Austrade: Client Service Survey 2002
AUSTRADE EMDG SATISFACTION SURVEY
June 2002 - DRAFT
Screening section
INTRODUCTION
S1.
S2.
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
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 companies that have applied for
Export Market Development Grants. The survey takes around fifteen 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 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
Our records show that your business applied for an EMDG at some time between
July and 30th November last year. Is that correct? IF NECESSARY: This would
have been for the 2000 / 2001 grant year.
Yes ..............................................................................1
No ................................................................................2
CLOSE
Don’t know ..................................................................3
CLOSE
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MAIN INTERVIEW
Section 1: Overall Rating of Austrade
Q1a.
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
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
Q1b.
Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
Section 2: EMDG – General Section
ASK ALL
Q2a.
Now I would like you to think about the Export Market Development Grant Scheme.
Overall how satisfied or dissatisfied are you with the EMDG Scheme?
IF SATISFIED ASK: Is that very satisfied or just satisfied?
IF DISSATISFIED ASK: Is that very dissatisfied or just dissatisfied?
Very satisfied ...............................................................1
Satisfied ......................................................................2
Dissatisfied ..................................................................3
Very dissatisfied ..........................................................4
Neither (DO NOT READ OUT) ...................................5
Can’t say / Don’t know (DO NOT READ) ....................6
Q2b.
Why do you choose that response? PROBE FULLY. RECORD VERBATIM:
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Q3a.
How did you first find out about the EMDG Scheme? DO NOT READ OUT.
Through Austrade .......................................................1
GO TO Q4
Friend / Colleague .......................................................2
GO TO Q4
Newspaper / Magazine ...............................................3
Export Grant Consultant .............................................4
GO TO Q4
Industry Association ....................................................5
GO TO Q4
Other (SPECIFY) ........................................................6
GO TO Q4
Don’t know / Can’t remember .....................................7
GO TO Q4
ASK Q3b IF MENTION NEWSPAPER / MAGAZINE (Q3a = 3). OTHERS GO TO Q4
Q3b. What was the name of the newspaper or magazine? ACCEPT MULTIPLES
MAJOR PAPERS
The Sydney Morning Herald .......................................1
The Age (VIC) .............................................................2
(The Australian) Financial Review ..............................3
The Herald Sun / Sunday Herald Sun (VIC) ...............4
The Sun-Herald (NSW) ...............................................5
The Courier Mail / Sunday Mail (QLD) ........................6
The Australian .............................................................7
The Daily Telegraph / Sunday Telegraph ...................8
The Mercury ................................................................9
BUSINESS MAGAZINES
BRW ..........................................................................10
Personal Investor ......................................................11
OTHER
Other (SPECIFY) ......................................................12
Don’t know / can’t remember ....................................13
Q3c.
Did you see an advertisement or did you read a news story?
Advertisement .............................................................1
News story ..................................................................2
Don’t know / can’t remember ......................................3
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ASK ALL
Q4.
When a business applies for an EMDG, Austrade requires certain information to help
them assess the application. This may include the completion of a Registration
Form, Grants Entry documentation, an application form and supporting schedules.
Thinking about your last grant application how satisfied would you say you are with
the application process? READ OUT …
Very satisfied ...............................................................1
Satisfied ......................................................................2
Dissatisfied ..................................................................3
Very dissatisfied ..........................................................4
Neither (DO NOT READ OUT) ...................................5
Can’t say / Don’t know (DO NOT READ) ....................6
Q5.
Still thinking about the most recent application, how did you find the application
process? Would you say it was … READ OUT – ROTATE 1-3 AND 3-1 ONLY.
Easy ............................................................................1
Acceptable ..................................................................2
Too hard ......................................................................3
Don’t know (DO NOT READ OUT) .............................4
Q6a.
Did Austrade provide you with sufficient information about EMDG to suit your needs?
Yes ..............................................................................1
GO TO Q7
No ................................................................................2
Don’t know ..................................................................3
GO TO Q7
IF Q6a = 2 ASK Q6b. OTHERS GO TO Q7.
Q6b. How could the information be improved? PROBE FULLY, RECORD VERBATIM.
ASK ALL
Q7.
EMDG has some rules of eligibility that apply to determine whether or not you are
able to receive a grant. Thinking about those eligibility criteria how satisfied or
dissatisfied would you say you are? READ OUT …
Very satisfied ...............................................................1
Satisfied ......................................................................2
Dissatisfied ..................................................................3
Very dissatisfied ..........................................................4
Neither (DO NOT READ OUT) ...................................5
Can’t say / Don’t know (DO NOT READ) ....................6
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Q8.
