Focus on service quality and satisfaction
Ensuring and enhancing service quality has been a primary goal of the RIF office since its inception.
In January 2024, a satisfaction survey was conducted to assess user satisfaction and better understand their expectations.
A total of 5,676 email invitations were sent, and 314 individuals responded anonymously and completed the questionnaire in full.
The entire team warmly thanks all participants in this survey. The responses received and the detailed comments will enable us to improve our service offer and better meet users’ expectations.
The survey results are detailed below:
| Respondent Type | Count |
|---|---|
| Shipowner (owner or charterer) | 104 |
| Ship Manager | 58 |
| Advisor (Lawyer, Accountant,..) | 31 |
| Crew Member | 62 |
| Broker | 12 |
| Other | 47 |
| Questions | Satisfaction rate |
| Regarding the RECEPTION you received. How satisfied are you with…? |
Completely or rather satisfied |
| Ease of contacting a representative (email, phone…) | 94,62% |
| Courtesy of your representative | 96.86% |
| Clarity of the explanations provided | 93,27% |
| Concerning the PROCESSING OF YOUR REQUEST. What is your level of satisfaction regarding… |
Completely or rather satisfied |
| Handling of your request | 94,17% |
| Processing time of your request | 91,93% |
| Information on the status of your request | 90,58% |
| The office’s ability to support you throughout the process | 92,83% |
| Question : What is your level of satisfaction regarding the information on our website? | Satisfaction rate (Very satisfied or rather satisfied): |
| Ease of finding information relevant to your situation | 91,46% |
| Clear information on the steps to follow | 90,45% |
| Easy to identify which departments to contact | 88,44% |
| Question : What are your main expectations for improving the service? | Count | Percentage |
| Comprehensive information on the evolution of regulations and procedures (newsletter or other) for a better understanding of changes | 149 | 47,45% |
| Digital documents, for optimum transmission times and secure, easily authentified documents (registration certificates, etc.). | 114 | 36,31% |
| Online submission of requests, for better guidance in my procedures | 84 | 26,75% |
| Integration of new office skills, for a global service | 49 | 15,61% |
| Quality certification, for audited and recognized service quality | 22 | 7,01% |
| Question : Would you recommend the RIF? | ||
|---|---|---|
| Answer | Count | Percentage |
| Oui | 295 | 93,95% |
| Non | 19 | 6,05% |