AUSTRADE CLIENT SERVICE IMPROVEMENT SURVEY
MAY 2004 – Final
Screening section
INTRODUCTION
S1.
S2.
S3.
Good morning/afternoon. May I please speak to (NAMED CONTACT)?
Yes ..............................................................................1
GO TO S3
No, temporarily absent/unavailable.............................2
MAKE APPOINTMENT
No, absent during period of survey .............................3
CLOSE
No, has left organisation .............................................4
ASK S2
I am calling on behalf of Austrade, the Australian Trade Commission to conduct a
survey about the service received by your organisation from Austrade. Is there
someone who has replaced (NAMED CONTACT) that I might speak to?
Yes ..............................................................................1
GO TO S3
No, temporarily absent/unavailable.............................2
MAKE APPOINTMENT
No, absent during period of survey .............................3
CLOSE
No, no suitable replacement .......................................4
CLOSE
This is (………) from Wallis Consulting Group and I am calling on behalf of Austrade,
the Australian Trade Commission. (Your name and) the name of your organisation
has been provided to us to undertake a survey of satisfaction with Austrade’s
services and how they may be improved. The survey takes around 15 - 20 minutes.
All answers remain confidential and are not revealed to Austrade in any way that
would identify participating companies. May I go ahead now?
(IF NECESSARY: This survey has been approved by the Commonwealth
Government Statistical Clearing House. The approval number is 00355-06. You
may phone the Statistical Clearing House on (02) 6252 5285 to verify the approval
number.)
S4.
Yes ..............................................................................1
GO TO S4
No, not convenient ......................................................2
MAKE APPOINTMENT
No, refusal ...................................................................3
RECORD REASON &
CLOSE
Have you personally had dealings with Austrade in the past twelve months?
Yes ..............................................................................1
No ................................................................................2
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GO TO Q1
CHECK AND CLOSE
Wallis Consulting Group
Austrade: Client Service Improvement Survey 2004
MAIN INTERVIEW
Section 1: Overall Ratings of Austrade
ASK ALL
Q1.
Thinking about all your dealings with Austrade in the last 12 months, how would you
rate Austrade overall? Would you say…(READ OUT) ROTATE SCALE 1 – 7 ONLY
Extremely good ...........................................................1
GO TO Q3
Very good ....................................................................2
GO TO Q3
Good ...........................................................................3
GO TO Q3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
Q2.
Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
Q3
When did you personally FIRST deal with Austrade, was it..READ OUT
In this last financial year, that is since July 1 2003 ................................... 1
During 2002 – early 2003 .......................................................................... 2
1999 - 2001 ............................................................................................... 3
1994 - 1998 ............................................................................................... 4
Before 1994 ............................................................................................... 5
Can’t remember ........................................................................................ 6
PREQ4
IF SELECTED FOR POST INTERVIEW ASK Q4
IF SELECTED FOR AUSTRALIAN OPERATIONS GO TO Q7
Q4.
According to their records you have dealt with the (SELECTED POST) office of
Austrade in the past year, is that correct?
Yes ..............................................................................1
GO TO Q5b
No ................................................................................2
Q5a.
Have you dealt directly with any other overseas offices?
Yes (SPECIFY CODES FROM LIST) .........................1
GO TO Q6
No, none at all .............................................................2
GO TO Q7
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Q5b.
Have you dealt directly with any other overseas offices?
Yes ..............................................................................1
No, none at all .............................................................2
Q6.
Have you received a service from Austrade’s Australian operations, such as advice
on exporting, or information on specific countries or markets, and so on?
Yes ..............................................................................1
GO TO QUOTA CHECK
No, none at all .............................................................2
GO TO QUOTA CHECK
IF SELECTED FOR AUSTRALIAN OPERATIONS ASK Q7
Q7.
According to their records you have received advice or assistance from Austrade’s
Australian operations in the past 12 months. Is that correct?
Yes ..............................................................................1
GO TO QUOTA CHECK
No ................................................................................2
Q8.
Have you dealt directly with any of Austrade’s overseas offices?
Yes (SPECIFY CODES FROM LIST) .........................1
No ................................................................................2
QUOTA CHECK
Q4=1: CONTINUE
Q4 NOT 1, BUT Q5a INCLUDES POSTS STILL REQUIRED CONTINUE
IF Q7=1 OR Q6=1 AND REQUIRED FOR AUSTRALIAN OPS. QUOTA CONTINUE
OTHERS GO TO CLOSE
ASK ALL
Q9a.
Does your organisation have overseas offices or subsidiaries?
Yes ............................................................................... 1
No ................................................................................. 2
Q9b.
Does your organisation directly export goods or services?
Yes ............................................................................... 1
No ................................................................................. 2
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IF NO TO BOTH Q9a AND 9b ASK Q9c. OTHERS GO TO PREQ10a
Q9c. Is your organisation …(READ OUT) CODE ONE ONLY
Not currently an exporter but thinking of exporting .....1
An export consultant, or other adviser ........................2
A provider of services within Australia .......................3
An Industry or trade association .................................4
Another type of organisation (SPECIFY) ....................5
PREQ10a IFORGANISATION HAS NEDP = YES ASK Q10a ELSE GO TO PREQ10c
Q10a According to our records your company has been participating in Austrade’s New
Exporter Development Scheme. Is that correct?
Yes ............................................................................................................ 1
No .............................................................................................................. 2
Not sure / don’t know ................................................................................ 3
Q10b Have you (also) been working with an organisation that is part of the TradeStart
network?
