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business.gov.au – Intermediaries (accountants)
telephone survey
Introduction
Good morning / afternoon. My name is [interviewer’s name]. I’m calling on behalf of the
Department of Industry, Tourism and Resources from ORIMA Research. May I please speak to
[a senior accountant]?
The Department of Industry, Tourism and Resources is conducting some research with
accountants to identify what services they use to get information on business administration
issues and government services.
This interview should take around 15 minutes of your time. Is now a good time for you to talk?
1 Yes Continue
2 No - Schedule alternative time if possible
The answers you provide will only be used for research purposes and your identity will remain
confidential. While we’d prefer that you answer all questions, if there is anything you don’t
want to answer, that’s fine, just let me know.
Say, only if requested: You have been randomly selected from Australian Business Directory
to take part.
Our call may be monitored by my supervisor for quality assurance purposes.
A . Screening Question
screenA. Can I firstly just confirm that your business is an accountancy firm with small
business clients?
(1) Yes
(2) No
[Go to section B]
[Go to heading hdScreened Out]
hdScreened Out. Unfortunately, for the purposes of this research, we do need to speak with
accountants. I appreciate your willingness to help.
Just to confirm, my name is [full name] from ORIMA Research. To verify that we’re a genuine
research company, would you like the telephone number for ORIMA Research (1800 806 951)
or the Australian Market and Social Research Society’s Surveyline (1300 364 830)?
[Thank and close].
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B . Awareness
hd_B. The first few questions are about your awareness of business information sources.
q1. Before today, had you ever heard of the business.gov.au website?
(1) Yes [Go to section D]
(2) I think so [Go to section D]
(3) No
q2.
Before today, had you ever heard of the:
a.
b.
c.
Business entry point website
ABN lookup (formerly known as ABR Public)
“New to Business” Checklist
Yes
Yes I
think so
No
1
1
1
2
2
2
3
3
3
ABN lookup, and the New to Business Checklist, form part of the suite of products available at
the business.gov.au website, formerly called Business Entry Point.
[If q2a=1 or 2, OR q2a=1 or 2, OR q2a=1 or 2, Go to section D]
[Otherwise continue to Section C]
C . Not aware of business.gov.au
hdCStart. business.gov.au is a government website providing information on planning,
starting and running a business. It offers access to government information, transactions and
services, such as ‘how-to’ guides, ABN lookup, government media releases, information about
employment, taxation, grants, insurance, occupational health and safety, registration, and
licences.
q3. Are you aware of any websites that provide such information? [INTERVIEWER NOTE:
Accept multiple responses.]
[1] Yes – aware of business.gov.au now that description given
[2] Yes (please specify which websites)
[3] No
[Go to section D]
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q4. Now that you are aware of business.gov.au, how likely are you to visit the site?
[INTERVIEWER NOTE: Read out.]
(1)
(2)
(3)
(4)
(5)
(6)
Definitely
Probably
Possibly
Probably not
Definitely not
[Don’t know / can’t say]
q5.
Why do you say that? [INTERVIEWER NOTE: Probe fully.]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
[If Q4=4 or 5, go to Section D]
q6. Do you think you would visit the business.gov.au site for yourself as a business, or on
behalf of clients? [INTERVIEWER NOTE: Accept multiple responses.]
[1]
[2]
[3]
[4]
Self
Clients
Other (please specify)
[Don’t know / can’t say]
[If Q3=2 or 3, go to Q13]
D . Awareness and usage of business.gov.au
q7. How did you first become aware of business.gov.au (formerly known as the Business
Entry Point)? [Alternative for respondents aware of BEP: “How did you first become aware of
Business Entry Point (now known as business.gov.au)?]
[INTERVIEWER NOTE: Do NOT prompt.]
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
(11)
(12)
(13)
(14)
(15)
(16)
(17)
Own accountant or equivalent
Business Enterprise Centre (BEC)
Business advisor (CIT mentor etc.)
Financial Planner
Own solicitor
Visited a government website (please specify )
Local government source (council, etc)
State/Territory government source
Federal government source
Search on the Internet (google, yahoo etc)
Industry association
Attending conference or seminar
Newspaper or magazine
TV (business programs)
Local Chamber of Commerce
Other [Please specify]
Don’t know / can’t remember
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q8.
Have you ever visited the business.gov.au website? Please note that ABN lookup, and
the New to Business Checklist, are part of business.gov.au.
(1) Yes [Go to q10]
(2) I think so [Go to q10]
(3) No/can’t remember
q9.
Why haven’t you visited the business.gov.au website? [INTERVIEWER NOTE: Probe
fully.]____________________________________________________________________________
_________________________________________________________________________________
________________________________________________________________________________
[Go to q13]
q10. How would you characterise your usage of business.gov.au?
[INTERVIEWER NOTE: Read out.]
