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Marketing Science Centre -1- www.marketingsciencecentre.com
City of Playford Customer Satisfaction Research: June2001
Prepared for: Jane Trotter and Penny GaleCity of PlayfordCivic Centre: Warooka DriveSmithfield SA 5114
Prepared by: Catherine Eddy and JasonAllsoppMarketing Science CentreWay Lee BuildingNorth TerraceADELAIDE SA 5000
ph (08) 8302 0150fax (08) 8302 0123
Date of Issue: 3.8.01
Draft report No: 6978
Marketing Science Centre -2- www.marketingsciencecentre.com
Contents
Contents......................................................................................................................2
Summary.....................................................................................................................3
Introduction .................................................................................................................5
Results ........................................................................................................................6
Questionnaire............................................................................................................29
ISO 9001 Lic No. 6382
For further up-to-date information on the Marketing Science Centre see
www.MarketingScienceCentre.com
Marketing Science Centre -3- www.marketingsciencecentre.com
Summary
This report outlines the results of a survey of 603 residents of the City of
Playford. Interviewing took place by telephone with randomly selected residents
within the City during July, 2001.
Respondents were asked questions about the performance of the Council on a
wide range of issues pertaining to the services provided by the City of Playford.
These services included the following broad groupings: city appearance, city
maintenance, crime and safety, environmental issues, amenities, litter and
garbage control, general council issues, council communication and recent
contact experience with Council.
Residents were asked to provide a score on an eleven point scale (0-10) of their
agreement with a positive statement indicating satisfaction with the service
provided, where a higher score is “better”. The mean scores are presented in
Table 1.
Table 1 - Mean scores for various council services
Score/10
Toilet Amenities 8.0
Litter and Garbage Control 7.8
General City Maintenance 6.8
Environmental Issues 6.7
General Council Issues 6.5
City Appearance 6.1
Communication to Residents 5.9
Crime and Safety 5.7
An “overall” satisfaction score was also obtained from respondents. The mean
score for the total sample was 69 out of 100. This score is comparable with
other similar organisations surveyed by the MSC.
Other key findings of this research were:
Marketing Science Centre -4- www.marketingsciencecentre.com
• 59% of respondents said that garbage collection is the most important
service offered by the Council. Agreement with the satisfaction
statement related to this service was 8.7 out of 10.
• Of the residents who had recent contact with the City of Playford, 72%
were either satisfied or very satisfied with that contact.
• Telephone is the most popular method for residents to contact the
Council with 70% of respondents nominating it as their preferred
method. 75% of respondents who had recent contact with the City of
Playford said that the Customer Service Centre was their first point of
contact.
• The most preferred methods for making payments to the City of
Playford or similar organizations (i.e. other councils) was by cash (47%),
with credit card the next popular method (13%),
Marketing Science Centre -5- www.marketingsciencecentre.com
Introduction
In June 2001, the City of Playford commissioned the Marketing Science Centre
to undertake a customer survey to understand the needs of residents and their
perceptions of Council services. This report details the findings from that survey.
The survey was conducted by telephone during July 2001. The objectives of the
research were to assist Council management in:
Understanding the needs and expectations of residents in the design and
delivery of Council services
Evaluating the effectiveness of Council services and programs
Allocating resources across Council services and programs
This survey will act as a benchmark for future research studies so that
comparisons with service delivery levels can be made over time.
Residents were asked to nominate services they were aware of and also to
comment on those services they used. In addition, a battery of questions was
asked of all respondents, regardless of their use of these services.
Respondents were also asked about recent contact with the City of Playford and
satisfaction with that contact as well as preferred methods on payment and
contact with council. A text copy of the questionnaire appears at the end of this
report.
Interviews were conducted by IQCA accredited interviewers using a modern
CATI (Computer Aided Telephone Interviewing) system. All fieldwork was
supervised by a trained supervisor and in accordance with IQCA practice, a
selection of respondents were re-contacted to verify the interview.
Marketing Science Centre -6- www.marketingsciencecentre.com
Results
The descriptive results relating to the general aspects of satisfaction are
presented first.
Respondents were asked on an unprompted basis to nominate what services the
City of Playford provides to residents. Garbage collection was the service
nominated by most residents (73%). All other services had much lower
awareness levels. With respect to usage rates, garbage collection, fixed libraries
and parks and reserves were the only Council services nominated by
respondents that recall rates of over 20%.
Table 2 - Services and usage by the City of Playford
Services provided Services used
n % n %
Garbage collection 442 73% 443 73%
Parks and reserves 239 40% 128 21%
Roads 191 32% 88 15%
Verge maintenance 180 30% 84 14%
Libraries (fixed not mobile 163 27% 161 27%
Street sweeping 109 18% 50 8%
Dog registartion 93 15% 66 11%
Footpaths 70 12% 26 4%
Other 50 8% 13 2%
Tree maintenance 42 7% 8 1%
Greenwaste 40 7% 39 6%
Ovals and sporting grounds 39 6% 20 3%
Public lighting 38 6% 15 2%
Mobile library 36 6% 13 2%
Don’t know 34 6% 53 9%
Waste management 32 5% 34 6%
Immunisation service 30 5% 11 2%
Seniors programs 25 4% 6 1%
The aquadome 18 3% 11 2%
Overall look of the city 17 3% 13 2%
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Environmental management 17 3% 3 0%
Stormwater drainage 16 3% 8 1%
Building approvals 13 2% 3 0%
Environmental health 11 2% 11 2%
Local family and history service 11 2% 2 0%
Planning approvals 10 2% 5 1%
The customer service centre 9 1% 5 1%
Special events 8 1% 4 1%
Disability services 7 1% 2 0%
Conservation programs 7 1% 2 0%
Home assist 6 1% 6 1%
Public conveniences / toilets 6 1% 3 0%
Bike paths and walking trails 6 1% 3 0%
Wasp eradication 5 1% 6 1%
The waste transfer station 4 1% 1 0%
Zoning regulation 4 1% 1 0%
Food safety 4 1% 0 0%
The community directory 3 0% 4 1%
Theatres 3 0% 2 0%
Food coops 2 0% 4 1%
Refused 1 0% 0 0%
Public seating 0 0% 2 0%
Awareness and usage was highest for garbage collection
After seeking unprompted awareness and usage of services, respondents were
read a list of services that the City of Playford provides and were asked to
comment on the services they used, or wished to make comment on.
