2005 Survey Employer Satisfaction with New Apprenticeships Centres
1
EMPLOYER SATISFACTION SURVEY 2005
INTRODUCTION:
Good (…). My name is (….) calling on behalf of the Commonwealth Department of Education, Science
and Training. May I speak to <insert contact name>?
(REINTRODUCE IF NECESSARY:)
(Survey Contractor) has been asked to conduct a 10 minute interview about the services you received
from a New Apprenticeships Centre about <Insert apprentice/trainee name>.
Departmental records show that you have used <Insert NAC name> in the last 6 months. We’d like to
ask you a few questions about your experience with <Insert NAC name>. You should have received a
letter about the survey.
The survey is confidential and the information collected will help us to understand employers’ views
and how the Department can improve services to employers. As a quality assurance procedure, parts
of this interview may be monitored. Can you do the survey now?
(IF UNSURE ABOUT NAC OR CONTACT IS NO LONGER THERE:) I need to speak to the person
responsible for employing <Insert apprentice/trainee name> as an apprentice or trainee, perhaps the
human resources or personnel manager?
(IF NECESSARY:)
If you have any questions about this survey you can call the Department of Education, Science and
Training on 1300 367 847
(IF ASKED: This survey has been approved by the ABS statistical clearing house and the reference
approval number is (Approval Number). You may phone the statistical clearing house on (02) 6252
5285 to verify this approval number.)
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Q1
Continue
Schedule callback
Refused
Non qualifying
Government/ Business
Terminated early
Non working number
Non English speaking/ Hearing Impaired
Not available for duration of study
Duplicate
No answer
Answering machine
Engaged
According to Departmental records, you have had contact with <Insert NAC name> in the last
6 months. Is this correct?
IF NECESSARY SAY:
New Apprenticeships Centres provide information and services to employers and people
interested in becoming a New Apprentice as well as administering Commonwealth Incentive
payments to employers.
The records show you have had contact with <Insert NAC name> about <Insert name of
apprentice/trainee>.
1.
2.
3.
Yes – have had contact
No – no contact or unsure
Can’t say
(Terminate)
(Terminate)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q2
Thinking about all aspects of the service you received from <Insert NAC>. Overall, would you
say you were satisfied or dissatisfied with the service provided?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
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6.
Q3a
2
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
(Go to Q3b)
(Go to Q3b)
(Go to Q4)
(Go to Q4)
Satisfied with the NAC
Why do you say that you were satisfied with <Insert NAC>?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
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No problems/everything was OK
Prompt/correct incentive payments
NAC provided ample information
NAC explained things well/informative
NAC staff were friendly and/or helpful
They were easy to deal with
Good at keeping contact (keeping in touch)
Met our needs
Good customer service
They provided a professional service
Made the paperwork easy
Were thorough in following up
Easy to contact
Helpful in employing apprentice/trainee
Other reason for satisfaction (SPECIFY)
16. (Don’t know)
NOW GO TO Q4
Q3b
Dissatisfied with the NAC
Why do you say that you were dissatisfied with <Insert NAC>?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
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Poor at keeping in touch
Incorrect incentive payments
Slow in processing paperwork and/or payments
Lost paperwork
Inadequate information given
Poor advice given
Did not explain the scheme/system adequately
Staff were unfriendly and/or unhelpful
Difficult to deal with
Unprofessional
Made it seem hard/confusing
Had to deal with too many (different) people
Difficult to contact
Poor customer service
System confusing/hard to follow
Other reason for dissatisfaction (SPECIFY)
17. (Don’t know)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q4
3
Which of the following is <Insert apprentice/trainee name> doing or completed, an
apprenticeship or a traineeship?
IF ASKED DIFFERENCE: A traineeship normally lasts for up to a year, an apprenticeship takes
three years or more.
IF STILL UNSURE SAY: For the purposes of this interview we will use the term traineeship.
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Q5
Has <Insert apprentice/trainee name> completed the <Insert A or T>?
(CLARIFY IF NOT COMPLETED – DO NOT READ OUT)
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Q6
Apprenticeship
Traineeship
Trainee-Apprenticeship (NSW only)
Yes
No, did not start
No, dropped out
No, left my employment
No, still training
(Don’t know)
(Go to Q.8)
(Go to Q.7)
(Go to Q.7)
Completed apprenticeship/traineeship
Did <Insert apprentice/trainee name> stay on with you after completing the <Insert A or T>?
1. Yes
2. No
3. Don’t know
Q7
(Go to Q.8)
(Go to Q.8)
(Go to Q.8)
(Go to Q.8)
(Go to Q.8)
Still training
If circumstances allow, will you keep <Insert apprentice/trainee name> on after completing the
<Insert A or T>? Would you say you… READ OUT.