(1)
(2)
(3)
(4)
(5)
(6)
First time visitor
Browser (visit infrequently, just to look around)
General visitor (visit monthly or less often, for specific information
Regular visitor (weekly or fortnightly)
Frequent visitor (at least several times a week)
Not sure
q11. On whose behalf do you usually visit the business.gov.au site?
[INTERVIEWER NOTE: Do not prompt]
(1)
(2)
(3)
(4)
(5)
For self – in capacity as a business [Go to q13]
For clients – in capacity as an advisor
For both self and for clients
Other (please specify)___________
[Go to q13]
Not sure [Go to q13]
q12. How would you characterize the typical clients on whose behalf you would visit the site?
[INTERVIEWER NOTE: Probe fully. Prompt specifically for business size, experience of client
(eg new to business).]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
q13. Are there other websites that you frequently visit to obtain information on behalf of
clients?
(1) Yes (please specify which websites)
(2) Yes – can’t remember which websites
(3) No
[If Q3=2 or 3, go to Section G]
[If Q8=3, go to Section G]
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E . Views about business.gov.au
Thinking about the business.gov.au website specifically…
q14. How often do you use or visit business.gov.au?
[INTERVIEWER NOTE: Read out.]
(1)
(2)
(3)
(4)
(5)
(5)
Daily
Several times a week
Several times a month
Several times a year
No more than once a year
Other (please specify) __________
q15a. Which of the following resources have you used?
[INTERVIEWER NOTE: Read out. Accept multiple responses.]
[1] ABN Lookup
[2] Transaction Manager
[3] Applying for an ABN
[4] ‘New to business checklist’
[5] How-to guide for ‘Thinking of starting a business’
[6] How-to guide for ‘Starting a business’
[7] How-to guide for ‘Exiting a business’
[8] Other (please specify)
[9] None of the above
q15b. business.gov.au provides information on a number of business topics. Please tell me
which of these topics you have used.
[INTERVIEWER NOTE: Read out. Accept multiple responses]
[1]
[2]
[3]
[4]
[5]
[6]
[7]
[8]
[9]
[10]
[11]
[12]
[13]
[14]
[15]
[16]
[17]
[18]
Starting a business
Running or growing a small business
Closing down a business
E-business
Employing people
Fair trading
Grants & assistance
Home-based business
Importing & exporting
Insurance
Intellectual property
Market research & statistics
Occupational health & safety
Registration & licences
Taxation
Tenders & contracts
Other [Please specify]
None of the above
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hd16_18. Thinking about your overall experience with the information on business.gov.au, to
what extent do you agree or disagree that:
q16.
q17.
q18.
Strongly
agree
Agree
Neither
agree nor
disagree
Disagree
Strongly
disagree
[Can’t
remember]
1
2
3
4
5
6
1
2
3
4
5
6
1
2
3
4
5
6
[Only ask if q11=2
or 3]
The topics and issues
covered accommodate
your client’s interests
and concerns
A visitor with a question
about a business topic
or service could find an
answer on this site
The site provides the
tools, information and
services that you would
expect to find on a
government website
[If OR(q16=4;q17=4;q18=4; q16=5;q17=5;q18=5) then go to q19]
[Go to q20]
q19. What suggestions do you have for how the business.gov.au information could be
improved? [INTERVIEWER NOTE: Probe fully.]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
q20. Are there any additional topics you think the site should cover that would benefit you or
your clients? [INTERVIEWER NOTE: Probe fully.]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
hd21_23. Thinking about your overall experience with the navigation of business.gov.au, to
what extent do you agree or disagree that:
q21.
q22.
q23.
It is easy to browse
through the
business.gov.au site
It is easy to link to
information on and off
the business.gov.au
site
It is clear what
information lies behind
the link
Strongly
agree
Agree
Neither
agree nor
disagree
Disagree
Strongly
disagree
[Can’t
remember]
1
2
3
4
5
6
1
2
3
4
5
6
1
2
3
4
5
6
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[If OR(q21=4;q22=4;q23=4; q21=5;q22=5;q23=5) then go to q24]
[Go to q25]
q24.
Do you have any suggestions for how the business.gov.au navigation could be
improved? [INTERVIEWER NOTE: Probe fully.]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
q25. Did you generally experience any speed or connection problems during your visits to
business.gov.au?
(1) No
(2) Yes (please give details) [Probe fully.]
hd26_28. To what extent do you agree or disagree that:
q26.
q27.
q28.
The resources and
information were easy
to use and understand
The resources and
information you used
directed you to an
appropriate source for
further information
The 'look and feel'
(design elements) of the
resources and
information you use
was good
Strongly
agree
Agree
Neither
agree nor
disagree
Disagree
Strongly
disagree
[N/A –
can’t
remember]
1
2
3
4
5
6
1
2
3
4
5
6
1
2
3
4
5
6
[If OR(q26=4;q27=4;q28=4; q26=5;q27=5;q28=5) then go to q29]
[Go to Section F]
q29. Could you please elaborate on why you disagree with <above statements>?
