(131) 英文問卷範例

Her Majesty’s Passport Office

Customer Experience Survey (2017)

Thank you for agreeing to take part in this research study. Your opinions are very important to Her Majesty’s Passport Office and will help us continue to improve the application process for overseas applicants.

The survey should take no more than 10-15 minutes to complete.

All responses will be anonymous and your identity will be kept confidential. Your results will not be presented in any way that would enable you to be personally identified.

4. Thinking about the whole process of applying for a passport, how you would rate your overall experience, on a scale of 1 to 10, where 1 means “poor”, and 10 means “excellent”? Please include any dealings with third parties, such as getting your passport photos, and the counter-signatory.

5. Thinking about when you applied, how informed did you feel about what to do, what was needed, and what to expect?
Please give your answer on a scale of 1 to 10 where 1 means “not at all informed” and 10 means “very informed”.

6. On a scale of 1 to 10, where 1 means “strongly disagree”, and 10 means “strongly agree”, can you tell me whether you agree or disagree with the following statements?
(Please select one option for each statement.)

7. If you had any problems while filling out the application, did you do any of the following? (Please tick as many as apply.)

8. Now thinking about the photos you obtained as part of your application, how easy did you find it to get photos which met all of the requirements? Please give your answer on a scale of 1 to 10 where 1 means “not at all easy” and 10 means “very easy”.

9. How easy was it for you to understand which supporting documents to send to us? Please give your answers on a scale of 1 to 10 where 1 means “not at all easy” and 10 means “very easy”.

As part of your application, once you paid for your passport you should have received an email from HM Passport Office with some tips for the next stage of your application. Thinking about this...  12. Did you receive this email?

13. On a scale of 1 to 10, where 1 means “no help at all”, and 10 means “extremely helpful”, how helpful did you find receiving this email message?

15. What method did you use to send your signed declaration or application form to HM Passport Office?

18. How many times did you have to send documents to HM Passport Office after your initial application?

20. Did you call or email HM Passport Office at all with a query at any point during the application process?

21. Did you, at any point during the process of applying for and receiving your passport, need to raise an issue or make a complaint to HM Passport Office, (this could be in person, by telephone or email, or by post)?

22. How long did you expect it to take to receive your passport from the time you submitted your application to the point you received your passport?

23. And how long did it actually take for you to receive your passport from the time you submitted your application to the point you received your passport?

24. How would you rate the speed of delivery of your passport, that is, the time it took from you submitting your application to the point you received your passport? Please answer on a scale of 1 to 10, where 1 means “very poor”, and 10 means “excellent”.

26. Overall, taking everything into account, to what extent do you think the price you paid for your passport was value for money? Please answer on a scale of 1 to 10, where 1 means “very poor value for money”, and 10 means “excellent value for money”.

27. Are you...? Female Male Prefer not to say