BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN...

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BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1

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Page 1: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

BANKSETAAnnual Customer Satisfaction

Research

Q u a n t F i n d i n g s2 0 1 0

ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR

BANKSETA

1

Page 2: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Agenda

• Introduction

• Executive Summary

• Research Findings

• Next Steps

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Page 3: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Introduction

• TMS Research was commissioned by the BANKSETA to conduct the Annual Customer Satisfaction Study for 2010.

• Although this study has been undertaken since 2001, 2007 marked the introduction of changes to the sample and methodology as well as the first year that TMS Research was involved in the project. 2010 also saw one or two further changes to the sample categories covered.

• The following presentation provides a detailed analysis of the 2010 findings as well as a comparison with the 2008 and 2009 findings where applicable.

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Page 4: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Methodology

Since TMS’s involvement in 2007, an online survey methodology has been adopted as the preferred approach to the stakeholder satisfaction assessment

At the outset of each survey the MINIMUM required sample for each category is agreed upon with the BANKSETA,

The BANKSETA is also responsible for supplying TMS with the names and contact details of respondents within each category.

TMS sends out the survey link to all contacts names received. (This is excluding the unemployed learners who are traditionally contacted telephonically due to limited access to online facilities)

Once the online survey has been running for a number of weeks, TMS undertakes to TOP-UP any categories where the MINIMUM sample has not been met with telephonic interviews.

For these interviews, our researchers randomly select names from the remaining list of contacts who have not yet participated in the survey.

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Page 5: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Sample

There were several changes to the structure of composition of the sample in 2010. In particular, 2010 saw the inclusion of other SETA’s, and legislative bodies

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Category Sub-Category Achieved Number of Respondents 2010

Staff Managers 5

Non-managers 10

Committees

Council/council committees 10

BANKSETA sector subcommittees 6

Project Steering committees 5

Beneficiaries

Employed – CMD, IEDP, Learnerships, PhD, etc 30

Unemployed – Learnerships, etc 101

Company - COE, BaBB, NVC, Coops 15

Providers/suppliers Project providers 5

Operational Suppliers 10

Employers - SDFs Small 60

Medium / Large 23

MoUs & Joint ventures Other SETAs 5

Legislative bodies Legislative bodies 5

ETQA Accredited Training Providers ETQA 20

310

Page 6: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Notes

• The graphs are to be read as follows: All year totals are shown on the left-hand side, with a break-down on the 2010 totals into the respective respondent categories on the right.

• Please note that some sample sizes are very small and thus these findings should be regarded with caution.

In order get the most value out of this analysis, please take note of the following points:

• While each year we pursue a total of around 300 respondents, there has been a drop in the overall sample included in the Service Delivery section as will be evidenced over the next few slides. This decrease can be attributed to the following factors:

• In previous years (particularly in 2009), there was an enormously positive response from the Junior and Middle Management participants who completed the online survey. This boosted the sample size by up to 155. This year, these participants were not explicitly included in the study hence, bringing the total achieved sample back down to around the 300 mark.

• Staff members are excluded (unless explicitly stated otherwise)• Only employed learners who have had direct dealings with the BANKSETA are asked to rate the organisation

on service delivery. In 2010, 77% of unemployed learners had not dealt directly with the BANKSETA

Notes to the Sample:

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Page 7: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Agenda

• Introduction

• Executive Summary

• Research Findings

• Next Steps

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Page 8: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Executive Summary (I)

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• Overall performance scores have remained fairly constant at an average of 4.2, year on year with only slight decreases in performance for Industry knowledge and Ability to contribute to your business.

• Several respondents have moved from rating the BANKSETA performance as Very Good in 2009 to Excellent in 2010 on several attributes including: Overall Service, Timeliness, Effectiveness, Reliability, Helpfulness and Speed of Response.

• On the contrary, some respondents have shifted from rating an attribute as Excellent in 2009 to Very Good in 2010. Specifically, such attributes were: Ability to contribute to your business, Industry Knowledge and Understanding of your business / Organisation.

• This positive and negative movement of ratings resulted in a relatively unchanged overall performance score.

• Positively, the ETQA’s performance has improved dramatically across the board of attributes from 2009 to 2010. A contributing factor to this is that a large percentage of ETQA respondents who felt the BANKSETA was falling short of their service expectations in 2009 now feel that the BANKSETA is meeting / exceeding their service expectations.

• Performance scores have decreased across 8 of the 9 attributes for Committees with 2 of the 20 Committee Members feeling the BANKSETA is falling short of their service expectations.

• Some differences exist between the performance as perceived by staff members and the actual performance experienced by stakeholders. Staff are seen to rate the performance higher than stakeholders:

• 73% of Staff members feel the BANKSETA is exceeding service expectations while only 30% of stakeholders see the BANKSETA as exceeding their service expectations.

• A contributing factor to this misalignment is the fact that the importance of factors is not always aligned between internal and external parties. Gap analysis reveals that while stakeholders deem ‘Industry Knowledge’ to be the most important attribute, staff view ‘Reliability’ to be such.

Page 9: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Executive Summary (II)

9

Other Key Takeaways:

• A lack of awareness is a key barrier to usage of the SMS system by SDF’s and ETQA BANKSETA Accredited Providers

• A lack of awareness of research projects conducted by the BANKSETA is still prevalent, with some of those SDF’s who are aware of the projects feeling that the findings are not effectively communicated. This being said, usage of research results by those who are aware of such has increased somewhat year on year with results also being used on a more regular basis. The research conducted by the BANKSETA is also found to be relevant to stakeholder’s organisations who use it.

• Readership of the BANKSETA newsletter has increased slightly since 2009 and just under 3 in 4 readers prefer to receive the letter electronically.

• Usage of the BANKSETA website has decreased slightly, with those who do visit the website finding it fairly user-friendly.

• More than half the sample would like more frequent communication from the BANKSETA. Most frequently it was suggested that this communication be in the form of a regular email. It was also suggested that correspondence cover less topics, with more detail, rather than less detail and more topics

Page 10: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Executive Summary (III)

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• Documentation received from the BANKSETA was most frequently described as being Easy to read and understand while it was least likely to be seen as Creative.

• Less than 1 in 3 respondents had seen any BANKSETA advertising. Those who had noticed such, typically noticed this advertising in newspapers and felt such adverts were relevant.

• There has been an increase in the number of organisations participating in the BANKSETA Learnerships with an increased number of respondents feeling that discretionary grants should be allocated to Learnerships and Management and Leadership Training.

• Accreditation is seen by far as the most important element of the BANKSETA ETQA Services.

• Of those learners who participated in the BANKSETA-sponsored programme, a larger number felt the programme exceeded their expectations to improve their career opportunities compared to 2009.