I would now like you to think about the PERSON WHO HANDLED THE
ASSESSMENT of your last application. Overall how satisfied or dissatisfied were
you with the service provided by this person? READ OUT …
Very satisfied ...............................................................1
Satisfied ......................................................................2
Dissatisfied ..................................................................3
Very dissatisfied ..........................................................4
Neither (DO NOT READ OUT) ...................................5
Can’t say / Don’t know (DO NOT READ) ....................6
Q9.
Thinking again about the overall EMDG application process, what is the most timeconsuming aspect of the application process that you feel could be improved?
PROBE FULLY, RECORD VERBATIM.
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Section 3: EMDG – Staff
ASK ALL
INTRO: Now thinking about the service you received from all the Austrade staff you dealt
with in relation to your last EMDG application;
Q10a. How would you rate the staff on their UNDERSTANDING OF YOUR BUSINESS
AND ITS NEEDS? Would you say very good, good, neutral, poor or very poor?
Q10b. And how would you rate THE FRIENDLINESS AND HELPFULNESS OF THE
STAFF you dealt with? Would you say very good, good, neutral, poor or very poor?
Q10c. 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?
Q10d. And how would you rate the staff FOR KEEPING YOU INFORMED OF THE
PROGRESS OF YOUR APPLICATION? Would you say very good, good, neutral,
poor or very poor?
Poor
Very
poor
Don’t
know
Not
relevant
3
4
5
6
7
2
3
4
5
6
7
2
3
4
5
6
7
Very
good
Good
Neutral
Understanding of the business and its
needs
1
2
b.
Friendliness and helpfulness of staff
1
c.
Responding promptly to requests or
needs
d.
Keeping you informed of the progress
of your application
1
a.
Q11a. Did you at any point within the last 12 months write to, fax or email EMDG staff?
Yes ..............................................................................1
No ................................................................................2
GO TO Q12a
Don’t know / can’t remember ......................................3
GO TO Q12a
IF Q11a = 1 ASK Q11b. OTHERS GO TO Q12a.
Q11b. Did you always receive a reply within five working days?
Yes ..............................................................................1
No ................................................................................2
Don’t know / can’t remember ......................................3
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ASK ALL
Q12a. Did you ever have to leave messages for someone at EMDG to call you back?
Yes ..............................................................................1
No ................................................................................2
GO TO Q13a
Don’t know / can’t remember ......................................3
GO TO Q13a
IF Q12a = 1 ASK Q12b. OTHERS GO TO Q13a.
Q12b. Did the person you tried to contact or someone else who could assist you always call
back within two days?
Yes ..............................................................................1
No ................................................................................2
Don’t know / can’t remember ......................................3
ASK ALL
Q13a. Did you request any information from EMDG staff?
Yes ..............................................................................1
No ................................................................................2
GO TO Q14a
Don’t know / can’t remember ......................................3
GO TO Q14a
IF Q13a = 1 ASK Q13b. OTHERS GO TO Q14a.
Q13b. Did you always receive the information required within the agreed timeframes?
Yes ..............................................................................1
No ................................................................................2
Don’t know / can’t remember ......................................3
ASK ALL
Q14a. When making your application you may have provided Austrade with confidential
information about your organisation. Are you satisfied that Austrade has maintained
the confidentiality of that information?
Yes ..............................................................................1
GO TO Q15
No ................................................................................2
Not sure .......................................................................3
Have not provided confidential information .................4
GO TO Q15
Don’t know ..................................................................5
GO TO Q15
IF Q14a = 2, 3 ASK Q14b. OTHERS GO TO Q15.
Q14b In what way do you think they (may) have failed to maintain confidentiality?
PROBE FULLY RECORD VERBATIM
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ASK ALL
Q15a. Taking everything into account, how would you rate the overall performance of the
staff who assisted you with your last EMDG application? Would you say they were
… READ OUT - ROTATE SCALE.
Extremely good ...........................................................1
Very good ....................................................................2
Good ...........................................................................3
Neutral .........................................................................4
Poor .............................................................................5
Very poor .....................................................................6
Extremely poor ............................................................7
Don’t know (DO NOT READ OUT) .............................8
Q15b. Why do you choose that response? PROBE FULLY, RECORD VERBATIM.
ASK ALL
Q16a. Do you intend to lodge another EMDG application before 30 November this year?
Yes ..............................................................................1
GO TO Q17a
No ................................................................................2
Don’t know ..................................................................3
GO TO Q17a
IF Q16a = 2 ASK Q16b. OTHERS GO TO Q17a
Q16b. Which, if any, of the following describe why you will not apply again this year? Is it
because … (READ OUT – ROTATE 1-3 ONLY). IF CODE 4 PROBE FULLY AND
RECORD VERBATIM)
You will not have sufficient export marketing expenditure ............. 1
The grant is likely to be too small and so not worth your while...... 2
You will have no exports or insufficient exports ............................. 3
Or, some other reason (SPECIFY) ................................................ 4
Don’t know (DO NOT READ OUT) ................................................ 5
ASK ALL
Q17a. Did you use a private export grant consultant to assist you with the preparation of
your last application?
