Background information:

The Finnish Immigration Service is currently drafting a customer program to guide the long-term development of customer service in migration processes which will support the monitoring and communication of customer-related matters. In addition, the Immigration Service is also developing a customer experience quality monitoring system. The aim is to systematically collect customer experiences and customer satisfaction on all processes of the Finnish Immigration Service for all customers. The data collected will be used to streamline processes and improve their quality.

Respondents:

21 EU Member States responded to the ad hoc query.

Findings:

In BE, Fedasil (the Federal agency for the reception of asylum seekers), has an online (anonymous) survey available to residents of the reception facilities managed by Fedasil. This survey consists of closed questions, is available in 15 languages and accessible via the facility’s computers. The Belgian Immigration Office does not collect customer satisfaction and/or customer experience data within migration processes, however, it is currently working on two projects to improve customer service. The CGRS does this on an ad-hoc basis, but not systematically.

EU Member States have a variety of measures in place to collect data on customer satisfaction and customer experiences, ranging from ad hoc data collection through interviews, the possibility to provide feedback through designated forms, filling in online questionnaires and continuous monitoring.

PL and IT have similar practices to Fedasil in place for persons residing in reception facilities. DE, HU, LU, PT, SI do not collect data in regards to customer satisfaction and/or customer experience within migration processes.

For further information, please read the compilation of answers above.