Respondents could comment on a maximum of 4 services in all and were
presented with statements relating to the service and asked to indicate their level
of agreement with that statement (0-10 point scale). Garbage collection was not
included at the request of Council as this service is outsourced by the City of
Playford.
Table 3 outlines the services listed and the percentage of respondents who
chose to answer questions relating to that particular service.
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Table 3 – Services commented on by respondents
Service %
Libraries (fixed not mobile) 49.8
The Aquadome 32.2
Building approvals 18.7
The customer service centre 18.6
The community directory 17.6
Planning approvals 15.1
Wasp eradication 14.8
Immunisation service 13.8
Mobile library 8.1
Seniors programs 7.5
Local family and history service 6.8
Food co-ops 6.1
Home assist 4.8
Zoning regulation 3.3
Libraries (fixed not mobile) were commented on by almost 50% of respondents
Respondents were then asked how satisfied they were with the services
reported in Table 3.
Table 4 – Fixed Library
Fixed Library services n MeanScore
The variety of resources at the library (books, videos, newspapersand magazines) is excellent
294 7.9
Table 5 – The Aquadome
The Aquadome n MeanScore
The Aquadome facilities and programs are just what I want 189 6.6
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Table 6 – Building and Planning Approvals
Building and Planning Approvals n MeanScore
Planning and Building approvals are given in a timely fashion 140 6.9
The processes behind planning and building approvals are easy tounderstand
137 6.1
Table 7 – The Customer Service Centre
The Customer Service Centre n MeanScore
Customer service centre staff are knowledgaeable 98 7.8
Response times from the customer service centre are excellent 104 7.6
The 18.6% of respondents who commented on the Customer Service Centre
were asked if they had ever had to contact the Council during the day or after
hours with an emergency (eg storm damage, road damage, uneven footpaths,
drainage problems, syringes etc). Most of these respondents (75%) had not
made contact with the Customer Service Centre with an emergency
Table 8 – Contact with Customer Service Centre with an emergency
Contact with Customer ServiceCentre with an emergency
n %
Yes 27 24
No 84 75
Dont Know / unsure 1 1
Total 112 100
These respondents were then asked some statements about their contact with
the Customer Service Centre during the emergency.
Table 9 – Customer Service Centre
Customer Service Centre n MeanScore
On the occasion the customer service centre was contacted, Councilreacted in a timely fashion
27 7.2
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Council dealt with the problem satisfactorily 27 7.0
Table 10 – The Community Directory
The Community Directory n Mean Score
The Community Directory is easy to use 102 8.0
Table 11 – Wasp Eradication
Wasp Eradication n Mean Score
The wasp eradication service wassuccessful in removing wasps from myhome
74 7.7
The response time from the WaspEradication service is excellent
84 6.9
Table 12 – Immunisation Service
Immunisation Service n Mean Score
Staff at the immunisation service arepleasant and helpful
75 9.0
Hours of operation at the immunisationservioce are adequate for my needs
73 8.3
Staff of the immunisations service are viewed in a very positive light
Table 13 – Mobile Library
Mobile Library n Mean Score
The variety of resources (books, videos,newspapers and magazines) availablethrough the mobile library is excellent
44 8.1
Table 14 – Seniors Programs
Seniors Programs n Mean Score
Seniors programs provide a good varietyof activities
38 7.2
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Table 15 – Local Family and History Service
Local Family and History Service n Mean Score
The local family and history service suitsmy needs
38 7.9
Table 16 – Food Co-ops
Food Co-ops n Mean Score
The Food Co-op allows me to buy food insmall amounts and this is helpful to me
32 8.5
The Food Co-op offers good value formoney
31 8.0
The variety and range at the Food co-opis adequate for my needs
31 7.3
Respondents who commented on the Food Co-op (6.1%) were asked if they
attended cooking classes run by the Food Co-op. None of the respondents said
they attended these cooking classes.
Table 17 – Home Assist
Home Assist n Mean Score
I am very happy with the home assistprogram
26 7.4
Table 18 – Zoning Regulation
Zoning Regulation n Mean Score
Council rules and regulations in relationto zoning are appropriate
17 5.0
Marketing Science Centre -12- www.marketingsciencecentre.com
Satisfaction Statements
Respondents were then asked about general aspects of council services.
Table 19 - City Appearance
Statement n Mean Score
The appearance of the City of Playford is very pleasant 598 6.6
The City of Playford displays a positive image generally 580 6.1
There is enough greenery in the City of Playford 591 5.9
Table 20 - General City Maintenance
Statement n MeanScore
Ovals and sporting grounds are well maintained 569 8.0
Parks, gardens and playgrounds are well maintained 589 7.1
The City of Playford’s street are clean 601 6.9
The councils street sweeping program is effective 567 6.8
In the City of Playford, street signage and numbering is extremelyclear
590 6.4
Overall verge maintence is satisfactory (spraying, weeding etc) 586 6.3
The street lighting is adequate in the City of Playford 593 6.2
The provision and maintenecne of walking paths is excellent withinthe City of Playford
504 6.0
Verges are cut regularly enough 577 5.7
The provision and maintenance of bicycle paths is excellent withinthe City of Playford
357 5.3
Footpaths are maintained well in the City of Playford 584 5.3
Table 21 - Crime and Safety
Statement n Mean Score
I always feel safe in the City of Playford 594 5.8
Crime prevention is well managed in the City of Playford 545 5.3
Graffiti and vandalism control in the City of Playford is effective 581 5.3
Safety and Crime prevention issues received low scores
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Table 22 - Environmental Issues
Statement n Mean Score
The council is environmentally responsible 551 6.7
Storm water drainage in the City of Playford is adequate 573 6.2
The council keeps our waterways clean and free of rubbish 532 5.9
Table 23 - Toilet Amenities
Statement n Mean Score
The toilet blocks in the City of Playford are well maintained 323 5.8
The toilet blocks in the City of Playford are safe 335 5.3
Table 24 - Litter and Garbage Control
Statement n MeanScore
I am satisfied with garbage collection service provided in the Cityof Playford
600 8.7
Litter control in the City of Playford is effective 589 6.8
Residents are very satisfied with the garbage collection service
Table 25 - General Council Issues
Statement n MeanScore
Disabled access in the City of Playford is sufficient 416 6.3
Council provides value for money in return for the rates I payeach year
511 4.8
There is plenty of life in the City of Playford after shops close 453 4.4
Table 26 shows that the three statements referring to Council communication
with residents all scored lower than 6 out of 10. There is an obvious perception
amongst the residents that communication from the Council could be improved.