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Definitely will
Probably will
Might or might not
Probably will not
Definitely will not
6. Don’t know
Q8
Now thinking about <Insert NAC>, why did you use that particular New Apprenticeships Centre
rather than any other?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
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They approached me with information about apprentices/trainees
Saw their advertisement on TV/radio/newspaper
Friends/relatives/colleagues recommended them
Referred to them by State Training Authority
TAFE (or other Registered Training Organisation) recommended them
Convenient location
Specialised in people like me (special group)
Had previous contact with them
Only one I knew of/first one I came across
Not happy with the previous NAC
Industry Group/ Association only uses this NAC
Former staff member made the arrangements
Other reason (SPECIFY)
14. (Don’t know)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q9
4
One role of a New Apprenticeships Centre is to provide comprehensive information in regard to
taking on an apprentice or trainee.
Did <Insert NAC> give you any information about…(READ OUT)?
Yes
No
(Doesn’t
apply)
(Don’t
know)
a
The range of training courses available
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b
How you could change or adapt the training
to suit your business needs
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c
The organisations near you that could deliver
the training services you needed
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d
e
The choices available in how training is
delivered, for example full-time, part-time, offsite, on-site and so on
The role of the State Training Authority which
in your state is <Insert State Training
Authority name>
f
Incentives and allowances available
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Your rights and obligations under a training
agreement
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h
What was needed to set up the <Insert A or
T>
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Q10 Have obtained NO information from the NAC (No ‘Yes’ answers in Q9)
Have you had any contact with <Insert NAC> other than to lodge your training agreement?
1. Yes – did have other contact
2. No – just lodged an agreement
Q11
(Go to Q13)
Do you agree or disagree that the information provided by <Insert NAC>…? (READ OUT)
(PROBE: Is that strongly or somewhat)?
Strongly
agree
Somewhat
agree
Somewha
t disagree
Strongly
disagree
(Neither)
(Don’t
know)
a
Was accurate
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b
Was provided when you
needed it
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c
Was easy to understand
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d
Answered all your questions
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e
Was consistent
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Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q12
Overall, were you satisfied or dissatisfied with the information provided by <Insert NAC>?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
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Q13
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
Did <Insert NAC> assist you in completing any of the necessary paperwork to take on <Insert
apprentice/trainee name>?
1. Yes
2. No
3. (Don’t know)
Q14
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
Did you apply for an incentive payment in relation to <Insert apprentice/trainee name>?
1. Yes
2. No
3. Don’t know
Q16
(Go to Q15)
(Go to Q15)
Received assistance in completing paperwork
Were you satisfied or dissatisfied with the assistance given in completing the paperwork?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
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Q15
5
(Go to Q17)
Didn’t apply for an incentive payment
Did <Insert NAC> tell you that you may be eligible for incentives?
1. Yes
2. No
3. Don’t know
NOW GO TO Q23
Q17
Applied for an incentive payment
Did <Insert NAC> help you apply for an incentive payment?
1. Yes
2. No
3. Don’t know
(Go to Q19)
(Go to Q19)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q18
Were you satisfied or dissatisfied with the assistance from <Insert NAC> in applying for the
incentive?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
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Q19
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
Applied for an incentive payment
Did you receive an incentive?
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Q20
6
Yes
No
Not sure/not yet – hasn’t been decided
(Don’t know)
(Go to Q21)
(Go to Q23)
(Go to Q23)
Did not receive incentive
Did <Insert NAC> inform you of the reason why you did not receive an incentive?
1. Yes
2. No
3. (Don’t know)
NOW GO TO Q23
Q21
Received incentive
Did you experience any problems in getting your incentive payments?
1. Yes
2. No
3. (Don’t know)
(Go to Q23)
(Go to Q23)
Q22 Specifically, what problem did you have in getting your incentive payment?
(RECORD VERBATIM) (PROBE FULLY)
Q23
After you took on <Insert apprentice/trainee name> did someone from <Insert NAC> contact or
visit you?
1. Yes
2. No
3. (Don’t know)
Q24
After you took on <Insert apprentice/trainee name> did you contact <Insert NAC> for any
reason?
1. Yes
2. No
3. (Don’t know)
(If NT, go to Q25, else to Q27)
(Go to Q27)
(Go to Q27)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q25
ONLY NT - Contacted NAC after taking on apprentice/trainee
Why did you contact <Insert NAC>?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
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Q26
7
Help with problem with/ about apprentice/trainee
Help with problem with training provider/Registered Training Organisation
Information about training
Information about something else (SPECIFY)
Follow up payments/appointments
Other (SPECIFY)
(Don’t know) (Go to Q27)
ONLY NT
Did <Insert NAC> assist you in addressing any problems that occurred?
