Austrade: Client Service Survey 2002
AUSTRADE CLIENT SERVICE IMPROVEMENT SURVEY
MAY 2002
Screening section
INTRODUCTION
S1.
S2.
S3.
Good morning/afternoon. May I please speak to (NAMED CONTACT)?
Yes ..............................................................................1
GO TO S3
No, temporarily absent/unavailable.............................2
MAKE APPOINTMENT
No, absent during period of survey .............................3
CLOSE
No, has left organisation .............................................4
ASK S2
I am calling on behalf of Austrade, the Australian Trade Commission to conduct a
survey about the service received by your organisation from Austrade. Is there
someone who has replaced (NAMED CONTACT) that I might speak to?
Yes ..............................................................................1
GO TO S3
No, temporarily absent/unavailable.............................2
MAKE APPOINTMENT
No, absent during period of survey .............................3
CLOSE
No, no suitable replacement .......................................4
CLOSE
This is (………) from Wallis Consulting Group and I am calling on behalf of Austrade,
the Australian Trade Commission. (Your name and) the name of your organisation
has been provided to us to undertake a survey of satisfaction with Austrade’s
services and how they may be improved. The survey takes around 15 - 20 minutes.
All answers remain confidential and are not revealed to Austrade in any way that
would identify participating companies. May I go ahead now?
(IF NECESSARY: This survey has been approved by the Commonwealth
Government Statistical Clearing House. The approval number is 00355-05. You
may phone the Statistical Clearing House on (02) 6252 5285 to verify the approval
number.)
S4.
Yes ..............................................................................1
GO TO S4
No, not convenient ......................................................2
MAKE APPOINTMENT
No, refusal ...................................................................3
RECORD REASON &
CLOSE
Have you personally had dealings with Austrade in the past twelve months?
Yes ..............................................................................1
No ................................................................................2
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GO TO Q1
CHECK FOR
ALTERNATIVE
RESPONDENT ETC
Wallis Consulting Group
Austrade: Client Service Survey 2002
MAIN INTERVIEW
Section 1: Overall Ratings of Austrade
ASK ALL
Q1.
Thinking about all your dealings with Austrade in the last 12 months, how would you
rate Austrade overall? Would you say…(READ OUT) ROTATE SCALE 1 – 7 ONLY
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
Q2.
Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
IF SELECTED FOR POST INTERVIEW ASK Q3
IF SELECTED FOR AUSTRALIAN OPERATIONS GO TO Q6
Q3.
According to our records you have dealt with the (SELECTED POST) office of
Austrade in the past year, is that correct?
Yes ..............................................................................1
GO TO Q4b
No ................................................................................2
Q4a.
Q4b.
Have you dealt directly with any other overseas offices?
Yes (SPECIFY CODES FROM LIST) .........................1
GO TO Q5
No, none at all .............................................................2
GO TO Q5
Have you dealt directly with any other overseas offices?
Yes ..............................................................................1
No, none at all .............................................................2
Q5.
Have you received a service from Austrade’s Australian operations, such as advice
on exporting, or information on specific countries or markets, and so on?
Yes ..............................................................................1
GO TO QUOTA CHECK
No, none at all .............................................................2
GO TO QUOTA CHECK
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Austrade: Client Service Survey 2002
IF SELECTED FOR AUSTRALIAN OPERATIONS ASK Q6
Q6.
According to our records you have received advice or assistance from Austrade’s
Australian operations in the past 12 months. Is that correct?
Yes ..............................................................................1
GO TO QUOTA CHECK
No ................................................................................2
Q7.
Have you dealt directly with any of Austrade’s overseas offices?
Yes (SPECIFY CODES FROM LIST) .........................1
No ................................................................................2
QUOTA CHECK
Q3=1: CONTINUE
Q3 NOT 1, BUT Q4a INCLUDES POSTS STILL REQUIRED CONTINUE
IF Q6=1 OR Q5=1 AND REQUIRED FOR AUSTRALIAN OPS. QUOTA CONTINUE
OTHERS GO TO CLOSE
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ASK ALL
Q8.
Does your organisation…(READ OUT)
a) Have overseas offices or subsidiaries? ..................1
b) Directly export goods or services? ..........................2
Neither of these
IF NO TO BOTH Q8a AND 8b ASK Q8c. OTHERS GO TO Q9a
Q8c.
