Home : Reports and Publications : Audit & Evaluation : Canada Business Service Centres in Western Canada: Evaluation Report 2002
Canadian Business Service Centres
in Western Canada:
Evaluation Report 2002
Appendix B:
Survey Questions
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Legend
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|
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CMT:
M: NEF: FW: |
Common Measurement Tool Mandatory question National Evaluation Framework CBSC 1999 Evaluation |
Client Survey (CS)
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#
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Question |
NEF #
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CMT
M |
FW
Table # |
|
CS 1
|
Have you used the services of the Centre in the last twelve months? |
A1
|
.
|
3.10
|
|
CS 2
|
How did you first learn of the Centre? (10 categories given) |
B1
|
.
|
3.9
|
|
CS 3
|
On your last contact with the Centre, what type of business information were you seeking? |
C1
|
M
|
3.11
|
|
CS 4
|
During the last twelve months, how many times have you contacted the Centre, including your last contact? |
D1
|
.
|
3.17
|
|
CS 5
|
In the end, did you get what you needed from our organization? |
C2,
D3 |
CMT
|
.
|
|
CS 6
|
Were you served in the official language of your choice? |
D7
|
M
|
.
|
|
CS 7
|
How satisfied were you with the time required to deliver the service/product? |
D9
|
CMT
|
.
|
|
CS 8
|
How important is delivery time to you? |
D9
|
CMT
|
.
|
|
CS 9
|
How satisfied were you that the service was provided in a fair and equitable manner? |
D10
|
CMT
|
.
|
|
CS 10
|
How important is service fairness and equity to you? |
D10
|
CMT
|
.
|
|
CS 11
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Overall, how satisfied were you with the accessibility of the services? |
D11
|
CMT
|
3.23
|
|
CS 12
|
During the last twelve months, did the Centre deliver services to you by telephone? |
D13
|
.
|
3.12,
3.19 |
|
CS 13
|
In general, how satisfied were you with the telephone consultation service provided by the Centre in the last twelve months? |
D14
|
M
|
p.38
|
|
CS 14
|
Did you have an in-person consultation at a Centre in the last twelve months? |
D13
|
.
|
3.12,
3.19 |
|
CS 15
|
How satisfied were you with the waiting time at the Centre? |
D19
|
CMT
|
3.16
|
|
CS 16
|
How important is waiting time to you? |
D19
|
CMT
|
.
|
|
CS 17
|
How satisfied were you that the staff were competent? |
D20
|
CMT
|
3.16
|
|
CS 18
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How important is competent staff to you? |
D20
|
CMT
|
.
|
|
CS 19
|
How satisfied were you that the staff were courteous? |
D21
|
CMT
|
3.16
|
|
CS 20
|
How important is courteous staff to you? |
D21
|
CMT
|
.
|
|
CS 21
|
In receiving the service, how satisfied were you that you were informed of everything you had to do in order to get the service? (i.e., was there adequate signage; did you need to make an appointment; did you receive good verbal instructions) |
D22
|
CMT
|
3.23
|
|
CS 22
|
How important is this type of assistance to you? |
D22
|
CMT
|
.
|
|
CS 23
|
Which of the Centre's products or services have you used in the last twelve months (including your last contact)? |
D27
|
M
|
3.18
|
|
CS 24
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In general, how satisfied are you with the information the Centre provided to you in the last twelve months? |
D2,
D28 |
M
|
3.15
|
|
CS 25
|
Did the Centre provide you with any referrals to specific people or organizations outside the Centre itself for additional information? |
D31
|
.
|
3.25
|
|
CS 26
|
Was the referral contact information provided by the Centre accurate? |
D33
|
M
|
3.27
|
|
CS 27
|
How would you rate the usefulness of the information provided by the specific people or organizations? |
D35
|
M
|
3.28
|
|
CS 28
|
How did you use the information you obtained from the Centre on your last contact? (Check all that apply) (19 categories given) |
E1
|
.
|
3.13
|
|
CS 29
|
How important was using this information in the creation/operation of your business? |
E2
|
.
|
3.14
|
|
CS 30
|
To what extent has the Centre helped to improve your knowledge of available government programs and services for business? |
E3
|
M
|
3.33 -
- 3.39 |
|
CS 31
|
To what extent has the Centre helped to improve your access to relevant business information? |
E6
|
M
|
3.33 -
- 3.39 |
|
CS 32
|
To what extent has the Centre helped to improve the quantity of information available to you for making business decisions? |
E9
|
.
|
.
|
|
CS 33
|
To what extent has the Centre helped to improve the quality of the information available to you for making business decisions? |
E10
|
.
|
3.33 -
- 3.39 |
|
CS 34
|
What was the most useful thing the Centre provided to you? (19 categories given) |
E11
|
.
