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FRCA Installs Customer Feedback Kiosks

In a bid to improve their services, the Fiji Revenue and Customs Authority has set up Customer Service Kiosks at the Nadi International Airport for customer feedbacks. This has seen
03 Oct 2014 12:24
FRCA Installs Customer Feedback Kiosks

In a bid to improve their services, the Fiji Revenue and Customs Authority has set up Customer Service Kiosks at the Nadi International Airport for customer feedbacks.

This has seen the authority installing five machines at the departure and arrival areas at the airport beside the customs sections.

These machines give the passengers the opportunity to rate the services rendered by customs officers by selecting one of the four smileys on the machines.

It will assist the authority in gauging their services after each flight and the complaints are lodged in real time.

The machines have been on trial for the past two months and the response from customers has been satisfactory, says FRCA chief executive, Jitoko Tikolevu.

Happy customers

Mr Tikolevu said reports generated from the machine the past week revealed happy customers.

“In recent years, FRCA has been working hard to improve its services. We recently appointed Customer Services Champions and we have also improved our services and processes,’’ he said.

“In the past, we have always had complaints about poor customer services.”

Mr Tikolevu said the authority must have a balancing act between revenue collection, border management, trade facilitation and most importantly, customer services.

He said the vision was to have customers’ returning happily after visiting the authority’s offices.

“We have a long way to go but our customer services will be unrivalled in the public and private sector,” he said.

However, Mr Tikolevu said the authority will continue to monitor the results and up skill its officers to ensure the highest standard of services are rendered.

Feedback:  sheik.dean@fijisun.com.fj

 




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