Is your organisation …(READ OUT)
Not currently an exporter but thinking of exporting .....1
An export consultant or adviser ..................................2
Some other kind of business (SPECIFY) ....................3
IF YES TO Q8a or Q8b OR CODE 1 AT Q8c ASK Q9a. ELSE ASK Q9b.
Q9a. In future, if your organisation were considering new or expanded exporting or
overseas investment, how likely would you be to use Austrade? Would you say..
Q9b. In future, if you were advising a company on new or expanded exporting or overseas
investment, how likely would you be to use Austrade? Would you say..
Definitely would ...........................................................1
GO TO Q10
Probably would ............................................................2
GO TO Q10
Might or might not .......................................................3
GO TO Q10
Probably would not......................................................4
Definitely would not .....................................................5
Don’t know (DO NOT READ) ......................................6
Q9c.
GO TO Q10
Why do you say that? PROBE FULLY. RECORD VERBATIM:
ASK ALL
Q10 If a friend or colleague asked you to recommend an organisation to assist them in
exporting or finding export markets, would Austrade be…
The first and main recommendation you would make .................... 1
One of a number of organisations you would recommend ............. 2
Probably not recommended by you ................................................ 3
Definitely not recommended by you ................................................ 4
Would depend - on region/type of business etc (DO NOT READ) 5
Don’t know (DO NOT READ) .......................................................... 6
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Austrade: Client Service Survey 2002
Section 2: Service received from Overseas Post
PRE Q11: IF RESPONDENT SELECTED FOR OVERSEAS POST QUOTA ASK Q11,
OTHERS GO TO SECTION 3
Q11a. Now I would like you to think specifically about your experience with (SELECTED
POST) office this year. Firstly, did you contact that office directly or did you contact
an Austrade office in Australia first?
Contacted directly .......................................................1
GO TO Q12
Spoke to someone in Australia first ............................2
Was CONTACTED BY the office
(with an export opportunity or idea etc).......................3
GO TO Q12
Don’t know .................................................................4
GO TO Q12
Q11b Did the Australian office assist in communicating your needs to the office in
(SELECTED POST) office
Yes ..............................................................................1
No ................................................................................2
Can’t say .....................................................................3
Q12.
What services did the (SELECTED POST) Austrade office provide for you?
RECORD VERBATIM. PROMPT: What others
Q13.
How would you rate the Austrade staff you dealt with at (SELECTED POST) in terms
of explaining what they could do to assist you. Would you say.. READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Not relevant/did not need explanation/
knew what I wanted from them (DO NOT READ) .......6
Don’t know ..................................................................7
Q14a. Were Austrade able to provide ALL the assistance you required?
Yes ..............................................................................1
GO TO Q15a
No ................................................................................2
Don’t know/not yet resolved ........................................3
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Q14b. Did they suggest alternative or additional sources of help or assistance?
Yes ..............................................................................1
No ................................................................................2
ASK ALL
Q15a So thinking about the service you received from the staff at (SELECTED POST)
office overall, how would you rate their UNDERSTANDING OF YOUR (THE)
BUSINESS AND ITS NEEDS? Would you say very good, good, neutral, poor or very
poor?
Q15b And how would you rate the staff in terms of BEING MOTIVATED TO HELP YOUR
BUSINESS SUCCEED? Would you say very good, good, neutral, poor or very poor?
Q15c How would you RATE THEM FOR RESPONDING PROMPTLY to your requests or
needs? (Would you say very good, good, neutral, poor or very poor?)
Q15d How would you rate that office for INFORMING YOU ABOUT IMPORTANT
ASPECTS OF THE COUNTRY’S BUSINESS PRACTICES AND CUSTOMS. (Would
you say very good, good, neutral, poor or very poor?)
Q15e. How would you rate the QUALITY OF THE INFORMATION ABOUT THE MARKET
provided by the office? (Would you say very good, good, neutral, poor or very poor?)
Q15f. How would you rate the office FOR KEEPING YOU INFORMED OF THE
PROGRESS OF THE WORK? (Would you very good, good, neutral, poor or very
poor?)
