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business.gov.au – Small Business Telephone
Survey
DRAFT
A. Introduction .......................................................................................................... 1
B. Awareness ............................................................................................................ 2
C. Not aware of business.gov.au ............................................................................ 3
D. Awareness and usage of business.gov.au........................................................ 3
E. business.gov.au Promotional Material .............................................................. 4
F. Views about the general usability of business.gov.au ..................................... 4
G. Last visit to business.gov.au ............................................................................. 5
H. Overall views about business.gov.au ................................................................ 7
I. About your business ............................................................................................. 8
A. 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 [name, or other
owner or manager of the business]?
The Department of Industry, Tourism and Resources is conducting some research with small
business owners and managers to identify what services small businesses rely on to get information
on business administration issues and government services.
This interview should take around 10 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 Telstra business listings to take part.
Our call may be monitored by my supervisor for quality assurance purposes.
i.
Can I firstly just confirm that your business employs 20 people or less?
1 Yes [continue]
2 No [Go to SmOutofScope]
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B. Awareness
1.
What are the top 3 sources you rely on for information or resources on planning, starting or
running your business? Do not prompt. [Multiple responses accepted]
1
Accountant or equivalent
10
Search on the Internet (google, yahoo etc)
2
Business Enterprise Centre (BEC)
11
Industry association
3
Business advisor (CIT mentor etc.)
12
Attending conferences or seminars
4
Financial Planner
13
Newspaper or magazines
5
Solicitor
14
TV (business programs)
6
Visited a government website (please specify ____________)
15
Local Chamber of Commerce
7
Local government source (council, etc)
16
Word of mouth (family, friends, colleagues)
8
State/Territory government source
17
Other (Please Specify)________________
9
Federal government source
BLIS
2.
Before today, had you ever heard of the Business Licence Information Service, or BLIS?
1 Yes
2 I think so
3 No
Go to Q4
The Business Licence Information Service (BLIS) is a free service that provides details of all licences
you may require to operate your business in Australia, including Commonwealth, State/Territory and
Local Government requirements.
3.
Now do you think you’ve heard of BLIS before?
1 Yes
2 I think so
3 No
Go to Q5
4.
How did you first become aware of BLIS? Do not prompt.
1 Accountant or equivalent
10 Federal government source
2 Business Enterprise Centre (BEC)
11 Search on the Internet (google, yahoo etc)
3 Business advisor (CIT mentor etc.)
12 Industry association recommendation
4 Financial Planner
13 Attending conference or seminar
5 Solicitor
6 Visited Department of Industry, Tourism and Resources website
(www.industry.gov.au)
7 Visited other government agency website
14 Newspaper or magazine item
8 Local government source (council, etc)
9 State/Territory government source
15 Local Chamber of Commerce
16 Word of mouth (family, friends, colleagues)
17 Other (Please
Specify)________________________________
18 Don’t know / can’t remember
Business.gov.au
5.
Before today, had you ever heard of the business.gov.au website?
1 Yes
2 I think so
3 No
Go to Q7
6.
Before today, had you ever heard of the Business Entry Point website?
1 Yes
2 I think so
Go to Section D. Awareness and usage of business.gov.au
3 No
Go to Section C. Not aware of business.gov.au
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7.
3
Have you visited any websites that have links to or referenced the business.gov.au website?
1 Yes
3 No / Don’t know
2 I think so
Go to Section D. Awareness and usage of business.gov.au
C. Not aware of business.gov.au
business.gov.au is a government website providing essential information on planning, starting and
running your business. It offers you simple and convenient access to all the government information,
transactions and services you need, such as ‘how-to’ guides, government media releases, information
about employment, taxation, grants, insurance, occupational health and safety, registration, licences,
and much more.
8.
Are you aware of any websites that provide such information?
1 Yes –aware of business.gov.au now that
description given
Go to Section D. Awareness and usage of
business.gov.au
9.
2 Yes (please specify which
websites)__________________
3 No
Now that you are aware of business.gov.au, how likely are to visit the site? Read out.
1 Definitely
2 Probably
3 Possibly
4 Probably not
5 Definitely not
6 [Don’t know / can’t say]
[Go to Section I. About you]
D. Awareness and usage of business.gov.au
10. How did you first become aware of business.gov.au (formerly known as the Business Entry
Point)? Do not prompt.
1 Accountant or equivalent
10 Federal government source
2 Business Enterprise Centre (BEC)
11 Search on the Internet (google, yahoo etc)
3 Business advisor (CIT mentor etc.)
12 Industry association recommendation
4 Financial Planner
13 Attending conference or seminar
5 Solicitor
6 Visited Department of Industry, Tourism and Resources website
(www.industry.gov.au)
7 Visited other government agency website
14 Newspaper or magazine item
8 Local government source (council, etc)
9 State/Territory government source
15 Local Chamber of Commerce
16 Word of mouth (family, friends, colleagues)
17 Other (Please
Specify)________________________________
18 Don’t know / can’t remember
11. Have you ever visited the business.gov.au website?
1 Yes
2 I think so
3 No/can’t remember
Go to Section E. business.gov.au Promotional
Material
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12. How would you characterise your usage of business.gov.au? Read out.