Yes ............................................................................................................ 1
No .............................................................................................................. 2
Not sure / don’t know ................................................................................ 3
PER Q10c CHECK Q3 IF CODE 1 ASK Q10c; ELSE GO TO SECTION 2
Q10c How did you first learn about Austrade?
My TradeStart adviser informed me about them ...................................... 1
From friend / colleague ............................................................................. 2
Newspaper / magazine articles ................................................................. 3
Export grant consultant ............................................................................. 4
Through Industry Association ................................................................... 5
Via their web site ....................................................................................... 6
From accountant / business adviser ......................................................... 7
State / Regional Development office (other than TradeStart) ................... 8
Always known about it............................................................................... 9
Advertising (SPECIFY WHERE) ............................................................. 10
Other (SPECIFY) .................................................................................... 11
Don’t know .............................................................................................. 12
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Section 2: Service Received from Overseas Post
PRE Q11: IF RESPONDENT SELECTED FOR OVERSEAS POST QUOTA AND NOT
NEDP ASK Q11a;IF SELECTED FOR OVERSEAS POST QUOTA AND NEDP ASK 11c
OTHERS GO TO SECTION 3
Q11a. Now I would like you to think specifically about your experience with Austrade’s
(SELECTED POST) office this year. Firstly, did you contact that office directly or did
you contact an Austrade office in Australia first?
Contacted directly .......................................................1
GO TO Q12
Spoke to someone in Australia first ............................2
Was CONTACTED BY the office
(with an export opportunity or idea etc).......................3
GO TO Q12
Don’t know .................................................................4
GO TO Q12
Q11b Did the Australian office assist in communicating your needs to the office in
(SELECTED POST)?
Yes ..............................................................................1
GO TO Q12
No ................................................................................2
GO TO Q12
Can’t say .....................................................................3
GO TO Q12
NEDP CLIENTS WORD Q11c APPROPRIATELY DEPENDING ON ANSWER TO Q10b
Q11c. Now I would like you to think specifically about your experience with Austrade’s
(SELECTED POST) office this year. Firstly, did you contact that office directly
yourself, or did you go via an Austrade contact in Australia (or did your TradeStart
adviser contact them on your behalf)?
Contacted directly .......................................................1
Went via a contact at Austrade in Australia ................2
My TradeStart adviser contacted them .......................3
Was CONTACTED BY the office ..................................
(with an export opportunity or idea etc).......................4
Don’t know .................................................................5
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Q12.
What services did the (SELECTED POST) Austrade office provide for you? PROBE
AND CODE AS APPROPRIATE – MULTI RESPONSE
MARKET RESEARCH/INFORMATION
General market information/research on the country ....................... 1
Information on specific products/markets in the country................... 2
Providing information on potential buyers/agents/contacts .............. 3
Other information or research ........................................................... 4
SETTING UP LEADS/VISITS
Setting up meetings with potential buyers/agents ........................... 1
Translation/interpreter services ......................................................... 2
Arranging itineraries, travel, accommodation, visas ......................... 3
Other help with visits/meetings in the country .................................. 4
GENERAL ADVICE ASSISTANCE
Export coaching e.g. Preparing an export plan ................................. 5
Advice about exporting particular products to particular countries ... 6
General advice / assistance on exporting ......................................... 7
Other advice/information ................................................................... 8
TRADE SHOWS/EXHIBITIONS (all mentions) .............................................. 9
Assisting in NEGOTIATIONS with clients/customers .................................. 10
PROMOTION/ADVERTISING of the business ............................................ 11
Providing direct SALES LEADS/opportunities ............................................. 12
Other assistance (SPECIFY) ....................................................................... 13
NOTHING – no assistance .......................................................................... 14
Q13.
How would you rate the Austrade staff you dealt with in (SELECTED POST) in terms
of explaining what they could do to assist you. Would you say.. READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Not relevant/did not need explanation/
knew what I wanted from them (DO NOT READ) .......6
Don’t know ..................................................................7
Q14a. Were Austrade able to provide ALL the assistance you required?
Yes ..............................................................................1
GO TO Q15a
No ................................................................................2
Don’t know/not yet resolved ........................................3
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Q14b. Did they suggest alternative or additional sources of help or assistance?
Yes ..............................................................................1
No ................................................................................2
ASK ALL
Q15a So thinking about the service you received from the staff in (SELECTED POST)
office overall, how would you rate their UNDERSTANDING OF YOUR (THE)
BUSINESS AND ITS NEEDS? Would you say very good, good, neutral, poor or very
poor?
Q15b And how would you rate the staff in terms of BEING MOTIVATED TO HELP YOUR
BUSINESS SUCCEED? Would you say very good, good, neutral, poor or very poor?
Q15c How would you RATE THEM FOR RESPONDING PROMPTLY to your requests or
needs? (Would you say very good, good, neutral, poor or very poor?)
Q15d How would you rate that office for INFORMING YOU ABOUT IMPORTANT
ASPECTS OF THE COUNTRY’S BUSINESS PRACTICES AND CUSTOMS. (Would
you say very good, good, neutral, poor or very poor?)
Q15e. How would you rate the QUALITY OF THE INFORMATION ABOUT THE MARKET
provided by the office? (Would you say very good, good, neutral, poor or very poor?)
Q15f. How would you rate the office FOR KEEPING YOU INFORMED OF THE
PROGRESS OF THE WORK? (Would you very good, good, neutral, poor or very
poor?)
Q15g. How would you rate the office for MEETING THE OBJECTIVES YOU GAVE THEM
EXACTLY AS YOU REQUIRED? (Would you say very good, good, neutral, poor or
very poor?)