Q15g. How would you rate the office for MEETING THE OBJECTIVES YOU GAVE THEM
EXACTLY AS YOU REQUIRED? (Would you say very good, good, neutral, poor or
very poor?)
Very
good
a.
Good
Neutral
Poor
Very
poor
Don’t
know
Not
relevant
Understanding of the business and its
needs
1
2
3
4
5
6
7
b.
Motivation to help you succeed
1
2
3
4
5
6
7
c.
Responding promptly to requests or
needs
d.
Informing you about important aspects
of the country’s business practices
and customs
1
2
3
4
5
6
7
Quality of information about the
market
1
2
3
4
5
6
7
Keeping you informed of the progress
of the work
1
2
3
4
5
6
7
Meeting objectives exactly
1
2
3
4
5
6
7
e.
f.
g.
Q16a In your relationship with that Austrade office you may have provided them with
confidential information about your organisation. Are you satisfied that Austrade has
maintained the confidentiality of that information?
Yes ..............................................................................1
GO TO Q17
No ................................................................................2
Not sure .......................................................................3
Have not provided confidential information .................4
GO TO Q17
Don’t know ..................................................................5
GO TO Q17
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Q16b In what way do you think they (may) have failed to maintain confidentiality?
PROBE FULLY RECORD VERBATIM
ASK ALL
Q17a. Do you have an on-going contract or retainer with (SELECTED POST) office to
provide you with services?
Yes ..............................................................................1
GO TO Q17d
No ................................................................................2
Q17b. Has (SELECTED POST) office’s work on your project finished?
Yes ..............................................................................1
No ................................................................................2
GO TO Q18a
Q17c. When the work was finished, did the office contact you to see what further assistance
they could provide?
Yes ..............................................................................1
No ................................................................................2
Q17d. What action has been taken in the past year as a result of the services provided by
(SELECTED POST) office? PROBE FULLY. CODE AND RECORD
None, no further action ...............................................1
Other (SPECIFY) .......................................................2
GO TO Q18a
Don’t know ..................................................................3
Q17e. What has prevented action being taken based on the services provided by
(SELECTED POST) office? PROBE FULLY. CODE AND RECORD
Not enough commercial potential to justify action ......1
Company lacks resources ...........................................2
Other (SPECIFY) ........................................................3
Don’t know ..................................................................4
Q18a. So how would you rate the overall performance of the (SELECTED POST) Austrade
office in assisting you in the last 12 months? Would you say…(READ OUT)
(ROTATE SCALE 1 – 7)
Extremely good ...........................................................1
GO TO Q19a
Very good ....................................................................2
GO TO Q19a
Good ...........................................................................3
GO TO Q19a
Neutral .........................................................................4
GO TO Q19a
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
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GO TO Q19a
Wallis Consulting Group
Austrade: Client Service Survey 2002
Q18b. Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
Q19a. Were you charged for the services you received from the (SELECTED POST)
Austrade office?
Yes were/will be charged ............................................1
Some services were free, others were charged .........2
Not charged, all services were free.............................3
GO TO SECTION 4
Not charged directly, services paid for by State
Development Department or other agency .................4
GO TO SECTION 4
Q19b. Were you given a quotation in advance as to what the services would cost?
Yes ..............................................................................1
No ................................................................................2
GO TO Q19e
Don’t know ..................................................................3
Q19c. Was the basis of the quotation clear to you?
Yes ..............................................................................1
GO TO Q19e
No ................................................................................2
Don’t know ..................................................................3
GO TO Q19e
Q19d. In what way was it not clear? RECORD VERBATIM:
Q19e. Was the eventual charge in line with what you expected?
Yes ..............................................................................1
GO TO PRE Q20
No ................................................................................2
Not yet received bill/invoice ........................................3
GO TO PRE Q20
Don’t know ..................................................................4
GO TO PRE Q20
Q19f. In what way did the charge differ?
Charge was higher (SPECIFY) ...................................1
Charge was lower (SPECIFY) ....................................2
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Austrade: Client Service Survey 2002
PRE Q20: IF Q19e =1,2,4 ASK Q20a. IF Q19e=3 AND Q19b=1 ASK Q20b.
