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BASE CROSS PROGRAM DIRECT CUSTOMER SATISFACTION SURVEY

2005

Preamble:

As a designated representative for ______, AusIndustry is seeking your participation in a short customer satisfaction survey aimed at gaining your feedback on certain key aspects of AusIndustry’s service delivery including customer service, marketing of its products and the use of online application forms.

The survey will ask a series of specific questions relating to these aspects and the final question will ask for any additional comments not covered by the preceding questions, such as comments on relevant government policy or legislation. The focus of this survey is to acquire your perception of AusIndustry's service delivery.

AusIndustry will use the information you provide to improve its program delivery and customer service, and for reporting overall results to stakeholders. As with all previous information supplied to AusIndustry, the information you providewill be kept securely and treated as confidential.

This survey has been approved by the Commonwealth Government’s Statistical Clearing House. The approval number is XXXXX. You may phone the Statistical Clearing House on (02) 6252 5285 to verify the approval number.

It is expected that this survey will take between 5 and 15 minutes to complete. Please base your responses on your experiences over the past 12 months.

Demographic Profile

Interviewer to ensure that respondent is in a position to talk about AusIndustry’s service delivery, preferably from a first-hand perspective

Name of organisation: / ______
1. / Have you had dealings with AusIndustry in the last 12 months?
1 Yes / 2 No
2a. If no, who in your organisation may have? ______
2. / Have you made a formal application for assistance from an AusIndustry program?
1 Yes / 2 No
1a. If Yes, what program or programs did you apply for? ______
3. / You were nominated as the contact person for ______
Please tell us which of the following best describe your relationship with the organisation?
1 An employee or officer / 2 An agent (e.g. independent accountant, consultant)
If you are an agent, please proceed to question 6
4. / Do you typically engage the services of an agent (eg. independent accountant, consultant) who acts on your behalf in your dealings with AusIndustry?
1 Yes / 2 No
5. / Please indicate the position you hold in your organisation?
1 Director or Proprietor
2 Executive Officer
3 Managerial
4 Accountant (in-house only)
5 Technical Staff
6 Other [Please Specify]______

A. PRODUCT DELIVERY PROCESSES

Marketing and Promotion

(Note: AusIndustry terminology: ‘Aware’ Process)

This section covers your experiences when you first became aware of the assistance provided to industry by the Government, e.g. at an industry seminar, browsing the web, noticing advertisements etc.

6. / How did you first become aware of government industry assistance products?[Select one only]
[Prompt if necessary]:
  1. Visited AusIndustry website
  2. Visited other government agency website
  3. Search on the Internet
  4. Industry association recommendation
  5. Attending conference or seminar
  6. Newspaper or magazine item
  7. Accountant, consultant or advisor recommendation
/
  1. Contacting AusIndustry Hotline
  2. Business Entry Point
  3. Newsletter
  4. Word of mouth recommendation
  5. Direct mail
  6. Direct email
  7. Direct phone call from AusIndustry
  8. Contacting AusIndustry Customer Service Manager
  9. Other (Please Specify)______
  10. Don’t know / can’t remember [skip to q8]

7. / Is this where you would normally expect to get this type of general information?
1 Yes [skip to q9] / 2 No [continue to q8]
8. / Where would you normally expect to obtain general information on government industry assistance products? [Multiple response]
[Prompt if necessary]
  1. AusIndustry website
  2. Search on the Internet
  3. Industry association
  4. Attending conference or seminar
  5. Newspaper or magazine item
  6. Accountant, consultant or advisor
  7. Contacting AusIndustry Hotline
/
  1. Business Entry Point
  2. Newsletter
  3. Direct mail
  4. Direct email
  5. Direct phone call from AusIndustry
  6. Contacting AusIndustry Customer Service Manager
  7. Other (Please Specify)______

Very clear / Clear / Neither clear nor unclear / Unclear / Very Unclear / [N/A]
9. / How clear was it to you where you could go to obtain more detailed information about the specific government industry assistance product you were interested in? / 1 [skip to q11] / 2 [skip to q11] / 3 / 4 / 5 / [6]
10. / What suggestions do you have for increasing the awareness of where more detailed information on specific government industry products could be found?

