As stated in its service charter, the ABCC is committed to providing a high level of service to the building and construction industry. The ABCC conducts quarterly surveys of clients who have had some form of interaction with the ABCC during the reporting period. The survey measures the level of client satisfaction with the quality and timeliness of advice and assistance provided by the ABCC.
TABLE 2.8 CLIENT SATISFACTION SURVEY
|
Level of Satisfaction |
% |
|
Q1 |
Q2 |
Q3 |
Q4 |
Year Average |
|
My initial enquiries to the ABCC were handled promptly |
95 |
90 |
88 |
94 |
91 |
|
I was kept well informed as to the progress of my enquiry |
81 |
80 |
84 |
80 |
81 |
|
The service provided by the ABCC was particularly helpful |
89 |
86 |
84 |
85 |
86 |
|
I am better placed to deal with my issues as a result of interaction with the ABCC |
86 |
85 |
80 |
77 |
82 |
|
Overall satisfaction level |
93 |
87 |
82 |
84 |
86 |
Sample Group
A sample group of 686 clients were selected as potential respondents to the survey. Respondents were chosen on the basis that they had been in contact with the ABCC between 1 November 2007 and 31 October 2008 and their enquiry had since been resolved or any operational activity relating to it finalised. Respondents were not interviewed while such activity was in progress to ensure their responses were based on the process and outcomes of dealing with the ABCC. Of the 686 clients in the sample group, 221 agreed to take part in the survey. Telephone interviews were conducted in September 2008, December 2008, March 2009 and June 2009.
Survey results
The survey results show satisfaction with the level of service and outcomes from dealing with the ABCC were high throughout the period of the clients’ involvement with the ABCC. The overall level of satisfaction with the ABCC for the survey period was 86%.