ELSE GO TO SECTION 4
Q20a. Taking account of the quality of the services you received and the charge that was
made for them how would you rate the value for money of the services from
Austrade’s (SELECTED POST) office in the last 12 months? Would you say…
READ OUT
Q20b. Taking account of the quality of the services you received and the fee that you were
quoted how would you rate the value for money of the services from Austrade’s
(SELECTED POST) office in the last 12 months? Would you say…? READ OUT
Extremely good ...........................................................1
GO TO SECTION 4
Very good ....................................................................2
GO TO SECTION 4
Good ...........................................................................3
GO TO SECTION 4
Neither good nor poor .................................................4
GO TO SECTION 4
Poor .............................................................................5
GO TO SECTION 4
Very poor .....................................................................6
GO TO SECTION 4
Extremely poor ............................................................7
GO TO SECTION 4
Don’t know (DO NOT READ) ......................................8
GO TO SECTION 4
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Wallis Consulting Group
Austrade: Client Service Survey 2002
Section 3: Service received from Australian Operations
RESPONDENTS NOT SELECTED FOR OVERSEAS POST ASK THIS SECTION
Q21a. Now I would like to ask you a little more about your experience of Austrade’s
Australian operations in the part 12 months. Was this the first time you had dealt
with Austrade?
Yes ..............................................................................1
No ................................................................................2
GO TO Q21c
Q21b. How did you FIRST CONTACT Austrade on this occasion?
Called 13 number/13 28 78 .........................................1
GO TO Q22
Via telephone (other number) .....................................2
GO TO Q22
Via email/link from web site ........................................3
GO TO Q22
Wrote to them ..............................................................4
GO TO Q22
Visited Austrade office ................................................5
GO TO Q22
Attended seminar and met them there........................6
GO TO Q22
Put in touch by export consultant/adviser .............7
GO TO Q22
Other (SPECIFY) ........................................................8
GO TO Q22
Can’t remember ..........................................................9
GO TO Q22
Q21c When did you personally first have any contact with Austrade?
2000 - early 2001 ........................................................1
1995 - 1999 .................................................................2
1990 - 1994 .................................................................3
Before 1990 .................................................................4
Can’t remember ..........................................................5
Q22.
What assistance did you want or request from Austrade (in this last year)? RECORD
VERBATIM. PROMPT: What else?
Q23.
How would you rate the Austrade staff you dealt with in terms of explaining what they
could do to assist you. Would you say..? READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Not relevant/did not need explanation/
knew what I wanted from them (DO NOT READ) .......6
Don’t know ..................................................................7
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Austrade: Client Service Survey 2002
Q24a. Were Austrade able to provide ALL the assistance you required?
Yes ..............................................................................1
GO TO Q25a
No ................................................................................2
Don’t know/not yet resolved ........................................3
Q24b. Did they suggest alternative or additional sources of help or assistance?
Yes ..............................................................................1
No ................................................................................2
ASK ALL
Q25a So thinking about the service you received from Austrade in Australia how would you
rate their UNDERSTANDING OF YOUR (THE) BUSINESS AND ITS NEEDS?
Would you say very good, good, neutral, poor or very poor?
Q25b And how would you rate BEING MOTIVATED TO HELP YOUR BUSINESS
SUCCEED? Would you say very good, good, neutral, poor or very poor?
Q25c And how would you rate AUSTRADE’S STAFF FOR RESPONDING PROMPTLY to
your requests or needs? (Would you say very good, good, neutral, poor or very
poor?)
Q25f. How would you rate the staff FOR KEEPING YOU INFORMED OF THE PROGRESS
OF THE WORK? (Would you say very good, good, neutral, poor or very poor?)
Q25g. How would you rate Austrade for MEETING THE OBJECTIVES YOU GAVE THEM
EXACTLY AS YOU REQUIRED? (Would you say very good, good, neutral, poor or
very poor?)
Very
good
a.
b.
Good
Neutral
Poor
Very
poor
Don’t
know
Not
relevant
7
Understanding of the business and its
needs
1
2
3
4
5
6
Being motivated to help business
succeed
1
2
3
4
5
6
7
c.
Responding promptly to requests or
needs
f.
