Value of licensing survey Presentation May 2012

1. Value of licensing surveyPresentation May 2012

2. Introduction One of the key areas of strategic focus for the Authority is: “The perceived value of immigration adviser licensing improves for licensed immigration advisers”. This survey, first carried out in 2011, is designed to measure this.

3. Survey overview • The survey was carried out electronically using the Survey Monkey website. A web link was emailed to all licensed advisers in March 2012. • Survey sent to 504 advisers • High response rate • 58% in 2012, up from 54% in 2011

4. Survey results • 71% of respondents were advisers prior to licensing. • 29% of respondents have become advisers since licensing began. • Results slightly more positive from advisers who had come into the industry after licensing became mandatory

5. Improve perception of New Zealand? • 74% of advisers agree that licensing has improved the perception of New Zealand as a migration destination • 6% disagreed with this statement • This compares to 75% and 7% last year

6. Adding value to New Zealand immigration industry? • 87% of advisers agree that licensing has added value to the New Zealand immigration industry • 4% disagreed with this statement • This compares to 92% and 1% last year

7. Robust licensing process ? • 79% of advisers agree that the licensing assessment process is sufficiently robust • 11% disagreed with this statement • This compares to 76% and 12% last year – a small positive increase

8. Improved service? • 74% of advisers agree that licensing has resulted in them providing a more professional service • 15% disagreed with this statement • This compares to 67% and 17% last year – a 7% increase over 2011

9. Areas of service improvement • Advisers found licensing had primarily helped in the following areas: Top 6 out of 13 options • Written agreements (82%) • File Management (71%) • Understanding of immigration law and immigration instructions (69%) • Establishing a professional relationship with clients (69%) • Management of client funds (66%) • Invoicing practices ( 65%)

10. Benefits for advisers • Advisers identified the following main benefits of licensing: • Online register (70%) • Dedicated INZ helpline [0800 542 469] (68%) • Use of trademark in documentation/website (59%) • Dedicated INZ branch (51%)

11. Help in adviser development • The following helped advisers to develop their skills: • Monthly Authority newsletter (86%) • IAA website (64%) • Online policy/guidelines for licensing (64%) • Undertaking the initial licensing process (57%) • IAA presentations at NZAMI seminars (51%)

12. Increased client confidence? • 71% of advisers agree that licensing has increased client confidence in their services • 9% disagreed with this statement • This compares to 71% and 7% last year

13. Increased business volumes ? • 50% of advisers agree that licensing has resulted in increased business volumes • 16% disagreed with this statement • This compares to 48% and 15% last year – a small positive increase

14. Summary • Results continue to be very positive for all questions in the survey • Results comparable to last year, with a slight improvement overall • Post licensing regime advisers generally more positive in their responses than pre-licensing regime advisers

15. Future plans for the survey Limited Life • Survey was designed to measure changes in perception from pre and post licensing regime advisers • The licensing regime is now established • Results over the past 2 years are fairly similar New Survey • Customer satisfaction survey which will include some value of licensing questions – last quarter of 2012 • Your chance to give us feedback on our performance

16. Licensed immigration adviser survey Licensed professionals = protected migrants