-
QUESTIONNAIRE
2002/2003
TELECOMMUNICATIONS CONSUMER
SATISFACTION SURVEY
(SCH Approval no. )
Panel:
Urban ................................... 1
Rural .................................... 2
Remote ................................ 3
State/Territory:
NSW..................................... 1
Vic ........................................ 2
Qld ....................................... 3
SA ........................................ 4
WA ....................................... 5
Tas ....................................... 6
ACT ...................................... 7
TALLY REFUSALS
QUAL. REFUSALS
ELIGIBILITY:
Males or females aged 18 years or over
SECTION A: APPROACH AND INTRODUCTION
READ INTRODUCTION: Good (morning/afternoon/evening), my name is (SAY NAME) from Roy Morgan Research, the people who conduct the
Gallup Poll. Today we are doing a survey on behalf of the Federal Government and we would like to hear about your views on telecommunication
services. If you choose to participate, the information and opinions you provide will be used only for research purposes.
IF HOUSEHOLD SAMPLE, SAY I need to speak to someone in the household aged 18 years or over who is responsible for decisions about the
telephone service.
IF SMALL BUSINESS SAMPLE, SAY I need to speak to the person in the business who is responsible for decisions about the telephone service.
WHEN RESPONDENT AVAILABLE, REPEAT INTRODUCTION IF NECESSARY.
IF REMOTE SAMPLE ASK AA ELSE GO TO A.1
AA.
Is this telephone number mainly for business or mainly for personal use?
PERSONAL 1
BUSINESS 2
IF REMOTE RESPONDENT IS PERSONAL, USE HOUSEHOLD PHRASING.
BUSINESS, USE SMALL BUSINESS PHRASING & SCREENER
A.1
Occupations are of interest to us in this survey. Could you please tell me if you (or any member of your household work in one
of the following industries? READ OUT
*
*
TRAVEL AGENCY ............................................................................................................................... 1
MANUFACTURER OR RETAILER
OF TELECOMMUNICATIONS PRODUCTS ....................................................................................... 2
INSURANCE ........................................................................................................................................ 3
MARKET RESEARCH ......................................................................................................................... 4
TELEPHONE OR TELECOMMUNICATIONS SERVICES................................................................. 5
CHEMIST/PHARMACY ....................................................................................................................... 6
IF YES TO ANY OCCUPATION MARKED *, TALLY AND TERMINATE
IF SMALL BUSINESS INTERVIEW, ASK A.2 AND A.3
IF HOUSEHOLD INTERVIEW, GO TO B.1
A.2
IF REMOTE RESPONDENT IS
Is your business a manufacturing business?
YES .......................................................................... 1
NO ............................................................................ 2
A.3
Approximately how many full-time employees do you have at this location? IF NOT SURE, ASK FOR RESPONDENT’S BEST
ESTIMATE – DO NOT ACCEPT ‘DON’T KNOW’
Fewer than 20 ......................................................... 1
20 up to 49 .............................................................. 2
50 up to 99 .............................................................. 3
100 or more ............................................................. 4
IF ‘YES’ (CODE 1) TO A.2 AND ‘100 OR MORE’ (CODE 4) TO A.3, TALLY AND TERMINATE
IF ‘NO’ (CODE 2) TO A.2 AND ‘20 OR MORE’ (CODES 2, 3 OR 4) TO A.3, TALLY AND TERMINATE
ALL OTHERS CONTINUE
SECTION B: GENERAL FIXED PHONE ISSUES
B.1
And just to confirm, are you the person responsible for decisions about the fixed telephone service for this [household/business]?
YES ...................................................................................................................................................... 1
NO........................................................................................................................................................ 2
If B.1 = ‘Yes’ CONTINUE
IF B.1= ‘No’ ASK TO SPEAK TO CORRECT PERSON AND REPEAT INTRODUCTION
IF CORRECT PERSON NOT AVAILABLE, MAKE APPOINTMENT FOR CALLBACK
READ OUT: I would now like to ask you some general questions regarding telephone companies and your fixed phone line service (by that I
mean your fixed phone and not mobile services).
