Enterprises show high satisfaction in service quality offered by Customs

	Hai Phong Customs actively collects business information on the electronic system
	Support of customs agency assessed as timely and efficient
	Quang Ninh Customs launches Customer Satisfaction Assessment Survey System

Customs officers of Mong Cai border gate Customs Branch at work. Photo: Quang Hung

Enterprise satisfaction

During the COVID-19 outbreak in 2021, the General Department of Customs implemented solutions to support and facilitate businesses and individuals regarding customs procedures.

Additionally, the General Department of Customs also promoted information technology, equipment, and customs management among organizations in handling administrative procedures while ensuring logistics are well supervised.

The General Department of Customs has regularly reached out to numerous enterprises to promote cooperation and partnership in the business community.

Notable examples are the Vietnam Chamber of Commerce – VCCI, Vietnam Business Forum, and foreign business associations. Regarding law enforcement supervision, in 2021, the General Department of Customs, in association with VCCI, TFP project, conducted a survey on enterprise satisfaction. 12,425 businesses were asked to participate in the survey with a total of 3,727 responses.

Overall, the survey achieved a 29.43% response rate with 2,487 organizations in the private sector, 1,070 FDI enterprises and 100 state-owned enterprises. The result showed that 87.2% of the participants were satisfied with the support provided, while 85.3% of the responses suggested that they were delivered in a timely manner. Additionally, the Customs department strictly handled complaints, requests, and recommendations with 327 of 365 cases resolved in 2021 (as of November 15, 2021).

Provincial Customs departments are strictly implementing law enforcement and monitoring channels accordingly to regulations. Particularly, directors take in feedback and recommendations from enterprises and publicize all the details on a regular basis. Different departments were established with qualified individuals to further assist in solving complaints among firms, in addition to assessing and evaluating the customer satisfaction level through assessment forms and surveys on working attitudes during the process of carrying out customs procedures.

Notable examples are Hai Phong and Quang Ning Customs Departments which carried out online surveys for enterprises during the customs declaration process, while Binh Duong Customs Department implemented software assessment tools.

Results showed that 83% of enterprises were very satisfied with Customs officers’ knowledge and skills, 16% were satisfied and only 1% are still in the evaluation process.

Strengthening Customs – Enterprise cooperation

Although the Customs – Enterprise partnership achieved positive results, only the Customs departments showed initiative toward enterprises. Some businesses were not fully aware of the scope of this partnership, which led to a lack of initiative in approaching the Customs department. Furthermore, certain staff in charge of customs procedures are limited in first-hand experience, which can have a negative impact on the customs clearance process when importing or exporting goods.

As a result, businesses need to be more proactive to further promote their partnership with the Customs department. Employees who lack first-hand experience should receive proper training to improve their qualifications. The Modernization and Reform Department proposes to strengthen information, guidance and training on Customs-related procedures, as well as to conduct good examples to create a positive influence on the business community and relevant stakeholders.

Hai Phong Customs department also highlighted the importance of holding conferences and consultations to take in feedback from enterprises and provide recommendations accordingly, in addition to training sessions for businesses and customs agents and insights on professional customs agents as a reference for businesses.