Job No. J2121 – Code Frame
CODE FRAME
PREPARED FOR DATA ENTRY DEPARTMENT 212RESEARCH GROUP
CODE FRAME CCB SURVEY – CONSUMER COMPLAINT BEHAVIOUR
TO DATA ENTRY PERSONNEL
INSTRUCTIONS: THIS SHOWS WHERE EACH ANSWER WILL GO IN THE DATABASE.
NOTE THE DIRECTIONS ATTACHED TO SOME QUESTIONS.
FOR MULTIPLE RESPONSE QUESTIONS YOU MUST ENTER EITHER THE CIRCLED NUMBER OR A 99 IF IT IS NOT CIRCLED.
IF RESPONDENT ANSWERED QUESTIONNAIRE A THEN ALL RESPONSES FOR QUESTIONNAIRE B (VAR00075 TO VAR00114) WILL BE BLANK (IE. A ‘.’ – THE SPSS SYSTEM VARIABLE.) IF QUESTIONNAIRE B IS ANSWERED THEN ALL THE ANSWERS FROM VAR00008 TO VAR000074 WILL BE BLANK IE ‘.’
INTERVIEW Sequence: 1…2…3…4 (Seqno VAR00001) INTERVIEWER Number ____(Intno VAR00002)
THE 212RESEARCH GROUP: JOB No: J2121Questionnaire Ver2 Final (1-09-01 8:03:am)
Introduction:
Hello, my name is <..…..>. Could I ……………….
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Job No. J2121 – Code Frame
IF RESPONDENT AGREES > CONTINUE
Firstly, a few questions to check that you fit into the categories of people I need to contact.
S1.Are you doing a course at a tertiary institution?
Yes...... 1(VAR00003)
No ...... 2
S2.RECORD SEX OF RESPONDENT
Male...... 1(VAR00004)
Female ...... 2
S3.Do you have access to the internet on a regular basis?
Yes...... 1(VAR00005)
No (TERMINATE THIS INTERVIEW)..2
We are interested in any dissatisfaction you have had with products and services purchased in recent months.
S4.. Have you made a complaint to a company or organization about a product or service you have purchased in the last 12 months?
Yes (USE QUESTIONNAIRE A – START at Q1)...... 1(VAR00006)
No ...... 2
S5. Have you wanted to make a complaint about a product or service you have purchased in the last 12 months?
Yes (USE QUESTIONNAIRE B – START AT Q10)...... 1(VAR00007)
No ...... 2
CHECK YOUR QUOTAS FOR SEX, INTERNET ACCESS AND BEHAVIOUR : IF RESPONDENT QUALIFIES CONTINUE, OTHERWISE STOP.
QUESTIONNAIRE A – MADE A COMPLAINT IN THE LAST TWELVE MONTHS.
Q1. Thinking of the last time you complained about a product or a service. What product or service did you complain about?
WRITE IN DESCRIPTION(VAR00009)______
______
(codingq1 and codingqq – For coding into numerical categories
Q2. Using a scale of 1 to 10, can you tell me how dissatisfied you were with the product or the service. A 10 means you were extremely dissatisfied and a 1 means that you were only a little dissatisfied.
WRITE IN ______(VAR000010)
Q3. For that complaint did you complain directly to the company? IF YES Was that ……(READ OUT AND CIRCLE ALL MENTIONED)
No - Did not complain directly...... 1(VAR00011)
By a personal visit...... 2(VAR00012)
By telephone...... 3(VAR00013)
By letter...... 4(VAR00014)
By email...... 5(VAR00015)
By fax...... 6(VAR00016)
By another method...... 7(VAR00017)
Q4. Did you contact any other group about the problem? IF YES Was that…..(READ OUT AND CIRCLE ALL MENTIONED)
No - Did not complain to any group...... 1(VAR00018)
To the retailer or service provider...... 2(VAR00019)
To a consumer group...... 3(VAR00020)
To a government department...... 4(VAR00021)
To a legal body...... 5(VAR00022)
To the media (newspaper, TV or radio)...... 6(VAR00023)
To another group...... 7(VAR00024)
Q5. Did you talk about it with any other people? IF YES Was that ……(READ OUT AND CIRCLE ALL MENTIONED)
No - Did not talk about it...... 1(VAR00025)
To family members...... 2(VAR00026)
To friends or acquaintances...... 3(VAR00027)
To work colleagues...... 4(VAR00028)
To other people...... 5(VAR00029)
Q6. Thinking of the objectives you had in complaining ; Could you put these six objectives in order of importance in terms of your preference for an outcome? (READ OUT)-What was your first objective? And you second objective? (CONTINUE – MAKE SURE ALL RANKS ARE INCLUDED FROM 1 tO 6)
To have the product replaced...... ____(VAR00030)
To have my money refunded...... ____(VAR00031)
To make sure they knew I was dissatisfied...... ____(VAR00032)
To let others know about the poor product or service...... ____(VAR00033)
To get rid of my own frustrations with the purchase...... ____(VAR00034)
To get something else for free...... ____(VAR00035)
Q7. Using a scale of 1 to 10 how satisfied were you with the outcome of your complaint? Here 10 means you were very satisfied and 1 means you were very dissatisfied?