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Table 26 - Council Communication to Residents
Statement n MeanScore
The City of Playford communicates well with the residents who livethere
576 5.7
The Councils goals and vision are clear and communicated toresidents
576 5.6
The Council invites participation of residents in decision makingabout the City of Playford
526 5.2
Residents appear to have some concern at the levels of communication fromCouncil
Communication and recent contact with the City ofPlayford
Respondents were asked about the most recent time they had dealt with the City
of Playford with a problem or query.
Table 27 – The most recent time dealt with City of Playford
Recent dealings n %
Never 128 21
A couple of days ago 9 2
In the last week 20 3
In the last fortnight 24 4
In the last month 51 9
In the last couple of months 58 10
In the last six months 82 14
In the last year 57 10
Over a year ago 157 26
Dont know / refused 17 3
Total 603 100
26% said that they had last contacted the Council over a year ago, whilst 21% ofrespondents said that they had never contacted the council..
Of the people who had contacted the council, method of contact is shown below
in Table 28.
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Table 28 – Modes of Contact
Method n %
Telephone 292 64
Face to Face 135 30
Letter 17 4
Dont know / refused 9 2
Fax 2 <1
Email 1 <1
Community Forum (meeting) 1 <1
Other 1 <1
Community Event 0 <1
Total 458 100
Telephone is the most prevalent method of contact.
Table 29 – First point of Contact
First point of contact n %
Customer Service Centre 344 75
Department 57 12
Dont know / refused 40 9
Counciillor 12 3
Other 5 1
Total 458 100
The Customer Service Centre was the first point of contact for most respondents
Respondents were asked how many sections of the organization they dealt with.
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Table 30 – Number of Sections dealt with
How many sections n %
One 262 57
Two 123 27
Three 36 8
Dont know / refused 29 6
Four 6 1
More than four 2 0
Total 458 100
The majority of enquiries result in the person only having to deal with onesection. This is a pleasing result.
Respondents who had made contact were asked their level of agreement with 6
statements relating to making an enquiry. The results are shown in Table 31. In
general the results are positive. The question relating to “I always get an answer
…” received lower levels of agreement, but this simply reflects reality, in that it is
not possible in many cases for the first person spoken to, to give the required
answer.
Table 31 – Aspects of the Enquiry
Aspect of Enquiry n MeanScore
City of Playford staff are extremely pleasant 308 8.0
The face to face contact with the City of Playford is excellent 274 7.8
City of Playford staff are extremely helpful 310 7.7
City of Playford staff always provide prompt service 307 7.3
Information provided by the City of Playford meets my needs 311 7.0
I always get an answer from the first person contacted at the Cityof Playford
291 6.1
Council staff are perceived to be pleasant and helpful
Respondents were asked about how satisfied they were with the way their
enquiry was handled. The results are shown in Table 32.
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Table 32 – Overall Satisfaction with Enquiry
n %
Very Satisfied 194 42
Satisfied 136 30
Neither satisfied or dissatisfied 26 6
Dissatisfied 52 11
Very dissatisfied 39 9
Dont know – havent received response 6 1
Dont know - cant recall 5 1
Total 458 100
The majority of people who contact the Council are satisfied or very satisfied withthe result
Respondents were asked to make comment about factors that influenced their
overall satisfaction/dissatisfaction with the City of Playford. The majority of
respondents made no comment, while those that did were varied on a number of
different issues.
Table 33 – Satisfaction/Dissatisfaction Factors
Penny/Jane,
There were hundreds of comments! We are going to sift through so that we can
establish the positive/negative slants and then report them in terms of number of
responses. The “others” that can’t be allocated a category will be reported as
verbatim.
C
Marketing Science Centre -18- www.marketingsciencecentre.com
Table 34 – Preferences for Payment Methods
Payment Method n %
Cash 357 59
Credit Card 101 17
Cheque 74 12
B Pay 79 13
EFTPOS 62 10
Dont Know / refused 27 5
Telephone 25 4
Internet 17 3
Other 12 2
All respondents were asked if they would be interested in attending local classes
in computing, aromatherapy, budget cooking, cooking for one or other topics of
interest.
Table 35 – Attending local classes of interest run by the council
Attending local classes n %
Yes 257 43
No 339 56
Dont Know / unsure 7 1
Total 603 100
The majority of respondents aren’t interested in attending local classes
All respondents were asked if they had ever contacted the council about a public
health issue (eg vermin, rats etc).
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Table 36 – Contacting council about health issue
Contact council re health issue n %
Yes 97 16
No 505 84
Dont Know / unsure 1 0
Total 603 100
Most respondents haven’t contacted the Council about a health issue
Table 37 – Was it handled satisfactorily?
Issue handled satisfactorily n %
Yes 57 59
No 37 38
Dont Know / unsure 3 3
Total 97 100
59% of the 97 respondents who said that they had contacted the councilregarding a public health issue believed that the issue was handled to theirsatisfaction.
All respondents were asked if they had ever attended an event at the community
theatre.
Table 38 – Have you attended an event at the community theatre?
Attend community theatre n %
Yes 227 38
No 372 62
Dont Know / unsure 4 <1
Total 603 100
Most respondents hadn’t attended the community theatre.
Respondents who had not attended the community theatre were asked why that
was the case.
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Table 39 – Any particular reason why they hadn’t attended a performance?
Reasons for non-attendance n %
Not interested 154 44
Too busy 112 32
Didnt know about it 50 14
Other 37 10
Total 353 100
Issues for non attendance were generally related to lack of interest and time.
Table 40 – Does the theatre program suit your particular needs?
Theatre program suits needs n %
Yes 155 69
No 44 19
Dont Know / unsure 28 12
Total 227 100
Of the 227 of respondents who said that they had attended an event at thecommunity theatre, most said that the theatre program suited their particularneeds.
Respondents were asked if there are enough footpaths in the City of Playford.
Table 41 – Footpaths in the City of Playford
Enough Footpaths? n %
Yes 414 69
No 159 26
Dont Know / unsure 30 5
Total 603 100
Respondents were asked if they had ever needed to contact the Council in
relation to a dog or cat issue (a barking dog, lost dog or a dog roaming about).
Marketing Science Centre -21- www.marketingsciencecentre.com
Table 42 – Contacted the Council for animal control issue
Contacted Council n %
Yes 212 35
No 391 65
Total 603 100
Of the 35% of respondents that said they had contacted the council, 70% of
them said that the issue was handled in a satisfactory manner.