1 First time visitor
2 Browser (visit infrequently, just to look around)
3 General visitor (visit monthly or less often, for specific information
4 Regular visitor (weekly or fortnightly)
5 Frequent visitor (at least several times a week)
6 Not sure
13. Have you ever visited other websites which offer information about planning, starting and running
a business?
1 Yes (please specify which
websites_________________)
2 Yes – can’t remember which
3 No
E. business.gov.au Promotional Material
14. Are you aware of, and if so have you received, any of the following promotional material..?
14i. Are you aware of this
14ii. Have you received this product
product [if seen, ask 14ii]
Aware
Not aware
Received
Not received
a. business.gov.au brochures
1
2
1
2
b. business.gov.au CDs
1
2
1
2
c. business.gov.au pen, bag, folder, etc.
1
2
1
2
[If Q11=3, Go to Section I. About you, otherwise continue]
F. Views about the general usability of business.gov.au
15. When did you last visit business.gov.au? Read out.
1 Today
2 Within past week
3 Within past month
4 Within past 6 months
5 Within past 12 months
6 Not sure
Thinking about your overall experience with the content (i.e topics and information) of
business.gov.au, to what extent do you agree or disagree that:
Neither agree
Strongly
nor disagree Disagree disagree
[Can’t
remember]
Strongly
agree
Agree
16. The topics and issues covered
accommodate your business’ interests
and concerns
1
2
3
4
5
[6]
17. A visitor with a reasonable question
about a business topic or service could
find an answer on this site
1
2
3
4
5
[6]
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18. The site provides the tools, information
and services that you would reasonably
expect to find on a government website
5
Strongly
agree
Agree
1
2
Neither agree
Strongly
nor disagree Disagree disagree
3
4
5
[Can’t
remember]
[6]
19. [If Q16, 17 or 18 =4 or 5] What suggestions do you have for how the business.gov.au content could
be improved? [Probe fully]
20. Are there any specific topics you think the site ought to cover? [Probe fully]
Thinking about your overall experience with the design (look, feel and structure) of business.gov.au,
to what extent do you agree or disagree that:
Strongly
[Can’t
disagree remember]
Strongly
agree
Agree
Neither agree
nor disagree
Disagree
21. It is easy to browse through the
business.gov.au site
1
2
3
4
5
[6]
22. It is easy to link to useful information on
and off the business.gov.au site
1
2
3
4
5
[6]
23. The links are ‘transparent’ (ie. it is clear
what information lies behind the link)
1
2
3
4
5
[6]
24. [If Q21, 22, or 23 =4 or 5] Do you have any suggestions for how the business.gov.au design could be
improved? [Probe fully]
G. Last visit to business.gov.au
Please answer the following questions in relation to your experience during your most recent visit to
business.gov.au
25. ...................................................................................................................................................................................
a. During your most recent visit, did you use any of the specific online services or resources? Read
out.
Used [Multiple [If any of Q25a = ‘yes’, ask] 25b.
responses
What was the main service or
accepted]
resource you used during your
most recent visit? [Single
response]
Specific online services
1 ABN Lookup
1 Yes
2 No
1 Yes
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2 Transaction Manager
1 Yes
2 No
1 Yes
3 Content Syndication
1 Yes
2 No
1 Yes
4 Signing up for email updates
1 Yes
2 No
1 Yes
5 Applying for an ABN
1 Yes
2 No
1 Yes
6 ‘New to business checklist’
1 Yes
2 No
1 Yes
7 How-to guide for ‘Thinking of starting a business’
1 Yes
2 No
1 Yes
8 How-to guide for ‘Starting a business’
1 Yes
2 No
1 Yes
9 How-to guide for ‘Exiting a business’
1 Yes
2 No
1 Yes
Specific resources
26. If you were to search for this information on Google or Yahoo, what words would you use?
27. ...................................................................................................................................................................................
a. During your most recent visit, did you look for any information about specific business topics?
Do not prompt.
Looked for:
[If any of Q27a = ‘yes’, ask]
27b.
What was the main
information topic you used
during your most recent visit?