WRITE IN ______(VAR00036)
READ OUT Now we would like to know what you do and how you feel about complaining when you are dissatisfied with a product or service?
BEHAVIOURS
Q8. Looking at this card (HAND SHOWCARD 1 TO RESPONDENT), could you tell me how often you have taken these actions? (ROTATE STARTING POINT[1]).
Can’t Say (WRITE IN) = 99
Write In
Q8a / Walked out of a restaurant because the service was too slow or too bad / (VAR00037)Q8b / Returned a product to a retailer because you were dissatisfied with its performance / (VAR00038)
Q8c / Called a complaints line to complain about service you have received / (VAR00039)
Q8d / Told work colleagues about the poor service you received / (VAR00040)
Q8e / Contacted a government department or agency about a problem / (VAR00041)
Q8f / * Written to a company to tell them of their poor performance / (VAR00042)
Q8g / Posted a product back for a refund because you were dissatisfied with it / (VAR00043)
Q8h / Complained to a waiter about the quality or preparation of food provided / (VAR00044)
Q8i / Decided not to purchase a product again because you were dissatisfied / (VAR00045)
Q8j / Changed the supplier of a service because of their poor performance / (VAR00046)
Q8k / Sent an email to a company to make a complaint / (VAR00047)
Q8l / Returned some clothes you purchased without a real complaint in mind / (VAR00048)
Q8m / Contacted the media such as radio, TV or newspaper / (VAR00049)
Q8n / Decided not to visit a restaurant again / (VAR00050)
Q8o / Discussed the poor performance of a product or service with friends / (VAR00051)
Q8p / Contacted a consumer group / (VAR00052)
ATTITUDES
Q9. I’ll read out some statements other people have made about making complaints and get you to tell me if you agree or disagree with each. (HAND SHOWCARD 2 TO RESPONDENT) -
PROBE Is that strongly agree/disagree or just agree/disagree. (ROTATE STARTING POINT).
Can’t Say (WRITE IN) = 99
Write In
Q9a / I’ll use a retailer again who happily replaces my faulty purchases / (VAR00053)Q9b / Making a complaint is quite stressful / (VAR00054)
Q9c / Companies are more worried about profits than giving good quality products / (VAR00055)
Q9d / It usually is too difficult to complain about poor service / (VAR00056)
Q9e / * Nothing ever changes after I have complained about poor service / (VAR00057)
Q9f / The only way to get a response is to threaten legal action / (VAR00058)
Q9g / I don’t have the confidence to adequately explain my dissatisfaction / (VAR00059)
Q9h / It helps to resolve complaints if there is some publicity in the media / (VAR00060)
Q9i / Companies don’t really care if I am dissatisfied with their product / (VAR00061)
Q9j / When I make a complaint I have a particular outcome in mind / (VAR00062)
Q9k / I quite enjoy getting justice when I make a complaint / (VAR00063)
Q9l / Most companies handle my complaints quite well / (VAR00064)
Q9m / There are more poor quality products on the market than there used to be / (VAR00065)
Q9n / People these days complain about even the most minor issues / (VAR00066)
Q9o / There should be more legal controls on the level of quality companies must produce / (VAR00067)
Q9p / Its not worth the cost and time to complain about things / (VAR00068)
Q9q / I would never complain about products under $20 in value / (VAR00069)
Q9r / I often wish I could tell everyone about my complaint / (VAR00070)
Q9s / Companies should answer for the poor quality things they produce / (VAR00071)
Q9t / It’s best to complain directly to a real person / (VAR00072)
Q9u / I get my frustrations out when I can make a complaint / (VAR00073)
Q9v / Consumer groups should do more to record things people complain about / (VAR00074)
GO TO Q15
QUESTIONNAIRE B – HAVE WANTED TO COMPLAIN IN THE LAST 12 MONTHS
Q10. Thinking of the last time you wanted to complain about a product or a service but didn’t. What product or service was that?
WRITE IN DESCRIPTION(VAR00076)______
______
(codingr1 and codingrr – For coding into numerical categories)
Q11. Using a scale of 1 to 10, can you tell me how dissatisfied you were with the product or service. A 10 means you were extremely dissatisfied and a 1 means that you were only a little dissatisfied.
WRITE IN ______(VAR00077)
Q12. For that issue how important (HAND SHOWCARD 3 TO RESPONDENT) were each of these points in your not actually making a complaint to the company or to another group? (ROTATE STARTING POINT).