B.2a
Thinking of your telephone line and local calls (not long distance), how satisfied are you with the current level of competition in fixed
telephone services?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.2a
If dissatisfied, please state why.
B.3.1
How satisfied are you that the information provided by telephone companies is easy to find?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.3.1a
If dissatisfied, please state why.
B.3.2
How satisfied are you that the information provided by telephone companies answers your questions?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.3.2a
If dissatisfied, please state why.
B.3.3
How satisfied are you that the information provided by telephone companies is easy to understand?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.3.3a
If dissatisfied, please state why.
B.4
Thinking again of your telephone line and local calls (not long distance), how satisfied are you with the level of price competition among
phone companies for fixed line services? READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.4a
If dissatisfied, please state why.
B.5
How satisfied are you with the level of customer service provided by a phone company when you contact them with a request or a
question? READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.5a
If dissatisfied, please state why.
B.6
How easy or difficult do you find it to compare the fixed phone services offered by the same company? Would that be [easy/very easy]
[difficult/very difficult]? READ OUT CODES 1-4
VERY EASY ........................................................................................................................................ 1
EASY ................................................................................................................................................... 2
DIFFICULT........................................................................................................................................... 3
VERY DIFFICULT ............................................................................................................................... 4
NEVER COMPARED SERVICES/ NEVER THOUGHT ABOUT IT .................................................... 5
DON’T KNOW ...................................................................................................................................... 9
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B.7
Using the same scale, how easy or difficult do you find it to compare the fixed phone services offered by different telephone companies?
READ OUT CODES 1-4
VERY EASY ........................................................................................................................................ 1
EASY ................................................................................................................................................... 2
DIFFICULT........................................................................................................................................... 3
VERY DIFFICULT ................................................................................................................................ 4
NEVER COMPARED SERVICES/ NEVER THOUGHT ABOUT IT .................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.8
I am going to read out to you five telecommunication services. I’d like you to please rank them in order of importance to [you/your
business]. The five services are (you may like to write them down):
ROTATE START POINT
Payphones
Mobile phone
Fax
Fixed phone
Internet
Which of these is the most important to you? And the next most important?
ROTATE
POINT
START
1
(Most
important)
2
3
4
5
(Least
important)
Payphones
1
2
3
4
5
Mobile phone
1
2
3
4
5
Fax
1
2
3
4
5
Fixed phone
1
2
3
4
5
Internet
1
2
3
4
5
SECTION C: SPECIFIC FIXED PHONE SERVICE
READ OUT: Still thinking about fixed phone line services and not mobile services…
C.1
Since the middle of last year (July 2002), have you used more than one telephone company for making local, long distance or
international calls on your fixed phone line? (If necessary, explain preselection etc – text of explanation to be developed with Roy
Morgan Research staff) If necessary, ask if they receive fixed phone bills from more than one telephone company.
ONLY USE ONE PHONE COMPANY FOR FIXED PHONE LINE SERVICE..................................... 1
USE MORE THAN ONE PHONE COMPANY FOR FIXED PHONE LINE SERVICE ......................... 2
DON’T KNOW ...................................................................................................................................... 9
C.2
Thinking about the price you pay for your fixed phone line rental, would you say this is… READ OUT SCALE CODES 1-5
MUCH TOO LOW ................................................................................................................................ 1
A LITTLE TOO LOW............................................................................................................................ 2
ABOUT RIGHT .................................................................................................................................... 3
A LITTLE TOO HIGH ........................................................................................................................... 4
MUCH TOO HIGH ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
C.3
Thinking about the price per call that you pay for local telephone calls, would you say this is… READ OUT SCALE CODES 1-5
MUCH TOO LOW ................................................................................................................................ 1
A LITTLE TOO LOW............................................................................................................................ 2
ABOUT RIGHT .................................................................................................................................... 3
A LITTLE TOO HIGH ........................................................................................................................... 4
MUCH TOO HIGH ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
C.4
Do you make national long distance calls, that is, calls within Australia?