Page 11: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Agenda

• Introduction

• Executive Summary

• Research Findings

• Next Steps

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Page 12: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

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Page 13: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

4.24.0 4.1

4.3

3.94.1

3.94.2 4.3

4.1 4.0 4.04.3

3.9 4.0 4.0 4.14.34.2

4.0 4.14.4

4.0 3.94.1 4.2

4.44.2

4.04.2 4.2

4.0 4.0 3.94.2

4.4

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

Service Delivery

Note: **Several variations of this statement included to suit the category of respondent: Understanding of your service offering / legislative requirements / stakeholders

Source: TMS Research – August 2010

Average Rating of BANKSETA performance using a Scale of 1 = Poor and 5 = Excellent

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Page 14: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

70

1 2

11

56

29

20.79155672823219

12.1372031662269

50.9234828496042

34.8284960422163

1.319261213720312 1

13

3943

11

8

60

30

Overall Service

2007 (n=235) 2008 (n=259) 2009 (n=379) 2010 (n=217)

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

03

17

52

26

22 2

19

50

25

31 2

21

45

30

25

2

17

4035

2

Timeliness

2007 (n=234) 2008 (n=259) 2009 (n=377) 2010 (n=218)

14

2007

2008

2009

2010

2007

2008

2009

2010

Source: TMS Research – August 2010

Page 15: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Poor

Below a

vera

ge

Avera

ge

Very

Good

Excell

ent

N/A o

r Don

't Kno

w0

10

20

30

40

50

60

0 1

12

56

29

113

15

52

27

21 1

16

47

34

22 1

11

45

39

1

Effectiveness

2007 (n=234) 2008 (n=259) 2009 (n=377) 2010 (n=218)

15

2007

2008

2009

2010

Source: TMS Research – August 2010

Page 16: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

1 1

12

46

38

214

13

51

30

00 1

14

46

37

241

11

38

44

2

Reliability

2007 (n=234) 2008 (n=257) 2009 (n=379) 2010 (n=218)

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

1 16

4347

10 2

12

39

45

10 1

12

36

50

12.2935779816514

10.5504587155964

30.2752293577981

55.0458715596326

1.8348623853211

Helpfulness

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

16

2007

2008

2009

2010

2007

2008

2009

2010

Source: TMS Research – August 2010

Page 17: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

03

14

52

28

216

18

43

30

316

22

41

27

34 2

21

3834

1

Speed of Response

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

14

20

49

23

41 2

22

44

30

11 2

14

49

32

34 4

18

43

29

2

Ability to contribute to your business

2007 (n=160) 2008 (n=178) 2009 (n=316) 2010 (n=129)

17

2007

2008

2009

2010

2007

2008

2009

2010

Source: TMS Research – August 2010

Page 18: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

0 1

11

4338

61 0

10

47

39

20 1

10

37

49

41 1

12

4440

1

Industry Knowledge

2007 (n=220) 2008 (n=233) 2009 (n=367) 2010 (n=154)

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

50

14

26

40

27

213

24

41

29

113

20

41

32

41 3

20

47

28

1

Understanding of Your Business / Organisation

2007 (n=220) 2008 (n=237) 2009 (n=352) 2010 (n=144)

18

2007

2008

2009

2010

2007

2008

2009

2010

Several variations of this statement included to suit the category of respondent: Understanding of your

service offering / legislative requirements / stakeholders

Source: TMS Research – August 2010

Page 19: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

7.4

7.6

7.8

8.0

8.2

8.4

8.6

8.8

9.0

8.2

8.4

8.2

8.58.6

8.7

8.38.4

7.9

8.2 8.28.1

8.2

8.68.7

8.1

8.38.2

8.5 8.58.6

8.7 8.78.8

8.4

8.6

8.4

8.7

8.5

8.7

8.98.8 8.8

8.7 8.7

8.5

Total 2007 (n=234) Total 2008 (n=259) Total 2009 (n=378) Total 2010 (n=218)

Service Delivery

Average Rating of BANKSETA importance using a Scale of 1 = Not at all important and 10 = Extremely important

Importance

19Source: TMS Research – August 2010

Page 20: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

3.6

4.34.1

4.33.9

4.1 4.13.9 3.9

9.3 9.0 8.9 8.9 8.8 8.8 8.7 8.5 8.4

Beneficiaries (n=69)

2010 Performance 2010 Importance

Per

form

ance

Imp

ort

ance

20Source: TMS Research – August 2010

Page 21: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.14.3

4.64.4

4.14.0

4.34.0

4.9

4.44.1 4.1 4.1

3.83.5

3.93.7

4.4

9.69.3 9.3 9.3 9.1

8.8 8.6 8.5 8.2

Committees (n=21)

2009 Performance 2010 Performance 2010 Importance

Per

form

ance

Imp

ort

ance

21Source: TMS Research – August 2010

Caution: Small sample sizes

Page 22: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.14.4 4.3 4.2 4.3

3.84.1

4.04.24.2

4.54.2 4.3 4.3

4.04.2

4.0 4.1

8.8 8.8 8.7 8.7 8.6 8.6 8.5 8.5 8.2

Employers (SDF's) (n=83)

2009 Performance 2010 Performance 2010 Importance

Perf

orm

an

ce

Imp

ort

an

ce

22Source: TMS Research – August 2010

Page 23: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Reliability Speed of response Helpfulness Effectiveness Timeliness Overall service Industry knowledge

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

3.7

3.2

3.93.5 3.4

3.73.9

4.23.8

4.1 4.23.8

4.2 4.1

9.6 9.6 9.5 9.4 9.3 9.2 9.2

ETQA (n=20)

2009 Performance 2010 Performance 2010 Importance

Per

form

ance

Imp

ort

ance

23Source: TMS Research – August 2010

Caution: Small sample sizes

Page 24: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

Helpfulness Timeliness Industry knowledge

Reliability Understanding of your business / organisation / service offering

Speed of response

Overall service Effectiveness2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.4 4.4 4.44.3

4.2

3.8

4.2 4.2

9.4 9.2 9.2 9.2 9.2 9.28.8 8.8

Legislative bodies (n=5)

2010 Performance 2010 Importance

Per

form

ance

Imp

ort

ance

24Source: TMS Research – August 2010

Caution: Small sample sizes

Page 25: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.2

4.8

3.6

4.2

3.64.0

3.64.0

3.8

9.69.4

9.4 9.2 9.28.8 8.8 8.6

8.6

MoUs & Joint ventures (n=5)

2010 Performance 2010 Importance

Perf

orm

an

ce

Imp

ort

an

ce

25Source: TMS Research – August 2010

Caution: Small sample sizes

Page 26: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

3.0

3.2

3.4

3.6

3.8

4.0

4.2

4.4

4.6

4.8

5.0

0

1

2

3

4

5

6

7

8

9

10

4.3

4.6

4.24.0

4.5

3.9

4.44.2

4.0

8.8 8.38.1 8.1

7.7 7.7 7.46.8

6.6

Providers/ Suppliers (n=15)

2010 Performance 2010 Importance

Per

form

ance

Imp

ort

ance

26Source: TMS Research – August 2010

Caution: Small sample sizes

Page 27: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=174)

Total 2008 (n=199)

Total 2009 (n=328)

Total 2010 (n=208)

Beneficiaries (n=69)

Committees (n=21)

Employers (SDF's) (n=83)

ETQA (n=20) Legislative bodies (n=5)

MoUs & Joint ventures

(n=5)

