ACA Consumer Satisfaction Survey. 2002/2003, Financial Year 2002/2003
Contents
I. Estimation, and Analysis
I1 Follow-up activities
What steps will be taken to ensure the expected response rate is achieved? (I1)
Note. Should detail what follow-up procedures are planned (such as, reminder letters, telephone follow-up of non-respondents, non-contacts, and refusals); and when and how many follow-ups will be attempted.
Up to 10 attempts on each individual sample case - callbacks meeting respondent requests - programmed sampling protocol for noncontacts.
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I2 Outliers
Will outliers be identified, and, if so, how will they be handled? (I2)
Note. This item refers to the treatment of unusual or suspicious responses. It outlines treatment for responses which are found to be correct, and for responses which are found to be incorrect.
As each question will be analysed and interpreted independently, it depends on whether responses conform to "Other" categories established for individual questions and the proportion of "unusual" and/or "suspicious" responses to each question.
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I3 Aggregation of data
Will data be aggregated into statistical tables, and if so what are the estimation formulae for the principal output data items?
(I3)
Note. Should include: how adjustments for outliers, imputation and frame undercoverage factors have been incorporated into estimation formulae; the variance formulae for variances that are to be published; and the weighting strategy.
Crosstabulations will be produced from the survey data.
Statistical significance testing will be applied to identify any differences (not attributable to sampling error) between groups.
Weighting of States and CSG strata, subsequent to oversampling of less populous States and CSG strata, will be conducted using ABS Business Register Counts and CSG stratum definitions at the CCD level (refer to H1/H3).
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I4 Non-sampling error
What allowances will be made for potential sources of non-sampling error in estimation? (I4)
Note. Should include: allowances to be made for non-response (such as imputation procedures, analysis of non-respondents); allowances to be made in estimation for frame deficiencies (eg. use of new business provisions); and other allowances to be made for other potential sources of non-sampling error in estimation.
Refer to previous questions.
Weighting to ABS Business Register and CSG stratum data.
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I5 Analysis of results
What statistical data analysis techniques will be performed? (I5)
Note. Examples of statistical data analysis techniques include: significance testing, regression analysis, factor analysis and the like.
Refer to responses to previous questions.
Significance testing between proportions at 95% confidence level will be applied to the study.
Crosstabulations will be produced from the survey data.
Statistical significance testing will be applied to identify any differences (not attributable to sampling error) between subgroups.
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I6 Availability of results
How will the results of the survey be explained / presented to the major users? (I6)
Note. If applicable, should include: tables; analyses; unit record data; cautionary advice to assist users in interpreting the data (eg suppressing data due to high sampling variability, presenting data in the right context especially in cases of low response rates or low participation rates); and graphs.
The report and a complete set of crosstabulations will be submitted by the consultant to the ACA in both hardcopy and electronic formats. To ensure the necessary quality and reliability of the outputs, all numbers utilised in reports will be subject to the following checking procedure:
- computer tabulations will be carefully checked to ensure consistency in treatment of bases and filters;
- numbers in spreadsheets will be checked against the computer tabulations;
- numbers in the charts and tables in reports will be checked against the corresponding spreadsheets;
- numbers in the text of reports will be checked against the corresponding charts and tables.
The ACA disseminates selected statistics, based on data quality and current interest, through hard copies of the Telecommunications Performance Report and the special report on Consumer Satisfaction. These documents can also be downloaded from the ACA web site.
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