YES ...................................................................................................................................................... 1 GO TO C.5
NO........................................................................................................................................................ 2 SKIP TO C.6
DON’T KNOW ...................................................................................................................................... 9 SKIP TO C.6
C.5
Thinking about the prices you pay for national long distance calls, would you say these are…
MUCH TOO LOW ................................................................................................................................ 1
A LITTLE TOO LOW............................................................................................................................ 2
ABOUT RIGHT .................................................................................................................................... 3
A LITTLE TOO HIGH ........................................................................................................................... 4
MUCH TOO HIGH ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
C.6
Do you make international calls?
YES ...................................................................................................................................................... 1 GO TO C.7
NO........................................................................................................................................................ 2 SKIP TO C.8
DON’T KNOW ...................................................................................................................................... 9 SKIP TO C.8
C.7
Thinking about the prices you pay for international calls, would you say these are…
MUCH TOO LOW ................................................................................................................................ 1
A LITTLE TOO LOW............................................................................................................................ 2
ABOUT RIGHT .................................................................................................................................... 3
A LITTLE TOO HIGH ........................................................................................................................... 4
MUCH TOO HIGH ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
C.8
Thinking about your telephone bill, apart from cost, how satisfied are you with your telephone bill in terms of accuracy, clarity of
information, itemisation of call charges, bill frequency, etc?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK C.9
ASK C.9
ASK C.10
ASK C.10
C.9
Apart from cost, what is the main reason you are dissatisfied with your telephone bill?
C.10
Apart from cost, what is the main reason you are satisfied with your telephone bill?
C.11
Using the same scale, how satisfied are you with the notification of changes to prices, terms and conditions from your fixed telephone
service – that is, for local calls, national long distance calls or international calls?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
C.12
Thinking now about the overall reliability of your fixed phone service how satisfied are you? Would that be…READ OUT SCALE
CODES 1–5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
Ask C.13 if C.12 = ‘dissatisfied’ or ‘very dissatisfied’. OTHERWISE SKIP TO SECTION D
Ask C.14 if C.12 = ‘satisfied’ or ‘very satisfied’. OTHERWISE SKIP TO SECTION D
C.13
What aspects of the overall reliability of your fixed phone service are you dissatisfied with? FREE TEXT.
C.14
What aspects of the overall reliability of your fixed phone service are you satisfied with? FREE TEXT.
After C.14 GO TO Section D
ASK C.13
ASK C.13
ASK C.14
ASK C.14
SECTION D: MOBILE PHONE SERVICES
D.1
FOR HOUSEHOLD RESPONDENTS ASK: Do you or does someone else in this household own or use a mobile phone? MULTIPLE
RESPONSE
FOR BUSINESS RESPONDENTS ASK: Do you or does someone else in this business own or use at least one mobile phone for
business purposes? MULTIPLE RESPONSE
RESPONDENT .................................................................................................................................... 1
SOMEONE ELSE ................................................................................................................................ 2
NO ONE ............................................................................................................................................... 3 SKIP TO SECTION E
DON’T KNOW ...................................................................................................................................... 9 SKIP TO SECTION E
XXX
If D.1 = ‘Respondent’ and ‘Someone Else’ CONTINUE AT D.2
If D.1 = ‘Someone else’ ASK TO SPEAK TO THAT PERSON. If necessary say: Good (morning/afternoon/evening), my name is (SAY NAME)
from Roy Morgan Research, the people who conduct the Gallup Poll. We are doing a survey for the Federal Government and we would like to hear
about your views on telecommunication services. I understand that you own or use a mobile phone. CONTINUE AT D.2. If CORRECT PERSON
NOT AVAILABLE, MAKE APPOINTMENT FOR CALLBACK AND SKIP TO SECTION E.
If D.1 = ‘No-one’ or ‘Don’t know’ SKIP TO SECTION E
D.2
FOR HOUSEHOLD RESPONDENTS ASK: How many mobile phones do you personally have in current use?
FOR BUSINESS RESPONDENTS ASK: How many mobile phones does your business have in current use (please do not count mobile
phones for personal use)?