Providers / Suppliers

(n=5)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

33% 29% 30% 30% 32%24%

35%25% 20%

61%62% 60% 59% 57% 67%

53%60%

100%

80%

80%

6% 9% 9% 12% 12% 10% 12% 15% 20%

The BANKSETA is exceeding my service expectations

The BANKSETA is meeting my service expectations

The BANKSETA is falling short of service expectations

Service Delivery

Caution: Small sample sizes27Source: TMS Research – August 2010

Page 28: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

2009 (n=6) 2010 (n=21)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

33%24%

67%

67%

10%

Committees

Service Delivery

Caution: Small sample sizes

28

2009 (n=16) 2010 (n=20)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

19% 25%

38%

60%

44%

15%

ETQA

The BANKSETA is exceeding my service expectations

The BANKSETA is meeting my service expectations

The BANKSETA is falling short of service expectations

2009 (n=94) 2010 (n=83)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

27%35%

66% 53%

7% 12%

Employers (SDF’s)

Source: TMS Research – August 2010

Page 29: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

54.6

4.4 4.4 4.26666666666667 4.44.06666666666667

4.266666666666674.266666666666674.333333333333364.24.0

4.2 4.24.0 4.0 3.9

4.24.4

4.24.0 4.2 4.2

4.0 4.0 4.04.2

4.4

Staff (n=15) Total Non-Staff Stakeholders (n=218) Total Customers (n=134)

Service Delivery

Average Rating of BANKSETA performance using a Scale of 1 = Poor and 5 = Excellent

29Note: **Several variations of this statement included to suit the category of respondent: Understanding of your service offering / legislative

requirements / stakeholdersSource: TMS Research – August 2010

Total customers excludes beneficiaries, suppliers /

providers and staff

Caution: Small sample sizes

Page 30: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery

30

7.8

8.0

8.2

8.4

8.6

8.8

9.0

9.2

9.4

8.3

9.3

9.0

8.78.7 8.7

8.5

8.78.98.9 8.9

8.88.7 8.7 8.7 8.7

8.58.5

Importance Rating Gap Analysis

Staff 2010 (n=15) Stakeholders 2010 (n=218)

Caution: Small sample sizes

Importance

Source: TMS Research – August 2010

Page 31: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Staff

31

Page 32: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

6%20% 27%

73%

88% 67%

73%

20%

6% 13%0% 7%

BANKSETA Internal Service Delivery

The BANKSETA is exceeding stakeholders service expectations

The BANKSETA is meeting stakeholders service expectations

The BANKSETA is falling short of stakeholders service expectations

Staff Only

Caution: Small sample sizes

32

Stakeholder Figures

12%

59%

30%

Source: TMS Research – August 2010

Page 33: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

80%

53%

35%

0%

12%

0%

47%40%

7%0%

7%

73%

9%

0% 0%

18%

73%

20%

7%0% 0%

I Feel The BANKSETA Effectively Fulfils Its Purpose Of Enabling Skills Development In The

Banking Sector

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

80%

18%

59%

6%

18%

0%

33%40%

7%

20%

0%

36%

45%

0%

9% 9%

20%

67%

0%

13%

0%

The BANKSETA Is Effective At Communicating With All Stakeholders

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)

Caution: Small sample sizes33Source: TMS Research – August 2010

Page 34: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

33%

53%

0%

13%

0%

The BANKSETA Keep Stakeholders Informed On Our Projects And Developments

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

80%

20%

67%

0%

13%

0%

The BANKSETA's Communication to Stake-holders Is Easy To Understand?

Caution: Small sample sizes

34

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 35: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%53%

40%

7%

0% 0%

We Value Our Relationships With Our Stake-holders

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

Don't Know / Not

Sure

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

27%

47%

7%

0%

13%

7%

Our Policies And Behaviours Are Aligned

Caution: Small sample sizes

35

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 36: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

33%

60%

7%

0% 0%

We Deliver Value To Our Stakeholders

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

Don't Know /

Not Sure

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

40%

47%

0% 0%

7% 7%

We Stand Behind Our Products And Services

Caution: Small sample sizes

36

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 37: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

60%

27%

7% 7%

0%

The BANKSETA Brand Is Well Known In The Sec-tor

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

Don't Know / Not

Sure

0%

10%

20%

30%

40%

50%

60%

27%

53%

7% 7%

0%

7%

Our Stakeholders Know What The BANKSETA's Main Objectives Are

Caution: Small sample sizes

37

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 38: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

80%73%

27%

0% 0% 0%

I Understand My Role And Function In The Organ-isation And How I Contribute To The Success Of

The Organisation

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

40%

53%

0%

7%

0%

We Interact Satisfactorily With Our Stakeholders

Caution: Small sample sizes

38

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 39: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

27%

60%

7% 7%

0%

Our Stakeholders Know What The BANKSETA Brand Stands For

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

Don't Know /

Not Sure

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

27%

47%

13%

7%

0%

7%

BANKSETA Departments Communicate Effectively Around Products, Deadlines And Deliverables

Caution: Small sample sizes

39

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 40: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

40%

47%

7% 7%

0%

BANKSETA Departments Are Aware of What The Others Are Doing

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

Don't Know /

Not Sure

0%

10%

20%

30%

40%

50%

60%

20%

53%

7%

13%

0%

7%

BANKSETA Departments Collaborate Effectively On Projects

Caution: Small sample sizes

40

New

question

added in

2010

New

question

added in

2010

Source: TMS Research – August 2010

Page 41: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Committees

41

Page 42: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Committees

Total

2009

(n=7)

Total

2010

(n=21

)

Comm

ittee

Mem

bers

(n=16

)

Projec

t Ste

ering

Com

mitt

ees

(...

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

29 24 31

-

71

52 50

60

14 13

20

10 6 20

The BANKSETA Gives Timeous Notice Of Changes To Meeting Dates/Times

Strongly Agree Agree Indifferent Disagree Strongly Disagree

Caution: Small sample sizes

Total

2009

(n=7)

Total

2010

(n=21

)

Comm

ittee

Mem

bers

(n=16

)

Projec

t Ste

ering

Com

mitt

ees

(...

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

43

10 13

29

57 56

60

14 29 31

20

14 5 -

20

The BANKSETA Effectively Distributes Minutes / Actions

Strongly Agree Agree Indifferent Disagree Strongly Disagree

42Source: TMS Research – August 2010

Page 43: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Committees

Total 2009 (n=7)

Total 2010 (n=21)

Committee Members

(n=16)

Project Steering Committees

(n=5)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2919 19 20

4371 75

60

14.2857142857143

145 65 20

BANKSETA Meetings Are Chaired / Run Efficiently

Strongly Agree Agree Indifferent Disagree Strongly Disagree

Caution: Small sample sizes

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

43 43 44 40

43 52 50 60

- - -

-

- - -

- 14

5 6 -

It Is Worthwhile For Me To Spend My Company’s Time Participating In BANKSETA's Committee Activ-ities As Both My Company And The Sector Benefit

From It

Strongly Agree Agree Indifferent Disagree Strongly Disagree

43Source: TMS Research – August 2010

Page 44: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Information Systems

(Skills)

44

Page 45: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007

(n=95)

Total 2008

(n=95)

Total 2009

(n=95)

Total 2010

(n=103)

ETQA (n=20)

SDF (n=83)

-

10

20

30

40

50

60

70

80

90

100

39 44 46 48 35

51

61 56 54 52 65

49

Have you made use of the online Seta Man-agement System (SMS)?

