The Department of Immigration and Border Protection will be conducting two research projects from October to December 2013.
The first project that will be conducted is the Client Segmentation research project.
The department has engaged Colmar Brunton to conduct the research to gain a better understanding of our visa clients. Research is being undertaken with people who have recently been granted an Australian visa to understand their experiences of dealing with the department in their visa application journey and their views on how the department can improve its client services.
Colmar Brunton will be conducting in-depth interviews with approximately 30 clients, and online and telephone surveys with approximately 3400 clients.
More details about the Client Segmentation research project can be found in the attached FAQs document.
The second research project the department will be conducting is a Client Satisfaction survey. This research will be conducted by a third party, on behalf of the department and will commence by the end of 2013. The research will focus on measuring client satisfaction across the department’s major service channels. It is envisaged that the department will be surveying visa clients, migrations agents and business sponsors.
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