Keeping you informed of the progress
of the work
1
2
3
4
5
6
7
Meeting objectives exactly
1
2
3
4
5
6
7
g.
Q26a Did you request information on any particular countries or markets?
Yes (SPECIFY) ...........................................................1
No ................................................................................2
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GO TO Q27a
Wallis Consulting Group
Austrade: Client Service Survey 2002
Q26b. How would you rate Austrade’s performance in INFORMING YOU ABOUT
IMPORTANT ASPECTS OF THE COUNTRY’S BUSINESS PRACTICES AND
CUSTOMS? (Would you say very good, good, neutral, poor or very poor?)
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Don’t know ..................................................................6
Not relevant/not requested ..........................................7
Q26c. How would you rate the QUALITY OF MARKET INFORMATION provided by
Austrade? (Would you say very good, good, neutral, poor or very poor?)
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Don’t know ..................................................................6
Not relevant/not requested ..........................................7
Q27a. In dealing with Austrade's Australian operations you may have provided them with
confidential information about your organisation. Are you satisfied that Austrade has
maintained the confidentiality of that information?
Yes ..............................................................................1
GO TO Q28a
No ................................................................................2
Not sure .......................................................................3
Have not provided confidential information .................4
GO TO Q28a
Don’t know ..................................................................5
GO TO Q28a
Q27b In what way do you think they (may) have failed to maintain confidentiality?
PROBE FULLY RECORD VERBATIM
Q28a. Has Austrade’s work for you finished?
Yes ..............................................................................1
No ................................................................................2
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GO TO Q29a
Wallis Consulting Group
Austrade: Client Service Survey 2002
Q28b. When the work was finished did Austrade’s Australian operations contact you to see
what further assistance they could provide?
Yes ..............................................................................1
No ................................................................................2
Q28c. What action has, or will be, taken as a result of Austrade’s services? PROBE
FULLY. CODE AND RECORD
None, no further action ...............................................1
Other (SPECIFY) .......................................................2
GO TO Q29a
Don’t know ..................................................................3
Q28d. What has prevented action being taken? PROBE FULLY. CODE AND RECORD
Not enough commercial potential to justify action ......1
Company lacks resources ...........................................2
Other (SPECIFY) ........................................................3
Don’t know ..................................................................4
Q29a. How would you rate the overall performance of Austrade’s Australian operations in
assisting you in the last 12 months? Would you say…(READ OUT) ROTATE
SCALE
Extremely good ...........................................................1
GO TO Q30a
Very good ....................................................................2
GO TO Q30a
Good ...........................................................................3
GO TO Q30a
Neutral .........................................................................4
GO TO Q30a
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
GO TO Q30a
Q29b. Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
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Q30a. Were you charged for the services you received from Austrade?
Yes were/will be charged ............................................1
Some were free, others were charged ........................2
No ................................................................................3
GO TO SECTION 4
Services were charged for, but paid for by State
Development/other agency .........................................4
GO TO SECTION 4
Don’t know ..................................................................5
GO TO SECTION 4
Q30b. Were you given a quotation in advance as to what the services would cost?
Yes ..............................................................................1
No ................................................................................2
GO TO Q30e
Don’t know ..................................................................3
Q30c. Was the basis of the quotation clear to you?
Yes ..............................................................................1
GO TO Q30e
No ................................................................................2
Don’t know ..................................................................3
GO TO Q30e
Q30d. In what way was it not clear? RECORD VERBATIM:
Q30e. Was the eventual charge in line with what you expected?
Yes ..............................................................................1
GO TO PRE Q31a
No ................................................................................2
Not yet received bill/invoice ........................................3
GO TO PRE Q31a
Don’t know ..................................................................4
GO TO PRE Q31a
Q30f. In what way did the charge differ?
Charge was higher (SPECIFY) ...................................1
Charge was lower (SPECIFY) ....................................2
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Austrade: Client Service Survey 2002
PRE Q31: IF Q30e =1,2,4 ASK Q31a. IF Q30e=3 AND Q30b=1 ASK Q31b.
ELSE GO TO SECTION 4
Q31a Taking into account the quality of the services you received and the charge that was
made for them how would you rate the value for money of the services from
Austrade? Would you say..? READ OUT
Q31b Taking into account the quality of the services you received and the fee that you were
quoted how would you rate the value for money of the services from Austrade?