Yes No

Information System(Skills)

Total 2007 (n=58)

Total 2008 (n=53)

Total 2009 (n=51)

Total 2010 (n=54)

0

10

20

30

40

50

60

70 6458

63 61

16

23 2428

12

2116 15

5.88235294117647 6

Barriers to Using SMS

Currently unaware of the online Seta Management System

Do not have time to use the online Seta Management System

Do not know how to use the online Seta Management System

Other

45Caution: Small sample sizes

Source: TMS Research – August 2010

Page 46: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007

(n=37)

Total 2008

(n=41)

Total 2009

(n=44)

Total 2010

(n=49)

ETQA (n=7)

SDF (n=42)

-

10

20

30

40

50

60

70

80

90

100

95 95 82 88

71

90

5 5 18 12

29

10

Do you find the Seta Management System (SMS) easy to use?

Yes No

Information System(Skills)

Total 2007

(n=37)

Total 2008

(n=42)

Total 2009

(n=44)

Total 2010

(n=49)

ETQA (n=7)

SDF (n=42)

-

10

20

30

40

50

60

70

80

90

100

76 86 80 86

71 88

24 14 20 14

29 12

Do you find the Seta Management System (SMS) fast enough?

Yes No

46Caution: Small sample sizes

Source: TMS Research – August 2010

Page 47: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=37) Total 2008 (n=42) Total 2009 (n=44) Total 2010 (n=42) -

10

20

30

40

50

60

70

80

90

100 95

83 82

26

81 74

61

21

38 33

50

40

- -

41

31

14 14 14

5 - - -

50

- - -

48

What Features Of The Online Seta Management System (SMS) Have You Used?

Workplace Skills Planning Implementation Report Levies and grants statements BANKSETA Training Voucher System*

Learner achievement submissions Online assessor registration Training provider records

Information System(Skills)

47

SDF’s only

Source: TMS Research – August 2010

Page 48: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=7) -

10

20

30

40

50

60

70

80

90

57

14

86

What features of the online Seta Management System (SMS) have you used?

On line assessor registration

Training provider records

Learner achievement uploading & submissions

Information System(Skills)

48

ETQA Accredited Providers only

Question

added in

2010

Caution: Small sample sizesSource: TMS Research – August 2010

Page 49: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Research

49

Page 50: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=115)

Total 2008 (n=120)

Total 2009 (n=118)

Total 2010 (n=119)

SDF (n=83) Committee Members (n=16)

ETQA Accredited Providers (n=20)

0

10

20

30

40

50

60

70

80

90

100

4637

5747 45

94

20

5463

4353 55

6

80

Are You Aware Of The Research Projects Commissioned By BANKSETA?

Yes No

Research

Caution: Small sample sizes50Source: TMS Research – August 2010

Page 51: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=53) Total 2008 (n=43) Total 2009 (n=67) Total 2010 (n=56) SDF (n=37) Committee Members (n=15)

ETQA Accredited Providers (n=4)

0

10

20

30

40

50

60

70

80

90

100

1523 25 29 24

4025

32

4245 43

41

40 7521

912

2024

13

19

263

43

74 4.477611940298519 10.4477611940298 5 8

BANKSETA Research Findings Are Effectively Communicated

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Research

Caution: Small sample sizes51Source: TMS Research – August 2010

Page 52: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=53) Total 2008 (n=44) Total 2009 (n=66) Total 2010 (n=56) SDF (n=37) Committee Members (n=15)

ETQA Accredited Training Providers

(n=4)

0

10

20

30

40

50

60

70

80

90

100

3045

3241

24

87

25

7055

6859

76

13

75

Have You Made Use Of The Research Results From Projects Commissioned By BANKSETA?

Yes No

Research

Caution: Small sample sizes52Source: TMS Research – August 2010

Page 53: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=16) Total 2008 (n=19) Total 2009 (n=21) Total 2010 (n=23) SDF (n=9) Committee Members (n=13)

ETQA Accredited Providers (n=1)

0

10

20

30

40

50

60

70

80

90

100

25

5 10

56

7476

48

67

31

100

19 21 14

52

33

69

How Often Have You Made Use Of The Research Results From Research Projects Commissioned By BANKSETA

Rarely Occasionally Frequently

Research

Caution: Small sample sizes53Source: TMS Research – August 2010

Page 54: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=16) Total 2008 (n=19) Total 2009 (n=21) Total 2010 (n=23) Committee Members (n=13)

SDF (n=9) ETQA Accredited Providers (n=1)

0

10

20

30

40

50

60

70

80

90

100

2542

24

4354

22

10050

47

43

5238

78

6

5

24

4 819 4.76190476190476

5 5

The Research Projects Commissioned By BANKSETA To Date Have Been Relevant To My Organisa-tion

Strongly Agree Agree Indifferent Disagree Strongly Disagree

Research

Caution: Small sample sizes54Source: TMS Research – August 2010

Page 55: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=115)

Total 2008 (n=120)

Total 2009 (n=117)

Total 2010 (n=119)

SDF (n=83) Committee Memebers

(n=16)*

ETQA Accredited Providers (n=20)

0

10

20

30

40

50

60

16 18

24.7863247863247 23 2419 20

2522 23.9316239316237

1922

25

32 34

20.5128205128205

3228

56

30

4 35.98290598290598

3 4 57 8

2.56410256410257 3 5

1613

26 53

22.22222222222218 18 19

15

What Is The Most Effective Way Of Communicating Research Findings To You?

Workshops Newsletter Email Website / Portal Conference Publication Other

Research

Note: * Other includes Breakfasts, phone callsSource: TMS Research – August 2010

Caution: Small sample sizes55

Page 56: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=115)

Total 2008 (n=122)

Total 2009 (n=116)

Total 2010 (n=119)

Committee Members (n=16)

SDF (n=83) ETQA Accredited Training Providers

(n=20)

0

10

20

30

40

50

60

70

80

90

100

75 75 72 7788

81

55

25 25 28 2313

19

45

Would Workshops That Discuss The Research Findings In More Detail Be Of Interest To You?

