2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 1
PR0195 EMPLOYER SATISFACTION SURVEY 2005
(third draft questionnaire, incorporating changes from intial pilot testing)
SAMPLE ITEMS REQUIRED
NAC Trading Name (NAC Tradingname)
Name of person who signed up the New Apprentice (where available) (NAC field officer)
Alternative NAC names (legal name, other trading names) (where available) (NAC Legalname, NAC
Tradingname alt1)
State Training Authority (State Training Authority)
State of sample (Busstatecode)
Market number (Market)
DISPLAY ON FIRST SCREEN
Employer phone number (Contactphonetxt)
Employer alternative phone number (Contactmobilephonetxt)
Employer contact (Employer contact)
Employer company trading name (Empl Tradingname)
NAC Trading name
Employer company legal name (Empl Legalname)
Apprentice / trainee name (Firstname, Surname)
Gender of New Apprentice (Gender)
INTRO1 INTRODUCTION:
Good (…). My name is (….) calling on behalf of the Australian Government Department of Education,
Science and Training from the Social Research Centre. May I speak to <insert contact name> please?
(EXPLAIN IF NECESSARY) We are conducting a survey on behalf of the Department about the
services your organisation received from a New Apprenticeships Centre. The Department has written
to <insert contact name> advising them of the survey and seeking their cooperation.
(IF REFUSAL, GO TO REFUSAL SCRIPT)
INTRO2 WHEN TALKING DIRECTLY WITH RESPONDENT RE-INTRODUCE AS NECESSARY AND SAY:
We’re conducting a short survey as part of an important study being undertaken by the Australian
Government Department of Education, Science and Training about the services provided by New
Apprenticeship Centres. We believe your organisation has received services from the <Insert NAC
name> in the last 6 months and we’d like to ask you a few questions about your experience with
<Insert NAC name>. You should have recently received a letter about the survey.
(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 DOESN'T RECALL RECEIVING LETTER (AND WOULD LIKE A COPY) SAY:
I can fax through or email a copy of the letter. (SCHEDULE CALLBACK – COMPLETE FAX OR EMAIL
FORM)
INTRO3 Your answers to the survey are totally confidential and will not be identified. While we’d prefer you to
answer all the questions, if there’s anything you don’t want to answer, that’s fine, just let me know.
S1
This survey will take less than 12 minutes. Is now a convenient time?
1.
2.
3.
Continue
Make appointment
Refusal (GO TO REFUSAL SCRIPT)
INTRO4 (IF NECESSARY:)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 2
If you have any questions about this survey you can call Johnson Amoako at the Department of
Education, Science and Training during business hours on 02 6240 7813.
(IF ASKED: This survey has been approved by the Australian Government Statistical Clearing House.
The approval number is XXXXX-XX. You may phone the statistical clearing house on (02) 6252 5285
to verify this approval number.) (DO NOT DISPLAY FOR PILOT TEST – AWAITING SCH NUMBER)
1.
2.
S2
Continue
(Full call outcome screen)
(IF REFUSAL, GO TO REFUSAL SCRIPT)
Before we begin may I just confirm that you’ve had some sort of contact or communication with
<Insert NAC trading name from sample> in the last 6 months?
IF NECESSARY SAY:
New Apprenticeships Centres provide information and services to employers about New
Apprenticeships, visit the workplace to assist all parties signing the Training Contract and
administer Australian Government incentive payments to employers.
We believe you have had contact with < Insert NAC trading name from sample > about <Insert
name of apprentice/trainee>.
