The stakeholder survey was part of this regulator’s ongoing commitment within its service charter to seek views on how it regulates registered training organisations (RTOs). The results are used to measure customer satisfaction which feed into its operational and strategic plans. Organisations interacting with the regulator for a range of reasons and in a range of ways are asked for feedback about these interactions and channels of communications, as well as how well the regulator meets its stated objectives.
The survey covered industry stakeholders as well as 4,000 RTOs. The surveys were conducted online using ASR’s SurveyManager software system. We have obtained consistently high response rates over the years.
The results are presented to the regulator’s executives during a regular management meeting. The results help identify and/or confirm areas in which regulator could interact better with its constituents and also what interaction with RTOs is/is not working well.