Would you say…? READ OUT
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
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Section 4: Export Opportunities
ASK ALL
Q32. Now I would like you to think about Austrade more generally, not just the office we
have been talking about. On occasion Austrade will contact their clients with leads
for export sales or overseas investment opportunities. Have you been contacted or
received information about such opportunities FROM ANY SECTION OF
AUSTRADE in the last 12 months?
Yes ..............................................................................1
No ................................................................................2
Q33.
GO TO SECTION 5
Approximately how many times have you received this kind of information in the last
12 months from Austrade?
Once only ....................................................................1
2 – 4 times ...................................................................2
5 or more times ...........................................................3
Don’t know ..................................................................4
Q34.
Has the information you have received been relevant to your business? Would you
say...? READ OUT
All the opportunities were relevant ..............................1
Some were relevant ....................................................2
Most or all of what was received was irrelevant .........3
Don’t know (DO NOT READ) ......................................4
Q35a. Have you pursued (any of) the opportunities provided to you by Austrade?
Yes - all of them ..........................................................1
GO TO Q36
Yes, some of them ......................................................2
No, none ......................................................................3
Q35b. For what reason did you not pursue (some of) the opportunities provided to you?
RECORD VERBATIM
Too busy .....................................................................1
Not enough information given .....................................2
Company lacks resources ...........................................3
Other (SPECIFY) ........................................................4
Don’t know ..................................................................5
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Q36.
How would you rate Austrade in terms of this aspect or their work, that is proactively
providing leads and export opportunities? Would you say…? READ OUT
(ROTATE SCALE 1 - 7)
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ...........................................................7
Don’t know (DO NOT READ) ......................................8
Section 5: EMDG Scheme
ASK ALL
Q37. Before today, were you aware that Austrade provides financial assistance in the form
of Export Market Development Grants?
Yes/Aware ...................................................................1
Q38.
No/Not aware ..............................................................2
GO TO SECTION 6
Don’t know ..................................................................3
GO TO SECTION 6
How did you FIRST find out about the EMDG scheme?
(Someone at) Austrade informed me ..........................1
GO TO Q40
From friend/colleague .................................................2
Newspaper/magazine .................................................3
Export grant consultant ...............................................4
Through Industry association ......................................5
Via Austrade web site .................................................6
From accountant .........................................................7
State/Regional Development Office ............................8
Always known about it ................................................9
GO TO Q40
Other (SPECIFY) ......................................................10
Don’t know ................................................................11
Q39.
GO TO Q40
Did you subsequently talk to someone at Austrade for advice or further information
about the scheme?
Yes ..............................................................................1
No ................................................................................2
GO TO Q42a
Don’t know ..................................................................3
GO TO Q42a
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Wallis Consulting Group
Austrade: Client Service Survey 2002
Q40.
When did you LAST talk to someone at Austrade about the EMDG scheme?
Within past year ..........................................................1
Over 1 – 2 years ago...................................................2
Over 2 – 3 years ago...................................................3
GO TO Q42a
Over 3 – 4 years ago...................................................4
GO TO Q42a
More than 4 years ago ................................................5
GO TO Q42a
Don’t know ..................................................................6
GO TO Q42a
IF SPOKEN TO AUSTRADE IN PAST TWO YEARS ASK Q41a
Q41a. Did the Austrade staff clearly explain the eligibility criteria for the export grants
scheme?
Yes ..............................................................................1
No ................................................................................2
Don’t know ..................................................................3
Q41b. Did the Austrade staff clearly explain how to apply for the scheme?
Yes ..............................................................................1
No ................................................................................2
Did not need them (used an Export Market Grant
Consultant) ..................................................................3
Don’t know ..................................................................4
Q42a. Have you ever applied for assistance under the export grants scheme?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 6
Don’t know ..................................................................3
GO TO SECTION 6
Q42b. Was your application successful?
Yes ..............................................................................1
No refused ...................................................................2
Not yet determined ......................................................3
Don’t know ..................................................................4
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Austrade: Client Service Survey 2002
Section 6: Problems/Complaints
ASK ALL
Q43. Thinking back over all your dealings with any Austrade office in the past year, how
many problems or issues have you had, if any?