You may have dealt with <Insert name of NAC representative from sample>
You may also know <Insert NAC trading name> as:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
<NAC trading name>
(GO TO S3)
<NAC legal name>
(GO TO S3)
<alternative name 1>
(GO TO S3)
<alternative name 2>
(GO TO S3)
<alternative name 3>
(GO TO S3)
<alternative name 4>
(GO TO S3)
<alternative name 5>
(GO TO S3)
<alternative name 6>
(GO TO S3)
<alternative name 7>
(GO TO S3)
<alternative name 8>
(GO TO S3)
Had dealings with other NAC only (Specify NAC name________) ( GO TO
TERMINATION SCRIPT 1)
12. Denies contact with named NAC (GO TO TERMINATION SCRIPT 1)
13. Can’t say
(GO TO TERMINATION SCRIPT 1)
S4
This call may be monitored for training and quality purposes. If you don’t wish this to happen
please let me know?
1. Monitor
2. Do not monitor
TRAINING STATUS
PREQI IF NEW APPRENTICE GENDER IN SAMPLE IS MALE GOTO Q1 INTRO A
IF NEW APPRENTICE GENDER IN SAMPLE IS FEMALE GO TO Q1 INTRO B
(ALL)
Q1
INTRO A Firstly, I’d like to ask you a few questions about <Insert apprentice/trainee name>.
Has <Insert apprentice/trainee name>completed his apprenticeship or traineeship, is he still
doing it or did he stop for some other reason?
INTRO B Firstly, I’d like to ask you a few questions about <Insert apprentice/trainee name>.
Has <Insert apprentice/trainee name>completed her apprenticeship or traineeship, is she still
doing it or did she stop for some other reason?
(CLARIFY IF NOT COMPLETED – DO NOT READ OUT)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
1.
2.
3.
4.
5.
6.
Yes, Completed
No, Did not start
No, Dropped out
No, Left my employment
No, Still training
(Don’t know)
Page 3
(GO TO Q2 INTRO A)
(GO TO Q2 INTRO D)
(GO TO Q2 INTRO C)
(GO TO Q2 INTRO C)
(GO TO Q2 INTRO B)
(GO TO Q2 INTRO D)
(ALL)
Q2
INTRO A Did <Insert apprentice/trainee name> complete an apprenticeship or a traineeship?
INTRO B Is <Insert apprentice/trainee name> doing an apprenticeship or traineeship?
INTRO C Was <Insert apprentice/trainee name> doing an apprenticeship or traineeship?
INTRO D Was <Insert apprentice/trainee name> enrolled to do an apprenticeship or
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.
1.
2.
3.
4.
Q2a
Apprenticeship
Traineeship
Trainee-Apprenticeship (ONLY DISPLAY IF SAMPLE STATE=NSW)
Industrial Traineeship (ONLY DISPLAY IF SAMPLE STATE=NSW)
Was <Insert name of apprentice/trainee> an existing employee, or someone newly employed
in your organisation?
IF UNSURE: Was he/she on your payroll before he/she became an apprentice/trainee (IF YES
CODE AS EXISTING EMPLOYEE – CODE1)
1.
2.
3.
Q2b
Existing employee (GO TO PREQ3)
New employee
Don’t know (GO TO PREQ3)
How did you recruit <Insert name of apprentice/trainee>, was it through the Job Network, a
Group Training Organisation, did (he/she) respond to an ad, or was it by some other means?
1.
2.
3.
4.
5.
6.
7.
8.
9.
PREQ3
Job Network
GTO
Ad (any form – newspaper, website, etc)
Centrelink
School
Job placement broker
Other (Specify________)
(Can’t say)
(Refused)
IF Q1=1 (COMPLETER) CONTINUE. OTHERS GO TO PREQ4
(COMPLETERS)
Q3
Did <Insert apprentice/trainee name> stay on with you after completing the <Insert training type
from Q2>?
1. Yes
2. No
3. Don’t know
(GO TO Q4a)
(GO TO Q4a)
(GO TO Q4a)
PREQ4
IF Q1=5 OR 6 (STILL TRAINING OR DON’T KNOW TRAINING STATUS),
CONTINUE. OTHERS GO TO Q4a
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 4
(STILL TRAINING)
Q4
Business conditions permitting, do YOU intend to keep <Insert apprentice/trainee name> on
after they complete their < Insert training type from Q2>? Would you say you… READ OUT.
