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Highway For Trade - Celebrating 100 years of Singapore Customs
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Traders' Satisfaction Survey Results


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 2008 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 2008 survey results have concluded with the following key indicators:

Overall CSI % of Statements with Mean Score # and % of Statements with % Satisfaction
6.0 and above 6.5 and above 90% and above 95% and above
6.69 100% 86% 99% 85%

The percentage of satisfaction for the attributes ranged from 86% to 98%. The overall Customer Satisfaction Index (CSI) is 6.69, while the CSI for the different sections ranged from 6.12 to 7.05.   The year-on-year improvements in CSI and satisfaction level in % are as follows -

Year 2008 2006 2005
CSI

Overall Satisfaction
6.69


98%
6.63


98%
6.6


98%

Survey Components

% Satisfaction

1

Ease of submission of  TradeNet declarations

97

2

Ease of submission of Certificates of Origin

95

3

 Revamped permit structure and declaration fields

97

4

 10 minutes to process TradeNet declarations

96

5

 Feature for amendment of permits

95

6

 Feature for cancellation of permits

95

7

 Feature providing free certified true copies & permit listings

98

8

 Single permit for multiple transactions

98

9

 Usefulness of e-learning module

96

10

 Efficiency of the new TradeNet version 4.0

97

11

Advice on classification of goods for declaration

93

12

Payment of Duty / GST / Fees through GIRO scheme

97

13

Refund procedure for Duty and GST erroneously paid

86

14

Procedure for lodgment of Bank Guarantees

95

15

 Submission of stock balance for ZGS Type 2 & 3 licences

98

16

Supervision of stuffing / unstuffing of containers

96

17

 Application for manufacturers' cost statements

97

18

 Application for letter of undertaking for the renewal of cost
 statements

96

19

 Procedure for Cerificate of Origin audit

97

20

 Application for Import Certificate and Delivery Verification

97

21

Registration Form for Singapore Brokers in Arms  - Form A

97

22

Application for permit to broker goods under Strategic Goods (Control) Act  - Form B

95

23

Application for permit to transmit strategic goods related technology - Form C

95

24

Request for advice on determination of strategic goods -  Form D

95

25

Request for advice on determination of controlled information security goods & technology  - Form E

96

26

Request for strategic goods permit consultation advice  - Form F

97

27

Application for Strategic Trade Scheme Tier 2 - Form H

97

28

Application for Strategic Trade Scheme Tier 3 - Form I

96

29

Customs Competency Programme for Businesses

 97

30

Customs Strategic Goods (Control) Course

 98

31

Coverage and frequency of dialogue sessions

 97

32

Dialogue sessions met your organization’s needs.

97

33

Access to information (circulars, notices, downloadable pamphlets and guidelines)

98

34

Circulars, notices, etc are clear and comprehensive

98

35

Completeness of website information

97

36

Clarity of website information

97

37

Ease of navigation of website

98

38

Range of e-services available on website

98

39

Customer Responsiveness

96

40

Transparency

97

41

Review of Rules and Regulations

97

42

Compliance cost

92

43

Pro – Enterprise Orientation

97




Last reviewed on 12 March 2010
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