Traders' Satisfaction Survey Results

Annual Traders' Satisfaction Survey, 2006

Singapore Customs conducts an annual Traders’ Satisfaction survey as part of its drive for continuous service improvement. The primary objectives of the annual survey are to measure customers’ perception and satisfaction levels with the services provided by Singapore Customs, to track the department’s performance and to gather feedback and suggestions for future development.

The survey conducted in November/December 2006 focused on the following topics: Customs Documentation, Processes, Training, Communication and Pro-Enterprise Orientation. Singapore Customs thanks all traders who have taken part in the survey.

Survey Result

The Singapore Customs Traders' Satisfaction Survey 2006 results have concluded with the following key indicators:

Overall CSI	% of Statements with Mean Score		# and % of Statements with % Satisfaction
Overall CSI	6.0 and above	6.5 and above	90% and above	95% and above
6.63	86%	33%	79%	38%

The percentage of satisfaction for the attributes ranged from 78% to 98%. The overall Customer Satisfaction Index (CSI) is 6.63, while the CSI for the different sections ranged from 5.67 to 7.12. The year-on-year improvements in CSI and satisfaction level in % are as follows -

Year	2006	2005	2004
CSI Overall Satisfaction	6.63 98%	6.6 98%	6.5 97%

Perfomance by Survey Companies

Survey Components		% Satisfaction
1	For submission of Customs Declarations	98
2	For submission of Certificates of Origin	98
3	Classification of goods for declaration	87
4	Payment of Customs Duty / GST / Fees through inter-bank GIRO scheme	98
5	Refund procedure for Customs Duty and GST erroneously paid	82
6	Procedure for lodgment of Bank Guarantees	91
7	Application for duty recovery on liquor / tobacco at Licensed Warehouse	78
8	Application for Import Certificate and Delivery Verification	88
9	Submission of stock movements via WISE system	88
10	Request for stock balance in WISE system	90
11	Application for Customs Supervision	95
12	Supervision of stuffing / unstuffing of containers at the premises of exporters / importers	96
13	Application for Form A (Registration Form for Singapore Brokers in Arms)	85
14	Application for Form B (Application for permit to broker goods under Strategic Goods (Control) Act)	80
15	Application for Form C (Application for permit to transmit strategic goods related technology)	82
16	Application for Form D (Request for advice on determination of strategic goods)	85
17	Application for Form E (Request for advice on determination of controlled information security goods & technology)	82
18	Application for Form F (Request for strategic goods permit consultation advice)	78
19	Application for Form G (Application for Approved Company Scheme)	85
20	Coverage of the Customs Documentation Course for traders.	95
21	The Customs Documentation Course met your organization’s needs	95
22	Coverage of Strategic Goods (Control) Course.	95
23	The Strategic Goods (Control) Course met your organization’s needs.	94
24	Coverage and frequency of dialogue sessions.	93
25	The discussions at the dialogue sessions met your organization’s needs.	94
26	Access to information in the form of circulars, notices, downloadable pamphlets and guidelines.	96
27	Usefulness of information in the form of circulars, notices, downloadable pamphlets and guidelines.	97
28	Customer Responsiveness	94
29	Transparency	95
30	Review of Rules and Regulations	95
31	Pro – Enterprise Orientation	95