IF “It’s up to the apprentice / trainee” SAY: “Assuming for the moment that the (apprentice /
trainee) wants to stay on?”
1.
2.
3.
4.
5.
(ALL)
Q4a
Definitely will
Probably will
Probably will not
Definitely will not
Don’t know
About how many apprentices or trainees does your organisation usually employ under New
Apprenticeships arrangements at any one time?
IF VARIES: Well on average, assuming “normal” business conditions.
1.
2.
3.
4.
One / only ever had one
Number given (Specify__________) (ALLOWABLE RANGE 2 TO 999)
Don’t know
Refused
Q4b And including <Insert apprentice/trainee name>, how many apprentices or trainees commenced
with you IN THE LAST 6 MONTHS?
IF NECESSARY: This includes existing employees who have been employed as apprentices or
trainees, as well as new employees.
1.
2.
3.
4.
Q4c
None
Number given (Specify__________) (ALLOWABLE RANGE 1 TO 999)
Don’t know
Refused
How many apprentices or trainees does this workplace intend to take on in NEXT 6 months?
1.
2.
3.
4.
5.
None
Number given (Specify_______) (ALLOWABLE RANGE 1 TO 999)
Depends on business conditions (AVOID – CLARIFY “Assuming normal business
conditions”)
Can’t say
Refused
(ALL)
Q5
Now thinking about < Insert NAC name from S2>, why do you use that particular New
Apprenticeships Centre?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
They approached me with information about apprentices/trainees (GO TO Q29c)
Saw their advertisement on TV/radio/newspaper/cinema/Yellow Pages (GO TO Q29b)
Friends/relatives/colleagues recommended them
Referred to them by State Training Authority
TAFE (or other Registered Training Organisation) recommended them
Convenient location
Specialise in people like me (special group)
Had previous contact with them
Only one I knew of / only one in area / first one I came across
Not happy with the previous NAC
Industry Group/ Association / employer only uses this NAC
Former staff member made the arrangements
Reputation (good image / well known, etc)
Other reason (SPECIFY)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 5
15. (Don’t know)
PREQ29a IF Q5=1 ONLY (APPROACHED EMPLOYER WITH INFORMATION), GO TO Q29c.
IF Q5=2, (SEEN NAC ADVERTISEMENT) GO TO Q29b
OTHERS CONTINUE.
(USED NAC FOR REASON OTHER THAN MARKETING ACTIVITY)
Q29a Can you recall any marketing or promotion that <Insert NAC name from S2> may have done?
1.
2.
3.
4.
Q29b
(GO TO Q6)
(GO TO Q6)
(GO TO Q6)
Where did you see that advertising?
(MULTIPLES ACCEPTED)
1.
2.
3.
4.
5.
6.
7.
Q29c
Yes
No
(Can’t say)
(Refused)
Newspaper
Radio
Television
Brochure / pamphlet / direct mail
Other (Specify________)
(Don’t know)
(Refused)
Did this marketing and/or promotion by < Insert NAC name from S2> impact on your decision
to train <Insert name of apprentice/trainee> AS AN <INSERT RESPONSE TO Q2)>?
1.
2.
3.
Yes
No
(Don’t know)
OVERALL SATISFACTION / CUSTOMER SERVICE
(ALL)
Q6
Thinking about all aspects of the service you received from < Insert NAC name from S2> in
the last six months. Overall, would you say you were satisfied or dissatisfied with the service
provided?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
1.
2.
3.
4.
5.
6.
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
(GO TO Q7b)
(GO TO Q7b)
(GO TO Q8)
(GO TO Q8)
(SATISFIED WITH NAC)
Q7a Why do you say that you were satisfied with < Insert NAC name from S2>?
(PROBE FULLY)
1.
2.
3.
4.
No problems/everything was OK (GO TO Q8)
Other (Specify________)
(GO TO Q8)
(Don’t know)
(GO TO Q8)
(Refused)
(GO TO Q8)
(DISSATISFIED WITH NAC)
Q7b Why do you say that you were dissatisfied with < Insert NAC name from S2>?