Table 43 – Handling of the issue
Issue handled satisfactorily? n %
Yes 149 70
No 56 27
Dont Know / unsure 7 3
Total 212 100
Respondents were asked how they usually get information on what is happening
at the Council. This was asked of all respondents and multiple responses were
allowed.
Respondents were then asked of their preference for receiving information about
what is happening within the Council.
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Table 44 – Information on Council activities
Most used source Preferred Source
Information Source n % n %
Messenger 325 54 169 28
Leaflets in the letter box 212 35 194 33
Community News 90 15 66 11
I Dont / Dont care – not interested 52 9 26 4
Word of Mouth 48 8 7 1
Mail (personally addressed) 45 8 95 16
Other 37 6 22 4
Newspapers (not specified) 14 2 8 1
Displays at shoppingcentres 11 2 2 0
The Bunyip 10 2 4 1
TV 5 1 1 0
Radio 3 1 0 0
Internet 0 0 9 2
Total 603 100
The Messenger is the most used source on Council information, whilst leaflets inthe letter box was the most preferred method of sourcing information.
Some of the “other” responses included:
Telephone calls
Personal visits from council workers
Notices on notice boards
Attending local council meetings
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Respondents were asked to nominate the likelihood that they would choose to
maintain their own verges in exchange for Council directed its savings on this
service into other community programs.
Table 45 – Likelihood of maintaining their own verge
Verge Maintenance n Mean Score
Likelihood of maintaining their own verge 603 8.0
80% of the surveyed population claimed that they would choose maintain theirown verge
Overall Rating for Satisfaction
Respondents gave an overall satisfaction score for the City of Playford.
Table 46 – Overall Satisfaction (score/100)
Global satisfaction n OverallSatisfaction
/100
Overall satisfaction with the City of Playford/100 599 69
This result is in line with other like service providers
Overall satisfaction was also examined as to whether it might be different
according to age as people in quite different age brackets might have different
perceived priorities in terms of what they expect from the City of Playford.
Table 47 – Satisfaction by Age
Age Group n OverallSatisfaction
/100
Under 20 years 13 67
21 to 31 years 68 63
31 to 40 years 121 69
41 to 50 years 112 70
51 to 60 years 100 65
61 years or more 185 72
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Respondents aged over 61 gave the highest satisfaction score however therewas little variation among age groups.
Important services
Respondents were asked to nominate the three most important services
provided by Council.
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Table 48 – Most important services offered by the Council
1st 2nd 3rd
Service Provided n % n % n %
Garbage collection 346 57 79 13 25 5
Parks and reserves 32 5 72 11 68 13
Roads 32 5 65 11 38 7
Dont know 25 4 26 4 87 13
Immunisation service 18 3 11 2 9 2
Libraries (fixed not mobile) 16 3 43 8 38 7
Overall look of the city 16 3 18 3 22 4
Waste management 15 2 13 2 7 1
Pubilc lighting 9 1 30 5 31 6
Street seewping 8 1 33 6 28 5
Verge maintenance 8 1 21 4 20 4
Environmental management 7 1 17 3 18 3
Stormwater drainage 7 1 16 3 10 2
Other 7 1 15 3 21 4
Seniors programs 7 1 4 1 6 1
Public Safety/Crime Prevention 6 1 11 2 14 3
Ovals and sporting grounds 6 1 11 2 13 2
Footpaths 5 1 31 5 18 3
Greenwaste 3 1 8 1 6 1
Home assist 3 1 5 1 2 0
Environmental health 3 1 4 1 4 1
Planning approvals 3 1 3 1 2 0
The Aquadome 3 1 2 0 7 1
Dog regsitration 2 0 10 2 15 3
The Customer Service Centre 2 0 5 1 4 1
Tree maintenance 2 0 1 0 9 2
Wasp eradication 1 0 4 1 3 1
Mobile library 1 0 3 1 5 1
Conservationprograms 1 0 3 1 1 0
Disability services 1 0 2 0 3 1
Building approvals 1 0 1 0 4 1
Food co-ops 1 0 1 0 3 1
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Local family anbd histiory service 1 0 1 0 0 0
Public seating 1 0 1 0 0 0
Refused 1 0 0 0 3 1
Zoning regulation 1 0 0 0 2 0
Public convieniences / toilets 1 0 0 0 2 0
Bike paths and walking trails 1 0 0 0 2 0
Theatres 0 0 3 1 0 0
The Waste Transfer Station 0 0 2 0 0 0
The Community Directory 0 0 1 0 2 0
Special events 0 0 1 0 0 0
Food safety 0 0 1 0 0 0
Totals 603 97 578 99 552 100
* Percentage figures do not always sum to 100 due to rounding
Garbage collection was overwhelmingly the most important service to residents(59%). Parks and Reserves rated 2nd in terms of importance (13%).
Disability services, food coops, public seating, public conveniences/toilets, bike
paths and walking trails, the Waste Transfer Station, and food safety were
among the services that respondents viewed as the least important
The other services mentioned included
• Communication with residents
• Shopping centres
• Bus services
• Youth programs
• Schools
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Survey Demographics
This section provides a breakdown of survey respondents according to
demographic criteria.
Table 49 – Age Group
Age n %
Under 20 years 13 2
21 to 31 years 68 11
31 to 40 years 121 20
41 to 50 years 114 19
51 to 60 years 101 17
61 years or more 186 31
Dont know / refused 0 0
Total 603 100
The sample was spread over a broad range of age groupings.
Table 50 – Sex of respondent
Sex n %
Male 303 50
Female 300 50
Total 603 100
The sample was spread evenly amongst both genders
Table 51 – Occupation of Respondents
Occupation n %
Retired 178 30
Home duties 97 16
Tradesperson 63 10
Labourer 52 9
Professional (doctor, lawyer etc) 32 5
Clerical 31 5
Unemployed 25 4
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Student 24 4
Executive / manager 21 4
Independent business 21 3
Teaching / education 19 3
Sales rep 19 3
Hospitality 6 1
Consultant 6 1
Casual sales assistant 4 1
Other 4 1
Dont know / refused 1 0
Total 603 100
There was a wide spread of occupations in the respondent sample
Table 52 – Main language spoken at home
Language n %
English 546 90
Not Specified 50 8
Other 4 1
Italian 2 <1
French 1 <1
Greek 0 0
Cantonese 0 0
Mandarin 0 0
German 0 0
Arabic 0 0
Indian 0 0
Spanish 0 0
Polish 0 0
Total 603 100
English was the main language spoken at home in more than 90% ofrespondents homes. Other languages spoken at home included Khmer, Malay,Vietnamese and Turkish.