Q15h. How would you rate the office for MAKING CONTACTS AND GETTING YOU INTO
PLACES THAT YOU MIGHT NOT OTHERWISE HAVE BEEN ABLE TO GET INTO?
(Would you say very good, good, neutral, poor or very poor?)
Very
good
Good
Neutral
Poor
Very
poor
Don’t
know
Not
relevant
a.
Understanding of the business and its
needs
1
2
3
4
5
6
7
b.
Motivation to help you succeed
1
2
3
4
5
6
7
c.
Responding promptly to requests or
needs
1
2
3
4
5
6
7
d.
Informing you about important aspects
of the country’s business practices
and customs
1
2
3
4
5
6
7
e.
Quality of information about the
market
1
2
3
4
5
6
7
Keeping you informed of the progress
of the work
1
2
3
4
5
6
7
Meeting the objectives you gave them
exactly as required
1
2
3
4
5
6
7
Making contacts and getting you into
places that you might not otherwise
have been able to get into
1
2
3
4
5
6
7
f.
g.
h.
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Q16a In your relationship with that Austrade office you may have provided them with
confidential information about your organisation. Are you satisfied that Austrade has
maintained the confidentiality of that information?
Yes ..............................................................................1
GO TO Q17a
No ................................................................................2
Not sure .......................................................................3
Have not provided confidential information .................4
GO TO Q17a
Don’t know ..................................................................5
GO TO Q17a
Q16b In what way do you think they (may) have failed to maintain confidentiality?
PROBE FULLY RECORD VERBATIM
ASK ALL
Q17a. Do you have an on-going contract or retainer with (SELECTED POST) office to
provide you with services?
Yes ..............................................................................1
GO TO Q17d1
No ................................................................................2
Q17b. Has (SELECTED POST) office’s work on your project finished?
Yes ..............................................................................1
No ................................................................................2
GO TO Q17d1
Q17c. When the work was finished, did the office contact you to see what further assistance
they could provide?
Yes ..............................................................................1
No ................................................................................2
Q17d1 What actions have you taken in the past year as a result of the services provided by
(SELECTED POST) office? PROBE FULLY. CODE AND RECORD
Made sales/exports .................................................................... 1
GO Q18a
Followed up sales/export opportunities...................................... 2
Put in bids/tenders for business ................................................. 3
Set up a distributor/representative/agent ................................... 4
Sent products/samples to country to show to buyers ................ 5
Established/maintained contacts
with (potential) customers/agents ............................................. 6
Travelled to country/export markets........................................... 7
Participated in trade fair/exhibition ............................................. 8
Developed/modified products/services offered .......................... 9
Increased/gained knowledge about markets/countries............ 10
Decided to change plans/not export to particular country........ 11
Other outcomes (SPECIFY) ..................................................... 12
None, no further action ............................................................ 13 ........... GO TO Q17e
Other (SPECIFY) .................................................................... 14
Don’t know ............................................................................... 15 ........... GO TO Q18a
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Q17d2 May I just check have you in fact achieved any export sales to that country?
Yes ............................................................................................................ 1
GO TO Q18a
No .............................................................................................................. 2
GO TO Q18a
Can’t say (SPECIFY REASON) ................................................................ 3
GO TO Q18a
Q17e. What has prevented action being taken based on the services provided by
(SELECTED POST) office? PROBE FULLY. CODE AND RECORD
Not enough commercial potential to justify action ......1
Company lacks resources ...........................................2
Other (SPECIFY) ........................................................3
Don’t know ..................................................................4
Q18a. So how would you rate the overall performance of the (SELECTED POST) Austrade
office in assisting you in the last 12 months? Would you say…(READ OUT)
(ROTATE SCALE 1 – 7)
Extremely good ...........................................................1
GO TO Q19a
Very good ....................................................................2
GO TO Q19a
Good ...........................................................................3
GO TO Q19a
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
GO TO Q19a
Q18b. Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
Q19a. Were you charged for the services you received from the (SELECTED POST)
Austrade office?
Yes were/will be charged ............................................1
Some services were free, others were charged .........2
Not charged, all services were free.............................3
GO TO SECTION 4
Not charged directly, services paid for by State
Development Department or other agency .................4
GO TO SECTION 4
Q19b. Were you given a quotation and service proposal in advance telling you what the
services would cost and what would be delivered?
Yes ..............................................................................1
No ................................................................................2
GO TO Q19e
Don’t know ..................................................................3
GO TO Q19e
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Q19c. Was the basis of the quotation clear to you?
Yes ..............................................................................1
GO TO Q19e
No ................................................................................2
Don’t know ..................................................................3
GO TO Q19e
Q19d. In what way was it not clear? RECORD VERBATIM:
Q19e. Was the eventual charge in line with what you expected?
Yes ..............................................................................1
GO TO PRE Q20
No ................................................................................2
Not yet received bill/invoice ........................................3
GO TO PRE Q20
Don’t know ..................................................................4
GO TO PRE Q20
Q19f. In what way did the charge differ?
Charge was higher (SPECIFY) ...................................1
Charge was lower (SPECIFY) ....................................2
PRE Q20: IF Q19e =1,2,4 ASK Q20a. IF Q19e=3 AND Q19b=1 ASK Q20b.