No real problems .........................................................1
GO TO Q47
One .............................................................................2
Two or more ................................................................3
Continual problems .....................................................4
IF CODE 2, 4 ASK Q44a IF CODE 3 ASK Q44b
Q44a. What was the nature of the problem(s) that you had?
Q44b. Please think about the problem that was of most importance to you in the past year.
What was the nature of those problem(s)? PROBE FULLY. RECORD VERBATIM:
RECORD POST AND PROBLEM
Q45a How did you attempt to handle the problem (s)? RECORD ALL ANSWERS
Contacted (in person/phone etc) Austrade staff .........1
Made a complaint ........................................................2
Disputed/refused to pay bill ........................................3
Engaged another agency/consultant ..........................4
Other (SPECIFY) ........................................................5
IF COMPLAINT CODED (CODE 2) ASK Q45b. ELSE SKIP TO Q46a
Q45b. How would you rate the way the complaint was dealt with by Austrade? Would you
say they were… READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Don’t know (DO NOT READ) ......................................6
Q46a. Were the problems eventually resolved to your satisfaction?
Yes ..............................................................................1
GO TO Q47
No ................................................................................2
Q46b. Would you like someone from Austrade to contact you further about this matter?
Yes ..............................................................................1
TAKE DETAILS
No ................................................................................2
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Wallis Consulting Group
Austrade: Client Service Survey 2002
ASK ALL
Q47. During the past year have you experienced any instance of outstanding service from
Austrade?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 7
Don’t know ..................................................................3
GO TO SECTION 7
IF YES:
Q48. Please tell me what actually happened that you found particularly good – what made
that an example of outstanding service? PROBE FULLY. RECORD VERBATIM:
Section 7: Austrade Website
ASK ALL
Q49. Thinking now about Austrade’s web site. Have you ever accessed the Austrade web
site?
Yes ..............................................................................1
No ................................................................................2
Q50.
GO TO SECTION 8
When did you last visit the web site? Was it READ OUT
This year/last six months ............................................1
Last year/2001 ............................................................2
Previous year that is 2000 .........................................3
Before 2000 .................................................................4
Can’t remember ..........................................................5
Q51.
How would you rate the usefulness of the web site to you. Would you say...?
(READ OUT)
Very useful ..................................................................1
Useful ..........................................................................2
Not very useful ............................................................3
Not at all useful ...........................................................4
Don’t know (DO NOT READ) ......................................5
Q52.
What, if anything, would make the Austrade web site more useful to you? PROBE
FULLY. RECORD VERBATIM:
Q53.
Are you likely to visit Austrade’s web site again?
Yes ..............................................................................1
No ................................................................................2
Don’t Know ..................................................................3
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Wallis Consulting Group
Austrade: Client Service Survey 2002
Section 8: Other Organisations/Improvements
ASK ALL
Q54a. Thinking now about OTHER organisations that provide export advice or services.
From which of the following types of organisations have you sought export advice or
services in the past 12 months? READ OUT.
IF NONE GO TO Q57. IF ONE ONLY GO Q55. IF MORE THAN ONE ASK Q54b
Q54b. Which of those did you make most use of in the past 12 months?
RECORD ONE ONLY
Q54a
ALL
used
Q54b
Used
MOST
State government department
1
1
Industry Association
2
2
Management/marketing consultant
3
3
Export agent
4
4
Local agency in country concerned
5
5
Any other (SPECIFY)
6
6
None
7 (GO TO Q57)
ASK Q55 ABOUT THE ONE ORGANISATION MENTIONED AT EITHER Q54a OR Q54b
Q55. Thinking then about (ORGANISATION AT Q54) do you regard the services of that
organisation as complimentary to Austrade or as an alternative to Austrade’s
services?
Complimentary service ...............................................1
Alternative ...................................................................2
Can’t say .....................................................................3
Q56.
(When you do) why do you use the services of (ORGANISATION AT Q54) instead of
Austrade? RECORD VERBATIM. PROBE FULLY
ASK ALL
Q57. So, overall what would you suggest that Austrade do to improve its services in the
coming year? PROBE FULLY. RECORD VERBATIM:
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Wallis Consulting Group
Austrade: Client Service Survey 2002
Section 9: Organisation Details
READ OUT: Now we have just a few more questions for classification purposes.