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Questionnaire
Question # 1 Page # 1
Good morning/afternoon, my name is ............. from the Marketing ScienceCentre, at the University of South Australia. I am not selling anything - we areconducting a research study about how people feel about the area they live inand the council of The City of Playford. This survey will only take about ten or sominutes, and answers will remain confidential.
May I speak to the person who lives in your household whose birthday is next? Ialso need to make sure that they are aged 18 or over.
Interviewer note - if unavailable arrange call back and make note in call window.
-Check List- (Number of items: 2 Min: 1 Max: 1)1 Yes - continue2 Refused - cancel interview
Question # 2 Page # 2Ask all
Interviewer - (re-introduce if necessary)
For this research study, it's important that you think only of activities that theCouncil is responsible for.
It is easy to blur the activities conducted by other service providers with thoseprovided by the City of Playford so I will help you if you are unsure.
-Check List- (Number of items: 1 Min: 1 Max: 1)1 continue
Question # 3 Page # 3Ask all
(interviewer - thank the person for taking part if you haven't already)
Firstly, I'd like to tell me which services the City of Playford provides to residents.I'd like you to name any service you think the council is responsible for.
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-Check List- (Number of items: 42 Min: 1 Max: 36)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other
Question # 4 Page # 4Ask all(interviewer - we are looking for unprompted usage here)
And which services provided by the City of Playford do you actually use?
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-Check List- (Number of items: 42 Min: 1 Max: 36)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other
Question # 5 Page # 5Ask all(interviewer - we are looking for prompted usage here)
Now, I'd like to read you a list of services or responsibilities of the City ofPlayford. Some you may have already mentioned but I just want to make sure
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we don't miss any. These are several of those that the City of Playford looksafter. I'd like you to tell me if you use or would like to comment on any of those Imention
Read all responses from list before proceeding, click return once completed allservices used
-Check List- (Random) (Number of items: 15 Min: 1 Max: 5)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The customer service centre7 The Community Directory8 Planning approvals9 Zoning regulation10 Building approvals11 Food co-ops12 Seniors programs13 Home assist14 Local Family and History Service15 None - don't use any of these
Question # 6 Page # 6Ask all
Ok. You have said you use «label(q5)». Now I would like to ask you aboutthose services.
Interviewer - note that if respondent nominates more than 5 services, they willneed to choose 5 on which to comment. That is the maximum)
If the respondent does not use any services, just click on continue to completesurvey (and obviously, don't say you are going to ask them about no services!!)
-Check List- (Number of items: 1 Min: 1 Max: 1)1 continue
Question # 7 Page # 7For those who mentioned using the Community Directory
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The Community Directory is easy to use
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-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q7IF button7(q5)=1 SKIP TO: 0
Question # 8 Page # 8For those who mentioned Aquadome
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The Aquadome facilities and programs are just what I want
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q8IF button1(q5)=1 SKIP TO: 0
Question # 9 Page # 9For those who mentioned library
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Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The variety of resources at the library (books, videos, newspapers andmagazines) is excellent
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q9IF button2(q5)=1 SKIP TO: 0
Question # 10 Page # 10For those who mentioned mobile library
Prompt for scale only if necessary
The variety of resources (books, videos, newspapers and magazines) availablethrough the mobile library is excellent
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
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SKIPS from Q10IF button3(q5)=1 SKIP TO: 0
Question # 11 Page # 11For those who mentioned immunisation
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Hours of operation at the immunisation service are adequate for my needs
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q11IF button4(q5)=1 SKIP TO: 0
Question # 12 Page # 12For those who mentioned immunisation
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Staff at the immunisation service are pleasant and helpful
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 5
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6 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q12IF button4(q5)=1 SKIP TO: 0
Question # 13 Page # 13For those who mentioned wasp eradication
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The response time from the Wasp Eradication service is excellent
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q13IF button5(q5)=1 SKIP TO: 0
Question # 14 Page # 14For those who mentioned wasp eradication
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The wasp eradication service was successful in removing wasps from my home
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-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q14IF button5(q5)=1 SKIP TO: 0
Question # 15 Page # 15For those who mentioned customer service centre
Have you ever had to contact Council during the day or after hours with anemergency (e.g. storm damage, road damage, uneven footpaths, drainageproblems, syringes etc)
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
SKIPS from Q15IF button6(q5)=1 SKIP TO: 0
Question # 16 Page # 16For those who have made contact during the day or after hours with anemergencyTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between. Thestatement is...
On the occasion that I contacted them, Council reacted in a timely fashion.
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 2
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3 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q16IF q15=1 SKIP TO: 0
Question # 17 Page # 17For those who have made contact during the day or after hours with anemergency
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Council dealt with the problem satisfactorily
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q17IF q15=1 SKIP TO: 0
Question # 18 Page # 18For those who mentioned customer service centre
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
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Customer service centre staff are knowledgeable
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q18IF button6(q5)=1 SKIP TO: 0
Question # 19 Page # 19For those who mentioned customer service centre
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Response times from the customer service centre are excellent
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q19IF button6(q5)=1 SKIP TO: 0
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Question # 20 Page # 20For those who mentioned building or planning approvals
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Planning and building approvals are given in timely fashion
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q20IF (button8(q5)=1)|(button10(q5)=1) SKIP TO: 0
Question # 21 Page # 21For those who mentioned building or planning approvals
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The processes behind planning and building approvals are easy to understand
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 9
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10 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q21IF (button8(q5)=1)|(button10(q5)=1) SKIP TO: 0
Question # 22 Page # 22For those who mentioned zoning regulation
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
Councils rules and regulations in relation to zoning are appropriate
We are talking here about the types of buildings that can be erected, the sorts ofsubdivision that is permitted etc.
