AusIndustry Direct Cross-Product Customer Satisfaction Survey, Year Ending May 2005 -->
B. User Requirements, Survey Objectives, and Budget
B1 Purpose of survey
Why do you need to conduct a survey? (B1)
Note. Refers to the underlying information requirements that the survey is intended to address. For example, what problems the agency is trying to solve? What decisions need to be made? What specific policies or actions are being determined or assessed? Should detail who requires the information. Survey objectives should be included in "B2" below.
The surveys are conducted to meet a range of objectives and information requirements including to:
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- meet requirements of the Portfolio Budget Statements which require AusIndustry to report customer satisfaction to the Parliament;
- meet requirements set out in the Business Partnership Agreements that document DITR’s policy development/program delivery separation;
- meet AusIndustry Business Plan goals;
- establish and track performance against key customer satisfaction benchmarks;
- provide statistically significant quantitative measurements of overall customer satisfaction with services;
- gather qualitative feedback on areas of strength or concern and suggestions for service improvement; and
- assist AusIndustry to target actions for customer service improvement
How will the survey outputs meet the needs specified in B1? What are the target RSEs for the survey? (B2)
Note. Should include a brief overview of the main topics the survey will cover. If applicable, provides details of any constraints including: fixed costs, fixed sample size, fixed accuracy (eg target RSEs, Confidence Intervals), etc.
The main topics that the survey will cover include:
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- overall satisfaction with certain product and service delivery processes (these may change from year to year depending on those processes identified as in need of improvement). Those processes that have been included in the current survey are: Marketing and Promotion, Information available on AusIndustry Products, Transparency of AusIndustry’s service delivery processes;
- satisfaction with key aspects of AusIndustry’s staff service including: Understanding the customers business; professionalism; confidentiality of information; responsiveness; and guidance. The survey will also measure overall satisfaction with the quality of customer service.
- overall satisfaction with certain processes identified as being in need of improvement by product managers or as a result of previous survey results. The online application process has been included in the current survey;
- overall satisfaction with AusIndustry’s service delivery.
The main constraints will be:
- having to include questions from previous surveys in order to maintain backwards compatibility even though the questions do not fully address issues that are currently relevant.
The survey outputs will meet the needs of the Parliament, policy partners, and business plan goals through the collection of data on customer satisfaction.
There will be greater scope to identify and address areas for improvement in business processes due to the changing nature of the surveys.
What is the timetable for the survey? (B3)
Note. Should include: testing, the date questionnaires are printed or finalised, the date data collection commences, the date data collection finishes, and when results will be available. SCH approval for the survey is to be obtained before data collection commences.
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Clearance by SCH
Analysis & Report
|18 April 2005|
25 April 2005
2 May 2005
23 May 2005
27 June 2005