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 provide will 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.
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Do you typically engage the services of an agent (eg. independent accountant, consultant) who acts on
your behalf in your dealings with AusIndustry?
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2
1 Yes
5.
2 No
Please indicate the position you hold in your organisation?
1
2
3
4
5
6
Director or Proprietor
Executive Officer
Managerial
Accountant (in-house only)
Technical Staff
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.
2.
3.
4.
5.
6.
7.
7.
Visited AusIndustry website
Visited other government
agency website
Search on the Internet
Industry association
recommendation
Attending conference or
seminar
Newspaper or magazine item
Accountant, consultant or
advisor recommendation
9.
16.
17.
Contacting AusIndustry Hotline
Business Entry Point
Newsletter
Word of mouth recommendation
Direct mail
Direct email
Direct phone call from AusIndustry
Contacting AusIndustry Customer Service
Manager
Other (Please Specify)________________
Don’t know / can’t remember [skip to q8]
Is this where you would normally expect to get this type of general information?
1 Yes [skip to q9]
8.
8.
9.
10.
11.
12.
13.
14.
15.
2 No [continue to q8]
Where would you normally expect to obtain general information on government industry assistance
products? [Multiple response]
[Prompt if necessary]
8.
Business Entry Point
1.
AusIndustry website
9.
Newsletter
2.
Search on the Internet
10.
Direct mail
3.
Industry association
11.
Direct email
4.
Attending conference or
12.
Direct phone call from AusIndustry
seminar
13.
Contacting AusIndustry Customer Service
5.
Newspaper or magazine item
Manager
6.
Accountant, consultant or
14.
Other (Please Specify)_________________
advisor
7.
Contacting AusIndustry Hotline
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?
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Very clear
Clear
1 [skip to
2 [skip to
q11]
q11]
Neither clear
nor unclear
Unclear
Very Unclear
[N/A]
3
4
5
[6]
3
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
[For any ‘yes’ to q11a –q11e] Which channels did
you use to obtain this information? [Multiple
response]
a.
b.
c.
d.
e.
f.
12.
g.
h.
i.
j.
k.
l.
AusIndustry Website
AusIndustry Hotline
Talking to AusIndustry Staff
AusIndustry workshop or information session
AusIndustry Email bulletin
Other AusIndustry channel [please
specify]_____________________________
Private Sector Consultant
Colleague
Industry association
Friend or relative
Word of mouth
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
1
2
3
4
5
[If answered ‘yes’ to any q11a-q11e] How
13.
14.
satisfied were you with the usefulness of
this information?
If you are less than satisfied, what
suggestions would you make about how
the usefulness of the information could
be improved?
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4
15.
16.
Overall, how satisfied are you with the
information available?
Very Satisfied
Satisfied
1 [skip to
2 [skip to
q17]
q17]
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Very
Dissatisfied
3
4
5
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
Very
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Very
Dissatisfied
[N/A]
a. How satisfied are you that
AusIndustry’s processes are clear to
follow and understand
1
2
3
4
5
[6]
b. How satisfied are you that
AusIndustry’s processes are consistent
1
2
3
4
5
[6]
c. 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]
3
4
5
[6]
1.
17.
18.
1
This question requires you to rate your
satisfaction with the following
statements regarding the transparency of
AusIndustry’s processes:
Overall, how satisfied are you with the
1 [skip to
various processes you had to go through
q20]
in participating in the program(s)?
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2 [skip to
q20]
5
19.
If you are less than satisfied, what suggestions would you make about how AusIndustry's processes could
be improved?
22.
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:
a.
Strongly
agree
Agree
Neither
agree nor
disagree
Disagree
Strongly
disagree
[N/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]
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Very
Dissatisfied
[N/A]
3
4
5
[6]
Overall Quality of Customer Service from Staff
Very
Satisfied
21.
Overall how satisfied are you with the
1 [skip to 2 [skip to
quality of customer service you received
q23]
q23]
from AusIndustry staff?
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?
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6
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.
Have you used an AusIndustry online application/registration form in the past 12 months?
23.
[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]
Very
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Very
Dissatisfied
[N/A]
a. 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]
b. the process that allowed the
application form to be saved before it
was submitted
1
2
3
4
5
[6]
c. the ease of using the form (e.g.
inputting your details)
1
2
3
4
5
[6]
Possibly
[Skip to q27]
Probably
Not
Definitely
not
[Don’t know
/ can’t say]
3
4
5
[6]
2.
24.
2. No [skip to q25]
1
How satisfied were you with
AusIndustry’s online application or
registration form in terms of:
Definitely
Probably
[Skip to q27] [Skip to q27]
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)?
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) ________________________________
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1
2
7
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
1
2
More
Difficult
Same
Much More
Difficult
28.
How did this application or registration process
compare with AusIndustry?
29.
If the application process was less difficult, what suggestions would you make about how AusIndustry’s
online application/registration process could be improved?
3 [skip to 4 [skip to
q30]
5 [skip to
q30]
q30]
Very
satisfied
Satisfied
Neither
satisfied nor
dissatisfied
Dissatisfied
Very
dissatisfied
[NA]
1 [skip
to q32]
2 [skip
to q32]
3
4
5
[6]
30.
Overall how satisfied were you with
AusIndustry’s online application or
registration form?
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.
32.
33.
How satisfied are you with AusIndustry's
overall service delivery?
Very Satisfied
Satisfied
1 [skip to
2 [skip to
q34]
q34]
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Very
Dissatisfied
3
4
5
If you are less than satisfied, what suggestions would you make about how AusIndustry's overall delivery
could be improved?
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8
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: http://www.ausindustry.gov.au/
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