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q22IF button9(q5)=1 SKIP TO: 0
Question # 23 Page # 23For those who mentioned food co-op
Prompt for scale only if necessary
To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The variety and product range at the Food co-op is adequate for my needs
-Check List- (Number of items: 13 Min: 1 Max: 1)
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0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q23IF button11(q5)=1 SKIP TO: 0
Question # 24 Page # 24For those who mentioned food co-op
Prompt for scale only if necessaryTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The Food Co-op offers good value for money
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q24IF button11(q5)=1 SKIP TO: 0
Question # 25 Page # 25For those who mentioned food co-op
Prompt for scale only if necessary
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The Food co-op allows me to buy food in small amounts and this is helpful to me
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q25IF button11(q5)=1 SKIP TO: 0
Question # 26 Page # 26For those who mentioned food co-op
Do you attend cooking classes run by the Food Coop
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
SKIPS from Q26IF button11(q5)=1 SKIP TO: 0
Question # 27 Page # 27For those who mentioned seniors programs
Prompt for scale only if necessary
Seniors programs provide a good variety of activities
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 5
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6 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q27IF button12(q5)=1 SKIP TO: 0
Question # 28 Page # 28Ask all
Can you tell me, would you be interested in attending local classes in computing,aromatherapy, budget cooking, cooking for one or other topics of interest?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
Question # 29 Page # 29For those who mentioned home assist
Prompt for scale only if necessaryTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
I am very happy with the Home Assist program
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
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SKIPS from Q29IF button13(q5)=1 SKIP TO: 0
Question # 30 Page # 30For those who mentioned Local family and history service
Prompt for scale only if necessaryTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.
The local family and history service suits my needs
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
SKIPS from Q30IF button14(q5)=1 SKIP TO: 0
Question # 31 Page # 31Ask all
Have you ever contacted the Council about a public health issue (e.g. vermin,rats etc)?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
SKIPS from Q31IF q31≥2 SKIP TO: 33
Question # 32 Page # 32Ask those who have contacted
Did they handle the issue to your satisfaction?
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-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
Question # 33 Page # 33Ask all
Have you ever attended any event at the community theatre?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
Question # 34 Page # 34Ask all who said they hadn't attended a performance
Is there any particular reason why you haven't done so?
-Dbase-(Number of items: 4)comment 1«Text Variable»
SKIPS from Q34IF q33≥2 SKIP TO: 0
Question # 35 Page # 35Ask all who have attended
Does the theatre program suit your particular needs?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
SKIPS from Q35IF q33=1 SKIP TO: 0
Question # 36 Page # 36Ask all
I'll read another set of statements now. Use the same 10 point agreement scale.So, 0 means you totally disagree and 10 means you totally agree.
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So the first statement is...
Click on continue button to get to statements
-Check List- (Number of items: 1 Min: 1 Max: 1)1 continue
Question # 37 Page # 37Ask all
The City of Playford communicates well with the residents who live there
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 38 Page # 38Ask all
Council provides value for money in return for the rates I pay each year
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 8
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9 910 10 (totally agree)11 11 don't know12 12 refused
Question # 39 Page # 39Ask all
The City of Playford displays a positive image generally
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 40 Page # 40Ask all
The appearance of the City of Playford is very pleasant
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
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Question # 41 Page # 41Ask all
Parks, gardens and playgrounds are well maintained
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 42 Page # 42Ask all
There is not enough greenery in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 43 Page # 43Ask all
The City of Playford's streets are clean
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Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 44 Page # 44Ask all
Footpaths are maintained well in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 45 Page # 45Ask all
Are there enough footpaths in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
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Question # 46 Page # 46Ask all
The provision and maintenance of bicycle paths is excellent within the City ofPlayford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 47 Page # 47Ask all
The provision and maintenance of walking paths is excellent within the City ofPlayford
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 48 Page # 48Ask all
In the City of Playford, street signage and numbering is extremely clear
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Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 49 Page # 49Ask all
The street lighting is adequate in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 50 Page # 50Ask all
Crime prevention is well managed in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 1
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2 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 51 Page # 51Ask all
I always feel safe in the City of Playford
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 52 Page # 52Ask all
Storm water drainage in the City of Playford is adequate
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 7
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8 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 53 Page # 53Ask all
The Council keeps our waterways clean and free of rubbish
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 54 Page # 54Ask all
The Council is environmentally responsible
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
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Question # 55 Page # 55Ask all
The toilet blocks in the City of Playford are safe
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 56 Page # 56Ask all
The toilet blocks in the City of Playford are well maintained
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 57 Page # 57Ask all
I am satisfied with garbage collection service provided in the City of Playford
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-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 58 Page # 58Ask all
Ovals and sporting grounds are well maintained
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 59 Page # 59Ask all
Litter control in the City of Playford is effective
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 2
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3 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 60 Page # 60Ask all
Graffiti and vandalism control in the City of Playford is effective
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 61 Page # 61Ask all
Verges are cut regularly enough
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 8
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9 910 10 (totally agree)11 11 don't know12 12 refused
Question # 62 Page # 62Ask all
Disabled access in the City of Playford is sufficient
Interviewer - you can say at this point something like"we're getting through it now, not that many questions left in this section"
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 63 Page # 63 Ask all
Overall verge maintenance is satisfactory (spraying, weeding etc)
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 64 Page # 64
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Ask all
There is always plenty of life in the City of Playford after shops close
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 65 Page # 65Ask all
Have you ever had to contact the Council in relation to a dog or cat issue (abarking dog, a lost dog or a dog roaming about)
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
Question # 66 Page # 66Ask those who have contacted Council in relation to dog or cat issue
Was the issue handled to your satisfaction?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure
SKIPS from Q66IF q65=1 SKIP TO: 0
Question # 67 Page # 67Ask all
OK. Back to the 10 point scale again.The Council’s goals and vision are clear and communicated to residents
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-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 68 Page # 68Ask all
The Council invites participation of residents in decision making about the City ofPlayford
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 69 Page # 69Ask all
The Councils street sweeping program is effective
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 6
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7 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 70 Page # 70Ask all
Have you had to deal with the Council at any time in the past year ?
Interviewer - if they query what this means, say - have you had to ring up, go inthere to make a payment, had a query, et cetera.
-Check List- (Number of items: 3 Min: 1 Max: 1)1 yes2 no3 don't know / refused
SKIPS from Q70IF q70≥2 SKIP TO: 78
Question # 71 Page # 71 Ask those who have dealt with City of Playford in last year
I have a few questions to ask about dealing with the City of Playford then.Can you use the same zero to ten score as before ?the next statement is..
