Customer Satisfaction Survey 2014 Final Report Version: v1.00 Date: February 2015 Author: Redflank BANKSETA Customer Satisfaction Survey APPROVALS Sign-off signifies acceptance of the content. Conditional signature can be made, with space provided to express conditions. Name Designation Organisation Date Signature Conditions/Comments Zandile Skosana Manager: BANKSETA Marketing and Communications 2 BANKSETA Customer Satisfaction Survey Contents Table of Figures ....................................................................................................................................... 4 List of Tables ........................................................................................................................................... 5 List of Acronyms ...................................................................................................................................... 6 1. Executive Summary ......................................................................................................................... 7 1.1. Introduction ............................................................................................................................ 7 1.2. Research Design ...................................................................................................................... 7 1.2.1. Overview of Data Collection Process .............................................................................. 7 1.3. Key Findings ............................................................................................................................ 8 2. Introduction .................................................................................................................................... 9 2.1. Document Purpose and Content ............................................................................................ 9 2.2. Project Context, Focus and Approach ..................................................................................... 9 2.2.1. Overview of BANKSETA ................................................................................................... 9 2.2.2. Overview of Redflank ...................................................................................................... 9 2.2.3. Project Focus ................................................................................................................... 9 3. Research Design ............................................................................................................................ 11 3.1. Research Sample and Approach ........................................................................................... 11 3.1.1. Sample ........................................................................................................................... 11 3.1.2. Approach ....................................................................................................................... 12 3.2. Field Research Undertaken ................................................................................................... 13 3.2.1. Overview of Stakeholders Consulted ............................................................................ 13 3.2.2. Surveys .......................................................................................................................... 13 3.2.3. Interviews ...................................................................................................................... 15 3.2.4. Focus Groups ................................................................................................................. 15 3.3. Overview of Data Collection Process, Response Rates ......................................................... 16 3.3.1. Overview of Data Collection Process ............................................................................ 16 3.3.2. Survey Response Rates ................................................................................................. 16 3.4. Analysis and Rating Scale ...................................................................................................... 17 3.5. Research Challenges ............................................................................................................. 17 3.6. Stakeholder Segmentation ................................................................................................... 18 3.6.1. Stakeholder Representation ......................................................................................... 18 3.6.2. Provincial Spread of Stakeholders Surveyed................................................................. 18 4. Survey Findings ............................................................................................................................. 20 4.1. Key Areas Evaluated .............................................................................................................. 20 3 BANKSETA Customer Satisfaction Survey 4.2. Overall Score ......................................................................................................................... 20 4.3. Overall Stakeholder Satisfaction ........................................................................................... 20 4.3.1. Overall Satisfaction ....................................................................................................... 20 4.3.2. Overall Satisfaction by Stakeholder Segment ............................................................... 21 4.4. Quality of Service; Corporate Image; Quality of Training Programmes ............................... 22 5. Operational Activities .................................................................................................................... 25 5.1. BANKSETA Staff .......................................................................................................................... 25 5.2. BANKSETA Communication Channels ........................................................................................ 26 5.3. BANKSETA’s Corporate Image .................................................................................................... 27 5.4. Accredited Training Providers ............................................................................................... 28 5.5. Service Providers ................................................................................................................... 28 5.6. Employed and Unemployed Beneficiaries ............................................................................ 30 6. Information Sources ...................................................................................................................... 34 7. Website ......................................................................................................................................... 35 8. Newsflash .................................................................................................................................. 37 9. Magazine ....................................................................................................................................... 39 10. BANKSETA Sector Skills Plan Publication .................................................................................. 41 11. Social Media .............................................................................................................................. 42 12. Internal vs. External Perceptions .............................................................................................. 45 13. Additional Issues Raised by Stakeholders ................................................................................. 48 13.1 SDF Administrative Burden ................................................................................................... 48 13.2 Placement of Learners .......................................................................................................... 48 14. Conclusion ................................................................................................................................. 49 15. References ................................................................................................................................ 50 16. Appendices ................................................................................................................................ 51 16.1 List of telephonic survey respondents .................................................................................. 51 16.2. List of Interview Participants ............................................................................................ 60 16.3. List of Attendees from SDF Focus Group .......................................................................... 60 Table of Figures Figure 1.1: Data Collection Timeline ....................................................................................................... 7 Figure 1.2: Summary of Survey Response Rate ....................................................................................... 8 Figure 2.1: Areas of Focus for Research ................................................................................................ 10 Figure 3.1: Data Collection Timeline ..................................................................................................... 16 4 BANKSETA Customer Satisfaction Survey Figure 3.2: Summary of Survey Response Rate ..................................................................................... 17 Figure 4.1: Overall