More than 8 in 10 clients were satisfied with the overall service they received (86%) and were willing to recommend their licensed adviser to friends and family (91%).

Positively, dissatisfaction remains low, with less than 1 in 10 dissatisfied with the overall service they received, and stating that their expectations of service were not met. Reasons for not meeting expectations included poor treatment by adviser staff and administration errors.

Adviser performance measures remain high and most show significant improvement since 2019.

The visa application process remains somewhat difficult for many clients, with a significant decline in satisfaction with the overall experience of applying for a NZ visa.