Research Services Overview
Australian Survey Research is an established research agency providing specialised services to a blue chip client list including top 100 companies, key Australian and State government departments and major universities.
ASR is a research company, combining IT skills with expertise in:
- Social and market research
- Employee and customer loyalty
- Human resource consulting, and
- Software development and deployment.
We specialise in projects requiring a combination of qualitative and quantitative techniques. We undertake large and small survey & research assignments.
Social and Market Research
We conduct organisation-to-organisation and organisation-to-consumer research. Our assignments are often technically or logistically difficult.
We use a variety of methods to meet assignment requirements including face-to-face and telephone depth interviews, foyer and exit interviews as well as mini to large scale focus groups. Our consultants are noted for their expertise in working in highly sensitive environments, with people who may be at risk in expressing their views. We are also experienced in working with interpreters and conducting our own recruitment.
We perform routine and specialised statistical analysis and reporting on completed survey and other data for various statutory bodies, government agencies and companies.
We subscribe to the National Privacy Guidelines and to the additional requirements of the Australian Market & Social Research Society (AMSRS), the Association of Market & Social Research Organisations (AMSRO), and the Australian Information Industries Association (AIIA).
Customer Loyalty Research
Our approach to developing and implementing a customer strategy is custom to each organisation because we believe that no two organisations are exactly alike and therefore, no two customer strategies can be exactly alike for our clients. So, we work with our clients to develop and implement a customer strategy that best fits the needs and structure of their organisation. However, all of the customer strategies we develop for clients have three key components:
- Customer loyalty
- Customer experience
- Customer value
We design programs to measure and manage customer satisfaction and loyalty; we conduct hundreds of thousands of surveys; we conduct focus groups; we set up technology systems to gather and distribute customer feedback; we conduct industry studies; we measure financial impact; and we will conduct almost any type of study to help our clients better understand their customers.
The objective is to work with our clients to develop key customer strategies to improve the customer experience, encourage customer loyalty, and increase the value of their company.
Employee Surveys
With its broad experience in human resource management, combined with survey expertise, ASR is an ideal provider of employee surveys. We can assist in questionnaire development, deployment and analysis, as well as working with you to ensure representative samples.
Our years of organisational and psychology experience gives us immediate insight into workforce issues which assists us to identify action items which will have the most impact.
Employee surveys can focus on a range of topics, from current terms and conditions of employment, internal service reviews (such as purchasing or IT service), multi-rater, peer or upward feedback to engagement and retention studies.
We collect data using a variety of methods and the combination is dependent on the topic or the nature of the assignment. We regularly conduct interviews and focus groups to assist in preparing self-completion questionnaires, and we collect data using paper, web, or telephone questionnaires.
ASR is experienced in deploying both anonymous and known respondent employee surveys. The latter allows us to track longitudinally, particularly for retention studies, and to incorporate other payroll-associated data, such as amount invested in training, competency sets or performance ratings.
We can assist in developing communication programs which will significantly increase response rates, using innovative messages and media.
We have experience in surveying very small (less than 100) and very large (more than 20,000) workforces, in both white collar and blue collar environments. Where it is important, we work closely with employee groups such as unions.
As part of its employee survey expertise, ASR conducts skill audits of whole workforces or specific segments and has extensive experience in collecting skill profiles by paper or electronically and then using this information for workforce planning and training needs analysis.
ASR develops organisation-specific indices or benchmarks which can be used to track progress and to identify trouble-spots. They can also be used to identify high risk retention or engagement areas within an organisation.
Types of employee surveys include:
- Team or post feedback – peer reviews
- Single division internal customer satisfaction studies, eg, property, purchasing, IT or shared service delivery
- Climate and culture surveys
- Skills audits
- Engagement and retention studies
- Program evaluation such as how well a new initiative has been adopted or accepted
- Communication audits
- Corporate values
- Work/life balance studies
- Employee census (who’s where, got what and knows what).