CURRENTLY USE ONE MOBILE PHONE ......................................................................................... 1
CURRENTLY USE TWO MOBILE PHONES ...................................................................................... 2
CURRENTLY USE THREE MOBILE PHONES .................................................................................. 3
CURRENTLY USE MORE THAN THREE MOBILE PHONES............................................................ 4
DON’T KNOW ...................................................................................................................................... 5
IF USE MORE THAN ONE MOBILE PHONE OR DON’T KNOW, SAY: All my questions now refer to your main mobile phone.
D.3.1
Using the same scale, how satisfied are you that the information provided by mobile phone companies is easy to find?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.3.2
Using the same scale, how satisfied are you that the information provided by mobile phone companies answers your questions ...
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.3.3
Using the same scale, how satisfied are you that the information provided by mobile phone companies is easy to understand ...
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.4
How satisfied are you with the level of price competition among phone companies for mobile phone services?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.5
How satisfied are you with the level of customer service provided by a phone company when you contact them with a request or a
question? READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.6
How easy or difficult do you find it to compare the mobile phone services offered by the same company? READ OUT CODES 1-4
VERY EASY ........................................................................................................................................ 1
EASY ................................................................................................................................................... 2
DIFFICULT........................................................................................................................................... 3
VERY DIFFICULT ............................................................................................................................... 4
NEVER COMPARED SERVICES/NEVER THOUGHT ABOUT IT ..................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.7
Using the same scale, how easy or difficult do you find it to compare the mobile phone services offered by the different phone
companies? READ OUT CODES 1-4
VERY EASY ........................................................................................................................................ 1
EASY ................................................................................................................................................... 2
DIFFICULT........................................................................................................................................... 3
VERY DIFFICULT ............................................................................................................................... 4
NEVER COMPARED SERVICES/NEVER THOUGHT ABOUT IT ..................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.8
Thinking now about the overall technical quality of your mobile service, including such factors as coverage levels, drop-outs, congestion
and voice quality, how satisfied are you? Would that be … READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK D.9
ASK D.9
ASK D.10
ASK D.10
Ask D.9 if D.8 = ‘dissatisfied’ or ‘very dissatisfied’. OTHERWISE SKIP TO D.11
Ask D.10 if D.8 = ‘satisfied’ or ‘very satisfied’. OTHERWISE SKIP TO D.11
D. 9
What technical aspects of your mobile service were you dissatisfied with? MULTIPLE RESPONSE. ONLY READ OUT IF NECESSARY.
COVERAGE LEVELS .......................................................................................................................... 1
NUMBER OF CALL DROP-OUTS....................................................................................................... 2
VOICE QUALITY ................................................................................................................................. 3
CONGESTION/ACCESS ..................................................................................................................... 4
HANDSET QUALITY ........................................................................................................................... 5
OTHER (SPECIFY) ............................................................................................................................. 6
DON’T KNOW ...................................................................................................................................... 9
D. 10
What technical aspects of your mobile service were you satisfied with? MULTIPLE RESPONSE. ONLY READ OUT IF NECESSARY.
COVERAGE LEVELS .......................................................................................................................... 1
NUMBER OF CALL DROP-OUTS....................................................................................................... 2
VOICE QUALITY ................................................................................................................................. 3
CONGESTION/ACCESS ..................................................................................................................... 4
HANDSET QUALITY ........................................................................................................................... 5
OTHER (SPECIFY) ............................................................................................................................. 6
DON’T KNOW ...................................................................................................................................... 9
D.11
Is your mobile phone service pre-paid or post-paid? (explain if necessary) SINGLE RESPONSE. READ OUT.
PRE-PAID (PAY FOR CALLS IN ADVANCE) .................................................................................... 1 SKIP TO D.13
POST PAID .......................................................................................................................................... 2 ASK D.12
DON’T KNOW ...................................................................................................................................... 9 SKIP TO D.13
D.12
Are you in a fixed term contract of two months or more?
YES ..................................................................................................................................................... 1
NO........................................................................................................................................................ 2
DON’T KNOW ...................................................................................................................................... 9
D.13
How satisfied are you with the terms and conditions of your mobile phone service? READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1 ASK D.14
DISSATISFIED .................................................................................................................................... 2 ASK D.14
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK D.14 If D.13 = ‘Dissatisfied’ or ‘Very dissatisfied’ OTHERWISE SKIP TO D.15
D.14
Why are you dissatisfied with the terms and conditions of your mobile phone service? DO NOT READ OUT. MULTIPLE RESPONSE.