|
.
|
|
CS 35
|
To what extent do you agree that the Centre helped you to pick up new ideas for your business? |
E12
|
.
|
3.33 -
- 3.39 |
|
CS 36
|
Has the Centre had any other significant impacts (positive or negative on your business (or potential business)? |
E13
|
.
|
.
|
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CS 37
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Please briefly describe these other significant impacts. |
E13
|
.
|
.
|
|
CS 38
|
What other sources of business information have you used in the last twelve months in addition to the Centre? (please list) |
F2
|
M
|
3.30
|
|
CS 39
|
What additional types of products or services, if any, would you like to see provided by the Centre? |
C3,
C4, F5 |
M
|
7.4
|
|
CS 40
|
Are there any products or services currently offered by the Centre that you feel are NOT needed or relevant? |
F6
|
M
|
7.6
|
|
CS 41
|
What are these products or services? |
F6
|
.
|
7.6
|
|
CS 42
|
Do you have any suggestions for improving the Centre? |
F8
|
.
|
7.10
|
|
CS 43
|
What are your suggestions? (Check all that apply) (20 categories given) |
F9
|
.
|
.
|
|
CS 44
|
How do you prefer to do research? (3 categories given) |
F11
|
.
|
.
|
|
CS 45
|
How interested would you be in using each of the following products and services? (8 categories given) |
F10
|
.
|
.
|
|
CS 46
|
How much would you be willing to pay for the following products and services? (8 categories given) |
F12
|
.
|
7.7
|
|
CS 47
|
Which category best describes your situation at the time of your last contact with the Centre? (5 categories given) |
G1
|
M
|
3.1
|
|
CS 48
|
If you selected other in the previous question, please describe your situation at the time of your last contact with the Centre. |
G1
|
M
|
.
|
|
CS 49
|
(If existing business), in what industry sector does your business operate? (5 categories given) |
G2
|
.
|
3.4
|
|
CS 50
|
How many years has your business been in operation? (7 categories given) |
G3
|
.
|
3.2
|
|
CS 51
|
How many people, including both full and part time employees and yourself, are currently working with your company? (9 categories given) |
G4
|
.
|
3.5
|
|
CS 52
|
(If thinking of starting a business), in what industry sector would your business most likely operate? (5 categories given) |
G6
|
.
|
3.4
|
|
CS 53
|
When do you expect your business to begin operations? (6 categories given) |
G7
|
.
|
.
|
|
CS 54
|
How many people, including both full and part time employees and yourself, would you expect to employ by the end of your first year of operation? (9 categories given) |
G8
|
.
|
.
|
|
CS 55
|
What is the highest level of education that you have completed? (10 categories given) |
G11
|
.
|
.
|
|
CS 56
|
What is the language you first learned in childhood and still understand? (3 categories given) |
G12
|
M
|
3.6
|
|
CS 57
|
Which of the following age groups do you fall into? (7 categories given) |
G13
|
.
|
3.7
|
|
CS 58
|
Gender? |
G14
|
.
|
3.8
|
|
Legend
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|
|
CMT:
M: NEF: FW: |
Common Measurement Tool Mandatory question National Evaluation Framework CBSC 1999 Evaluation |
Potential Client
Survey (PS)
Top of Page
|
#
|
Question |
NEF #
|
CMT
M |
FW
Table # |
|
PS 1
|
Have you ever heard of the Canada Business Service Centre? |
A1
|
M
|
4.8
|
|
PS 2
|
How did you first learn of the Centre? |
A2
|
M
|
4.9
|
|
PS 3
|
Have you ever used the products and services of the Centre? |
B1
|
M
|
.
|
|
PS 4
|
What is the main reason you have never used the products and services of the Centre? |
B2
|
M
|
4.10
|
|
PS 5
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In the last twelve months, did you need information on starting a new business? |
B3
|
M
|
4.11
|
|
PS 6
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Where did you obtain this information? |
B4
|
M
|
4.11
|
|
PS 7
|
How satisfied were you with the information (new business start-up) you obtained? |
B5
|
M
|
4.11
|
|
PS 8
|
Did you pay for this information (new business start-up)? |
B6
|
.
|
.