[Single response]
Specific business topics
1 Starting a business
1 Yes
1 Yes
2 Running or growing a small business
1 Yes
1 Yes
3 Closing down a business
1 Yes
1 Yes
4 E-business
1 Yes
1 Yes
5 Employing people
1 Yes
1 Yes
6 Fair trading
1 Yes
1 Yes
7 Grants & assistance
1 Yes
1 Yes
8 Home-based business
1 Yes
1 Yes
9 Importing & exporting
1 Yes
1 Yes
10 Insurance
1 Yes
1 Yes
11 Intellectual property
1 Yes
1 Yes
12 Market research & statistics
1 Yes
1 Yes
13 Occupational health & safety
1 Yes
1 Yes
14 Registration & licences
1 Yes
1 Yes
15 Taxation
1 Yes
1 Yes
16 Tenders & contracts
1 Yes
1 Yes
17 Other general information (please
specify)_______________
18 No specific information sought, just browsing
1 Yes
Other
1 Yes
1 Yes
1 Yes
28. Did you experience any speed or connection problems during your most recent visit to
business.gov.au?
1
No
2
Yes <please give details>
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[If any Q25b1-9 = ‘yes’, ask]
7
To what extent do you agree or disagree that:
Strongly
agree
Agree
29. The <main service or resource> resource
adequately met your requirements
1
2
3
4
5
30. The <main service or resource> resource
was easy to use
1
2
3
4
5
31. The <main service or resource> resource
directed you to an appropriate source for
further information
1
2
3
4
5
32. 'look and feel' (design elements) of the
<main service or resource> resource was
good
1
2
3
4
5
[If any Q27b1-16 = ‘yes’, ask]
Neither agree
Strongly
nor disagree Disagree disagree
[N/A]
[6]
To what extent do you agree or disagree that:
Strongly
agree
Agree
Neither agree
Strongly
nor disagree Disagree disagree
33. The information on <main topic>
adequately met your requirements
1
2
3
4
5
34. The information on <main topic> was easy
to understand
1
2
3
4
5
35. The information on <main topic> directed
you to an appropriate source for further
information
1
2
3
4
5
36. The 'look and feel' (design elements) of the
<main topic> information was good
1
2
3
4
5
[N/A]
[6]
H. Overall views about business.gov.au
Thinking about the business.gov.au website overall, to what extent do you agree or disagree with the
following statements:
Strongly agree
Agree
Neither agree
nor disagree
Disagree
Strongly
disagree
37. The business.gov.au site is a very
useful resource and information
source for your business
1
2
3
4
5
38. I would be happy to recommend this
site to others
1
2
3
4
5
39. business.gov.au makes it easier for
businesses to deal with government
1
2
3
4
5
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40. [If Q37, 38 or39=4 or 5] Why do you say that? [Probe fully]
41. To what extent did the website meet your
expectations?
Fully
Mostly
Partially
Not at all
1
2
3
4
42. Do you have any suggestions for how the business.gov.au website could be improved? [Probe
fully]
I. About your business
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.
43. How many staff (full time equivalent) does your business employ? Read out.
1 One person (myself)
2 2 to 5 staff
3 6 - 20 staff
[Interviewer note: if respondent indicates they employ more than 20 staff, please confirm their answer to Qi. and out
of scope if necessary].
44. Which of the following best describes your intentions for your business over the next 2 years?
Read out.
1 I plan to grow the business
2 I plan to maintain the business as is
3 I plan to downsize the business
4 I plan to exit the business (eg retire, closure, sell)
45. [If answered ‘yes’ to Q11] Who in your business uses the business.gov.au site the most? Read out.
[Multiple responses accepted]
1 Owner or Partner
2 Manager / Chief Executive / Managing Director / General Manager
3 Accountant / Bookkeeper / Admin Manager/ Accounts Department
4 Other (please specify)_____________
46. Does your business either partially or completely operate from or at home?
1 Yes, Home-based
2 Not home-based
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47. Which major industry does your business fit into? Prompt if necessary.
1.
Retail trade
9 Communication services
2.
Manufacturing
10 Agriculture, forestry and fishing
3.
Accommodation, cafes and restaurants
11 Property and business services
4.
Construction
12 Education
5.
Wholesale trade
13 Health and community services
6.
Finance and infrastructure
14 Cultural and recreational services
7.
Mining
15 Personal and other services
8.
Transport and storage
16 Other (please specify)___________________
48. How long has your business been operating?
1 Less than 12 months
2 1 – less than 3 years
3 3 – less than 5 years
4 5 – less than 10 years
5 10 – less than 15 years
6 More than 15 years
49. What is your business postcode? (If there are multiple sites, please record the postcode for your
headquarters or main site)
__ ___ ___ ___
50. 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)
51. Would you be willing to participate in any follow-up research?
1 Yes (take contact details)___________________
2 No
100
Interviewer please code the respondent’s gender
1
Female
2
Male
Interviewer read out: That’s the end of the survey. Thank you very much for your time and
assistance with this research. If you would like more information about business.gov.au, you can visit
the website.
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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[SmOutofScope. Interviewer note: THIS PERSON IS OUT OF SCOPE - PLEASE RECORD
APPROPRIATELY]
hd. Unfortunately, for the purposes of this research, we do need to speak with people who belong to a
small business.
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].