(PROBE FULLY)
1.
Reason given (Specify_______)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
2.
3.
(ALL)
Q8
Page 6
(Don’t know)
(Refused)
I’d like you to think about the level of customer service provided by < Insert NAC name from
S2> in general.
Do you agree or disagree that < Insert NAC name from S2> …?
(PROBE: Is that strongly or just?)
STATEMENTS
a. Was easy to contact if you needed them
b. Acted quickly to meet your needs
c. Had knowledgeable staff
d. Understood your business needs
e. Was reliable
RESPONSE FRAME
1. Strongly agree
2. Agree
3. Disagree
4. Strongly disagree
5. (Neither agree nor disagree)
6. (Don’t know)
INFORMATION CONTENT AND DELIVERY
(ALL)
Q9
One role of a New Apprenticeships Centre is to provide comprehensive information in regard to
taking on an apprentice or trainees. Did < Insert NAC name from S2> give you any information
or advice about…(READ OUT)? (This is a “Yes” / “No” / or “Not sure” question)
IF “No need to, we have large intakes all the time and I just know this already / they would have
told me all this years ago” code as “Not applicable”
STATEMENTS
a. Your role and responsibilities as an employer
b. The range of training courses available
c. How you could change or adapt the training to suit your business needs
d. The organisations near you that could deliver the training services you need
e. The choices available to you in how training is delivered, for example full-time, part-time,
off-site, on-site and so on
f.
The role of the State Training Authority, which in your state is <Insert State Training
Authority name>
g. The incentives and allowances for which you may be eligible
h. Your rights and obligations under the training agreement you signed
RESPONSE FRAME
1. Yes
2. No
3. (Not sure / Not applicable)
Q9i
Did < Insert NAC name from S2> explain the additional financial assistance available for
employing Indigenous Apprentices or Trainees?
IF SAYS “NOT RELEVANT – EXISTING EMPLOYEE” PROBE: Did they explain the additional
financial assistance available for employing existing indigenous employees under the New
Apprenticeship arrangements?
1.
2.
3.
Yes
No
(Don’t know)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Q9j
Page 7
Did < Insert NAC name from S2> explain the additional financial assistance available for
employing Apprentices or Trainees with a disability?
IF SAYS “NOT RELEVANT – EXISTING EMPLOYEE” PROBE: Did they explain the additional
financial assistance available for employing existing employees with a disability under New
Apprenticeship arrangements?
1.
2.
3.
Yes
No
(Don’t know)
PREQ10 IF Q9a – Q9j NOT 1 (NO “YES” ANSWERS IN Q9), CONTINUE. OTHERS GO TO Q11
(HAD NO INFORMATION OR ADVICE FROM NAC)
Q10
Have you had any contact with < Insert NAC name from S2> other than to lodge your training
agreement?
1. Yes – did have other contact
2. No – just lodged an agreement
(GO TO Q13)
(HAD INFORMATION OR ADVICE FROM NAC OR CONTACT OTHER THAN LODGING
TRAINING AGREEMENT)
Q11
To what extent do you agree or disagree that the information or advice provided by < Insert
NAC name from S2>…? (READ OUT) (PROBE: Is that strongly or just)?
STATEMENTS
a. Was given when you needed it
b. Was easy to understand
c. Answered your questions
d. Was accurate (as far as you could tell)
e. Was consistent (by this we mean, for example, that you got consistent information from
your New Apprenticeship Centre, irrespective of who you dealt with)
RESPONSE FRAME
1. Strongly agree
2. Agree
3. Disagree
4. Strongly disagree
5. (Neither agree nor disagree)
6. (Don’t know)
(ALL WHO RECEIVED INFORMATION OR ADVICE)
Q12
And overall, were you satisfied or dissatisfied with the information or advice provided by <
Insert NAC name from S2>?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
1.
2.
3.
4.
5.
6.
