The migri.fi-website received plenty of positive feedback in the customer survey conducted in the summer
Last June, we carried out an online survey on our customers’ views and experiences of the services of the Finnish Immigration Service.
More than 65 per cent of respondents were satisfied with or felt neutral about our services although we did receive some criticism, for example about processing times. Respondents had also clearly noticed that we are constantly developing our services.
A clear and useful website
In the survey, the Migri.fi website was found to be easy to use, clear and functional. The website had been visited over ten times by 70 per cent of the respondents, and almost 85 per cent were satisfied with or felt neutral about it. All age groups were equally satisfied with the website.
More language versions of the site were requested, however. Unfortunately, we are unable to increase the number of language versions because it would require too much time and effort to keep them up to date. Our information point for immigrants in Helsinki provides services in person in more than ten languages.
Service numbers are easily found, but congestion is irritating
Our telephone service received the highest number of comments from respondents. The busiest service numbers are the general customer service number and the number on which experts answer queries concerning applications based on family ties.
According to the respondents, the customer service numbers are easy to find on the website. Negative feedback concerned the congestion on the telephone lines and the lack of a phone queuing system. The customers were also unsure whether their particular matter had definitely been taken care of.
Information on processing times concentrated on our website
We aim to reduce congestion in our telephone service, for example, by providing more detailed information about processing times so that an increasing number of customers will find the information they need on our website and will not need to call us at all. For example, in summer 2012, the processing situation regarding students’ residence permit applications was updated on our website once a week, and this clearly reduced the need for telephone enquiries.
Unfortunately, we cannot have a call queuing system in our telephone service for technical reasons.
We also received negative feedback on the length of processing times. We are constantly improving the efficiency of our operations to ensure that the processing times are as short as possible.
Submit your application electronically and follow its progress online
Customers have wished for an opportunity to follow the status of their own application. This is possible if the application has been submitted through e-services. Unfortunately, we cannot offer this service for applications submitted on paper.
E-services were popular among the respondents and were also recommended to others. Expanded in October, the service provides an opportunity for an increasing number of customers to submit their application online.
Responses from 50 nationalities
The survey was responded to by 183 people representing 50 different nationalities; 34 per cent were Finnish nationals, while Russian citizens (about 10 per cent) were the second biggest group to respond to the survey. The majority of respondents were under 50 years of age. The number of male and female respondents was roughly equal. Most had applied for a residence permit or Finnish citizenship.
Next year we will continue to develop our operations on the basis of the feedback. We will also continue to request our customers’ opinions on our services and receive development proposals.
Thank you to all those who responded to the survey!