Can’t Say (WRITE IN) = 99
READ OUT / Write InQ12a / Didn’t know who to complain to / (VAR00078)
Q12b / Not a serious enough issue / (VAR00079)
Q12c / *Cost too much to complain / (VAR00080)
Q12d / Too difficult to complain / (VAR00081)
Q12e / Didn’t have time to make the complaint / (VAR00082)
Q12f / The cost of the item didn’t matter / (VAR00083)
Q12g / Didn’t know how to explain the problem / (VAR00084)
Q12h / Didn’t keep receipts or purchase records / (VAR00085)
Q12i / Didn’t expect any satisfactory outcome / (VAR00086)
Q12j / Wanted to avoid an argument / (VAR00087)
Q13. Did you talk about it with any other people? IF YES Was that ……(READ OUT AND CIRCLE ALL MENTIONED)
No - Did not talk about it...... 1(VAR00088)
To family members...... 2(VAR00089)
To friends or acquaintances...... 3(VAR00090)
To work colleagues...... 4(VAR00091)
To other people...... 5(VAR00092)
ATTITUDES
Q14. I’ll read out some statements other people have made about making complaints and get you to tell me if you agree or disagree with each. (HAND SHOWCARD 2 TO RESPONDENT) -
PROBE Is that strongly agree/disagree or just agree/disagree. (ROTATE STARTING POINT).
Can’t Say (WRITE IN) = 99
Write In
Q14a / I’ll use a retailer again who happily replaces my faulty purchases / (VAR00093)Q14b / Making a complaint is quite stressful / (VAR00094)
Q14c / Companies are more worried about profits than giving good quality products / (VAR00095)
Q14d / It usually is too difficult to complain about poor service / (VAR00096)
Q14e / * Nothing ever changes after I have complained about poor service / (VAR00097)
Q14f / The only way to get a response is to threaten legal action / (VAR00098)
Q14g / I don’t have the confidence to adequately explain my dissatisfaction / (VAR00099)
Q14h / It helps to resolve complaints if there is some publicity in the media / (VAR000100)
Q14i / Companies don’t really care if I am dissatisfied with their product / (VAR000101)
Q14j / When I make a complaint I have a particular outcome in mind / (VAR000102)
Q14k / I quite enjoy getting justice when I make a complaint / (VAR00103)
Q14l / Most companies handle my complaints quite well / (VAR00104)
Q14m / There are more poor quality products on the market than there used to be / (VAR00105)
Q14n / People these days complain about even the most minor issues / (VAR00106)
Q14o / There should be more legal controls on the level of quality companies must produce / (VAR00107)
Q14p / Its not worth the cost and time to complain about things / (VAR00108)
Q14q / I would never complain about products under $20 in value / (VAR00109)
Q14r / I often wish I could tell everyone about my complaint / (VAR00110)
Q14s / Companies should answer for the poor things they produce / (VAR00111)
Q14t / It’s best to complain directly to a real person / (VAR00112)
Q14u / I get my frustrations out when I can make a complaint / (VAR00113)
Q14v / Consumer groups should do more to record things people complain about / (VAR00114)
INTERNET USAGE
Q15. Do you have Internet access from……(READ OUT AND CIRCLE ALL MENTIONED)
home...... 1(VAR00115)
work...... 2(VAR00116)
university...... 3(VAR00117)
other place...... 4(VAR00118)
Q16. How many emails would you receive on an average day?
WRITE IN ______(VAR00119)
Recoded Q16 to categories (va119cat)
Q17. How much time would you spend looking at things on the WWW in an average day.
WRITE IN ______(VAR00120)
Recoded Q17 to categories (va120cat)
Q18. Have you ever purchased a product on the internet?
Yes...... 1(VAR00121)
No...... 2
Q19. Have you ever made a complaint via email or on the WWW?
Yes...... 1(VAR00122)
No...... 2
CONCEPT TEST
A company that is involved with the Internet is thinking about setting up a site on the World Wide Web (WWW) where you can lodge complaints or comments about products and services you have purchased?
Q20. What do you think are the strengths of this idea? (RECORD VERBATIM)
PROBE > Is there anything else?
Recoded to numeric categories (q20coding)
Q21. And what are its weaknesses? (RECORD VERBATIM)
PROBE > Is there anything else?