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
INCENTIVE PAYMENTS AND PAPERWORK COMPLETION
(ALL)
Q13
Have you applied for an incentive payment in relation to <Insert apprentice/trainee name> yet?
1. Yes
2. No
3. Waiting to apply / in process of applying
(GO TO Q15)
(GO TO Q15)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 8
4. Don’t know
(DID NOT APPLY FOR INCENTIVE PAYMENT
Q14
Did < Insert NAC name from S2> tell you that you may be eligible for incentives?
1. Yes
2. No
3. Don’t know
(GO TO PREQ21a)
(GO TO PREQ21a)
(GO TO PREQ21a)
(APPLIED FOR INCENTIVE PAYMENT)
Q15
Did < Insert NAC name from S2> help you apply for an incentive payment?
1.
2.
3.
4.
Yes
Just gave me application form / not completed application yet (GO TO PREQ21a)
No
(GO TO PREQ17)
Don’t know
(GO TO PREQ17)
(HELPED BY NAC TO APPLY FOR INCENTIVE PAYMENT)
Q16
Were you satisfied or dissatisfied with the assistance from < Insert NAC name from S2> in
applying for the incentive?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
1.
2.
3.
4.
5.
6.
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
PREQ17 IF Q13=1 (APPLIED FOR INCENTIVE PAYMENT) CONTINUE. OTHERS GO TO
PREQ21a
(APPLIED FOR INCENTIVE PAYMENT AND HAVE LODGED FORM)
Q17
Did your organisation receive an incentive?
1.
2.
3.
4.
Q17b
Yes
No
(GO TO Q18)
Not sure/not yet – hasn’t been decided
(Don’t know)
(GO TO PREQ21a)
(GO TO PREQ21a)
Thinking about the paperwork How was the paperwork provided that you needed to fill in to
claim this incentive….. Was it provided… (READ OUT) (MULTIPLES ACCEPTED)
1.
2.
3.
4.
5.
6.
In person
Through the post
By e-mail
On line?
Or in some other way
(Don’t know)
NOW GO TO Q19
(DID NOT RECEIVE INCENTIVE PAYMENT)
Q18
Did < Insert NAC name from S2> inform you of the reason why you did not receive an
incentive?
1. Yes
2. No
3. (Don’t know)
NOW GO TO PREQ21a
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 9
(RECEIVED INCENTIVE PAYMENT)
Q19
Did you experience any problems in getting your incentive payments?
1. Yes
2. No
3. (Don’t know)
(GO TO PREQ21a)
(GO TO PREQ21a)
(EXPERIENCED PROBLEMS GETTING INCENTIVE PAYMENTS)
Q20 What problem did you have in getting your incentive payment? (PROBE FULLY) (MULTIPLES
ACCEPTED)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Ineligible
Missed lodgement date/date not clear
NAC provided incorrect info / didn’t inform about incentives
We made a mistake/our fault
NAC made administrative mistake
Paperwork lost/incorrect/problems
No payment received
Payment late/slow processing
Incorrect payment
No system to confirm payment received
Had to chase them up
Problem with school/ TAFE signing forms/providing info
Other (SPECIFY)
Don’t know
PREQ21a IF Q4b=2 (HAS AN APPRENTICE OR TRAINEE THAT COMMENCED IN LAST
6 MONTHS) CONTINUE. OTHERS GO TO Q24
Q21a
(Apart from issues to do with getting the incentive payment) Do you agree or disagree that
<Insert NAC name from S2> was able to make the sign up process as simple as possible?
(PROBE: Is that strongly or just)?
1.
2.
3.
4.
5.
6.
Strongly agree
Agree
Disagree
Strongly disagree
(Neither agree nor disagree)
(Don’t know)
(HAD APPRENTICE OR TRAINEE COMMENCE IN LAST 6 MONTHS)
Q21b Did you need any assistance completing any of the paperwork involved in this sign-up
process?