ELSE GO TO SECTION 4
Q20a. Taking account of the services you received and the charge that was made for them
how would you rate the value for money of the services from Austrade’s (SELECTED
POST) office in the last 12 months? Would you say… READ OUT
Q20b. Taking account of the services you received and the fee that you were quoted how
would you rate the value for money of the services from Austrade’s (SELECTED
POST) office in the last 12 months? Would you say…? READ OUT
ROTATE SCALE (1-7)
Extremely good ...........................................................1
GO TO SECTION 4
Very good ....................................................................2
GO TO SECTION 4
Good ...........................................................................3
GO TO SECTION 4
Neutral .........................................................................4
GO TO SECTION 4
Poor .............................................................................5
GO TO SECTION 4
Very poor .....................................................................6
GO TO SECTION 4
Extremely poor ............................................................7
GO TO SECTION 4
Don’t know (DO NOT READ) ......................................8
GO TO SECTION 4
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Section 3: Service Received From Australian Operations
RESPONDENTS NOT SELECTED FOR OVERSEAS POST ASK THIS SECTION
READ OUT: Now I would like to ask you about your experience of Austrade’s Australian
operations in the past 12 months.
IF NOT DEALT WITH AUSTRADE BEFORE THIS YEAR (Q3=1) OR NEDP ASK Q21
ELSE GO TO Q22
Q21.
How did you FIRST CONTACT Austrade on this occasion?
Called 13 number/13 28 78 .........................................1
Via telephone (other number) .....................................2
Via email/link from web site ........................................3
Wrote to them ..............................................................4
Visited Austrade office ................................................5
Attended seminar and met them there........................6
Put in touch by export consultant/adviser ...................7
(NEDP ONLY:)
TradeStart adviser put me in touch with them ............8
Other (SPECIFY) ........................................................9
Can’t remember ........................................................10
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Q22.
What assistance did you want or request from Austrade’s Australian Operations (in
this last year)? PROMPT: What else? What else?
INFORMATION/RESEARCH
Information/research on which countries would be suitable
for our products/services ................................................................... 1
Information on potential buyers/agents/contacts .............................. 2
General market research/information ............................................... 3
Information on how Austrade could help us ...................................... 4
Other information or research ........................................................... 5
SETTING UP LEADS/VISITS
Setting up meetings with potential buyers/agents overseas ............. 6
Arranging itineraries, travel, accommodation, visas ......................... 3
Other help with visits/meetings in the country .................................. 4
GENERAL ADVICE ASSISTANCE
Export coaching e.g. preparing an export plan ................................. 5
Advice about exporting particular products to particular countries ... 6
General advice / assistance on exporting ......................................... 7
Other advice/information ................................................................... 8
TRADE SHOWS/EXHIBITIONS (all mentions) .............................................. 9
Assisting in NEGOTIATIONS with clients/customers .................................. 10
Assistance with EMDG application .............................................................. 11
Other assistance (SPECIFY) ....................................................................... 12
Don’t know ................................................................................................... 13
Q23.
How would you rate the Austrade staff you dealt with in terms of explaining what they
could do to assist you. Would you say..? READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Not relevant/did not need explanation/
knew what I wanted from them (DO NOT READ) .......6
Don’t know ..................................................................7
Q24a. Were Austrade able to provide ALL the assistance you required?
Yes ..............................................................................1
GO TO Q25a
No ................................................................................2
Don’t know/not yet resolved ........................................3
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Q24b. Did they suggest alternative or additional sources of help or assistance?
Yes ..............................................................................1
No ................................................................................2
Q25a So thinking about the service you received from Austrade in Australia how would you
rate their UNDERSTANDING OF YOUR (THE) BUSINESS AND ITS NEEDS?
Would you say very good, good, neutral, poor or very poor?
Q25b And how would you rate the staff for BEING MOTIVATED TO HELP YOUR
BUSINESS SUCCEED? Would you say very good, good, neutral, poor or very poor?
Q25c And how would you rate AUSTRADE’S STAFF FOR RESPONDING PROMPTLY to
your requests or needs? (Would you say very good, good, neutral, poor or very
poor?)
Q25d How would you rate AUSTRADE’S STAFF FOR INFORMING YOU ABOUT
IMPORTANT ASPECTS OF OVERSEAS BUSINESS PRACTICES AND
CUSTOMS? (Would you say very good, good, neutral, poor or very poor?)
Q25e. How would you rate the QUALITY OF THE INFORMATION ABOUT OVERSEAS
MARKETS PROVIDED BY AUSTRADE? (Would you say very good, good, neutral,
poor or very poor?)
Q25f. How would you rate Austrade’s staff FOR KEEPING YOU INFORMED OF THE
PROGRESS OF THE WORK? (Would you say very good, good, neutral, poor or
very poor?)
Q25g. How would you rate Austrade for MEETING THE OBJECTIVES YOU GAVE THEM
EXACTLY AS YOU REQUIRED? (Would you say very good, good, neutral, poor or
very poor?)
Q25h. How would you rate Austrade for MAKING CONTACTS AND GETTING YOU INTO
PLACES THAT YOU COULD NOT GET INTO YOURSELF? (Would you say very
good, good, neutral, poor or very poor?)
Very
good
a.
b.
c.
d.
e.
f.
g.
h.
Good
Neutral
Poor
Very
poor
Don’t
know
Not
relevant
Understanding of the business and its
needs
1
2
3
4
5
6
7
Being motivated to help your business
succeed
1
2
3
4
5
6
7
Responding promptly to requests or
needs
1
2
3
4
5
6
7
Informing you about important aspects
of overseas business practices and
customs
1
2
3
4
5
6
7
Quality of information about overseas
markets
1
2
3
4
5
6
7
Keeping you informed of the progress
of the work
1
2
3
4
5
6
7
Meeting the objectives you gave them
exactly as required
1
2
3
4
5
6
Making contacts and getting you into
places that you could not get into
yourself
1
2
3
4
5
6
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Q26a. In dealing with Austrade's Australian operations you may have provided them with
confidential information about your organisation. Are you satisfied that Austrade has
maintained the confidentiality of that information?
