Customer satisfaction surveys

Customs routinely carries out research into our customers’ satisfaction with the service that they received from us.


Most surveys are carried out via email, by members of the Business Performance team. When the results of surveys have been analysed, they are published here.

These surveys allow us to report our performance for accountability purposes and they also identify opportunities for improvement through providing a perspective on the service from the customer’s viewpoint.

Both surveys are based on the Common Measurement Tool (CMT), a standard set of survey questions licensed by the State Services Commission. Using this standard tool allows benchmarking both against other organisations and against our own past performance. The latest survey and results can be found on the State Services Commission website.

Passenger Satisfaction Survey, Topline Report (2016) (PDF 193 KB).