Attachment A
GEMS Stakeholder Satisfaction Survey – 2015/16
Results
The Greenhouse and Energy Minimum Standards (GEMS) Regulator commissioned a survey of users of the GEMS registration service and the Energy Rating Team (ERT) in December 2015. This followed feedback from industry and identified reporting needs from the Commonwealth’s Regulator Performance Framework.
Methodology and Response
The first GEMS Stakeholder Satisfaction Survey was conducted in early May 2016 using the Department of Industry, Innovation and Science’s online survey tool, the Consultation Hub. People who had, in the last 12 months, either registered a product or made an enquiry of the Energy Rating Team were invited to complete the survey. 773 invitations were sent with a 20% response rate: an excellent result for online surveys. Some 33% of respondents identified as located in China or Taiwan. This is consistent with the percentage of stakeholders from these countries invited to participate in the survey.
Results
Respondents were asked to rate their overall satisfaction with product registration and/or the energy rating team on a five point scale. Not taking into account the neutral rating (neither satisfied nor dissatisfied) the overall satisfaction rating (very satisfied/satisfied) was 77% (rounded). This is a very high satisfaction rating for surveys using this scale.
Respondents were also asked to rate service by their agreement with a number of statements such as registrations/enquiries being handled in a timely and professional manner and if they agreed that the process was improving over time. The results against these questions are contained in Attachment A.
Reporting
The results will be published on energyrating.gov.au and in the department’s Annual Report. They will contribute to the report on the GEMS Regulator’s performance required under the Regulator Performance Framework. The survey will be conducted annually in May and future performance benchmarked against the baseline provided by this inaugural survey.
GEMS Stakeholder Satisfaction Survey Results
Graphs 2016
Responses by question
Question: On the last occasion that you registered a product and/or contacted the Energy Rating Team, how satisfied were you with the service that you received?
Overall satisfaction
Responses by question - Users of the Registration service
Responses by question - Users of the Energy Rating Team
Figure 7: "My enquiry was resolved in a timely manner"
Figure 8: "The Energy Rating Team handled my enquiry in a professional manner"
Figure 9: "Communication with the Energy Rating Team was clear, accurate and relevant"
Figure 10: "The enquiry process through the Energy Rating Team is improving over time"
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