Yes No

Research

Caution: Small sample sizes56Source: TMS Research – August 2010

Page 57: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Research Do You Believe Should Be Conducted By The BANKSETA In The Future?Frequency of

Mentions(n=83)

Don't know / Not sure / Can't think of anything 26

Skills development / Scarce skills 11

Small businesses - Challenges / Contributions to society / Future issues / Management and development skills 9

Education and training / Effectiveness of Learnerships / Monitoring and evaluation of programmes offered 7

Financial related research - Financial skills / financial administration / Future financial services / Impact of new financial legislations 6

Micro-lending industry / Micro-finance 6

Customer service / Customer relations 4

Other 14

Research

57

SDF’s only

Source: TMS Research – August 2010

Page 58: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Research Do You Believe Should Be Conducted By The BANKSETA In The Future? Frequency of

Mentions (n=16)

Skills development in the banking sector 3

Don't know / Not sure 3

Industry related subjects / Identify industry related needs / More market trend related research 3

Research job creation / Poverty alleviation 2

International best practices pertaining to training and development 2

Forecasting management development challenges etc 1

Is the BANKSETA learnership effective? How are banks aligning to the QCTO? 1

Transformation in our sector 1

Research

58

Committee Members only

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 59: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Research Do You Believe Should Be Conducted By The BANKSETA In The Future? Frequency of

Mentions(n=20)

Don't know / Not sure / None I can think of / Don't deal with them enough to be able to say 10

Scarce skills especially within the banking sector 3

Small business development / Training clients (SMME) 2

Effectiveness of expenditure of monies within BANKSETA 1

Effectiveness of Learnerships in terms of skills (and not knowledge) upliftment 1

Alternatives to Learnerships 1

Mapping of units to other SETAs - Relevance of other aspects of the Financial sector/ Compare to international initiatives 1

More research into home loans and micro-lending 1

Research

59

ETQA only

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 60: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Research Do You Believe Should Be Conducted By The BANKSETA In The Future?Frequency of

Mentions(n=15)

Sector driven research - Holistic view on BANKSETA offerings to the sector / Information on the programmes that the sector engages in without BANKSETA support 3

Skills development - Research on critically needed skills on all levels / Attempt bridging the gaps from a sector perspective 3

Nothing / Happy with the research that has been done 3

How we can improve the call centre's performance 1

Check what is happening in other departments. 1

Is there a retention strategy for the BANKSETA (staff)? How effective is the existing strategy? 1

Leadership / Management / Financial Trends / Action Learning - topics as per the IEDP programme 1

Monitoring and evaluating the Providers to see whether they are accredited and delivering the services as agreed. Research how BANKSETA's funds are being utilised. 1

The impact of the training that the BANKSETA offers 1

Research

60

93% of BANKSETA staff members would use research conducted in the future in their work.

Staff only

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 61: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

61

Page 62: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=31

7)

Total

2008

(n=31

7)

Total

2009

(n=45

4)

Total

2010

(n=31

0)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)

Staff

(n=15

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

60% 64%

38% 42%

60%

40%

10%0%

78% 81%

40%

0%

40% 40%

5%

87%

40% 36%

62% 58%

40%

60%

90%100%

22% 19%

60%

100%

60% 60%

95%

13%

Do You Receive The BANKSETA's Newsletter?

No Yes

Communication

Note: Staff asked whether they READ the newsletterSource: TMS Research – August 2010

62Caution: Small sample sizes

Page 63: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=19

1)

Total

2008

(n=20

0)

Total

2009

(n=17

2)

Total

2010

(n=13

0)

Compa

ny B

enef

iciar

ies (n

=9)

Emplo

yed

Benef

iciar

ies (n

=12)

Opera

tiona

l Sup

plier

s (n

=1)

SDF's (n

=65)

Comm

ittee

s (n

=13)

Projec

t Ste

ering

Com

mite

es(n

=2)

ETQA Acc

redit

ed P

rovid

ers

(n=8)

MoU

s an

d Jo

int V

entu

res

(n=2)

Staff

(n=13

)

Lear

ners

(n=5)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

20% 25% 30% 34% 33%42%

32% 38%50%

25%

50%38%

20%

60% 49%47% 39%

33%33%

100%43%

23%

25%

62%

40%

10%12%

13% 15% 22% 8%17%

31%

25%

8% 10% 5% 6%8%

5% 8%

50%13%

20%

2% 3% 2% 2% 13%20%

2% 3% 4%11% 8% 3%

50%

The BANKSETA's Newsletter Provides Useful AND RELEVANT Information

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Communication

Caution: Small sample sizes63Source: TMS Research – August 2010

Page 64: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=11

7)

Compa

ny B

enef

iciar

ies (n

=9)

Emplo

yed

Benef

iciar

ies (n

=12)

Opera

tiona

l Sup

plier

s (n

=1)

SDF's (n

=65)

Comm

ittee

s (n

=13)

Projec

t Ste

ering

Com

mite

es(n

=2)

ETQA Acc

redit

ed P

rovid

ers

(n=8)

MoU

s an

d Jo

int V

entu

res

(n=2)

Lear

ners

(n=5)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

28%44%

58%

17%

38%50%

38% 40%

72%56%

42%

100%83%

62%50%

63%

100%

60%

How Would You Prefer To Receive Your Newsletter?

Printed newsletter Electronic Newsletter

Communication

Caution: Small sample sizes

64Source: TMS Research – August 2010

Page 65: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=23

7)

Total

2008

(n=26

8)

Total

2009

(n=45

1)

Total

2010

(n=31

0)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)

Staff

(n=15

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

81% 79% 73%65%

87%

57%70%

100%

82%

100%

80% 80% 85%100%

30%

93%

19% 21% 27%35%

13%

43%30%

18% 20% 20% 15%0%

70%

7%

Do You Ever Visit The BANKSETA's Website?

Yes No

Communication

Caution: Small sample sizes

65Source: TMS Research – August 2010

Page 66: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=18

3)

Total

2008

(n=20

7)

Total

2009

(n=33

6)

Total

2010

(n=20

0)

Compa

ny B

enef

iciar

ies (n

=13)

Emplo

yed

Benef

iciar

ies (n

=17)

Opera

tiona

l Sup

plier

s (n

=7)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=68)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redit

ed P

rovid

ers

(n=17

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=30

)

Staff

(n=14

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

9% 8%1% 4% 0% 0% 0% 0% 1% 0% 0% 0%

12%0% 0%

29%17% 22%22% 19%

8% 6% 0%

20% 18% 25%

50%

0%

24%

0%

23%

43%42%43%

33%25%

15%35%

29%

40%28%

25%

25%

50%

6%

20%

23%

21%26% 22%

21% 33%

38%

53%

14%

40%

34% 31%

0%

25% 47%

20%

33%

0%6% 5%

23% 20%

38%

6%

57%

0%

19% 19% 25% 25%12%

60%

20%7%

How Often Do You Visit The Website?

Daily Weekly Monthly Quarterly Other

Communication

Caution: Small sample sizes66Source: TMS Research – August 2010

Page 67: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=19

2)

Total

2008

(n=21

2)

Total

2009

(n=33

2)

Total

2010

(n=20

0)

Compa

ny B

enef

iciar

ies (n

=13)

Emplo

yed

Benef

iciar

ies (n

=17)

Opera

tiona

l Sup

plier

s (n

=7)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=68)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redit

ed P

rovid

ers

(n=17

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=30

)

Staff

(n=14

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

16% 21% 17%27%

46%35%

43%

20% 21%31%

0%

50%

6%20%

30% 36%

63% 54%52%

50%23% 47%

14% 60% 56%

63%

50%

50%

59%

80%

40%43%

19% 25%26%

20%23%

18%

43%

20% 21%0%

50%

0%

35%

0%

17%

21%

0.03 0.020.02512562814070350.0769230769230769 0.01492537313432840

0 0 0 00.1

0.04 0.02 0.01 0.06 0.03

Do You Find The Information You Are Looking For?