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PS 9
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Choose a range that best represents the amount you paid for the information (new business start-up) you obtained? (5 categories given) |
B6
|
.
|
.
|
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PS 10
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To what extent do you agree that the amount you paid for the information (new business start-up) represented good value? |
B7
|
.
|
.
|
|
PS 11
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In the last twelve months, did you need information on managing an existing business? |
B8
|
M
|
4.11
|
|
PS 12
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Where did you obtain this information (managing a business)? |
B9
|
M
|
4.11
|
|
PS 13
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How satisfied were you with the information (managing a business) you obtained? |
B10
|
M
|
4.11
|
|
PS 14
|
Did you pay for this information (managing a business)? |
B11
|
.
|
.
|
|
PS 15
|
Choose a range that best represents the amount you paid for the information (managing a business) you obtained. (5 categories given) |
B11
|
.
|
.
|
|
PS 16
|
To what extent do you agree that the amount you paid for the information (managing a business) represented good value? |
B12
|
.
|
.
|
|
PS 17
|
In the last twelve months, did you need information on government acts or regulations? |
B13
|
M
|
4.11
|
|
PS 18
|
Where did you obtain this information (government acts / regulations)? |
B14
|
M
|
4.11
|
|
PS 19
|
How satisfied were you with the information (government acts / regulations) you obtained? |
B15
|
M
|
4.11
|
|
PS 20
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Did you pay for this information (government acts / regulations)? |
B16
|
.
|
.
|
|
PS 21
|
Choose a range that best represents the amount you paid for the information (government acts / regulations) you obtained? (5 categories given) |
B16
|
.
|
.
|
|
PS 22
|
To what extent do you agree that the amount you paid for the information (government acts / regulations) represented good value? |
B17
|
.
|
.
|
|
PS 23
|
In the last twelve months, did you need information on available government programs or services? |
B18
|
M
|
4.11
|
|
PS 24
|
Where did you obtain this information (available government programs or services)? |
B19
|
M
|
4.11
|
|
PS 25
|
How satisfied were with the information (available government programs or services) you obtained? |
B20
|
M
|
4.11
|
|
PS 26
|
Did you pay for this information (available government programs or services)? |
B21
|
.
|
.
|
|
PS 27
|
Choose a range that best represents the amount you paid for the information (available government programs or services) you obtained. (5 categories given) |
B21
|
.
|
.
|
|
PS 28
|
To what extent do you agree that the amount you paid for the information (available government programs or services) represented good value? |
B22
|
.
|
.
|
|
PS 29
|
In the last twelve months, did you need market information (e.g., local, provincial, national and international as well as government procurement)? |
B23
|
.
|
4.11
|
|
PS 30
|
Where did you obtain this information (market information)? |
B24
|
.
|
4.11
|
|
PS 31
|
How satisfied were you with the information (market information) you obtained? |
B25
|
.
|
4.11
|
|
PS 32
|
Did you pay for this information (market information)? |
B26
|
.
|
.
|
|
PS 33
|
Choose a range that best represents the amount you paid for the information (market information) you obtained. (5 categories given) |
B26
|
.
|
.
|
|
PS 34
|
To what extent do you agree that the amount you paid for the information (market information) represented good value? |
B27
|
.
|
.
|
|
PS 35
|
In the last twelve months, did you need product or commodity sourcing information? (e.g. lists of suppliers, potential buyers, distributors, trade shows, franchisers, etc.) |
B33
|
.
|
4.11
|
|
PS 36
|
Where did you obtain this information (sourcing information)? |
B34
|
.
|
4.11
|
|
PS 37
|
How satisfied were you with the information (sourcing information) you obtained? |
B35
|
.
|
4.11
|
|
PS 38
|
Did you pay for this information (sourcing information)? |
B36
|
.
|
.
|
|
PS 39
|
Choose a range that best represents the amount you paid for the information (sourcing information) you obtained. (5 categories given) |
B36
|
.
|
.
|
|
PS 40
|
To what extent do you agree that the amount you paid for the information (sourcing information) represented good value? |
B37
|
.
|
.
|
|
PS 41
|
Thinking back to the business information sources you have used, did you experience any difficulties in obtaining the information you were seeking? |
B43
|
M
|
4.12
|
|
PS 42
|
What were these difficulties? |
B44
|
M
|
4.13
|
|
PS 43
|
By what means do you prefer to receive your business information? |
E1
|
.
|
4.16
|
|
PS 44
|
Thinking back to the business information sources you have used, how could these information sources be improved? |
F1
|
M
|
4.14
|
|
PS 45
|
Would you be willing to pay for any improvements? |
F2
|
.
|
.
|
|
PS 46
|
How interested would you be in using each of the following products and services? (8 categories given) |
F3
|
.
|
.
|
|
PS 47
|
How much would you be willing to pay for each of the following products and services? (8 categories given) |
F4
|
.
|
.
|
|
PS 48
|
Which category best describes your current situation? (5 categories given) |
G1
|
M
|
.
|
|
PS 49
|
If you selected other to the previous question, please describe your current situation. |
G1
|
M
|
.
|
|
PS 50
|
(If an existing business), in what industry sector does your business operate? (5 categories given) |
G2
|
.
|
4.3
|
|
PS 51
|
How many years has your business been in operation? (11 categories given) |
G3
|
.