IF NECESSARY: This includes help with the Contract of Training (National Training Contract /
Training Agreement)
1. Yes
2. No
3. (Don’t know)
(GO TO Q24)
(GO TO Q24)
(HAD APPRENTICE OR TRAINEE COMMENCE IN LAST 6 MONTHS, GOT HELP FROM NACS)
Q22
Did < Insert NAC name from S2> assist you in completing this paperwork?
1. Yes
2. No
3. (Don’t know)
(GO TO Q24)
(GO TO Q24)
(RECEIVED ASSISTANCE FROM NAC IN COMPLETING SIGN-UP PAPERWORK)
Q23
Were you satisfied or dissatisfied with the assistance given in completing all aspects of the
paperwork? (PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
1.
2.
3.
4.
5.
6.
Page 10
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
FOLLOW UP CONTACT
PREQ24 IF Q4b=2 (TAKEN ON NEW APPRENTICE IN LAST SIX MONTHS) CONTINUE. OTHERS
GO TO Q25
(TAKEN ON APPRENTICE / TRAINEE IN LAST 6 MONTHS)
Q24
Now thinking about any apprentices or trainees who started with you in the last six months…..,
since signing up those apprentices or trainees, has anyone from < Insert NAC name from S2>
spoken to you or visited you?
1. Yes
2. No GO TO Q25
3. (Don’t know) GO TO Q25
Q24b
So, since signing up those apprentices or trainees (the ones who started with you in the last six
months), about how many times has someone from < Insert NAC name from S2> spoken to
you or visited you?
1.
2.
3.
4.
5.
6.
7.
8.
(ALL)
Q25
Once
Twice
Three time
Four times
Five times
Six or more times (Specify_______)
Don’t know (AVOID)
Refused
Have YOU (also) contacted < Insert NAC name from S2> for any reason over the past 6
months?
1. Yes
2. No
3. (Don’t know)
(GO TO PREQ28)
(GO TO PREQ28)
PREQ26 IF NT SAMPLE CONTINUE. OTHERS GO TO PREQ28
(NT, CONTACTED NAC AFTER TAKING ON APPRENTICE / TRAINEE)
Q26
Why did you contact < Insert NAC name from S2>?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
6.
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 PREQ28)
(NT, CONTACTED NAC AFTER TAKING ON APPRENTICE / TRAINEE)
Q27
Were you satisfied or dissatisfied with the outcome of this contact with < Insert NAC name
from S2>?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)?
1. Very satisfied
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
2.
3.
4.
5.
6.
Page 11
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
PREQ28 IF Q24=1 OR Q25=1 (HAD CONTACT WITH NAC IN LAST 6 MONTHS) CONTINUE.
OTHERS GO TO Q30
PREQ28i IF SAMPLE = NT, GO TO Q28 INTRO A. OTHERS GO TO Q28 INTRO B
(HAD CONTACT WITH NAC IN LAST 6 MONTHS)
Q28
INTRO A Generally speaking, have you been satisfied or dissatisfied with the contact you
have had with < Insert NAC name from S2> in the last 6 months?
INTRO B Have you been satisfied or dissatisfied with the contact you have had with < Insert
NAC name from S2> in the last 6 months?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied?)?
1.
2.
3.
4.
5.
6.
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know / Can’t Say)
OVERALL EVALUATION OF NAC PERFORMANCE
(ALL)
Q30
Business conditions permitting, would you consider New Apprenticeships training in the future?
1. Yes
2. No
3. (Don’t know)
(GO TO Q32)
(GO TO Q32)
(WOULD NOT CONSIDER HIRING AN APPRENTICE IN THE FUTURE)
Q31
Why wouldn’t you consider using New Apprenticeships training in the future? (PROBE FULLY)
(MULTIPLES ACCEPTED)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Too much paperwork/ red tape
Too expensive
No need for one
Close to retiring/ closing business
Trainee/ apprentice not suited to this business
Too many hassles/ bad experiences
Too much trouble with apprentices/ not reliable
Haven’t had enough training
Apprentice hardly there/ too much school
Would prefer to employ someone myself
Did not receive/ not enough support/ incentives/ follow up
Too binding/ difficult to terminate if required
Poor service from NAC
Other (SPECIFY)
Don’t know
NOW GO TO Q33
(INTEND TO USE NEW APPRENTICESHIP AGAIN OR UNSURE)
Q32
If you were to use New Apprenticeships training, would you use < Insert NAC name from S2>
again?