1. Yes – assisted with problems
2. No – didn’t assist with problems
3. Can’t say
Q27
Were you satisfied or dissatisfied with the contact you had with <Insert NAC> when you were
first taking on <Insert apprentice/trainee name>?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)?
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Q28
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
Has the <Insert apprentice/trainee name> finished the 3 month probationary period?
1. Yes
2. No
3. (Don’t know)
Q29
(Go to Q30)
(Go to Q30)
3 month probationary period completed
Were you satisfied or dissatisfied with the contact from <Insert NAC> after the probationary
period had ended? (IF NECESSARY: A claim form, site visit or even lodging a form is
considered contact)
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
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5.
6.
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
8
Q30 I’d like you to think about the level of customer service provided by <Insert NAC> in general.
Do you agree or disagree that <Insert NAC> …?
(PROBE: Is that strongly or somewhat?)
a
b
Q31
Strongly
disagree
(Neither)
(Don’t
know)
1
2
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5
6
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6
c
Was helpful
1
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6
d
Acted quickly to meet your
needs
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6
e
Was reliable
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6
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know)
Played an important role
Played a minor role
Played no role at all
(Don’t know)
If circumstances allowed, would you consider hiring an apprentice or trainee in the future?
1. Yes
2. No
3. (Don’t know)
Q34
Somewha
t disagree
In terms of your experience in employing an apprentice or trainee, would you say that <Insert
NAC>…?
1.
2.
3.
4.
Q33
Somewhat
agree
Were you satisfied or dissatisfied with the customer service you received from <Insert NAC>
overall?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied)
1.
2.
3.
4.
5.
6.
Q32
Offered a service which took
your individual business
needs into account
Was easy to contact if you
needed them
Strongly
agree
(Go to Q35)
(Go to Q35)
Would NOT consider hiring apprentice/trainee in future
Why wouldn’t you consider hiring an apprentice or trainee in the future?
(RECORD VERBATIM) (PROBE FULLY)
Q35
If you were to consider hiring an apprentice or trainee, would you use <Insert NAC> again?
1.
2.
3.
4.
Yes – NFI
Yes – no other choice/ only one available
No
(Don’t know)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
Q36
Did you ever feel like making a complaint about <Insert NAC>?
1. Yes
2. No /Unsure
Q37
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know)
(Go to Q41)
(Go to Q41)
(Go to Q41)
(Go to Q41)
Dissatisfied with way complaint was handled
Why do you say that you were dissatisfied with the way in which your complaint was handled?
(PROBE FULLY) (ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
Q41
NAC
DEST
State Training Authority
TAFE or Registered Training Office
Other (SPECIFY)
(Don’t Know / Can’t Remember)
Were you satisfied or dissatisfied with the way in which your complaint was handled?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied)
1.
2.
3.
4.
5.
6.
Q40
(Go to Q41)
(Go to Q41)
Made a complaint
Who did you complain to?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
6.
Q39
(Go to Q41)
Wanted to complain
Did you actually make a complaint?
1. Yes
2. No
3. (Don’t Know)
Q38
9
Poor communication/didn’t return calls/follow up/get back to me
No outcome/resolution to complaint
Rude/impersonal/unhelpful service
Other (SPECIFY)
(Don’t know)
In the last 6 months have you dealt with a New Apprenticeships Centre other than <Insert
NAC>?
1. Yes
2. No
3. (Don’t know)
(Go to Q43)
(Go to Q43)
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
10
Q42 Why have you used more than one NAC?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
1. Poor service from original NAC
2. Contacted by more than one NAC
3. Apprentice or trainee wanted to deal with a different NAC or was already dealing with a
different NAC
4. Wanted alternative/ to try an alternative
5. Recommended/told to use more than one NAC
6. More convenient location
7. Forced/had to use more than one NAC
8. Confused about which NAC had my records
9. Wasn’t my decision
10. Other (SPECIFY)
11. (Don’t know)
Q43
How many people work at your location, including any casual and part time staff?
RECORD NUMBER OF EMPLOYEES (USE 9999 FOR DON’T KNOW)
Q44
In total, how many apprentices or trainees have you employed over the last
12 months? (NOTE: New members of staff, not existing staff being trained).
RECORD NUMBER OF APPRENTICE OR TRAINEES EMPLOYED
(USE 9999 FOR DON’T KNOW)
END
That’s the end of the survey. Thank you for answering our questions. Just to remind you, my
name is (…) from (Survey Contractor). If you have any queries about this research you may
call the Department of Education, Science and Training on their toll free number 1300 367 847
during business hours 9am-5pm.
Department of Education, Science and Training
2005 Survey Employer Satisfaction with New Apprenticeships Centres
1
Department of Education, Science and Training