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Customer Experience

At VFS Global we are committed to delivering a world class service. To help achieve this, feedback from our customers is of the utmost importance and the process enables applicants to reach the organization at any point. Customers can be assured that all feedback received is valuable and receives our full and complete attention


Positive feedback is of course welcome and is considered a compliment. It is used as an objective way of assessing the recognition of staff through rewards. Such appreciation is always encouraging and helps to contribute to motivating our teams to set even higher standards.

Customers can submit their compliments or appreciation of the service they have received by selecting the following link to initiate the process

Please Click Here to initiate the feedback process


  1. Compliment for the service/ member of staff
  2. VFS Global Customer Support team receives the compliment
  3. The member of staff receives a certificate of appreciation


Constructive feedback is regarded as a complaint and an opportunity for continuous improvement. We assure a timely response and resolution of the grievance in accordance with the organization’s complaint handling procedure.

Customers can submit their complaint or constructive feedback by selecting either of the following links:

To submit feedback online for first time – click here

In the event that the response provided is not satisfactory – click here


Feedback received about service / staff

Customer Support team receives the complaint

The feedback is shared with the relevant supervisor

The supervisor investigates the complaint and will respond with a resolution. If the response provided is not satisfactory, customers may ask for the feedback to be readdressed.

Customer Survey

Feedback is a constructive way to assess service rendered at every single touch point. This supports the continuous improvement approach, and benchmark with the best-in-class organizations.

You may give feedback on the service provided by any of the following options:

Please Click here to fill the Online Survey


Provide feedback about the service/ staff VFS Customer Support team receives the feedback

The feedback is scored as satisfied or dissatisfied and shared with stake holders

All deltas are worked up on and alphas are shared as best practice