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
Overall CSI	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