Stakeholder Engagement & Service Quality Survey

Welcome to Stakeholder Engagement & Service Quality Survey

Disclaimer

Kindly note that participation in the survey is voluntary and completely confidential. We encourage you to share your honest views. Insurvey is independent of MerSETA.

The survey takes 8 – 10 minutes to complete.

For any questions or clarity about the study, or should you struggle to access the survey, please contact Insurvey at:

Email: enquiries@insurvey.co.za
Tel: 012 493 0026

Do you consent to participate?

General Information

Section 1 • 4 Questions

1 Which merSETA sector does your organisation most closely align to?

Metal and Engineering

Tyre Manufacturing

Auto Manufacturing

Plastics Manufacturing

Motor Retail

Components Manufacturing

2 Which merSETA office do you engage with most frequently?

Gauteng North & North West

Limpopo & Mpumalanga

Eastern Cape

KwaZulu-Natal

Western Cape

Free-State & Northern Cape

Gauteng South (A) or (B) / Head Office

You can select more than one response to the following question:

3 Which merSETA Division do you engage with most frequently?

Programme Implementation/Grant Management

Strategic Planning and Reporting

Finance

Supply Chain Management

Marketing, Communications and Sponsorships

Chambers

ETQA

Client Services

4 Which of the following stakeholder type (s) do you represent?

Levy Paying Company and/or Employer

Government Department Representative (e.g. DHET)

Service Provider/Supplier

Labour Union Representative

TVET/CET College Representative

Training Provider

Assessor

Moderator

Chamber Committee Representative

Industry Regulatory Body Representative

NPO Representative

NGO Representative

Co-Operative Representative

SEZ Representative

Other (please specify)

Reliability

Section 2 • 2 Questions

1 On a scale of 1 (strongly disagree) to 5 (strongly agree), to what extent do you expect the following from merSETA::

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
I expect merSETA to process discretionary grant applications and payments in a timely manner.
I expect merSETA to adhere to scheduled timelines for registering moderators, assessors, and learners.
I expect merSETA to provide consistent and reliable monitoring of the quality of training provided by registered providers.

2 On a scale of 1 (strongly disagree) to 5 (strongly agree), based on your actual experience with merSETA, to what extent do you agree with the following statements::

	Stongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
The merSETA processes discretionary grant applications and payments accurately.
The merSETA processes discretionary grant applications and payments in a timely manner.
The merSETA adheres to scheduled timelines for registering moderators, assessors, and learners.
The merSETA provides consistent and reliable monitoring of the quality of training provided by registered providers.

Assurance

Section 3 • 2 Questions

1 On a scale of 1 (strongly disagree) to 5 (strongly agree), to what extent do you expect the following from merSETA:

	Strongly Disagree (1)	Disgaree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
I expect merSETA's staff to demonstrate competence and professionalism in their interactions with stakeholders.
I expect merSETA staff to be knowledgeable regarding merSETA's systems and processes, available training programmes, available grants, and accreditation processes.
I expect merSETA staff to be trustworthy and to maintain confidentiality and security of stakeholder information and data.
I expect merSETA staff to be trustworthy and to maintain confidentiality and security of stakeholder information and data.

2 On a scale of 1 (strongly disagree) to 5 (strongly agree), based on your actual experience with merSETA, to what extent do you agree with the following statements:

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
The merSETA staff demonstrate competence and professionalism in their interactions with stakeholders.
The merSETA staff are knowledgeable regarding merSETA's systems and processes, available training programmes, available grants, and accreditation processes.
The merSETA staff are trustworthy and maintain confidentiality and security of stakeholder information and data.
The merSETA establishes and enforces policies and procedures that promote ethical conduct and accountability.

Tangibility

Section 4 • 2 Questions

1 On a scale of 1 (strongly disagree) to 5 (strongly agree), to what extent do you expect the following from merSETA:

	Strongly Disgaree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
I expect merSETA's online platforms and resources to be user-friendly and accessible
I expect merSETA's physical facilities, such as its head and regional offices, to be well-maintained and supportive of efficient operations.
I expect merSETA to provide up-to-date and relevant training materials and resources (i.e., through courseware support) to support learning and skills development.
I expect merSETA to have up-to-date equipment and resources.
I expect merSETA to invest in technology and infrastructure to enhance the delivery of its services.
I expect merSETA to ensure that its branding and communications materials reflect professionalism and credibility.