Yes ..............................................................................1
GO TO Q27a
No ................................................................................2
Not sure .......................................................................3
Have not provided confidential information .................4
GO TO Q27a
Don’t know ..................................................................5
GO TO Q27a
Q26b In what way do you think they (may) have failed to maintain confidentiality?
PROBE FULLY RECORD VERBATIM
Q27a. Has Austrade’s work for you finished?
Yes ..............................................................................1
No ................................................................................2
GO TO Q28a
Q27b. When the work was finished did Austrade’s Australian operations contact you to see
what further assistance they could provide?
Yes ..............................................................................1
No ................................................................................2
Q27c1 What actions have, or will be, taken as a result of Austrade’s services? PROBE
FULLY. CODE AND RECORD
Made sales/exports .................................................................... 1
GO TO Q28a
Followed up sales/export opportunities...................................... 2
Put in bids/tenders for business ................................................. 3
Set up a distributor/representative/agent ................................... 4
Sent products/samples to country to show to buyers ................ 5
Established/maintained contacts
with (potential) customers/agents .............................................. 6
Travelled to country/export markets........................................... 7
Participated in trade fair/exhibition ............................................. 8
Developed/modified products/services offered .......................... 9
Increased/gained knowledge about markets/countries............ 10
Decided to change plans/not export to particular country........ 11
Other outcomes (SPECIFY) ..................................................... 12
None, no further action ............................................................ 13
GO TO Q27d
Other (SPECIFY) .................................................................... 14
Don’t know ............................................................................... 15
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Q27c2 May I just check have you achieved any export sales in the past year as a result of
Austrade assistance involving Australian operations?
Yes ..............................................................................1
GO TO Q28a
No ................................................................................2
GO TO Q28a
Can’t say (SPECIFY REASON) ..................................3
GO TO Q28a
Q27d. What has prevented action being taken? PROBE FULLY. CODE AND RECORD
Not enough commercial potential to justify action ......1
Company lacks resources ...........................................2
Other (SPECIFY) ........................................................3
Don’t know ..................................................................4
Q28a. How would you rate the overall performance of Austrade’s Australian operations in
assisting you in the last 12 months? Would you say…(READ OUT) ROTATE
SCALE
Extremely good ...........................................................1
GO TO Q29a
Very good ....................................................................2
GO TO Q29a
Good ...........................................................................3
GO TO Q29a
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
GO TO Q29a
Q28b. Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
Q29a. Were you charged for the services you received from Austrade?
Yes were/will be charged ............................................1
Some were free, others were charged ........................2
No ................................................................................3
GO TO SECTION 4
Services were charged for, but paid for by State
Development/other agency .........................................4
GO TO SECTION 4
Don’t know ..................................................................5
GO TO SECTION 4
Q29b. Were you given a quotation and service proposal in advance telling you what the
services would cost and what would be delivered?
Yes ..............................................................................1
No ................................................................................2
GO TO Q29e
Don’t know ..................................................................3
GO TO Q29e
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Q29c. Was the basis of the quotation clear to you?
Yes ..............................................................................1
GO TO Q29e
No ................................................................................2
Don’t know ..................................................................3
GO TO Q29e
Q29d. In what way was it not clear? RECORD VERBATIM:
Q29e. Was the eventual charge in line with what you expected?
Yes ..............................................................................1
GO TO PRE Q30
No ................................................................................2
Not yet received bill/invoice ........................................3
GO TO PRE Q30
Don’t know ..................................................................4
GO TO PRE Q30
Q29f. In what way did the charge differ?
Charge was higher (SPECIFY) ...................................1
Charge was lower (SPECIFY) ....................................2
PRE Q30: IF Q29e =1,2,4 ASK Q30a. IF Q29e=3 AND Q29b=1 ASK Q30b.
ELSE GO TO SECTION 4
Q30a Taking account of the services you received and the charge that was made for them
how would you rate the value for money of the services from Austrade? Would you
say..? READ OUT
Q30b Taking account of the services you received and the fee that you were quoted how
would you rate the value for money of the services from Austrade? Would you
say…? READ OUT
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
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Section 4: Export Opportunities
ASK ALL
Q31 On occasion Austrade will contact clients directly with leads for export sales or
overseas investment opportunities. Have you been contacted about such
opportunities BY ANY SECTION OF AUSTRADE in the last 12 months?
(INTERVIEWER: DO NOT INCLUDE OPPORTUNITIES PUBLISHED BY
AUSTRADE ON WEB SITE)
Yes ..............................................................................1
No ................................................................................2
GO TO Q33
Q32a Approximately how many times have you been contacted by Austrade with this kind
of information in the last 12 months?
Once only ....................................................................1
2 – 4 times ...................................................................2
5 or more times ...........................................................3
Don’t know ..................................................................4
Q32b. Has the information you have received been relevant to your business? Would you
say...? READ OUT
All the opportunities were relevant ..............................1
Some were relevant ....................................................2
Most or all of what was received was irrelevant .........3
Don’t know (DO NOT READ) ......................................4
Q32c. Have you pursued (any of) the opportunities provided to you by Austrade?
Yes - all of them ..........................................................1
GO TO Q33
Yes, some of them ......................................................2
No, none ......................................................................3
Q32d. For what reason did you not pursue (some of) the opportunities provided to you?