Always Mostly Sometimes Never DK / Not Sure

Communication

Caution: Small sample sizes67Source: TMS Research – August 2010

Page 68: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Note: Note: n=15, Staff OnlySource: TMS Research – August 2010

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

57%

79%

50%

29%

What Information Do You Look For?

68

Staff only

Caution: Small sample sizes

Page 69: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=18

6)

Compa

ny B

enef

iciar

ies (n

=13)

Emplo

yed

Benef

iciar

ies (n

=17)

Opera

tiona

l Sup

plier

s (n

=7)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=68)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redit

ed P

rovid

ers

(n=17

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=30

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

46%31%

71%

29%

60%

41% 44%

25%

50%

24%

0%

73%

48%

46%

29%

57%

40%

56% 56%

75%

50%

59% 100%

20%

6%23%

14%3% 0%

18%

0% 7%

How Would You Rate The User- Friendliness Of The BANKSETA Website?

Extremely user-friendly Somewhat user-friendly Not at all user-friendly

Communication

Caution: Small sample sizes69

Question

added in

2010

Source: TMS Research – August 2010

Page 70: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=31

7)

Total

2008

(n=34

8)

Total

2009

(n=45

6)

Total

2010

(n=31

0)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)

Staff

(n=15

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

33% 27% 22% 25% 27% 27% 20%

0%

41%50%

80%

20% 25% 20%

3%

53%

67% 73% 78% 75% 73% 73% 80%

100%

59%50%

20%

80% 75% 80%

97%

47%

Do You Ever Use The BANKSETA Call Centre?

Yes No

Communication

Caution: Small sample sizes70Source: TMS Research – August 2010

Page 71: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=10

4)

Total

2008

(n=95

)

Total

2009

(n=10

0)

Total

2010

(n=78

)

Compa

ny B

enef

iciar

ies (n

=4)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

SDF's (n

=34)

Comm

ittee

s (n

=8)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=1)

ETQA Acc

redit

ed P

rovid

ers

(n=5)

MoU

s an

d Jo

int V

entu

res

(n=1)

Staff

(n=8)

Lear

ners

(n=3)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

16% 22% 22% 24%38%

0%

32%25%

0%

20%13%

33%

56%52% 49% 44%

50%

38%

50%

35%63%

25%

40%

100%63%

67%

8% 9% 17% 23%50%

25%

0%

24%

13%

75%20%

13%13% 9% 7% 3%

50%

3%5% 6% 5% 1% 3%2% 11% 5% 3%

100%

20%13%

I find the Call Centre helpful

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don't Know / Not Sure

Communication

Caution: Small sample sizes71Source: TMS Research – August 2010

Page 72: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=10

4)

Total

2008

(n=95

)

Total

2009

(n=10

0)

Total

2010

(n=77

)

Compa

ny B

enef

iciar

ies (n

=4)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

SDF's (n

=34)

Comm

ittee

s (n

=8)

Projec

t Ste

ering

Com

mite

es(n

=4)

ETQA Acc

redit

ed P

rovid

ers

(n=5)

MoU

s an

d Jo

int V

entu

res

(n=1)

Lear

ners

(n=3)

Staff

(n=8)

0

1

2

3

4

5

3.8 3.8 3.63.9

3.5

4.1

3.53.9

4.3

3.3

4.44.0 4.0 4.0

Please Rate The Service Delivery Of The BANKSETA Call Centre Using A Scale Of 1= Poor And 5= Excellent

Communication

Caution: Small sample sizes72

‘Performance’

changed to

‘Service

Delivery’

Source: TMS Research – August 2010

Page 73: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2007

(n=94

)

Total

2008

(n=89

)

Total

2009

(n=10

0)

Total

2010

(n=78

)

Compa

ny B

enef

iciar

ies (n

=4)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

SDF's (n

=34)

Comm

ittee

s (n

=8)

Projec

t Ste

ering

Com

mite

es(n

=4)

Legis

lative

Bod

ies (n

=1)

ETQA Acc

redit

ed P

rovid

ers

(n=5)

MoU

s an

d Jo

int V

entu

res

(n=1)

Lear

ners

(n=3)

Staff

(n=8)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0.010.04 0.02 0.030.125 0.125

0.260.2 0.14 0.176470588235294

0.250.330000000000002

0.375000000000002

44%

50%

31%50% 63% 53%

63%25% 80%

100%

67% 38%

25%

50% 47%33%

100%

25%

100%

29%38%

50%

100%

20%13%

How Often Do You Use The BANKSETA Call Centre?

Daily Weekly Monthly Quarterly Other

Communication

Caution: Small sample sizes73Source: TMS Research – August 2010

Page 74: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Tota

l 200

7 (n

=192

)

Tota

l 200

8 (n

=195

)

Tota

l 200

9 (n

=363

)

Tota

l 201

0 (n

=295

)

Compa

ny B

enef

iciar

ies (

n=15

)

Empl

oyed

Ben

efici

arie

s (n=

30)

Opera

tiona

l Sup

plie

rs (n

=10)

Proje

ct Pro

vider

s (n=

5)

SDF's (n

=83)

Comm

ittees

(n=1

6)

Proje

ct Ste

erin

g Com

mite

es(n

=5)

Legi

slativ

e Bod

ies (

n=5)

ETQA A

ccre

dite

d Pro

vider

s (n=

)

MoU

s and

Join

t Ven

ture

s (n=

5)

Lear

ners

(n=1

01)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

47% 44%35%

26%

47%

27%20%

40%29%

100% 100%

40% 40% 40%

53% 56%65%

74%

53%

73%80%

60%71%

0% 0%

60% 60% 60%

100%

In The Past 12 Months, Have You Participated In Any BANKSETA Forums?

Yes No

Communication

Caution: Small sample sizes74Source: TMS Research – August 2010

Page 75: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Learnerships BANKSETA AGM SDF Breakfasts and Workshops

BANKSETA ETQA workshops

CPD workshops and seminars

Other0%

10%

20%

30%

40%

50%

60%

70%

31%

18%

59%

22% 24%28%

46%

15%

35%

18% 18%

10%

35%

9%

23%19%

6% 4%

31% 31%

38%

28%

15%

37%

Which Of The Following Forums Have You Participated In?

