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QUESTIONNAIRE
2002- 03
TELECOMMUNICATIONS CONSUMER
SATISFACTION SURVEY
FAULTS MODULE
Panel:
Urban ................................... 1
Rural .................................... 2
Remote ................................ 3
(SCH Approval no. )
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). I am (...................) from Roy Morgan. 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
FAULTS MODULE
IF REMOTE RESPONDENT IS
A.2
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: FAULT RESTORATION
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).
SECTION B: FAULT RESTORATION
B.1
Since the middle of last year, have you or anyone else in this [household/business] reported a fault with your telephone service, that is
where the fault was with the external line or the network and not with the telephone equipment in your [household/business]?
YES ...................................................................................................................................................... 1 GO TO B.2
NO........................................................................................................................................................ 2 TERMINATE CALL
IF B.1 = ‘Yes’ CONTINUE OTHERWISE SKIP TO SECTION B
B.2
Did you report the fault yourself or was it someone else in the [household/business]? MULTIPLE RESPONSE
RESPONDENT .................................................................................................................................... 1
SOMEONE ELSE ................................................................................................................................ 2
If B.2 = ‘Respondent’ and ‘Someone Else’ CONTINUE AT B.3
If B.2 = ‘Someone else’ ASK TO SPEAK TO THAT PERSON. If necessary say: Good [morning/afternoon]. I am [interviewer’s name] from Roy
Morgan Research. We are doing a survey for the Federal Government and we would like to hear about your views on telecommunication services.
I understand that since the middle of last year, you reported a fault with the telephone service at your [household/ business]. CONTINUE AT B.3. IF
CORRECT PERSON NOT AVAILABLE, MAKE APPOINTMENT FOR CALLBACK AND SKIP TO SECTION C.
FAULTS MODULE
B.3
Did you or anyone else in this [household/business] need to arrange an appointment with a technician or other representative of a phone
company to visit your [household/business] in order to fix the fault?
YES ...................................................................................................................................................... 1 GO TO B.4
NO........................................................................................................................................................ 2 SKIP TO B5
B.4
Thinking about the timeliness of the appointment arranged to fix your phone, how satisfied are you overall? Are you … READ OUT
SCALE CODES 1-5
VERY DISSATISFIED ......................................................................................................................... 1 ASK B.4
DISSATISFIED .................................................................................................................................... 2 ASK B.4
NEITHER SATISFIED NOR DISSATISFIED....................................................................................... 3
SATISFIED .......................................................................................................................................... 4
VERY SATISFIED ............................................................................................................................... 5
DON’T KNOW ...................................................................................................................................... 9
B.5
Thinking about all aspects of that fault repair, how satisfied were you overall? 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 B6
ASK B6
ASK D.7
ASK D.7
Ask B.6 if B.5 = ‘Dissatisfied’ or ‘Very dissatisfied’ OTHERWISE SKIP TO SECTION C
B.6
What aspects of your fault repair were you dissatisfied with? MULTIPLE RESPONSE. ONLY READ OUT IF NECESSARY.
APPOINTMENT TIME..................................................................... ....................................................1
LENGTH OF TIME IT TOOK TO REPAIR THE FAULT........... ...........................................................2
QUALITY OF THE REPAIR.................................................... ............................................................3
INFORMATION PROVISION REGARDING YOUR FAULT REPAIR............ ............................ .........4
OTHER (SPECIFY) ............................................................................................................................. 5
DON’T KNOW ...................................................................................................................................... 9
B.7
What aspects of your fault repair were you satisfied with? MULTIPLE RESPONSE. ONLY READ OUT IF NECESSARY.
APPOINTMENT TIME..................................................................... ....................................................1
LENGTH OF TIME IT TOOK TO REPAIR THE FAULT........... ...........................................................2
QUALITY OF THE REPAIR.................................................... ............................................................3
INFORMATION PROVISION REGARDING YOUR FAULT REPAIR............ ............................ .........4
OTHER (SPECIFY) ............................................................................................................................. 5
DON’T KNOW ...................................................................................................................................... 9
FAULTS MODULE
SECTION C: DEMOGRAPHICS
C.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
C.2
May I have your postcode please?
HOUSEHOLD RESPONDENTS ONLY, [BUSINESS RESPONDENTS, THANK AND END INTERVIEW]
C.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
C.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
C.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
FAULTS MODULE
C.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
C.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
FAULTS MODULE