What you are saying about us

In December last year New Zealand Customs completed a survey of travellers, of the business community and of our colleague Government agencies, to measure Custom’s performance.  

The results are encouraging for Customs and we are very pleased with the overall story they tell. Thanks to those people who participated in the survey.

As a brief summary the main findings were:

• nearly 90% of travelling public respondents said they were satisfied with the service from Customs on their most recent overseas trip
• almost 80% of commercial respondents said they were satisfied or very satisfied with Customs' service in the last year
• nearly 90% of commercial respondents were clear that they trusted Customs        
• Customs scored around 80% or better on measures of its values – Commitment, Integrity and Respect.

The survey clearly showed that Customs was seen as effective in its border security role. There is strong evidence in the findings that we are seen to be playing a positive part in collaboration with other border agencies and with industry stakeholders, and in making improvements to passenger and trade facilitation and security.

It was particularly pleasing to see acknowledgement, from commercial and industry respondents, of the progress being made with what we are calling Trade Single Window – giving traders a single point of access to border administrative processes.

The upgrade of our CusMod system (now referred to as Joint Border Management System or JBMS) was acknowledged also, with positive anticipation of the potential efficiency advances that it brings.
 
In the vital area of keeping New Zealand safe and secure, respondents saw Customs’ commitment as absolute and tied to the Service’s pride and belief in the important role Customs plays.

The survey fieldwork was completed in September 09 and covered:

• Travellers – 2,250 New Zealanders aged 18 years and over.
• Commercial clients –150 direct importers, exporters and customs brokers or excise clients; and face-to-face interviews with 9 commercial clients and industry groups.
• Stakeholders – face-to-face interviews with 17 government agencies, and 9 seaport, airport and airline and representative bodies.    

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