PROBE FULLY AND RECORD
Too busy .....................................................................1
Not enough information given .....................................2
Company lacks resources ...........................................3
Other (SPECIFY) ........................................................4
Don’t know ..................................................................5
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Q33
Austrade also publishes export leads and opportunities on its web site. Were you
aware of these opportunities on the web site?
Yes ............................................................................................... 1
No ................................................................................................. 2
GO TO PRE Q34c
Not sure/don’t know ..................................................................... 3
GO TO PRE Q34c
Q34a. Do you check the website for such opportunities?
Yes ............................................................................................... 1
GO TO Q34e
No ................................................................................................. 2
Q34b. Why is that? PROBE FULLY
Forgot about it/ forgot to do so ..................................................... 1
GO TO PRE Q35
Not enough time/too busy ............................................................ 2
GO TO PRE Q35
Don’t want opportunities that other people are also going for ..... 3
GO TO PRE Q35
Don’t have access to the Internet / don’t use Internet ................. 4
GO TO PRE Q35
Other (RECORD VERBATIM) ...................................................... 4
GO TO PRE Q35
Not sure/don’t know ..................................................................... 5
GO TO PRE Q35
ASK THOSE NOT AWARE OF OPPORTUNITIES ON THE WEB
Q34c. Would you be interested in accessing opportunities via the website in future?
Yes ............................................................................................... 1
GO TO PRE Q35
No ................................................................................................. 2
Maybe / Not sure .......................................................................... 3
GO TO PRE Q35
Q34d. Why is that? PROBE FULLY RECORD VERBATIM
ASK THOSE WHO CHECK OPPORTUNITIES ON THE WEB
Q34e. Have you pursued any opportunities that you found via the web site?
Yes ............................................................................................... 1
No ................................................................................................. 2
Not sure/don’t know ..................................................................... 3
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PREQ35: IF YES TO Q32c OR Q34e ASK Q35, OTHERS GO TO SECTION 5
Q35. How would you rate Austrade in terms of this aspect of their work, that is providing
leads and export opportunities? Would you say…? READ OUT
(ROTATE SCALE 1 - 7)
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ...........................................................7
Don’t know (DO NOT READ) ......................................8
Section 5: Confirmation of Sales
CHECK SAMPLE RECORD: IF RESPONDENT HAS ANY EXPORT DEAL/OUTWARD
INVESTMENT RECORDED ASK Q36. OTHERS GO TO NEXT SECTION
Q36. READ OUT: Austrade keeps a confidential database of successful export and
investment deals in which it has been involved in providing some assistance. They
would like to verify the accuracy of this database and have provided some
information to us on a confidential basis.
REPEAT Q36a to d FOR EACH COUNTRY WITH A RECORDED EXPORT/INVESTMENT
DEAL (UP TO 5 COUNTRIES).
a)
According to their records, in the past year Austrade has assisted your organisation
with AT LEAST ONE international investment or export deal in (COUNTRY) in the
past year? Is this correct?
Yes…………………………………….. .................................................. 1
No, have made sales/investments but Austrade not involved…………2
No, have attempted but not made sales or invested in that country… 3
No, not attempted to export to or invest in that country at all .............. 4
No, sale or investment is not yet completed, still in negotiation….. ..... 5
Other answer (SPECIFY) ………………………………………………... 6
IF YES TO (a) ASK b) AND IF NECESSARY (c ) AND/ OR (d)
b)
Austrade’s records also show that the export/investment they assisted your
organisation with in (COUNTRY) was worth (SALES/INVESTMENTS RECORDED
FOR COUNTRY). Would that be approximately correct?
Yes ............................................................................................... 1
No, figure is wrong – 0VERSTATED ........................................... 2
ASK Q36c
No, Austrade only involved in some sales/investments, not all ... 3
ASK Q36c
No, figure is wrong – UNDERSTATED ........................................ 4
ASK Q36c
Other answer (SPECIFY) ............................................................. 5
ASK Q36c
Don’t know – do not have figures/ cannot confirm ....................... 6
Don’t know – not clear how figure is calculated .......................... 7
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IF CODE 2 -5 AT (b) ASK (c)
Q36c Approximately what would be the value of the sales/investments in that country
resulting from activities that Austrade has been involved in?
RECORD $_________ USE 9 FOR DON’T KNOW, 8 FOR REFUSED
IF SALES/INVESTMENTS AT Q36a REFER TO CANADA, CHINA, INDIA, JAPAN,
RUSSIA, SAUDI ARABIA, TAIWAN, USA ASK Q36d
Q36d Which Austrade offices were associated with those sales/investments?
Section 6 EMDG Scheme
ASK ALL
Q37. Before today, were you aware that Austrade provides financial assistance in the form
of Export Market Development Grants?
Yes/Aware ...................................................................1
Q38
No/Not aware ..............................................................2
GO TO SECTION 7
Don’t know ..................................................................3
GO TO SECTION 7
How did you FIRST find out about the Export Grants scheme?
Always known about it............................................................................... 1
GO TO Q40
(Someone at) Austrade informed me ........................................................ 2
GO TO Q40
Austrade brochure/pamphlets ................................................................... 3
Via Austrade website ................................................................................ 4
Through literature/pamphlet ...................................................................... 5
State/Regional development office ........................................................... 6
Through industry association .................................................................... 7
From accountant ....................................................................................... 8
Export grant consultant ............................................................................. 9
Through previous experience ................................................................. 10
From friend/colleague ............................................................................. 11
Newspaper/magazine ............................................................................. 12
Other (Specify) ........................................................................................ 13
Don’t know .............................................................................................. 14
Q39.
GO TO Q40
Did you subsequently talk to someone at Austrade for advice or further information
about the scheme?