1. Yes – NFI
2. Yes – no other choice/ only one available (GO TO Q35)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
Page 12
3. No
4. (Don’t know)
(ALL WITH CHOICE OF NAC)
Q33
In the last 6 months have you dealt with a New Apprenticeships Centre other than < Insert
NAC name from S2>?
1. Yes
2. No
3. (Don’t know)
(GO TO Q35)
(GO TO Q35)
(HAVE USED >1 NAC IN PAST 6 MONTHS)
Q34 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)
COMPLAINTS
(ALL)
Q35
Did you ever feel like making a complaint about < Insert NAC name from S2>?
1. Yes
2. No /Unsure
(GO TO Q40)
(WANTED TO COMPLAIN)
Q36
Did you actually make a complaint?
1. Yes
2. No
3. (Don’t Know)
(GO TO Q40)
(GO TO Q40)
(MADE A COMPLAINT)
Q37
Who did you complain to?
(DO NOT READ OUT) (PROBE FULLY) (ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
6.
7.
8.
NAC
DEST
State Training Authority
TAFE or Registered Training Organisation (RTO)
National Training Complaints Hotline (1800 000 674)
Local member/MP
Other (SPECIFY)
(Don’t Know / Can’t Remember)
(MADE A COMPLAINT)
Q38
Were you satisfied or dissatisfied with the way in which your complaint was handled?
(PROBE: Is that satisfied/dissatisfied or very satisfied/dissatisfied)
1. Very satisfied
2. Satisfied
(GO TO Q40)
(GO TO Q40)
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
3.
4.
5.
6.
Dissatisfied
Very dissatisfied
(Neither satisfied nor dissatisfied)
(Don’t know)
Page 13
(GO TO Q40)
(GO TO Q40)
(DISSATISFIED WITH WAY COMPLAINT WAS HANDLED)
Q39
Why were you dissatisfied with the way your complaint was handled? (PROBE FULLY)
(ACCEPT MULTIPLES)
1.
2.
3.
4.
5.
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)
NEW APPRENTICESHIPS
(ALL)
Q40
What are the most important reasons this business has for employing apprentices / trainees?
(ACCEPT MULTIPLES) (DO NOT PROBE)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Business needed more employees
Altruism/Support our industry/Give something back to our industry
Financial incentives
Usual business practice/Have always employed apprentices/trainees
Part of business ’training culture’ / the way we do things
Staff gain a nationally recognised qualification
Good way to get / retain skilled staff / improve staff skills
Gain skills specific to workplace
Non financial institutional support (eg benefits of having support from NAC)
Flexible employment options
Legislative requirement (eg have to employ trainees by law)
Other (Specify ________________________________)
Don’t know/Can’t say
Refused
(ALL)
Q41 How important is the payment of incentives in your decision to employ apprentices/trainees?
Would you say … (READ OUT)
1.
2.
3.
4.
5.
6.
7.
Very important
Important
Not all that important; or
Not important at all
(Neutral)
(Can’t say)
(Refused)
(ALL)
Q42 Would you recommend New Apprenticeships to another employer?
1. Yes
2. No
3. Don’t know
(GO TO Q44)
(GO TO Q44)
(WOULD NOT RECOMMEND NEW APPRENTICESHIPS)
Q43 Why do you say that? MULTIPLES ACCEPTED
1.
2.
3.
4.
I don’t think New Apprenticeships is a good program of training
The quality of the training was not high enough
I did not find the training relevant to my business needs
The program of training was not flexible enough
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
5.
6.
7.
8.
9.
10.
11.
