NG6514
14/07/02
Austrade Advisory Services Survey - August 2002
Draft Questionnaire
CONFIDENTIAL
All work conducted on behalf of ACNielsen is confidential under the National Privacy Principles, the
Market and Social Research Privacy Principles (when they come into effect) and the Code of
Professional Behaviour of the Market Research Society of Australia. No information about this project,
questionnaire or respondents should be disclosed to any third party.
Good morning/afternoon, could I please speak to……………..
IF RESPONDENT IS NO LONGER THERE THANK PERSON FOR THEIR TIME AND
CLOSE.
Good morning/afternoon, my name is …………….. from ACNielsen the research firm.
We are conducting a brief survey for Austrade, the Australian Trade Commission. The
survey is about your level of satisfaction with the service you recently received when you
made a trade query and will take about 5 minutes to complete. Your name was provided to
us from Austrade. If you take part, your identity and everything you say will be treated in
the strictest confidence. The information we collect will be used for research purposes
only.
(IF NECESSARY: This survey has been approved by the Commonwealth Statistical
Clearing House. The approval number is *******. You may phone the Statistical
Clearing House on (02) 6252 5285 to verify the approval number.)
S1 Is now a convenient time to talk to you?
Yes ………………………………………. 1
No, not convenient ……………………… 2
No, refusal……………………………….. 3
GO TO Q1
MAKE APPOINTMENT
RECORD REASON & TERMINATE
Q1 How did you contact Austrade with your most recent query? Was it by…… SINGLE
RESPONSE.
Phone ……………………………………. 1
The Austrade Website………………….. 2
E-mail …………………………………… 3
Q2 Overall, how would you rate how your query was handled? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
IF PHONE QUERY (Q1=1) GO TO Q3
IF WEBSITE OR EMAIL GO TO Q5
Q3 How would you rate your ability to get through to the Austrade Advisory Services
number (13 28 78)? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
Q4 How would you rate the length of time you spent waiting on hold to speak to an
Advisor? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
GO TO Q8
IF EMAIL or WEBSITE (Q1=2 or 3)
Q5 How long did you have to wait for an Advisor to get back to you regarding your query?
(DON'T READ OUT)
Under 2 hours …………………………… 1
Between 2 and 4 hours ………………….. 2
Between 4 and 8 hours ………………….. 3
Between 1 and 2 days……………………. 4
More than 2 days ………………………... 6
Don't know (DON'T READ OUT)………. 9
Q6 How would you rate the length of time it took for someone at Austrade to respond to
your query? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
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Q7 Did you receive a reply via e-mail or did an Austrade Advisor call you?
Received e-mail reply …………………… 1
Call from Advisor ……………………….. 2
IF Q7=2 GO TO Q8
ELSE GO TO Q11
Now thinking about the Advisor you spoke to:
Q8 How would you rate their knowledge in relation to your query? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
Q9 How would you rate the professionalism of the Advisor you spoke to ? SINGLE
RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
Q10 In terms of understanding your needs, how would you rate the Advisor? SINGLE
RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
Q11 Was your query resolved with this phone call/email?
Yes ………………………………………. 1
GO TO Q14
No ……………………………………….. 2
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Q12 How many times have you had to contact Austrade to have your query resolved?
DON'T READ OUT
Once …………………………………….. 1
Twice ……………………………………. 2
Three times ……………………………… 3
Four times ………………………………. 4
Five or more times ………………………. 5
Q13 How would you rate the way in which your query was followed up by the Austrade
Advisor? SINGLE RESPONSE
Extremely good ………………………… 1
Very good…………………………………2
Good…………………………………….. 3
Neutral…………………………………… 4
Poor………………………………………. 5
Very poor………………………………… 6
Extremely poor…………………………... 7
Don’t know (DON'T READ OUT)……… 9
Q14 Were Austrade able to provide ALL of the assistance you required?
Yes ……………………………………… 1
No ………………………………………. 2
Don't know (DON'T READ OUT)……… 9
Q15 Did they suggest alternative or additional sources of help or assistance?
Yes………………………………………. 1
No ………………………………………. 2
Q16 In future, how likely are you to contact Austrade again with a query? Would you
say….
Definitely would ………………………… 1
GO TO Q18
Probably would …………………………. 2
GO TO Q18
Might or might not ……………………… 3
GO TO Q18
Probably would not …………………….. 4
Definitely would not ……………………. 5
Don't know (DON'T READ OUT) …….. 9
GO TO Q18
Q17 Why is that? PROBE FULLY. RECORD VERBATIM
_____________________________________________________
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Q18 If a friend or colleague asked you to recommend an organisation to assist with a trade
query, would the Austrade Hotline 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 type of query etc (DON'T READ OUT).. 5
Don't know (DON'T READ OUT)………………………….. 9
Q19 Is there anything you would like to suggest as to how Austrade can improve the
service it provides via the Hotline or its website? PROBE FULLY. RECORD
VERBATIM.
_______________________________________________
Demographics
And just a few questions about your organisation before we finish
Q20 Approximately how many employees does your company currently have within
Australia?
1-4 ……………………………………….. 1
5-19 ……………………………………… 2
20-49 ……………………………………. 3
50-99 ……………………………………. 4
100-199 ………………………………….. 5
200-499 …………………………………. 6
500 or more ……………………………… 7
Don't know (DON'T READ OUT) ……… 9
Q21 Is your company an exporter or just thinking about getting into exporting?
Exporter …………………………………. 1
Thinking about exporting ……………….. 2
GO TO FINISH
Q22 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 (DON'T READ OUT) …….. 9
Q23 How many countries do they export to?
1-4 ………………………………………. 1
5-9 ……………………………………….. 2
10-19 …………………………………….. 3
20 or more ………………………………. 4
Don't know (DON'T READ OUT) …….. 5
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Thank you very much for your time in answering these questions.
In case you missed it my name is [INSERT NAME] and I’m calling from ACNielsen.
Once this project is completed your contact details will be removed from your responses.
Under the Privacy Act you have the right to request access to the information you have
provided.
If you have any privacy queries, you can call ACNIELSEN’S PRIVACY LINE ON 1800
021 717.
IF QUERIED ABOUT BONA FIDES OF RESEARCH:
Please be assured this is genuine research. You can call the Market Research Society’s free
Survey Line on 1300 364 830.
Finish Time: _______________
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