2 On a scale of 1 (strongly disagree) to 5 (strongly agree), based on your actual experience with merSETA, to what extent do you agree with the following statements:

	Stronlgy Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
The merSETA's online platforms and resources are user-friendly and accessible
The merSETA's physical facilities, such as its head and regional offices, are well-maintained and supportive of efficient operations.
The merSETA provides up-to-date and relevant training materials and resources (i.e., through courseware support) to support learning and skills development.
The merSETA has up-to-date equipment and resources.
The merSETA invests in technology and infrastructure to enhance the delivery of its services.
The merSETA ensures that its branding and communications materials reflect professionalism and credibility.

Empathy

Section 5 • 2 Questions

1 On a scale of 1 (strongly disagree) to 5 (strongly agree), to what extent do you expect the following from merSETA:

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
I expect merSETA to demonstrate an understanding towards and consideration of my unique needs and challenges.
I expect merSETA staff to provide personalised support and assistance to me based on my specific requirements.
I expect merSETA staff to foster a culture of empathy and respect in their interactions with me.
I expect merSETA to prioritise my well-being and satisfaction in its service delivery approach.

2 On a scale of 1 (strongly disagree) to 5 (strongly agree), based on your actual experience with merSETA, to what extent do you agree with the following statements:

	Stronlgy Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
The merSETA demonstrates an understanding towards and consideration of my unique needs and challenges.
The merSETA staff provides personalised support and assistance to me based on my specific requirements.
The merSETA staff foster a culture of empathy and respect in their interactions with me.
The merSETA prioritises my well-being and satisfaction in its service delivery approach.

Responsiveness

Section 6 • 2 Questions

1 On a scale of 1 (strongly disagree) to 5 (strongly agree), to what extent do you expect the following from merSETA:

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Stronlgy Agree (5)	Not Applicable
I expect merSETA staff to respond to my inquiries and requests for assistance within the promised timeframes.
I expect merSETA to actively seek feedback from stakeholders on specific areas (i.e., funded learning programmes, frequency of roadshows and engagement forums etc.) and account for this feedback when making decisions
I expect merSETA to provide timely updates and notifications regarding changes or updates to training programmes and policies.
I expect merSETA to offer accessible channels for me to communicate my concerns and feedback.
I expect merSETA staff to demonstrate a willingness to help me address my unique challenges and concerns.
I expect merSETA to provide regular updates and notifications regarding the status of applications and payments.

2 On a scale of 1 (strongly disagree) to 5 (strongly agree), based on your actual experience with merSETA, to what extent do you agree with the following statements:

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)	Not Applicable
The merSETA staff respond to my inquiries and requests for assistance within the promised timeframes.
The merSETA actively seeks feedback from stakeholders on specific areas (i.e., funded learning programmes, frequency of roadshows and engagement forums etc.) and accounts for this feedback when making decisions
The merSETA provides timely updates and notifications regarding changes or updates to training programmes and policies.
The merSETA offers accessible channels for me to communicate my concerns and feedback.
The merSETA staff demonstrate a willingness to help me address my unique challenges and concerns.
The merSETA provides regular updates and notifications regarding the status of applications and payments.

Net-Promoter Score

Section 7 • 1 Questions

1 On a scale of 1 (not recommend) to 10 (will recommend), would you recommend merSETA to others/or potential stakeholders as a reputable organisation?

Comments

Section 8 • 4 Questions

1 Are there any practices within merSETA that you believe are ineffective that need to be adjusted? (optional)

2 In your opinion, what does merSETA do well related to the provision of services to its stakeholders? (optional)

3 Can you describe a positive experience that you have had with merSETA that you would like to see replicated across the organisation? (optional)

4 What new practices and services could merSETA introduce to better support your needs and goals? (optional)

Submit your Response

Final Step

Please review your responses carefully. Once submitted, you cannot go back to make changes.

Welcome

General Information

Reliability

Assurance

Tangibility

Empathy

Responsiveness

Net-Promoter Score

Comments

Submit Survey

Thank You

Welcome to Stakeholder Engagement & Service Quality Survey

General Information

Reliability

Assurance

Tangibility

Empathy

Responsiveness

Net-Promoter Score

Comments

Submit your Response

Final Step

Stakeholder Engagement & Service Quality Survey Stakeholder Enaggement

Welcome

General Information

Reliability

Assurance

Tangibility

Empathy

Responsiveness

Net-Promoter Score

Comments

Submit Survey

Thank You

Welcome to Stakeholder Engagement & Service Quality Survey

General Information

Reliability

Assurance

Tangibility

Empathy

Responsiveness

Net-Promoter Score

Comments

Submit your Response

Final Step