[INTERVIEWER NOTE: Probe fully. Please indicate which question(s) the respondent
elaborates on. Responses to previous questions: [cc6]]
________________________________________________________________________________
________________________________________________________________________________
_____________________________________________________________________________
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F. Overall views about business.gov.au
Hd30_31. Thinking about the business.gov.au service overall, to what extent do you agree or
disagree with the following statements:
q30.
q31.
q32.
I would be happy to recommend
this site to other accountants
I would be happy to recommend
this site to my clients
business.gov.au makes it easier
for businesses to deal with
government
Strongly
agree
Agree
Neither
agree nor
disagree
Disagree
Strongly
disagree
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
[If OR(q30=4;q31=4;q32=4; q30=5;q31=5;q32=5;
[Go to q34]
) then go to q33]
q33. Could you please elaborate on why you disagree with <above statements>?
[INTERVIEWER NOTE: Probe fully. Please indicate which question(s) the respondent
elaborates on. Responses to previous questions: [cc6]]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
q34. To what extent did the business.gov.au website meet your expectations?
(1)
(2)
(3)
(4)
Fully [Go to section G]
Mostly
Partially
Not at all
q35. Do you have any suggestions for how the business.gov.au website could be improved?
[INTERVIEWER NOTE: Probe fully.]
_________________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
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G. Awareness of BLIS
q36.
Have you been to a site that provides details of all licenses someone may require to
operate a business?
(1) Yes
(2) No
q37.
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
[Go to section H]
Was the website one of the following?
BLIS ACT
BLIS NSW
BLIS NT
BLIS QLD (Smart License)
BLIS SA
BLIS TAS
BLIS VIC
BLIS WA
Other [Please Specify]
[Don't Know / Not Sure]
q38.
Do you use this site for your clients, refer clients to this site, or use the site for your
own business?
[1] Use on behalf of clients
[2] Refer clients to site
[3] Use the site for own business
q39.
How did you first become aware of this website? [INTERVIEWER NOTE: Do NOT
prompt.]
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
(11)
(12)
(13)
(14)
(15)
(16)
(17)
Accountant or equivalent
Business Enterprise Centre (BEC)
Business advisor (CIT mentor etc.)
Financial Planner
Solicitor
Visited Department of Industry, Tourism and Resources website (www.industry.gov.au)
Visited other government agency website (please specify)
Local government source (council, etc)
State/Territory government source
Federal government source
Search on the Internet (google, yahoo etc)
Industry association
Attending conference or seminar
Newspaper or magazine
Local Chamber of Commerce
Other [Please specify]
Don’t know / can’t remember
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H . About your business
hdI. The next few questions are about your business and will help us analyse the data we
collect. I would once again like to remind you and reassure you that all these answers are
confidential and will not be used to identify you.
q40. How many staff (full time equivalent) does your firm employ?
[INTERVIEWER NOTE: Read out]
(1)
(2)
(3)
(4)
One person (myself)
2 to 5 staff
6 - 20 staff
21+ employees
q41. Which of the following best describes your role in the business?
[INTERVIEWER NOTE: Read out. Multiple responses accepted.]
[1]
[2]
[3]
[4]
Owner or Partner
Manager / Chief Executive / Managing Director / General Manager
Accountant / Bookkeeper / Admin Manager/ Accounts Department
Other [Please specify]
q42. How long has your business been operating?
(1)
(2)
(3)
(4)
(5)
(6)
Less than 12 months
1 – less than 3 years
3 – less than 5 years
5 – less than 10 years
10 – less than 15 years
15 years or more
q43. What is your business postcode? (If there are multiple sites, please record the postcode
for your headquarters or main site)___________
q44. Which of the following best describes your use of the internet?
(1) Have never used the internet [INTERVIEWER NOTE: Please do sensibility check based on
previous answers.]
(2) Rarely use the internet (less than 12 times a year, or less than once a month)
(3) Actively use the internet (more than 12 times a year, or at least once a month)
q45. Would you be willing to participate in any follow-up research?
(1) Yes (take contact details)
(2) No
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hdEnd Script. Thank you for your time. Just to confirm again my name is [Full Name] and the
name of our company is ORIMA Research.
To verify that we are a genuine Market Research company would you like either our phone
number (1800 806 951) or the number for the Australian Market and Social Research Society's
Surveyline (1300 364 830)? For more information about ORIMA Research, please feel free to
visit our website: www.orima.com [Thank and close]
q100. Respondent’s gender [Interviewer to code]
(1) Female
(2) Male
INTERVIEWER NOTES. [Please list all relevant issues that arose during this interview.]
[sm100.
[S_end.
End of questionnaire]
End of Survey]