ACA Consumer Satisfaction Survey. 2002/2003, Financial Year 2002/2003 -->
D. Data Outputs
D1 Data outputs
D1. Please specify the principal outputs or data items to be produced. (D1)
Note. Refers to the main data items to be produced by the survey (eg turnover of business, satisfaction with a government program the business is participating in), how they will be cross-classified (eg by geography, industry, size, sector of business, etc) -- this could be in the form of a list of tables.
See the Telecommunications Performance Report 2001/2002 and the Consumer Satisfaction Survey Report 2002 (Special Report No. 12) available on the ACA website at www.aca.gov.au/. The main use of the data is to report to the Minister of Communications, Information Technology and the Arts in the annual performance report.
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The reports indicate the format of tables and graphs previously published.
The principal outputs to be produced are:
- general satisfaction levels with the telecommunications industry;
- satisfaction with billing process for local, long distance and international calls;
- opinion of price levels for various services;
- satisfaction with various types of customer service;
- satisfaction with mobile service providers, bill payment, quality of mobile service;
- satisfaction with Internet service providers, bill payment, quality of Internet service;
- satisfaction with various aspects of bundling;
- satisfaction with directory assistance;
- satisfaction with call centres;
- satisfaction with the efficiency and quality of fault repairs (among targeted sample of recent fault reporters);
- satisfaction with new service connections (among targeted sample of recent new connection establishers).
D2 Use of standards
What consideration has been given to the use of standards? Please specify. (D2)
Note. Should include standard data items (such as employment, housing, etc) and standard classifications (such as industry, geography, commodity, etc.). Should not include market research processing standards.
Commonly accepted definitions of Small Business are used in this survey: manufacturers with less than 100 employees and companies in other industries with less than 20 employees.
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The following geographic areas are defined by the ACA’s Customer Service Guarantee (CSG):
- Urban (population of 10,000+);
- Rural (population of 200 -9,999);
- Remote (population of less than 200).
It is a mandatory requirement of legislation (section 105 of the Telecommunications Act 1997) that the ACA report on consumer satisfaction with the CSG.
D3 Data consistency
What consideration has been given to making data item definitions consistent between repeats of this survey or across other surveys? (D3)
Since part of the ACA’s mandate is to monitor customer satisfaction, we have paid special consideration to consistency and comparability of results over time. Comparability of data over time is a key requirement of the tender Brief created by the ACA. The starting point for each subsequent survey has been the questionnaire from the last survey. A majority of the questions are considered "core" and are asked every year. Of the remaining questions, most are likely to continue for one or two years and then be replaced by other emerging issues of current interest. Questions covering ongoing issues of interest are retained from year to year, while topics that are no longer of interest are dropped. A significant number of questions relate to matters which the ACA must report on (such as supply of carriage services, ancillary goods, billing information services, the standard telephone service, service connections, fault repair, the meeting of appointments, etc.).
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