MINIMUM CONTRACT TOO LONG.................................................................................................... 1
CAN’T UPGRADE PHONE .................................................................................................................. 2
COST TOO MUCH/UNCOMPETITIVE PLAN ..................................................................................... 3
NO FLEXIBILITY IN CARRIER............................................................................................................ 4
CONTRACT NON-TRANSFERABLE .................................................................................................. 5
HIDDEN COSTS .................................................................................................................................. 6
FINE PRINT ON CONTRACT ............................................................................................................. 7
CANNOT BREAK CONTRACT (IE. IF PHONE STOLEN) .................................................................. 8
OTHER (SPECIFY) ............................................................................................................................. 9
DON’T KNOW .................................................................................................................................... 10
D.15
Thinking about the total price you pay for your total mobile phone service, would you say it is … READ OUT SCALE CODES 1-5
MUCH TOO LOW ................................................................................................................................ 1
A LITTLE TOO LOW............................................................................................................................ 2
ABOUT RIGHT .................................................................................................................................... 3
A LITTLE TOO HIGH ........................................................................................................................... 4
MUCH TOO HIGH ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D.16
How satisfied are you with notification of any changes to the prices, terms and conditions of your mobile phone contract?
READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D. 17
What aspects of the notification were you dissatisfied with? FREE TEXT RESPONSE.
D. 18
What aspects of the notification were you satisfied with? FREE TEXT RESPONSE.
D. 19
Do you use SMS (Short Message Service) on your mobile phone?
ASK D.17
ASK D.17
ASK D.18
ASK D.18
YES ...................................................................................................................................................... 1 GO TO D.20
NO......................................................................................................................... 2 SKIP TO SECT E
DON’T KNOW ....................................................................................................... 9 SKIP TO SECT E
D.20
How satisfied are you with the technical aspects pf the SMS feature?
READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
D. 21
What aspects of the SMS feature were you dissatisfied with? FREE TEXT RESPONSE.
D. 22
What aspects of the SMS feature were you satisfied with? FREE TEXT RESPONSE.
ASK D.21
ASK D.21
ASK D.22
ASK D.22
SECTION E: INTERNET SERVICES
E.1
Is your [household/business] connected to the Internet?
YES ...................................................................................................................................................... 1 GO TO E.2
NO........................................................................................................................................................ 2 SKIP TO SECT F
DON’T KNOW ...................................................................................................................................... 9 SKIP TO SECT F
IF E.1 = ‘No’ or ‘Don’t know’, SKIP TO SECTION F
IF E.1 = ‘Yes’ GO TO E.2
E.2
Are you the person responsible for decisions about the Internet service for this [household/business]?
RESPONDENT .................................................................................................................................... 1
SOMEONE ELSE ................................................................................................................................ 2
If E.2 = ‘Respondent’ and ‘Someone Else’ CONTINUE AT E.3
If E.2 = ‘Someone else’ ASK TO SPEAK TO THAT PERSON. If necessary say: Good [morning/ afternoon’. I am [interviewer’s name] from
Research International. We are doing a survey for the Federal Government and we would like to hear about your views on telecommunication
services. I understand that you are responsible for decisions about your Internet service. CONTINUE AT E.3. IF CORRECT PERSON NOT
AVAILABLE, MAKE APPOINTMENT FOR CALLBACK AND SKIP TO SECTION F.
E.3
Thinking now about the Internet service you receive … I’d like you to tell me how satisfied you are with the provision of information on
terms and conditions prior to signing-up with your current Internet service provider? Would that be…READ OUT SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
E.4
And using the same scale, how satisfied are you with the provision of information on the technical aspects of installing and maintaining
your Internet service?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
E.5
And the range of methods available for you to pay your Internet bill?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
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E.6
And the terms and conditions of your Internet account/contract?