Yes ..............................................................................1
No ................................................................................2
GO TO Q42a
Don’t know ..................................................................3
GO TO Q42a
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Q40.
When did you LAST talk to someone at Austrade about the Export Grants scheme?
Within past year ..........................................................1
Over 1 – 2 years ago...................................................2
Over 2 – 3 years ago...................................................3
GO TO Q42a
Over 3 – 4 years ago...................................................4
GO TO Q42a
More than 4 years ago ................................................5
GO TO Q42a
Don’t know ..................................................................6
GO TO Q42a
IF SPOKEN TO AUSTRADE IN PAST TWO YEARS ASK Q41a; ELSE GO TO Q42a.
Q41a. Did the Austrade staff clearly explain the eligibility criteria for the export grants
scheme?
Yes ..............................................................................1
No ................................................................................2
Don’t know ..................................................................3
Q41b. Did the Austrade staff clearly explain how to apply for the scheme?
Yes ..............................................................................1
No ................................................................................2
Did not need them (used an Export Market Grant
Consultant) ..................................................................3
Don’t know ..................................................................4
Q42a. Have you ever applied for assistance under the export grants scheme?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 7
Don’t know ..................................................................3
GO TO SECTION 7
Q42b. Was your application successful?
Yes ..............................................................................1
No refused ...................................................................2
Not yet determined ......................................................3
Don’t know ..................................................................4
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Q42c. Overall how would you rate Austrade’s performance in handling your last EMDG
application? Would you say READ OUT..ROTATE SCALE 1 – 7.
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ) ......................................8
Section 7: Problems/Complaints
ASK ALL
Q43. Thinking back over all your dealings with any Austrade office in the past year, how
many problems or issues have you had, if any?
No real problems .........................................................1
GO TO Q47
One .............................................................................2
Two or more ................................................................3
Continual problems .....................................................4
IF CODE 2, 4 ASK Q44a IF CODE 3 ASK Q44b
Q44a. What was the nature of the problem(s) that you had?
Q44b. Please think about the problem that was of most importance to you in the past year.
What was the nature of those problem(s)? PROBE FULLY. RECORD VERBATIM:
RECORD POST AND PROBLEM
Q45a How did you attempt to handle the problem (s)? RECORD ALL ANSWERS
Contacted (in person/phone etc) Austrade staff .........1
Made a complaint ........................................................2
Disputed/refused to pay bill ........................................3
Engaged another agency/consultant ..........................4
Other (SPECIFY) ........................................................5
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IF COMPLAINT CODED (CODE 2) ASK Q45b. ELSE SKIP TO Q46a
Q45b. How would you rate the way the complaint was dealt with by Austrade? Would you
say they were… READ OUT
Very good ....................................................................1
Good ...........................................................................2
Neutral .........................................................................3
Poor .............................................................................4
Very poor .....................................................................5
Don’t know (DO NOT READ) ......................................6
Q46a. Were the problems eventually resolved to your satisfaction?
Yes ..............................................................................1
GO TO Q47
No ................................................................................2
Q46b. Would you like someone from Austrade to contact you regarding the issues you have
encountered ?
Yes ..............................................................................1
TAKE DETAILS
No ................................................................................2
ASK ALL
Q47. During the past year have you experienced any instances of outstanding service from
Austrade?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 8
Don’t know ..................................................................3
GO TO SECTION 8
IF YES:
Q48. Please tell me what actually happened that you found particularly good – what made
that an example of outstanding service? PROBE FULLY. RECORD VERBATIM:
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Section 8: Austrade Website
PRE Q49: CHECK Q34a IF CODE1 (RESPONDENT USES WEBSITE) GO TO Q50b.
OTHERS ASK Q49
Q49. Earlier I mentioned the Austrade web site. Have you ever accessed the web site?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 9
Q50a. How would you rate the overall usefulness of the web site to you? Would you say...?
READ OUT
Q50b. Earlier we mentioned the Austrade web site. How would you rate the overall
usefulness of the web site to you. Would you say..? READ OUT
Very useful ..................................................................1
Useful ..........................................................................2
Not very useful ............................................................3
Not at all useful ...........................................................4
Don’t know (DO NOT READ) ......................................5
Section 9 Other Organisations/Improvements
ASK ALL
Q51. Thinking now about OTHER organisations that provide export advice or services.
From which of the following types of organisations have you sought export advice or
services in the past 12 months? READ OUT.
IF NONE/DK TO Q52 GO TO PRE Q55; IF 1 ONLY GO Q53; IF MORE THAN 1 ASK Q52.
Q52. Which of those did you make most use of in the past 12 months?
RECORD ONE ONLY
Q51
ALL
used
Q52
Used
MOST
State government department
1
1
Industry Association
2
2
Management / marketing consultant / business adviser
3
3
Accountant / lawyer
4
4
Export agent
5
5
Local agency in country concerned
6
6
Any other (SPECIFY)
7
7
None
8 (GO TO PRE Q55)
Don’t know
9 GO TO PRE Q55
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ASK Q53 ABOUT THE ONE ORGANISATION MENTIONED AT EITHER Q52a OR Q52b
Q53. Thinking then about (ORGANISATION AT Q52) do you regard the services of that
organisation as complimentary to Austrade or as an alternative to Austrade’s
services?
Complimentary service ...............................................1
GO TO PRE Q55
Alternative ...................................................................2
Can’t say .....................................................................3
Q54.