|
4.1
|
|
PS 52
|
How many people, including both full and part time employees and yourself, are currently working with your company? (9 categories given) |
G4
|
.
|
4.4
|
|
PS 53
|
(If thinking of starting a business), in what industry sector would your business most likely operate? (5 categories given) |
G6
|
.
|
.
|
|
PS 54
|
When do you expect your business to begin operations? (4 categories given) |
G7
|
.
|
.
|
|
PS 55
|
How many people, including both full and part time employees and yourself, would you expect to employ by the end of your first year of operation? (9 categories given) |
G8
|
.
|
.
|
|
PS 56
|
In what type of business or profession are you currently involved? (7 categories given) |
G10
|
.
|
.
|
|
PS 57
|
What is the highest level of formal education that you have completed? (5 categories given) |
G11
|
.
|
.
|
|
PS 58
|
What is the language you first learned in childhood and still understand? (3 categories given) |
G12
|
.
|
4.5
|
|
PS 59
|
Which of the following age groups do you fall into? (7 categories given) |
G13
|
.
|
4.6
|
|
PS 60
|
Gender? |
G14
|
.
|
4.7
|
Staff Survey (SS)
Top of Page
|
#
|
Question |
|
SS 1
|
How familiar would you say you are with the products and services offered through the Canada Business Service Centre(s) (CBSCs)? |
|
SS 2
|
Is there still a need for the CBSCs to "improve the start-up, survival and growth rates of small and medium-sized enterprises by giving businesspeople in every part of Canada access to accurate, timely and relevant information and referrals"? (CBSC Mission) |
|
SS 3
|
Is there still a need for the CBSCs to "reduce the complexity of dealing with various levels of government by consolidating business info from the clients' perspective in one convenient service"? (CBSC Mission) |
|
SS 4
|
Is there still a need for the CBSCs to "enable clients to make well-informed business decisions in a global economy"? (CBSC Mission) |
|
SS 5
|
Is there still a need for the CBSCs to "encourage business success through sound business planning, market research and the use of strategic business information"? (CBSC Mission) |
|
SS 6
|
What role does the CBSC play in disseminating information to businesses or prospective entrepeneurs? (select all that apply) (4 categories given) |
|
SS 7
|
What additional types of products or services would you like to see provided by the CBSCs? (select all that apply) (8 categories given) |
|
SS 8
|
How successful do you think that the CBSCs have been in achieving their objectives of providing convenient access to accurate, timely and relevant information and referrals? |
|
SS 9
|
How successful have the CBSCs and gov't been to date in creating awareness of the Centres? |
|
SS 10a
|
How satisfied do you feel the clients are with the products that are delivered? |
|
SS 10b
|
How satisfied do you feel the clients are with the time required for delivery of service? |
|
SS 10c
|
How satisfied do you feel the clients are with the provision of fair and equitable treatment? |
|
SS 10d
|
How satisfied do you feel the clients are with the accessibility of services? |
|
SS 11a
|
The CBSC has had a number of impacts and effects. How successful would you say that the CBSCs have been in: Providing information and referrals as its core function? |
|
SS 11b
|
The CBSC has had a number of impacts and effects. How successful would you say that the CBSCs have been in: Providing flexible arrangements to capture regional diversity? |
|
SS 11c
|
The CBSC has had a number of impacts and effects. How successful would you say that the CBSCs have been in: Maintaining a presence and visibility in every province? |
|
SS 11d
|
The CBSC has had a number of impacts and effects. How successful would you say that the CBSCs have been in: Maximizing information and referral services while minimizing costs? |
|
SS 12
|
Are there better ways for the CBSC to deliver its products? |
|
SS 13
|
What are your suggestions to better deliver CBSC products. (select all that apply) (4 categories) |
|
SS 14
|
Are there services offered for which the demand/value added is too low to justify the cost? (select all that apply) (5 categories given) |
|
SS 15
|
Are there methods or tools which could be employed to enable the CBSCs to deliver services in a more cost-effective manner? |
|
SS 16
|
If you answered yes to the previous question, please describe your suggestions briefly. |
|
SS 17
|
Are there services which could be offered more effectively if client demand could be increased? (select all that apply) (5 categories given) |
|
SS 18a
|
How successful do you think the CBSCs have been in providing: Managing partners with mgmt information about the Centre? |
|
SS 18b
|
How successful do you think the CBSCs have been in providing: Cooperating partners with screening and referrals of their clients, information dissemination and feedback? |
|
SS 18c
|
How successful do you think the CBSCs have been in providing: Co-located partners with shared operating expenses? |
|
SS 18d
|
How successful do you think the CBSCs have been in providing: Regional access partners with the same services as cooperating partners? |