VERY DISSATISFIED ......................................................................................................................... 1
DISSATISFIED .................................................................................................................................... 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
E.7
Apart from the costs involved, how satisfied are you overall with the service provided by your Internet service provider? Would that be…
VERY DISSATISFIED....................................................................... ............................ ......................1 ASK E.8
DISSATISFIED....................................................................................................... ............................. 2 ASK E.8
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK E.8 If E.7 = ‘Dissatisfied’ or ‘Very dissatisfied’ OTHERWISE SKIP TO SECTION F
E.8
Why are you dissatisfied with your Internet service provider? DO NOT READ OUT. MULTIPLE RESPONSE.
UNAVAILABILITY OF CONNECTION ................................................................................................. 1
FREQUENT DROPOUTS/LOST CONNECTIONS ............................................................................. 2
COST TOO MUCH/UNCOMPETITIVE PLAN ..................................................................................... 3
IMPOSED DOWNLOAD LIMITS ......................................................................................................... 4
IMPOSED TIME LIMITS ...................................................................................................................... 5
TOO MUCH CONGESTION / CAN’T ALWAYS GET A CONNECTION ............................................. 6
OTHER (SPECIFY) ............................................................................................................................. 7
DON’T KNOW ...................................................................................................................................... 9
SECTION F: BUNDLING
F.1
Have you or has someone else in this household arranged for a number of telecommunications services, such as your home phone,
mobile phone, Internet or pay TV, to be provided by one service provider as part of a package that provides discounts or other benefits
on the basis of taking up this package? These ‘package type’ arrangements are often described as bundling.
(Further explanation if required: these arrangements can enable price discounts and the supply of a single bill for multiple services amongst other
features).
YES ...................................................................................................................................................... 1 GO TO F.2
NO........................................................................................................................................................ 2 SKIP TO SECT G
DON’T KNOW ...................................................................................................................................... 9 SKIP TO SECT G
IF F.1 = ‘No’ or ‘Don’t know’, SKIP TO SECTION G
IF F.1 = ‘Yes’ GO TO F.2
F.2
How satisfied are you with information provided by telephone companies about bundling?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
F.3
How satisfied are you with the level of customer service provided by a phone company about bundling when you contact them with a
request or question?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
F.4
How easy or difficult do you find it to compare the bundled services offered by different telephone companies?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
F.5
How satisfied are you with the terms and conditions of your bundling arrangements?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
SECTION G: DIRECTORY ASSISTANCE
G.1
G.2
Since the middle of last year (2002), have you called a directory information service?
YES ...................................................................................................................................................... 1 GO TO G.2
NO........................................................................................................................................................ 2 SKIP TO SECT H
DON’T KNOW ...................................................................................................................................... 9 SKIP TO SECT H
Thinking about all aspects relating to your experience with contacting a telephone company for directory information, how satisfied are
you overall?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK G.3
ASK G.3
ASK G.4
ASK G.4
G.3
Why are you dissatisfied with your experience with contacting a telephone company for directory information? FREE TEXT
MULTIPLE RESPONSE.
G.4
Why are you satisfied with your experience with contacting a telephone company for directory information? FREE TEXT
MULTIPLE RESPONSE.
G.5
Thinking about the last occasion you called a directory information service, why was it necessary to call the service? FREE
TEXT MULTIPLE RESPONSE.
G.6
Were you charged for using the directory information service?
YES ...................................................................................................................................................... 1
NO........................................................................................................................................................ 2
DON’T KNOW ...................................................................................................................................... 9
G.7
Have you used electronic White Pages during the last 12 months? (Explain if necessary – mention both online and CDRom
versions of White Pages)
YES ...................................................................................................................................................... 1
NO........................................................................................................................................................ 2
DON’T KNOW ...................................................................................................................................... 9
SECTION H: CALL CENTRES
H.1
Since the middle of last year (2002), have you contacted a phone company with a request to make a call, report a fault, query
an account or make a complaint?
YES ...................................................................................................................................................... 1 GO TO H.2
NO........................................................................................................................................................ 2 SKIP TO SECT I
DON’T KNOW ...................................................................................................................................... 9 SKIP TO SECT I
H.2
Thinking about all aspects relating to your experience with contacting a telephone company, how satisfied are you overall?
