ACA Telecommunications Consumer Awareness and Information Needs Survey, Financial Year 2000/2001
B. User Requirements, Survey Objectives, and Budget
Why do you need to conduct a survey? (B1)
It is envisaged that this research will be primarily quantitative, as results from the previous research survey will be used to track trends. Qualitative research will be undertaken occasionally as a check on the adequacy of the quantitative survey. The survey is undertaken annually to meet corporate objectives and to assess awareness relating to the ACA’s legislative functions. The survey targets specific issues relevant to the ACA’s functions and powers as well as aiming to probe awareness of general competition issues and consumer attitudes/motivations.
From the research, the ACA intends to determine areas where consumer information strategies, such as public education campaigns, would be beneficial to ensure the community is well informed about telecommunications matters and how previous consumer information strategies have contributed to increased consumer awareness of those issues.
More specifically, the ACA needs to gather information on the profiles of different users of telecommunications, such as small businesses and households, including locational information. Hence, there are two surveys— a small business survey and a residential survey.
The small business survey is of particular importance because the profiles of the users can be quite different to those of residential consumers, resulting in different information requirements. Also, the location of these users has a considerable impact on their profile and levels of awareness. It is becoming increasingly apparent that rural and remote users can have very different perceptions of telecommunications to their urban counterparts. The ACA has recently been directed by the Minister for Communications, Information, Technology and the Arts to review these needs. It is envisaged that the results of this survey will assist in this review.
The ACA is also required by legislation to report annually on the performance of the industry. Some of the data obtained from this consumer awareness survey and further survey work by the ACA on consumer satisfaction is utilised for this report. This report also sources a large range of data from industry - it is used by the ACA to the extent that the performance report data is relevant/useful to meeting corporate objectives (eg. providing information to consumers) in addition to its legislative reporting obligation, for which it is primarily sought.
The information is for ACA purposes, but an analysis of it is published both online and in hard copy.
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How will the survey outputs meet the needs specified in B1? (B2)
The 2001 research will also assist the ACA to assess whether there have been any changes in consumers’ awareness of aspects of the telecommunications environment, particularly in relation to:
Overview of topics the survey will cover:
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What is the timetable for the survey? (B3)
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