These surveys are commissioned by the Agency from the Home Office Research and Statistics Department. A sample of applicants at each of the Agency's regional offices are surveyed every two months seeking their views on various aspects of the Agency's service. Regional offices are asked to send questionnaires out with a sample of passports. Around 6,000 forms are distributed, of which around a third are completed and sent back. During the period covered by this report, the questionnaires were not always sent out at the Liverpool office. We have therefore not made extensive use of these surveys in report, although we have used data on the extent of satisfaction with the telephone system where this is appropriate.