Information Available on AusIndustry Products

(Note: AusIndustry terminology the ‘Asks’ Process)

This section refers to your experiences after you first became aware of government industry assistance products and sought more information about the products available or about AusIndustry itself, e.g. fact sheets, product guidelines, the AusIndustry website, the AusIndustry Service Charter, etc.

11. / Did you use any of the following information products? / Yes / No
a. Fact sheets / 1 [answer q12] / 2
b. Product guidelines / 1 [answer q12] / 2
c. FAQ (Frequently Asked Questions) / 1 [answer q12] / 2
d. AusIndustry Service Charter / 1 [answer q12] / 2
e. Other AusIndustry information product [Please Specify]______/ 1 [answer q12] / 2
12. / [For any ‘yes’ to q11a –q11e] Which channels did you use to obtain this information? [Multiple response] /
  1. AusIndustry Website
  2. AusIndustry Hotline
  3. Talking to AusIndustry Staff
  4. AusIndustry workshop or information session
  5. AusIndustry Email bulletin
  6. Other AusIndustry channel [please specify]______
  7. Private Sector Consultant
  8. Colleague
  9. Industry association
  10. Friend or relative
  11. Word of mouth
  12. Other [please specify]______

This section refers to your satisfaction with the usefulness of the AusIndustry information you have received.

Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied
13. / [If answered ‘yes’ to any q11a-q11e] How satisfied were you with the usefulness of this information? / 1 / 2 / 3 / 4 / 5
14. / If you are less than satisfied, what suggestions would you make about how the usefulness of the information could be improved?
Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied
15. / Overall, how satisfied are you with the information available? / 1 [skip to q17] / 2 [skip to q17] / 3 / 4 / 5
16. / Do you have any suggestions for how the information could be improved?

Service Delivery Processes [Qs 17-19 for successful customers only]

This section refers to your experiences of AusIndustry’s service delivery processes, e.g. application processes, assessment, decision-making processes, and monitoring and reporting, etc.

Transparency

  1. 1
/ Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied / [N/A]
17. / This question requires you to rate your satisfaction with the following statements regarding the transparency of AusIndustry’s processes:
  1. How satisfied are you that AusIndustry’s processes are clear to follow and understand
/ 1 / 2 / 3 / 4 / 5 / [6]
  1. How satisfied are you that AusIndustry’s processes are consistent
/ 1 / 2 / 3 / 4 / 5 / [6]
  1. How satisfied are you that AusIndustry’s processes are easy to access
/ 1 / 2 / 3 / 4 / 5 / [6]
Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied / [N/A]
18. / Overall, how satisfied are you with the various processes you had to go through in participating in the program(s)? / 1 [skip to q20] / 2 [skip to q20] / 3 / 4 / 5 / [6]
19. / If you are less than satisfied, what suggestions would you make about how AusIndustry's processes could be improved?

B. STAFF ATTRIBUTES

This section refers to your experiences of AusIndustry’s staff service.

20. / On a scale of 1 to 5, where 1 is ‘Strongly Agree’, 2 is ‘Agree’, 3 is ‘Neither Agree nor Disagree’, 4 is ‘Disagree’, and 5 is ‘Strongly Disagree’, how would you rate the following statements: / Strongly agree / Agree / Neither agree nor disagree / Disagree / Strongly disagree / [N/A]
a. / Understanding: AusIndustry staff understand and have a genuine interest in you and your business? / 1 / 2 / 3 / 4 / 5 / [6]
b. / Professionalism: AusIndustry staff are professional, objective, and demonstrate integrity? / 1 / 2 / 3 / 4 / 5 / [6]
c. / Confidentiality: AusIndustry staff understand and respect the confidentiality of your information? / 1 / 2 / 3 / 4 / 5 / [6]
d. / Responsiveness: AusIndustry staff meet agreed timeframes and follow-up all queries in a timely manner? / 1 / 2 / 3 / 4 / 5 / [6]
e. / Guidance: AusIndustry staff provide sound, well reasoned and informative options and guidance? / 1 / 2 / 3 / 4 / 5 / [6]

Overall Quality of Customer Service from Staff

Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied / [N/A]
21. / Overall how satisfied are you with the quality of customer service you received from AusIndustry staff? / 1 [skip to q23] / 2 [skip to q23] / 3 / 4 / 5 / [6]
22. / If you are less than satisfied, what suggestions would you make about how the overall quality of service from AusIndustry staff could be improved?