Click on continue button to get to statements
-Check List- (Number of items: 1 Min: 1 Max: 1)1 continue
Question # 72 Page # 72Ask those who have dealt with City of Playford in last year
City of Playford staff are extremely helpful
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 3
Marketing Science Centre -62- www.marketingsciencecentre.com
4 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 73 Page # 73Ask those who have dealt with City of Playford in last year
City of Playford staff are extremely pleasant
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 74 Page # 74Ask those who have dealt with City of Playford in last year
City of Playford staff always provide prompt service
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 9
Marketing Science Centre -63- www.marketingsciencecentre.com
10 10 (totally agree)11 11 don't know12 12 refused
Question # 75 Page # 75Ask those who have dealt with City of Playford in past year
The face to face contact with City of Playford is excellent
Re-prompt scale if necessary. If they haven't had face to face contact, thenindicate using "don't know" response
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 76 Page # 76Ask those who have dealt with City of Playford
Information provided by the City of Playford meets my needs
Re-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Marketing Science Centre -64- www.marketingsciencecentre.com
Question # 77 Page # 77Ask those who have dealt with City of Playford
I always get an answer from the first person contacted at the City of PlayfordRe-prompt scale if necessary
-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused
Question # 78 Page # 78Ask all
When was the most recent time you dealt with the City of Playford with aproblem or query ?
Interviewer note - the 'never' category should not be mentioned by therespondent because they get asked this question only if they said they HADcontact. its just there to cater for mistakes.
-Check List- (Number of items: 10 Min: 1 Max: 1)1 Never2 A couple of days ago3 In the last week4 In the last fortnight5 In the last month6 In the last couple of months7 In the last six months8 In the last year9 Over a year ago10 don't know / refused
SKIPS from Q78IF (q78=1)|(q78=10) SKIP TO: 83
Question # 79 Page # 79 Ask only those who have had contact
How did you contact the Council?
Marketing Science Centre -65- www.marketingsciencecentre.com
-Check List Open- (Number of items: 9 Min: 1 Max: 1)1 Telephone2 Face to Face3 Letter4 Fax5 E mail6 Community Event7 Community Forum (meeting)8 Don't know / refused9 Other (specify) «»
Question # 80 Page # 80Ask only those who have had contact
Who was your first point of contact?
-Check List Open- (Number of items: 5 Min: 1 Max: 1)1 Customer service centre/General council enquiry number2 Councillor3 Department4 don't know / refused5 Other (specify) «»
Question # 81 Page # 81Ask only those who have had contact
How many sections of the organisation did you deal with?
-Check List- (Number of items: 6 Min: 1 Max: 1)1 one2 two3 three4 four5 more than four6 don't know / refused
Question # 82 Page # 82Ask only those who have had contact
Overall, how satisfied were you with the manner in which the Council dealt withyour query?were you .....
( interviewer - read out the categories. single response only
-Check List- (Number of items: 7 Min: 1 Max: 1)1 very satisfied
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2 satisfied3 neither satisfied or dissatisfied4 dissatisfied5 very dissatisfied6 don't know- haven't received response7 don't know- can't recall
Question # 83 Page # 83Ask all
Do you have any comments to make regarding your satisfaction ordissatisfaction with the City of Playford?
Interviewer - if they have no comment, just press enter to continue
-Dbase-(Number of items: 4)comment 1«Text Variable»comment 2«Text Variable»
Question # 84 Page # 84Ask all
When making payments to a body like the City of Playford, like rates, fines etcetera, which payment method or methods would you prefer?
Interviewer - up to 3 responses possible. prompt if necessary.
-Check List- (Number of items: 9 Min: 1 Max: 3)1 Cash2 Credit card3 Cheque4 EFTPOS5 Telephone6 B pay7 Internet8 other9 don't know / refused
Question # 85 Page # 85Ask all
How do you usually get information on what is happening at Council
Multiple response
-Check List Open- (Number of items: 13 Min: 1 Max: 12)1 I don't
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2 The Bunyip3 Messenger4 Community News5 Internet6 Word of mouth7 Radio8 TV9 Mail (personally addressed)10 Newspapers (not specified)11 Leaflets in the letter box12 Displays at shopping centres13 Other (specify) «»
Question # 86 Page # 86Ask all
And what is your preferred method for receiving information about what ishappening at Council?
-Check List Open- (Number of items: 13 Min: 1 Max: 1)1 Don't care - not interested2 The Bunyip3 Messenger4 Community News5 Internet6 Word of mouth7 Radio8 TV9 Mail (personally addressed)10 Newspapers (not specified)11 Leaflets in the letter box12 Displays at shopping centres13 Other (specify) «»
Question # 87 Page # 87Ask all
Council spends a million dollars a year on verge maintenance. If residentsmaintained their own verges, this money could be diverted into other programsand services such as hardwaste collection, improved roads, footpaths and parks.I'd like you to consider whether or not you would be willing to make such atradeoff. So, whether you would consider maintaining your own verge inexchange for council directing those monies towards other programs.
I would like you to answer on a scale of zero to ten. 10 means that you arecertain or practically certain that you would maintain your own verge in exchangefor those monies being directed to other programs. 0 means that there is nochance or almost no chance that you would do so.
Marketing Science Centre -68- www.marketingsciencecentre.com
If you are uncertain about the chances, choose a number between 0 and 10.You can treat the numbers as the number of chances in 10 that you wouldmaintain your own verge. For example 3 would mean 3 chances in 10 that youwould do so, while 7 would mean 7 chances in 10 that you would, and so on.
So how likely is it that you would maintain your own verge in exchange for thosemonies being directed into other programs?
-Check List- (Number of items: 12 Min: 1 Max: 1)0 0 = No chance, almost no chance1 12 23 3 = 3 chances in 104 45 56 67 7 = 7 chances in 108 89 910 10 = Certain, practically certain11 Don't Know/Refused
Question # 88 Page # 88Ask all
Can you tell me, what do you think are the three most important servicesprovided by Council in the City of Playford. Tell me the most important first....
1st mentioned
-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services
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16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»
SKIPS from Q88IF q88=40 SKIP TO: 91IF q88=41 SKIP TO: 91
Question # 89 Page # 89Ask all
And the second most important...
2nd mentioned
-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals
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12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»
SKIPS from Q89IF q89=40 SKIP TO: 91IF q89=41 SKIP TO: 91
Question # 90 Page # 90Ask all
And the third most important service provided by the City of Playford
3rd mentioned
-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre
Marketing Science Centre -71- www.marketingsciencecentre.com
8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»
Question # 91 Page # 91Ask all
Taking everything into account, could you give me a rating for your overallsatisfaction with the City of Playford? Could you give me a score out of 100 points where zero is the lowest and 100 is the highest possible score
Interviewer - just type in the number that they give, like 57 or whatever.enter "-1" for don't know or refused
-Dbase-(Number of items: 2)type response in here (e.g. 50)«Text Variable»
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Question # 92 Page # 92Ask all
Did you vote in the last council election?