12.
13.
Page 14
The program was too disruptive in my workplace
Financial assistance was not sufficient
I had a bad experience with my apprentices/trainees
I had a bad experience with my NAC
I had a bad experience with my Registered Training Organisation (eg. TAFE)
Lack of supply of New Apprentices
Other (Specify)________________________________)
Don’t know/Can’t say
Refused to answer
(ALL)
Q44 In what ways, if any, could < Insert NAC name from S2> improve its services to you?
1.
2.
3.
4.
None / satisfied / can’t think of anything
Service improvement suggestion given (Specify_______)
(Don’t know)
(Refused)
DEMOGRAPHICS
(ALL)
D1
And to finish off, how many people work at this workplace, including any casual and part time
staff?
1.
2.
3.
4.
5.
6.
7.
1 to 5
6 to 19
20 to 49
50 to 99
100 to 499
500 or more
(Don’t know)
CLOSE That’s the end of the survey. Thank you for answering our questions. Just to remind you, my
name is (…) from the Social Research Centre.
IF NECESSARY
If you have any queries about this research you may call Johnson Amoako at the Department
of Education, Science and Training during business hours on 02 6240 7813.
TERMINATION SCRIPT 1
T1
Thanks for being prepared to help out, but we really need to speak to businesses that had
dealings with <insert NAC trading name from sample>. If I could just ask you one quick
question before you go …how many people work at this workplace, including any casual and
part time staff?
1.
2.
3.
4.
5.
6.
7.
8.
1 to 5
6 to 19
20 to 49
50 to 99
100 to 499
500 or more
(Don’t know)
(Refused)
THANK AND CLOSE
REFUSAL SCRIPT
R1
OK, that’s fine, no problem, but could you just tell me the main reason you do not want to
participate, because that’s important information for us?
1.
2.
No comment / just hung up
Too busy
Department of Education, Science and Training
2005 Survey of Employer Satisfaction with New Apprenticeships Centres (5 May 2005)
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
R2
Page 15
Not interested
Never do surveys / company policy never to do surveys
Don’t believe surveys are confidential / privacy concerns
Don’t trust surveys / government
12 minutes is too long
Get too many calls for surveys / telemarketing / unsolicited calls
Not a business number (residence)
Language difficulty
Will only do survey if send letter
Issue specific to NAC (Specify_____)
Issue specific to New Apprenticeships system (Specify_______)
Other (SPECIFY)
And if I could just ask you, how many people work at this workplace, including any casual and
part time staff?
1.
2.
3.
4.
5.
6.
7.
8.
1 to 5
6 to 19
20 to 49
50 to 99
100 to 499
500 or more
(Don’t know)
(Refused)
THANK AND CLOSE
APPROVED CODE FRAMES FROM 2004
Q7a FINAL FRAME FROM 2004
1. Prompt/correct incentive payments
2. NAC provided ample information / assistance at commencement
3. NAC explained things well/informative (general)
4. Clearly explained employer role / responsibilities
5. Staff manner (e.g. pleasant, friendly, helpful, easy to deal with, etc.)
6. They were easy to deal with
7. Good at keeping in contact / Thorough in following up
8. They provided a professional service
9. Made the paperwork easy
10. They were thorough in following up
11. Easy to contact
12. Helpful in employing apprentice/trainee
13. Prompt / responsive service (general)
Q7b FINAL FRAME FROM 2004
1. Poor at keeping in touch/Lack of follow up
2. Slow/Incorrect incentive payments
3. Slow in processing paperwork/Slow service
4. Lost paperwork
5. Inadequate information given
6. Poor advice given
7. Did not explain the scheme/system adequately (general)
8. Did not explain employer role / responsibilities adequately
9. Staff manner (unpleasant, unfriendly, unhelpful, not easy to deal with)
10. Unprofessional
11. Made it seem hard/confusing
12. Had to deal with too many (different) people
13. Difficult to contact
14. System confusing/hard to follow
Department of Education, Science and Training