CHECK Q8c: IF CODED 2 (EXPORT CONSULTANT/ADVISER) ASK Q58. ALL OTHERS
GO TO Q63.
Q58.
Thinking about the company that you represented when you received the Austrade
service, and particularly the Australian operations of that company. Approximately
how many employees does that company currently have within Australia?
READ OUT.
1 - 4 .............................................................................1
5 - 19 ...........................................................................2
20 to 49 .......................................................................3
50-99 ...........................................................................4
100 - 199 .....................................................................5
200-499 .......................................................................6
500 or more .................................................................7
Don’t know ..................................................................8
Q59.
Is that company an exporter or just thinking about getting into exporting?
Exporter .......................................................................1
Thinking about exporting .............................................2
Q60.
GO TO Q62
For how long has that company been exporting?
Less than 1 year ..........................................................1
1-2 years .....................................................................2
3-5 years .....................................................................3
6-10 years ...................................................................4
11-15 years .................................................................5
More than 15 years .....................................................6
Don’t know ..................................................................7
Q61.
How many countries do they export to? READ OUT.
1 to 4 ...........................................................................1
5 to 9 ...........................................................................2
10 to 19 .......................................................................3
20 or more ...................................................................4
Don’t know ..................................................................5
Q62.
What goods or service does that company export/is that company thinking of
exporting? PROBE FULLY
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Austrade: Client Service Survey 2002
CHECK Q1a, b AND c IF CODE1 TO ANY ASK Q63. OTHERS GO TO CLOSE
Q63. Approximately how many employees does your company currently have within
Australia? READ OUT.
1 - 4 .............................................................................1
5 - 19 ...........................................................................2
20 to 49 .......................................................................3
50-99 ...........................................................................4
100 - 199 .....................................................................5
200-499 .......................................................................6
500 or more .................................................................7
Don’t know ..................................................................8
IF CODE 1 AT Q1a OR Q1b ASK Q64 OTHERS GO TO Q67
Q64. For how long has your company been exporting?
Less than 1 year ..........................................................1
1-2 years .....................................................................2
3-5 years .....................................................................3
6-10 years ...................................................................4
11-15 years .................................................................5
More than 15 years .....................................................6
Don’t know (DO NOT READ) ......................................7
Q65.
How many countries do you export to (operate in)? READ OUT.
1 to 4 ...........................................................................1
5 to 9 ...........................................................................2
10 to 19 .......................................................................3
20 or more ...................................................................4
Don’t know (DO NOT READ) ......................................5
Q66.
What goods or services does your company export/is your company thinking of
exporting? PROBE FULLY
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Wallis Consulting Group
Austrade: Client Service Survey 2002
Q67a. As best you know, is the turnover of your organisation in Australia less than or more
than 5 million dollars per year?
Less than $5 million ....................................................1
ASK Q67b
$5 million or more........................................................2
GO TO Q67c
Don’t know ..................................................................3
GO TO CLOSE
Refused .......................................................................4
GO TO CLOSE
Q67b. Approximately what would be the annual turnover of your organisaton in Australia?
READ OUT
Up to $100,000............................................................1
$100, 000 to $499,000 ................................................2
$500,000 to $1.9 million ..............................................3
$2 million to $4.9 million ..............................................4
Don’t know (DO NOT READ) ......................................9
Refused .....................................................................10
Q67c. Approximately what would be the annual turnover of your organisation in Australia?
READ OUT
$5 to $19.9 million .......................................................5
$20 to $49.9 million .....................................................6
$50 to $99.9 million ....................................................7
$100 million or more....................................................8
Don’t know (DO NOT READ) ......................................9
Refused .....................................................................10
CLOSE - THANK RESPONDENT AS FOLLOWS:
That was my final question. On behalf of Austrade and Wallis Consulting Group may I thank
you for giving us this interview. You have our assurance that your answers will be kept
confidential. After analysis of the survey, which will take about three months, all names and
contact information will be removed and destroyed.
WG2164 DRAFT 3 30/06/16)
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Wallis Consulting Group