Australian Embassy

Indonesia

Address: Jalan H.R. Rasuna Said Kav C 15-16, Jakarta Selatan - Telephone: 2550 5555 - Fax: 2550 5467

Outcomes of the Client Survey, June 2007
Australian Visa Application Centre, Jakarta and Bali

Introduction

The survey was conducted over one month in June 2007 in Bali and Jakarta AVAC offices.

All personal clients lodging where invited to complete the survey. A separate survey was not conducted for email and telephone clients, but if clients approached at the counter completed the survey they were also asked questions about telephone and email service.

Summary of Survey Results

Jakarta AVAC

Total Respondent we have for this questionnaire is 302 people out of 500 forms that’s being distributed for the whole month (60%)
The questionnaire is being given at the time of collection for personal applicants only (excludes travel agents)
74% applied in person, 21% applied through representative (exclude family members), and 5 % applied through representative (family members only).
For required documents, 34% applicants visited the VFS website, 31% called The Embassy, others through DIAC Website (13%), Email (6%) and Call Center (6%).
96% applicants find the waiting area is comfortable (though some people said that vending machines and canteen provision would be a bonus).
93% applicants find the staff is courteous, 6% say neither and 1% is dissatisfied.
88% applicants are satisfied with the information availability, 10% say neither, and 2% are dissatisfied.
87% applicants are satisfied with the submission time, 11% say neither, and 2% are dissatisfied.
90% applicants are pleased with the passport passback, 9% say neither, and 1% is dissatisfied.
Although we do have courier service, 93% applicants are still not aware of its existence compare to 7% who are aware. 66% of them are willing to use the courier service, and 34% of them choose not to use the service due to security reason (e.g. the fear of losing the passport and/or documents).
For overall experience, 28% are very satisfied, 63% are satisfied, 8% say neither, and 1% are dissatisfied.
Additional comments from applicants such as opening other branch in other cities, shorter processing time, café service, Application Form in Bahasa, adding more telephone lines for helpdesk.
Total respondent of Email questionnaire is 21 people. 19% are very satisfied with our quickness of email respond and 81% are satisfied, none of them think that our reply is slow.
24% find that the Email is always informative and relevant, 66% find mostly, 5% find sometimes, and 5% find occasionally.
Total respondent of Call Center questionnaire is 16 people. 38% are very satisfied with our quickness of Call Center respond, 50% are satisfied, 6% are neither and 6% are dissatisfied.
37% find that the Call Center is always informative and relevant, 38% find mostly, 19% find sometimes, and 6% find never.
43% find that the Call Center Officer is always courteous, 38% find mostly, 13% find sometimes, and 6% find never.

Bali AVAC

Total Respondent we have for this questionnaire is 64 people out of 100 forms that are being distributed for the whole month (64%).
The questionnaire is being given at the time of collection for personal applicants only (excludes travel agents)
87% applied in person, 8% applied through representative (family members only) and 5% applied through representative (exclude family members).
For required documents, 56% called The Consulate, 13% applicants visited the VFS website, others through Call Center (15%), DIAC Website (7%), and Email (3%).
98% applicants find the waiting area is comfortable (though some people said that vending machines and canteen provision would be a bonus), 2% thinks that it is neither.
96% applicants find the staff is courteous, 2% says neither, and 2% is dissatisfied.
96% applicants are satisfied with the information availability, 2% are neither, and 2% are dissatisfied.
94% applicants are satisfied with the submission time, 4% says neither, and 2% are dissatisfied.
96% applicants are pleased with the passport passback.
Although we do have courier service, all applicants are still not aware of its existence. 55% of them are willing to use the courier service, and 45% of them choose not to use the service due to security reason (e.g. the fear of losing the passport and/or documents).
For overall experience, 31% are very satisfied, 65% are satisfied, 2% say neither, and 2% are dissatisfied.
Additional comments from applicants such as opening other branch in other cities, shorter processing time, café service, Application Form in Bahasa, adding more telephone lines for helpdesk.
Total respondent of Email questionnaire is 37 people. 38% are very satisfied with our quickness of email respond and 59% are satisfied, 3% says neither, none of them think that our reply is slow.
37% find that the Email is always informative and relevant, 51% find mostly, 9% find sometimes, and 3% find occasionally.
Total respondent of Call Center questionnaire is 46 people. 43% are very satisfied with our quickness of Call Center respond, 48% are satisfied, and 9% are neither.
49% find that the Call Center is always informative and relevant, 38% find mostly, and 13% find sometimes.
67% find that the Call Center Officer is always courteous, 33% find mostly, 13% find sometimes, and none of them think otherwise.

Comments

It was agreed that future surveys would need to focus on clients who come in direct contact with the email and telephone service provided by AVAC.

Furthermore, future surveys would ask questions around method of payment to gauge client’s views on this issue.

It was agreed following the survey that a courier service option be provided for clients. This was scheduled to commence in September 2007.