The majority of South Africans are satisfied with the service delivery standards of the Home Affairs – according to the department’s 2022/23 Customer Satisfaction Survey.
Home Affairs Minister says his department is “generally praised for its effectiveness”, and the data collected by the department is evidence of this.
In response, Motsoaledi said customer satisfaction and waiting times are constantly monitored across all DHA branches and noted the average waiting time inside an office is reasonably quick, albeit with some caveats. Those who would recommend were captured as promoters, and those neutral would be passives, whilst those who would not recommend would be detractors.The main reasons mentioned by the minority that would not recommend DHA across all customer segments were poor customer service, slow customer service, and lousy staff attitude.
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