C. ONLINE APPLICATION PROCESS

This section refers to your experiences in using online application or registration forms where available, and your willingness to use an online application or registration form if it became available in the future.

23. / Have you used an AusIndustry online application/registration form in the past 12 months?
[Use filter to include only those products that have used new online forms. Interviewer to make clear that the question refers to new online forms and not old downloadable Omni forms].
1. Yes [continue to q24] / 2. No [skip to q25]
  1. 1
/ Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied / [N/A]
24. / How satisfied were you with AusIndustry’s online application or registration form in terms of:
  1. the initial process that required you to obtain a user name, password and business profile before accessing the application form
/ 1 / 2 / 3 / 4 / 5 / [6]
  1. the process that allowed the application form to be saved before it was submitted
/ 1 / 2 / 3 / 4 / 5 / [6]
  1. the ease of using the form (e.g. inputting your details)
/ 1 / 2 / 3 / 4 / 5 / [6]
Definitely
[Skip to q27] / Probably
[Skip to q27] / Possibly
[Skip to q27] / Probably Not / Definitely not / [Don’t know / can’t say]
25. / Would you be willing to use a secure online application or registration form in your future dealings with AusIndustry (ie. for making an application or registration)? / 1 / 2 / 3 / 4 / 5 / [6]
26. / What are the main reasons you would probably or definitely not use a secure online application or registration form?[Prompt if necessary]
  1. No access to the internet
  2. Internet session or connection problems
  3. Time taken to complete online is too long
  4. Problems attaching documents
  5. Online form too unfriendly
  6. Remain concerned about security, even if the site is secure
  7. Other (please specify)______

27. / [If q23=2, skip to q32] Have you submitted an online application or registration form when accessing the services of another government agency or private sector company?
1. Yes [continue to q28] / 2. No [skip to q30]
Much Less Difficult / Less Difficult / Same / More Difficult / Much More Difficult
28. / How did this application or registration process compare with AusIndustry? / 1 / 2 / 3 [skip to q30] / 4 [skip to q30] / 5 [skip to q30]
29. / If the application process was less difficult, what suggestions would you make about how AusIndustry’s online application/registration process could be improved?
Very satisfied / Satisfied / Neither satisfied nor dissatisfied / Dissatisfied / Very dissatisfied / [NA]
30. / Overall how satisfied were you with AusIndustry’s online application or registration form? / 1 [skip to q32] / 2 [skip to q32] / 3 / 4 / 5 / [6]
31. / If you are less than satisfied, what suggestions would you make about how AusIndustry’s online application or registration form could be improved?

D. OVERALL SERVICE DELIVERY

This section refers to your overall assessment of AusIndustry’s services.

Very Satisfied / Satisfied / Neither Satisfied nor Dissatisfied / Dissatisfied / Very Dissatisfied
32. / How satisfied are you with AusIndustry's overall service delivery? / 1 [skip to q34] / 2 [skip to q34] / 3 / 4 / 5
33. / If you are less than satisfied, what suggestions would you make about how AusIndustry's overall delivery could be improved?

E. OTHER ISSUES, INCLUDING POLICY

34. / If you have any comments on issues not raised or if you have any suggestions on improvements that could be made please elaborate.

Thank you for participating in this survey. Your input will be valuable in
helping us improve our service to you

Interviewer: How many minutes did it take the respondent to answer this questionnaire? ______minutes

AusIndustry Hotline: 13 28 46

AusIndustry Website:

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12 May 200512 May 20059 May 2005 10:29 AM9:49 AM