(When you do) why do you use the services of (ORGANISATION AT Q51/Q52)
instead of Austrade? RECORD VERBATIM. PROBE FULLY
More relevant to OUR INDUSTRY/suits our business .............................. 1
Better understanding of THE COUNTRY we were interested in .............. 2
Genuinely interested/better understand our business .............................. 3
Can provide MORE CONTACTS/meetings in the country concerned ...... 4
Free service/don’t pay ............................................................................... 5
Cheaper service ........................................................................................ 6
Can provide better/more relevant/more SPECIFIC INFORMATION ........ 7
More PROACTIVE than Austrade ............................................................. 8
More professional/efficient/effective .......................................................... 9
Greater probability of success ................................................................ 10
Like to shop around/get second opinion ................................................. 11
Other reasons (SPECIFY)....................................................................... 12
Can’t say ................................................................................................. 13
PRE Q55: IF YES TO Q9a OR Q9b OR CODE 1,3,5 AT Q9c ASK Q55a. ELSE ASK Q55b.
Q55a. In future, if your organisation were considering new or expanded exporting or
overseas investment, how likely would you be to use Austrade? Would you say..
Q55b. In future, if you were advising a company on new or expanded exporting or overseas
investment, how likely would you be to use Austrade? Would you say..
Definitely would ...........................................................1
GO TO Q57
Probably would ............................................................2
GO TO Q57
Might or might not .......................................................3
Probably would not......................................................4
Definitely would not .....................................................5
Don’t know (DO NOT READ) ......................................6
Q56.
GO TO Q57
Why do you say that? PROBE FULLY. RECORD VERBATIM:
ASK ALL
Q57. So, overall what would you suggest that Austrade do to improve its services in the
coming year? PROBE FULLY. RECORD VERBATIM:
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Section 10: Organisation Details
READ OUT: Now we have just a few more questions for classification purposes.
CHECK Q9c: IF CODED 2 OR 4 (Export Consultant /Adviser or Industry Association)
ASK Q58. ALL OTHERS GO TO Q63.
Q58.
Thinking about the company that you represented when you received the Austrade
service, and particularly the Australian operations of that company. Approximately
how many employees does that company currently have within Australia?
READ OUT.
1 - 4 .............................................................................1
5 - 19 ...........................................................................2
20 to 49 .......................................................................3
50 - 99 .........................................................................4
100 - 199 .....................................................................5
200 - 499 .....................................................................6
500 or more .................................................................7
Don’t know ..................................................................8
Q59.
Is that company an exporter or just thinking about getting into exporting?
Exporter .......................................................................1
Thinking about exporting .............................................2
Q60.
GO TO Q62
For how long has that company been exporting?
Less than 1 year ..........................................................1
1-2 years .....................................................................2
3-5 years .....................................................................3
6-10 years ...................................................................4
11-15 years .................................................................5
More than 15 years .....................................................6
Don’t know ..................................................................7
Q61.
How many countries do they export to? READ OUT.
1 to 4 ...........................................................................1
5 to 9 ...........................................................................2
10 to 19 .......................................................................3
20 or more ...................................................................4
Don’t know ..................................................................5
Q62.
What goods or service does that company export/is that company thinking of
exporting? PROBE FULLY
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IF Q9a =1, Q9b =1 or 9c=1, 3, 5 ASK Q63. OTHERS GO TO CLOSE
Q63. Approximately how many employees does your company currently have within
Australia? READ OUT.
1 - 4 .............................................................................1
5 - 19 ...........................................................................2
20 to 49 .......................................................................3
50 - 99 .........................................................................4
100 - 199 .....................................................................5
200 - 499 .....................................................................6
500 or more .................................................................7
Don’t know ..................................................................8
IF CODE 1 AT Q9a OR Q9b (OR 3, 5 AT Q8c) ASK Q64
If Q9c=1 GO TO Q66
Q64. For how long has your company been exporting / (operating overseas)?
Less than 1 year ..........................................................1
1-2 years .....................................................................2
3-5 years .....................................................................3
6-10 years ...................................................................4
11-15 years .................................................................5
More than 15 years .....................................................6
Don’t know (DO NOT READ) ......................................7
Q65.
How many countries do you export to (operate in)? READ OUT.
1 to 4 ...........................................................................1
5 to 9 ...........................................................................2
10 to 19 .......................................................................3
20 or more ...................................................................4
Don’t know (DO NOT READ) ......................................5
Q66.
What goods or services does your company export/is your company thinking of
exporting? PROBE FULLY
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Q67a. As best you know, is the turnover of your organisation in Australia less than or more
than 5 million dollars per year?
Less than $5 million ....................................................1
ASK Q67b
$5 million or more........................................................2
GO TO Q67c
Don’t know ..................................................................3
GO TO CLOSE
Refused .......................................................................4
GO TO CLOSE
Q67b. Approximately what would be the annual turnover of your organisation in Australia?
READ OUT
Up to $100,000............................................................1
$100, 000 to $499,000 ................................................2
$500,000 to $1.9 million ..............................................3
$2 million to $4.9 million ..............................................4
Don’t know (DO NOT READ) ......................................9
Refused .....................................................................10
Q67c. Approximately what would be the annual turnover of your organisation in Australia?
READ OUT
$5 to $19.9 million .......................................................5
$20 to $49.9 million .....................................................6
$50 to $99.9 million .....................................................7
$100 million or more....................................................8
Don’t know (DO NOT READ) ......................................9
Refused .....................................................................10
CLOSE - THANK RESPONDENT AS FOLLOWS:
That was my final question. On behalf of Austrade and Wallis Consulting Group may I thank
you for giving us this interview. You have our assurance that your answers will be kept
confidential. After analysis of the survey, which will take about three months, all names and
contact information will be removed and destroyed.
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