Yes ..............................................................................1
No ................................................................................2
GO TO PRE Q18
Don’t know ..................................................................3
GO TO PRE Q18
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IF Q17a=1 ASK Q17b, OTHERS GO TO PRE Q18
Q17b. How satisfied were you with the service you received from the consultant?
(READ OUT)
Very satisfied ...............................................................1
GO TO PRE Q18
Satisfied ......................................................................2
GO TO PRE Q18
Dissatisfied ..................................................................3
Very dissatisfied ..........................................................4
Neither (DO NOT READ OUT) ...................................5
GO TO PRE Q18
Can’t say / Don’t know (DO NOT READ) ....................6
GO TO PRE Q18
IF Q17b=3,4 ASK Q17c. OTHERS GO TO PRE Q18
Q17c. Why do you say that? PROBE FULLY
PREQ18: IF NOT INTENDING TO APPLY FOR ANOTHER EMDG THIS YEAR (Q16a=2)
GO TO SECTION 4 - ELSE ASK Q18
Q18. Will you use a private consultant (again) to prepare your next application?
Yes ..............................................................................1
No ................................................................................2
Depends (specify on what) .........................................3
Don’t know ..................................................................4
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Section 4: Use of Other Austrade Services
ASK ALL
Q19a. Besides your application for an EMDG, have you personally dealt directly with any of
Austrade’s overseas offices in the past year?
Yes ..............................................................................1
No, none at all .............................................................2
GO TO Q20a
IF Q19a = 1 ASK Q19b. OTHERS GO TO Q20a
Q19b. What services did these Austrade offices provide for you? RECORD VERBATIM.
PROMPT: What others?
ASK ALL
Q20a. Have you personally received any services from Austrade’s Australian operations in
the past year besides services related to the EMDG scheme? IF NECESSARY SAY:
Other services might include general advice on exporting, information on specific
countries or markets, sales leads etc?
Yes ..............................................................................1
No, none at all .............................................................2
GO TO Q21
Don’t know ..................................................................3
GO TO Q21
IF Q20a = 1 ASK Q20b. OTHERS GO TO Q21.
Q20b. What assistance have you received from Austrade?
PROBE FULLY, RECORD VERBATIM.
IF Q19a = 2 AND Q20a = 2,3 GO TO Q23, OTHERS ASK Q21.
ASK ALL
Q21. Besides your application for the EMDG Scheme, have you paid for any service from
Austrade in the last twelve months?
Yes ..............................................................................1
No, none at all .............................................................2
GO TO Q24
Don’t know ..................................................................3
GO TO Q24
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Q22.
Thinking about all of the non-EMDG related services that you have received from
Austrade over the last 12 months, free or paid for, how would you rate these services
overall. 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
IF Q19a = 2 AND Q20a = 2,3 (i.e. NOT USED OTHER AUSTRADE SERVICES IN LAST 12
MONTHS) ASK Q23, OTHERS GO TO Q24.
Q23. Why have you not used Austrade services in the last year? PROBE FULLY
No need, not expanding into new markets etc ..........1
Austrade services too expensive ..............................2
Used alternative supplier (cheaper) .........................3
Used alternative supplier (better qualified to assist) .4
Other (specify) .............................................................5
Don’t know ..................................................................6
ASK ALL
Q24. 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…
Definitely would ...........................................................1
Probably would ............................................................2
Might or might not .......................................................3
Probably would not......................................................4
Definitely would not .....................................................5
Don’t know (DO NOT READ) ......................................6
Q25.
If a friend or colleague asked you to recommend an organisation to assist them in
exporting or finding export markets, would Austrade be…(READ OUT)
The first and main recommendation you would make .................... 1
One of a number of organisations you would recommend ............. 2
Probably not recommended by you ................................................ 3
Definitely not recommended by you................................................ 4
Would depend - on region/type of business etc (DO NOT READ) 5
Don’t know (DO NOT READ) .......................................................... 6
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Section 5: Problems/Complaints
ASK ALL
Q26.
Thinking back over all the services you have received from Austrade in the past year,
including EMDG, would you say you have had …? READ OUT
No real problems .........................................................1
GO TO SECTION 6
One problem ...............................................................2
Two or more problems ................................................3
Continual problems .....................................................4
IF Q26 = 2, 3 OR 4 ASK Q27a. IF NO REAL PROBLEM GO TO SECTION 6.
Q27a. Can you tell me if the problem(s) was / were related to …
READ OUT – ROTATE 1 - 3
The eligibility criteria for EMDG ............................................1
The application process for EMDG .......................................2
The service provided by EMDG ............................................3
Or, a problem with another area of Austrade .......................4
Don’t know / can’t remember ................................................5
IF Q27a = 2, 3 OR 4 CONTINUE – OTHERS GO TO SECTION 6.
