23 April 2013 The Home Office encourages you to feedback comments via our online Global Customer Survey. Each month we review your feedback to see where we can improve our service and publish the results quarterly. Our results during the first quarter of this year for the Philippines show we have again exceeded our 80% threshold for customer satisfaction with an overall customer satisfaction rate of 92%. The table below sets out initial results to questions asked in our online Global Customer Survey in January - March 2013. We will be analysing these in more detail to identify any specific areas for improvement. See the Customer Survey Results January - March 2013 and read more here In looking at ways to improve our service and communicate better with our customers we also review our performance each month against our customer service standards, in January - March 2013: We exceeded our completion time for processing non-settlement visas of 90% within 15 working days*; We narrowly missed our completion time for processing settlement visas of 95% within 12 weeks*; We significantly exceeded our customer response target of 20 working days by responding to customer enquiries with an average rate of 3 days; We received two complaints and exceeded our complaints response target of 20 working days by responding with an average rate of 8 days. *A more detailed breakdown of our monthly processing times is on the processing times page. Improvements to the way we communicate to you Your feedback has already informed a number of improvements to our visa service and the way we communicate to you: We offer an optional 3 to 4 day priority visa service for faster processing; We offer a premium lounge service; We provide a Prime Time appointment service if you are unable to attend an appointment at the visa application centre during regular opening hours; We have improved our appointment system to ensure that you are seen within your designated appointment slot when you attend the VAC. This has reduced the waiting time and process of submitting your application; We offer a range of services including; a courier facility, photocopying and photograph service and an SMS service which updates you on the progress of your visa application. It will send automated messages to both your mobile phone and email address at various stages of the visa application process; We have opened a second VAC in the Philippines, an optional user pays VAC in Cebu. We update you on any delays or issues which may affect your visa application process via regular focused news items on our website; We send you an email update to advise you when your application has been decided giving you an indication as to when you are likely to receive your passport back/or when your passport is ready for collection; When you email us, we confirm receipt immediately and let you know the timeframe for our response; We now have improved Philippines country pages on our website with more visible links to guidance and information on supporting documents. Customer Feedback and Complaints In addition to the Global Customer Satisfaction Survey, you can also contact us with any general feedback, compliments or complaints about the service you have received. Source:- http://www.ukba.homeoffice.gov.uk/s...ukborderagency+(UK+Border+Agency+latest+news)
