ACA Consumer Satisfaction Survey. 2002/2003, Financial Year 2002/2003 -->
F. Respondent Load
F1 Respondent load
On average, how long will a respondent be expected to spend in completing each questionnaire? How has this estimate been derived? Will the time taken by respondents to complete the survey be recorded? (F1)
Note. Mail-based surveys should include a 'time taken to complete questionnaire' question. For telephone interviews this 'time taken' information should be recorded.
There are three surveys, with the following estimated average interview duration for each, based on timing by CATI personnel at Roy Morgan Research.
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Average interview durations were as follows:
Main survey - residential
Main survey - small business
F2 Reduction in respondent load
What steps have been taken to reduce the burden on small businesses, eg use of a reduced questionnaire? (F2)
In terms of survey length, questions are streamlined such that if a particular topic is not applicable or relevant to the business respondent, those questions are skipped over, thus reducing interview time.
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In developing the questionnaire, we have been sensitive to the issue of length. To this end, the questionnaire for the Main survey has been shortened by approximately 7 minutes from last year, and sections concerning Fault Restoration and Connection Services have been relocated into separate questionnaires to be administered within targeted surveys with carrierprovided sample of customers who have recently reported faults or had new connections established. Only those issues that we are required to report on to the Minister are focused on, questions on issues that are no longer relevant are discarded, and questions are only added if required to cover new issues.
What commitments have been made to preserve the confidentiality of respondents? How will these be implemented? (F3)
The only personal information asked of respondents is their name and suburb; their telephone number is also checked. This information is asked at the end of the questionnaire, so that completed interviews may be validated at a later stage if required. However, respondents are not obliged to reveal this information - they may refuse, but the survey responses are still collected. Further, all data are aggregated and at no time are individual responses reported or published. In this way, the confidentiality of respondents is preserved.
Raw electronic data files containing individual responses are kept on a password-protected network that is not linked to the Internet. Paper copies of such files are destroyed after 2 years.
The contract with the consultant specifically states that all survey material is the property of the ACA and are to be used only for the purposes of the contract. Re-selling of individual data by the consultant is prohibited by the terms of the signed contract.
Interviewers are subject to confidentiality agreements and respondents are assured of confidentiality. Roy Morgan Research abides by relevant professional codes of practice (MRSA and ESOMAR).
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