-Check List- (Number of items: 3 Min: 1 Max: 1)1 yes2 no3 don't know / refused
Question # 93 Page # 93Ask all
Can I ask which age group are you in?
-Check List- (Number of items: 7 Min: 1 Max: 1)1 Under 20 years2 21 to 30 years3 31 to 40 years4 41 to 50 years5 51 to 60 years6 61 years or more7 don't know / refused
Question # 94 Page # 94Do not ask respondent, just note
Sex of respondent
-Check List- (Number of items: 2 Min: 1 Max: 1)1 Male2 Female
Question # 95 Page # 95Ask all
Now, can I ask your occupation?
Interviewer - see if you can fit the response to one category below.If unsure, ask "would that be in the ..... category then ?"
-Check List Open- (Number of items: 17 Min: 1 Max: 1)1 teaching / education2 clerical3 sales representative (i.e. a "rep")4 executive / manager
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5 tradesperson6 hospitality7 casual sales assistant8 consultant9 independent business10 labourer11 professional (doctor, lawyer, etc)12 Student13 Unemployed14 Home duties15 Retired16 don't know / refused17 Other (specify) «»
Question # 96 Page # 96Ask all
What is the main language you speak at home?
-Check List Open- (Number of items: 12 Min: 1 Max: 1)1 English2 Italian3 Greek4 Cantonese5 Mandarin6 German7 Arabic8 Indian9 Spanish10 Polish11 French12 Other (specify) «»
Question # 97 Page # 97Ask all
Thank you for your time. In case you missed it my name is .......... from theMarketing Science Centre.As part of our quality control my supervisor will be recontacting a percentage ofrespondents to verify the interview was conducted. Can I confirm your details forthis please ?
-Dbase-(Number of items: 10)FIRSTNAME«Text»SUBURB«Text Variable»PCODE
Marketing Science Centre -74- www.marketingsciencecentre.com
«Text Variable»PHONE«Text Variable»INTERVIEWER ID NO«Text Variable»
DATA FIELDS REPORTQ-created Date start at field 1 1 field wideQ-created Time start at field 2 1 field wideQ1 start at field 3 1 field(s) wideQ2 start at field 4 1 field(s) wideQ3 start at field 5 42 field(s) wideQ4 start at field 47 42 field(s) wideQ5 start at field 89 15 field(s) wideQ6 start at field 104 1 field(s) wideQ7 start at field 105 1 field(s) wideQ8 start at field 106 1 field(s) wideQ9 start at field 107 1 field(s) wideQ10 start at field 108 1 field(s) wideQ11 start at field 109 1 field(s) wideQ12 start at field 110 1 field(s) wideQ13 start at field 111 1 field(s) wideQ14 start at field 112 1 field(s) wideQ15 start at field 113 1 field(s) wideQ16 start at field 114 1 field(s) wideQ17 start at field 115 1 field(s) wideQ18 start at field 116 1 field(s) wideQ19 start at field 117 1 field(s) wideQ20 start at field 118 1 field(s) wideQ21 start at field 119 1 field(s) wideQ22 start at field 120 1 field(s) wideQ23 start at field 121 1 field(s) wideQ24 start at field 122 1 field(s) wideQ25 start at field 123 1 field(s) wideQ26 start at field 124 1 field(s) wideQ27 start at field 125 1 field(s) wideQ28 start at field 126 1 field(s) wideQ29 start at field 127 1 field(s) wideQ30 start at field 128 1 field(s) wideQ31 start at field 129 1 field(s) wideQ32 start at field 130 1 field(s) wideQ33 start at field 131 1 field(s) wideQ34 start at field 132 1 field(s) wideQ35 start at field 133 1 field(s) wideQ36 start at field 134 1 field(s) wideQ37 start at field 135 1 field(s) wideQ38 start at field 136 1 field(s) wideQ39 start at field 137 1 field(s) wideQ40 start at field 138 1 field(s) wide
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Q41 start at field 139 1 field(s) wideQ42 start at field 140 1 field(s) wideQ43 start at field 141 1 field(s) wideQ44 start at field 142 1 field(s) wideQ45 start at field 143 1 field(s) wideQ46 start at field 144 1 field(s) wideQ47 start at field 145 1 field(s) wideQ48 start at field 146 1 field(s) wideQ49 start at field 147 1 field(s) wideQ50 start at field 148 1 field(s) wideQ51 start at field 149 1 field(s) wideQ52 start at field 150 1 field(s) wideQ53 start at field 151 1 field(s) wideQ54 start at field 152 1 field(s) wideQ55 start at field 153 1 field(s) wideQ56 start at field 154 1 field(s) wideQ57 start at field 155 1 field(s) wideQ58 start at field 156 1 field(s) wideQ59 start at field 157 1 field(s) wideQ60 start at field 158 1 field(s) wideQ61 start at field 159 1 field(s) wideQ62 start at field 160 1 field(s) wideQ63 start at field 161 1 field(s) wideQ64 start at field 162 1 field(s) wideQ65 start at field 163 1 field(s) wideQ66 start at field 164 1 field(s) wideQ67 start at field 165 1 field(s) wideQ68 start at field 166 1 field(s) wideQ69 start at field 167 1 field(s) wideQ70 start at field 168 1 field(s) wideQ71 start at field 169 1 field(s) wideQ72 start at field 170 1 field(s) wideQ73 start at field 171 1 field(s) wideQ74 start at field 172 1 field(s) wideQ75 start at field 173 1 field(s) wideQ76 start at field 174 1 field(s) wideQ77 start at field 175 1 field(s) wideQ78 start at field 176 1 field(s) wideQ79 start at field 177 2 field(s) wideQ80 start at field 179 2 field(s) wideQ81 start at field 181 1 field(s) wideQ82 start at field 182 1 field(s) wideQ83 start at field 183 2 field(s) wideQ84 start at field 185 9 field(s) wideQ85 start at field 194 14 field(s) wideQ86 start at field 208 2 field(s) wideQ87 start at field 210 1 field(s) wideQ88 start at field 211 2 field(s) wideQ89 start at field 213 2 field(s) wideQ90 start at field 215 2 field(s) wideQ91 start at field 217 1 field(s) wideQ92 start at field 218 1 field(s) wide
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Q93 start at field 219 1 field(s) wideQ94 start at field 220 1 field(s) wideQ95 start at field 221 2 field(s) wideQ96 start at field 223 2 field(s) wideQ97 start at field 225 5 field(s) wideTotal Time start at field 230 2 fields wideDate Saved start at field 232 1 field wideTime Saved start at field 233 1 field wide