Total 2007 (n=90) Total 2008 (n=85) Total 2009 (n=126) Total 2010 (n=78)

Communication

75Source: TMS Research – August 2010

Page 76: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

What Kinds Of Events Would You Like To See More Of At BANKSETA Forums? Most Frequent

Mentions(# of mentions)

Workshops: business skills development, CPD, ETQA, OFO and QCTO implementation workshops, improving strategies for evaluations of tenders, banking skills workshop , Skills Development 21

Discussions/ Forums: changes in industry, especially in QCTO, discussion with DTI/DoL other banks, more executive forums, SDF forums, Stakeholder engagement - sharing industry knowledge

10

Conferences: learning developments, Stakeholder events which identify more detailed needs of BANKSETA members, Strategy related events, Guest speaker on subject matters relating to the industry

8

Feedback: feedback on job creation, Feedback on what assessors are doing, Update a workplace skills plan, Update on legislation and quality assurance, Updates on emerging business issues

5

Research: Research findings and debriefing, Research for the way forward - sustainability in the SME environment

3

Changes: Changes in the Skills Development Industry / Legislation - Practical Implementation thereof for Training Providers, Current events / changes in legislation

2

More Events in a specific region: Pretoria, Anywhere in the Northern Cape 2

Other: Sales and marketing, more focus on small business, Interaction with the industry, Law enforcement in small business so that people can pay their taxes, legal aspects of credit, To find out what they presently offer

9

76Source: TMS Research – August 2010

Page 77: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2009

(n=12

4)

Total

2010

(n=78

)

Compa

ny B

enef

iciar

ies (n

=7)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

Projec

t Pro

vider

s (n

=2)

SDF's (n

=24)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redit

ed P

rovid

ers

(n=8)

MoU

s an

d Jo

int V

entu

res

(n=2)

0%10%20%30%40%50%60%70%80%90%

100%

31% 37%29%

63%50%

33%50%

20%

50%

25%

50%

56% 50%57%

38%50%

100%

58%38%

40%

50%

50%

50%

6% 9% 8%6%

20%

25%0.00806451612903236% 3%

14% 6%1%20%

I Find The Forums Useful

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication

Caution: Small sample sizes77Source: TMS Research – August 2010

Page 78: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2009

(n=12

3)

Total

2010

(n=78

)

Compa

ny B

enef

iciar

ies (n

=7)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

Projec

t Pro

vider

s (n

=2)

SDF's (n

=24)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redit

ed P

rovid

ers

(n=8)

MoU

s an

d Jo

int V

entu

res

(n=2)

0%10%20%30%40%50%60%70%80%90%

100%

25% 33% 29%

63%50%

21%

56%

20%

50%

13%

50%

62% 53% 57%

38%50%

100% 67%

31%

40%

50%

75%

50%

7% 9% 8% 6%

20%

13%1%5% 3%14% 6%3% 4%

20%

The Forums Fulfill Their Objectives

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication

Caution: Small sample sizes78Source: TMS Research – August 2010

Page 79: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2009

(n=12

0)

Total

2010

(n=78

)

Compa

ny B

enef

iciar

ies (n

=7)

Emplo

yed

Benef

iciar

ies (n

=8)

Opera

tiona

l Sup

plier

s (n

=2)

Projec

t Pro

vider

s (n

=2)

SDF's (n

=24)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redit

ed P

rovid

ers

(n=8)

MoU

s an

d Jo

int V

entu

res

(n=2)

0%10%20%30%40%50%60%70%80%90%

100%

28% 33% 29%

63%50%

21%

56%

20%

50%

13%

50%

60% 53% 57%

38%50%

100% 67%

31%

40%

50%

75%

50%

6% 8% 8% 6%

20%

1% 4% 4%20% 13%6% 3%

14% 6%

The Forums Contain Appropriate Content

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication

Caution: Small sample sizes79Source: TMS Research – August 2010

Page 80: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=29

5)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0.0881355932203391 0.10.2

0.0481927710843374

0.625 0.6

0.4

0.1

91%100%

90%80%

100% 95%

38% 40%

60%

90%100% 100%

Have You Ever Attended The BANKSETA International Conference?

Yes No

Communication

Caution: Small sample sizes80

Question

added in

2010

Source: TMS Research – August 2010

Page 81: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

96% 100% 100% 100% 100% 100% 100%

50%

0.0384615384615385

0.5

Do You Think The BANKSETA International Conference Is Beneficial To The Banking And Mi-crofinance Sector?

Yes No

Communication

Caution: Small sample sizes81

Question

added in

2010

Source: TMS Research – August 2010

Page 82: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

What Subjects Should Be Discussed To Make The Conference More Beneficial? Most Frequent

Mentions(# of mentions)

Global Issues: Global competition, Global Trends and Research on Global Talent Management Strategies, Issues around international best practice, international HR and international training, Synergies between the different countries

5

Banks and Banking: Debate around banking the unbanked, Future of Banking, The effect NCA has on the industry’s customer service, They way in which banks are managed and run 5

Current Issues: Current problems facing the sector, new regulatory requirements and impact on banking industry, current status and speculation on the economy in general 4

Technical Skills: Skills Development, BANKSETA should focus on skills, technical hard core and less on general issue 3

Anything relevant and beneficial / anything beneficial to the financial sector 2

Micro finance: ways of teaching people about the loan sharks in the microfinance industry, general micro finance queries 2

Other: domestic affairs, Quality assurance issues, Leadership Management, Talent Management, Operational Development, Job creation 4

82

Question

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 83: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

45%

28% 25% 29% 35%25%

34% 32%

42%

42%34%

48% 40%46%

48% 51%

8%

16%

17%

11% 11% 13%

11% 9%1%

7%16%

5% 4% 4%2% 3%1% 3% 4% 3%

2% 1%1%4% 4% 5% 4% 7% 12%4% 6%

Extent Of Agreement With The Following Statements On A Scale Of 1 To 5 Where 1 = Strongly Agree And 5 = Strongly Disagree

(n=295)

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication

83

All respondent categories –

staff excluded

Source: TMS Research – August 2010

Page 84: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

41%28% 31% 32%

18% 14% 16%

37%

39%43% 37%

44%

33%39%

11%

12%10% 16%

19%

20%20%

8%

11% 7%12%

8%

6%

7%

1%2% 3%

3%3%

3%

2%

2% 8% 6% 8%24%

16%

Extent Of Agreement With The Following Statements On A Scale Of 1 To 5 Where 1 = Strongly Agree And 5 = Strongly Disagree

(n=295)

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication

84

All respondent categories –

staff excluded

Source: TMS Research – August 2010

Page 85: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=29

5)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

48% 53%37%

90%80%

72% 75%

40%

60%50%

40%

22%

51% 47%63%

10%20%

28% 25%

60%

40%50%

60%

77%

0.01

Are You Satisfied With The Extent Of Communication That You Currently Receive From BANKSETA?

Yes, it is sufficient No, I would like more communication No, I would like less communication

Communication

Caution: Small sample sizes85

Question

added in

2010

Source: TMS Research – August 2010

Page 86: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Note:Source: TMS Research – August 2010

How Can BANKSETA Improve Their Communications? Most Frequent Mentions

Email: Formal mails with short information snippets from BANKSETA. Email is the quickest way, more email correspondence re projects / developments / proposed pipelines / tenders (even with hyperlinks to actual content on webpage), Updated any information by e-mail

59

Communications: Communicate more often on specific projects instead of one communication on several projects (more targeted and in-depth), Communicate well in advance. Deadlines are mostly very tight, More communication especially with their stakeholders, They could let me know what courses they are running, They must make us more aware of all the forums

22

SMS: SMS is preferable as no e-mail available, A lot of us don’t have e-mail, send an sms or message through our LSO, They can SMS us more information and inform us of new programmes or when the next available course is 16

Meetings: More meetings with the different stakeholders, More client engaged - engaged personally in our business, Liaising with stakeholders designated representative instead of everyone in the company, One on one internal audits most useful to me, Send meeting minutes out within 48 hours please

