Applicants for visas to the UK are generally happy with the service provided by the UK Border Agency and its partners – but there is some room for improvement, particularly in telephone and e-mail services, and in the guidance given to applicants.

This is the main conclusion from the results of a worldwide survey of people who applied for visas for the UK, carried out by the International Group of the UK Border Agency.  Nearly 10,000 people from 142 countries took part in the customer survey, which was carried out in the second half of 2008.  

Key results from the survey include:

• Over two-thirds of respondents were satisfied with the services provided by UKBA Visa Services and its partners.
• Over 90% of applicants had access to the internet, with over 75% saying that they preferred to receive information and guidance about applying for their visa online, rather than on paper.
• Nearly 90% of respondents said that the visa application guidance they received from UK Border Agency and its partners fully answered their questions.
• While a sizeable majority of customers were satisfied with the range of services provided overseas by the UK Border Agency and its partners, telephone and e-mail services were identified as the main weakness.
• Nearly half of respondents were not satisfied with the quality of guidance and information provided by telephone and e-mail, while the cost of obtaining information by phone was regarded as an issue for some.

Commenting on the results of the survey, the UK Border Agency’s International Group Acting Director, Glyn Williams said:

“We are delighted that so many visa applicants completed this important voluntary customer survey.”  He added: “ The responses and comments received will help to shape the way that visa information services are provided in future.  We are, for example, carrying out further, deeper, research into the issues raised about our telephone and e-mail information services, and will implement changes where these are required. We will also be taking action to follow up the individual suggestions for improving services at some of our visa application centres and offices overseas”

The full customer survey report can be found following the link below: 

Customer Information Service Survey Report UK Border Agency - International Group

Background
The UK Border Agency Visa Services website is the official British government website for visa services. We manage the UK visa operation service around the world through visa sections at UK embassies, high commissions and consulates and through visa application centres run by our commercial partners VFS Global and WorldBridge Service. Information about visa services available in your country is published on visa application centres page on this website.

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