IF Q26 = 2 OR 4 ASK Q27b; IF Q26 = 3 ASK Q27c
Q27b. What was the nature of the problem(s) that you had?
Q27c. 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
Q28a How did you attempt to handle the problem (s)?
PROBE FULLY ACCEPT MULTIPLES
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 Q28b
Q28b 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
Q28c Were the problems eventually resolved to your satisfaction?
Yes ..............................................................................1
No ................................................................................2
Q28d Would you like someone from Austrade to contact you further about this matter?
Yes ..............................................................................1
No ................................................................................2
Section 6: Austrade Website
ASK ALL
Q29.
Thinking now about Austrade’s web site. Have you ever accessed the Austrade web
site?
Yes ..............................................................................1
No ................................................................................2
GO TO SECTION 7
IF YES TO Q29 ASK Q30a
Q30a. How useful have you found the content. Would you say.. (READ OUT)
Extremely useful..........................................................1
GO TO Q31a
Just useful ...................................................................2
GO TO Q31a
Not useful ....................................................................3
Don’t know ..................................................................4
IF Q30a = 3 OR 4 ASK Q30b. OTHERS GO TO Q31a.
Q30b. What would make the Austrade web site more useful to you? PROBE FULLY.
RECORD VERBATIM:
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IF Q30a = 1 OR 2 ASK Q31a – OTHERS GO ON TO Q33.
Q31a. Which particular categories did you find useful? READ OUT.
Information about Austrade and its services ...............1
GO TO Q33
Information on overseas markets................................2
GO TO Q33
Information on how to export ......................................3
GO TO Q33
Information on how to do business on the Internet .....4
GO TO Q33
Information on export grants (EMDG) .........................5
Information on events, seminars and workshops .......6
GO TO Q33
Or, something else (SPECIFY) ...................................7
GO TO Q33
Don’t know ..................................................................8
GO TO Q33
IF Q31a = 5 ASK Q32. OTHERS GO TO Q33.
Q32. You mentioned you found the information on export grants useful. What did you find
particularly useful about this information?
PROBE FULLY RECORD VERBATIM.
Q33.
How did you use the information you obtained from the website? PROBE FULLY.
RECORD VERBATIM:
Q34.
Are you likely to visit Austrade’s web site again?
Yes ..............................................................................1
No ................................................................................2
Don’t Know ..................................................................3
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Section 7: Organisation Details
READ OUT: Now we have just a few more questions for classification purposes.
Q35.
And for how long has it been an exporter?
None, not yet started to export ....................................1
Less than 1 year ..........................................................2
1-2 years .....................................................................3
3-5 years .....................................................................4
6-10 years ...................................................................5
11-15 years .................................................................6
More than 15 years .....................................................7
Don’t know (DO NOT READ) ......................................8
Refused .......................................................................9
PREQ36: IF Q35 NOT 1 (CURRENTLY EXPORTING) ASK Q36a.
IF Q35 = 1 (PLANNING TO EXPORT) ASK Q36b.
Q36a. What goods or services does your company export? PROBE FULLY
Q36b. What goods or services is your company thinking of exporting? PROBE FULLY
IF Q36 =1 GO ON TO Q46
Q37. Approximately what percentage of your annual turnover is attributable to exports or
overseas operations? READ OUT.
10 percent or less........................................................1
Between 11 and 20 percent ........................................2
Between 21 and 50 percent ........................................3
More than 50 percent ..................................................4
Don’t know ..................................................................5
Refused .......................................................................6
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Q38.
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 OUT) .............................5
Refused (DO NOT READ OUT)..................................6
Q39.
Which one of the following would you describe as your major export region?
READ OUT.
America .......................................................................1
Europe .........................................................................2
The Middle East ..........................................................3
North East Asia ...........................................................4
South East Asia...........................................................5
South Pacific ...............................................................6
Cant’ say (DO NOT READ OUT) ................................8
Refused (DO NOT READ OUT)..................................9
Q40.
Have you entered any new export markets that you had not previously exported to in
the past two years?
Yes ..............................................................................1
No ................................................................................2
Q41.
GO TO Q46
How important has the EMDG been in encouraging you to enter those new export
markets? Would you say… (READ OUT)
Very important .............................................................1
Important .....................................................................2
Not very important .......................................................3
Not at all important ......................................................4
Don’t know ..................................................................5
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ASK ALL
Q42. 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 (DO NOT READ OUT) .............................8
Refused (DO NOT READ OUT)..................................9
IF Q36=2-7 only
Q43. Did the number of employees increase in the past year as a result of your export
activities?
Yes ..............................................................................1
No ................................................................................2
Can’t say .....................................................................3
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, and only reported to Austrade in aggregated form.
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