VERY DISSATISFIED....................................................................... ............................ ......................1
DISSATISFIED....................................................................................................... ............................. 2
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
ASK H.3
ASK H.3
ASK H.4
ASK H.4
H.3
Why are you dissatisfied with your experience with contacting a telephone company? FREE TEXT MULTIPLE RESPONSE.
H.4
Why are you satisfied with your experience with contacting a telephone company? FREE TEXT MULTIPLE RESPONSE.
H.5
Was your call answered electronically or by an operator?
YES ...................................................................................................................................................... 1
NO........................................................................................................................................................ 2
DON’T KNOW ...................................................................................................................................... 9
SECTION I: DEMOGRAPHICS
I.1
Finally, just to make sure we’ve spoken to a good cross-section of people, I’d like to ask you a few questions about yourself. You are not
obliged to answer, however, if you choose to answer, your identity will not be revealed and information will be used for research
purposes only.
Record Sex:
MALE ................................................................................................................................................... 1
FEMALE............................................................................................................................................... 2
I.2
May I have your postcode please?
HOUSEHOLD RESPONDENTS ONLY, [BUSINESS RESPONDENTS, THANK AND END INTERVIEW]
I.3
Would you mind telling me your approximate age please? READ OUT IF NECESSARY
UNDER 30 ........................................................................................................................................... 1
30–39 ................................................................................................................................................... 2
40–49 ................................................................................................................................................... 3
50–59 ................................................................................................................................................... 4
60–69 ................................................................................................................................................... 5
70+ ....................................................................................................................................................... 6
REFUSED ............................................................................................................................................ 9
I.4
Which of the following best describes your household situation?
SINGLE, LIVING ALONE ..................................................................................................................... 1
SINGLE, SHARED HOUSEHOLD ....................................................................................................... 2
SINGE PARENT, CHILDREN AT HOME ............................................................................................ 3
COUPLE, CHILDREN AT HOME ........................................................................................................ 4
SINGLE/COUPLE, NO CHILDREN AT HOME ................................................................................... 5
REFUSED ............................................................................................................................................ 9
I.5
And are you in paid employment?
YES, FULL-TIME (35 HOURS PER WEEK OR MORE) ..................................................................... 1
YES, PART TIME (LESS THAN 35 HOURS PER WEEK) .................................................................. 2
YES, SELF EMPLOYED...................................................................................................................... 3
RETIRED ............................................................................................................................................. 4
UNEMPLOYED STUDENT .................................................................................................................. 5
REFUSED ............................................................................................................................................ 9
I.6
Would you mind telling me your approximate annual personal income from all sources before tax?
IF CAN'T SAY: Well, what's your best guess? READ OUT IF NECESSARY
LESS THAN $14,999 ........................................................................................................................... 1
$15,000–$29,999 ................................................................................................................................. 2
$30,000–$44,999 ................................................................................................................................. 3
$45,000–$59,999 ................................................................................................................................. 4
$60,000–$79,999 ................................................................................................................................. 5
$80,000–$99,999 ................................................................................................................................. 6
$100,000 OR MORE............................................................................................................................ 7
DON’T KNOW/REFUSED ................................................................................................................... 9
I.7
Would you mind telling me the highest level of education that you have reached? READ OUT IF NECESSARY
SOME PRIMARY SCHOOL................................................................................................................. 1
FINISHED PRIMARY SCHOOL .......................................................................................................... 2
SOME TECHNICAL OR COMMERCIAL ............................................................................................. 3
PASSED FOURTH FORM/INTERMEDIATE....................................................................................... 4
PASSED FIFTH FORM/LEAVING ....................................................................................................... 5
FINISHED TECHNICAL OR COMMERCIAL/TAFE ............................................................................ 6
FINISHED OR NOW STUDYING FOR MATRIC/HSC/VCE/YR 12 .................................................... 7
SOME UNIVERSITY/CAE TRAINING ................................................................................................. 8
TERTIARY DIPLOMA .......................................................................................................................... 9
NOW AT UNIVERSITY/CAE ............................................................................................................. 10
UNIVERSITY/CAE DEGREE............................................................................................................. 11