Recoded to numeric categories (q21coding)
Q22. Imagine that you actually used this WEB SITE to make a complaint such as the one you mentioned previously. What would you want the company to do with the complaint you have made? (READ OUT AND CIRCLE ALL MENTIONED)
Send it to the company concerned...... 1(VAR00125)
Send it to the company concerned demanding a response back to me...... 2(VAR00126)
Publicise the problem on the web site...... 3(VAR00127)
Allow others to contact me about similar problems they may have had...... 4(VAR00128)
Send it to the fair trading section of the government...... 5(VAR00129)
Nothing...... 6(VAR00130)
Can’t say / Don’t know...... 7(VAR00131)
Q23. How likely would you be to use such a WEB SITE to describe a complaint? (READ OUT)
Very likely...... 1(VAR00132)
Just likely...... 2
Neither likely or unlikely...... 3
Unlikely...... 4
Very Unlikely...... 5
Don’t know / Can’t say...... 6
Q24. If you had used this WEB SITE, what actions would you take as well? (READ OUT AND CIRCLE ALL MENTIONED)
Would take no other action...... 1(VAR00133)
Complain to the company directly...... 2(VAR00134)
Complain to the retailer or service provider...... 3(VAR00135)
Report to a consumer group...... 4(VAR00136)
Report to a government department...... 5(VAR00137)
Contact a legal body...... 6(VAR00138)
Contact the media (newspaper, TV or radio)...... 7(VAR00139)
Discuss with family members...... 8(VAR00140)
Discuss with friends or acquaintances...... 9(VAR00141)
Discuss with work colleagues...... 10(VAR00142)
Don’t Know / Can’t Say...... 11(VAR00143)
DEMOGRAPHICS
Finally I would like to ask you a few questions to make sure that we a getting a good cross-section of the population in our survey.
Q25. Which of these age groups do you fall into? ...(READ OUT)
12-17 yrs...... 1(VAR00144)
18-24 yrs...... 2
25-34 yrs...... 3
35-44 yrs...... 4
45-54 yrs...... 5
55-64 yrs...... 6
Over 64 yrs...... 7
(DO NOT READ) (refused)...... 89
Q26. Please stop me when I come to the last education level you completed.
(Read Categories - Be sure to get highest grade Completed)
Some high school or less...... 1(VAR00145)
Completed high school...... 2
Technical qualification or apprenticeship...... 3
Some TAFE or University...... 4
Completed TAFE or University...... 5
Post Graduate studies or advanced degree...... 6
(DO NOT READ) (Refused)...... 89
Q27. What is your marital status? ...(READ OUT)
Single, never married...... 1(VAR00146)
Married...... 2
Widowed...... 3
Divorced...... 4
Separated,...... 5
(DO NOT READ) (Refused)...... 89
Q28. Which of the following would best describe your household ...(READ OUT)
Single or peer group...... 1(VAR00147)
Young couple - no children...... 2
Family - all children at home under 6 years...... 3
Middle family - children mainly 7-12...... 4
Older family - children mainly 13+ ...... 5
Mature couple – no children at home...... 6
Mature single...... 7
(DO NOT READ) (Refused)...... 89
Q29. Are you currently employed outside the house FULL-TIME, that is, 35 hours a week, or PART-TIME, that is, less than 35 hours a week, or not at all?
Full-time...... 1(VAR00148)
Part-time...... 2
Not at all...... 3
(Refused)...... 89
Q30. What is the occupation of the main income earner in your household? PROBE PREVIOUS OCCUPATION FOR RETIRED/UNEMPLOYED.
Occupation...... Record IN table 1(VAR00149)
TABLE 1 - OCCUPATIONS
Occupation Codes / Code Q30Professional or technical (eg. accountant, artist, computer specialist, dentist, engineer, lawyer, librarian, nurse, physician, scientist, teacher, technician, writer, etc.) / 1
Manager or administrator (except on a farm) / 2
Sales worker (eg. insurance salesperson, real-estate agent, sales clerk, stockbrokers, etc.) / 3
Clerical worker (eg. bank teller, bookkeeper, cashier, office clerk, postal worker, secretary, teacher's aide, telephone operator, etc.) / 4
Crafts worker (eg. baker, carpenter, electrician, foreman, jeweller, mechanic, painter, plumber, tailor, etc.) / 5
Farmer, farm manager, or farm labourer / 6
Unemployed / 7
Military/Armed forces / 8
Retired / 9
Student / 10
Homemaker/Home Duties / 11
Service worker or private household worker (eg. barber, bartender, cook, dental assistant, dishwasher, firefighter, janitor, nursing aide, policy officer, usher, waiter, etc.) / 12
REFUSED / 13
Finally could I please have you first name and telephone number as my supervisor may wish to confirm that this interview is genuine?
First NamePhone Number[2]
Thank you for assisting us with this survey, we do appreciate your time.
DECLARATION OF INTERVIEWER:
I declare that this is a true and accurate record of interview
Interviewer's Signature ......
Date ...... /...... / 2000
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[1]For your first questionnaire start with the statement marked *. Start with the next statement on your second questionnaire and so on.
[2] EXPLAIN IF REQUIRED : This information will remain confidential.