13

Newspaper: If they can post in the newspapers as everyone reads the paper, Improve communication by better advertising in all newspaper 7

Media coverage: I think they must just advertise more, and in the advertisements they must specify where information can be obtained, More marketing on the work that they are doing and inform people about opportunities, They can advertise more on the radio,

7

Refresher Course / Workshops: After 3 months offer a refresher course if needed, Material we use in course more easy to understand, Do presentations at high schools to tell learners about BANKSETA, They need to advise learners at the end of the course what they can now do with it, To keep in touch with the students after finishing the course

8

Call: Telephone contact is most welcome, Phone call are best as she has no access to internet, They must also communicate telephonic. 5

Website: The website can be continuously updated as sometimes there is outdated information, the website runs time out very quick 3

Personal Queries: Staff need to take a personal interest in queries received from stakeholders 2Response Time: Generally response time must be quicker, More timely responses. 2Other: Rural communities should be told about BANKSETA through representatives visiting them, Would like information in Afrikaans as well, Transparency - More access to information, They must have follow up reminders, They can quarterly send out flyers or any new developments, Postal system is best

13

Question

added in

2010

Page 87: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=29

5)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1) -

20

40

60

80

100

120

69

80

60

30

60

78 88

60

40

80

60 65

71 80

60 50

80 81

94

80 80 80 80

59

84 87

67

50

80 86

94

80

100 100 100

84 82 87

60 50

100

88 88

60

100 90

100

83 76

87

53 50

80 88 88

60

100

80

100

69

How Would You Describe The Documentation (Reports, Invitations, Newsletters) Received From BANKSETA?

Creative Attractive Easy to read and understand Contains relevant information Easily accessible

% o

f su

b-s

amp

le

Communication

Caution: Small sample sizes87

Question

added in

2010

Note: Multiple mentionSource: TMS Research – August 2010

Page 88: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=29

5)

Compa

ny B

enef

iciar

ies (n

=15)

Emplo

yed

Benef

iciar

ies (n

=30)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=83)

Comm

ittee

s (n

=16)

Projec

t Ste

ering

Com

mite

es(n

=5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redit

ed P

rovid

ers

(n=20

)

MoU

s an

d Jo

int V

entu

res

(n=5)

Lear

ners

(n=10

1)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

31%20% 13%

50%

100%

27%

75%

20%

60%

20%

60%

28%

69%80% 87%

50%

0%

73%

25%

80%

40%

80%

40%

72%

Have You Seen Any Of The BANKSETA Advertising / Advertisements?

Yes No

Communication

Caution: Small sample sizes88

Question

added in

2010

Note: Multiple mentionSource: TMS Research – August 2010

Page 89: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Where have you seen the advertising?Most Frequent

Mentions(# of mentions)

Newspapers 44

Internet/ Websites 18

Emails 5

Leaflets/ Brochures 5

Newsletters 3

Bank’s offices 2

Radio 2

Other: Have just been appointed to do their advertising, The book bags have advertising on them, Saw it at the disability centre, Micro Finance Meetings, Via Post, at the graduations, at the IEDP nominees invitation, Magazines, Saw adverts at Kelly for the SETA, Invitation

10

89

Question

added in

2010

Source: TMS Research – August 2010

Page 90: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=90

)

Compa

ny B

enef

iciar

ies (n

=3)

Emplo

yed

Benef

iciar

ies (n

=4)

Opera

tiona

l Sup

plier

s (n

=5)

Projec

t Pro

vider

s (n

=5)

SDF's (n

=22)

Comm

ittee

s (n

=12)

Projec

t Ste

ering

Com

mite

es(n

=1)

Legis

lative

Bod

ies (n

=3)

ETQA Acc

redit

ed P

rovid

ers

(n=4)

MoU

s an

d Jo

int V

entu

res

(n=3)

Lear

ners

(n=28

)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

94%

67%

100%

80%

100%91% 92%

100% 100% 100% 100% 100%

0.0333333333333333 0.0909090909090910.08333333333333332%

33%20%

Do You Think That The Advertising Was Relevant?

Yes No Don't Know

Communication

Caution: Small sample sizes90

Question

added in

2010

Source: TMS Research – August 2010

Page 91: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Staff only

Total 2010 (n=15)0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

87%

13%

Do You Read The E-internal Newsletter (Wordup)?

Yes No

Communication

Caution: Small sample sizes91

Weekly Monthly Quarterly Every 6 months

Annually N/A or Don't Know

0%

10%

20%

30%

40%

50%

60%

70%

8%

31%

62%

How Often Would You Like To Receive The In-ternal Newsletter? (n=13)

Question

added in

2010

Question

added in

2010

Source: TMS Research – August 2010

Page 92: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%54%

38%

8%

0% 0%

The BANKSETA’S Internal Newsletter Provides Insightful And Interesting Information (n=13)

92

Inte

rnal

new

slette

r

Intra

net

Staff m

eetin

g

Depar

tmen

tal m

eetin

g

One o

n on

e with

man

...0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.666666666666667

0.133333333333333

0.2

Which Of The Following Methods Of Internal Communication Do You Find The Most

Valuable/Recommend? (n=15).

Staff only

Question

added in

2010Question

added in

2010

Caution: Small sample sizesSource: TMS Research – August 2010

Page 93: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Daily Weekly Monthly Quarterly Varies / Can't Say

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

13%

20%

13%

7%

47%

How Often Do You Access The BANKSETA In-tranet? (n=15)

93

0%

10%

20%

30%

40%

50%

60%

70%

47%

7%

13%

60%

13% 13%

 What Links On The Intranet Do You Use Most? (n=15)

Staff only

Question

added in

2010Question

added in

2010

Caution: Small sample sizesSource: TMS Research – August 2010

Page 94: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Communication

Always Mostly Sometimes Never Don't know / Not sure

0%

5%

10%

15%

20%

25%

30%27% 27% 27%

20%

Do You Find The Information On The Intranet Use-ful? (n=15)

94

Staff only

Question

added in

2010

Caution: Small sample sizesSource: TMS Research – August 2010

Page 95: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Skills Development

95

Page 96: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=95) Total 2008 (n=95) Total 2009 (n=94) Total 2010 (n=83)0

10

20

30

40

50

60

70

80

90

100

84 84 8173

16 16 1927

Do You Contribute Skills Development Levies To The BANKSETA?

Yes No

Skills Development

96

SDF’s only

Source: TMS Research – August 2010

Page 97: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=80) Total 2008 (n=75) Total 2009 (n=76) Total 2010 (n=61)0

10

20

30

40

50

60

70

80

90

100

34 2839

48

4952

4638

1 11 4 568

3 39 2.6315789473684271 1 5

The Process Of Claiming Grants Is Clear To Follow

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Skills Development

97

SDF’s only

Source: TMS Research – August 2010

Page 98: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=80) Total 2008 (n=74) Total 2009 (n=76) Total 2010 (n=61)0

10

20

30

40

50

60

70

80

90

100

31 28

50 44

51 54

3334

1 7 57

47

1 59

03 7

4 4 8 3

I Receive The Grants Timeously

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Skills Development

98

SDF’s only

Source: TMS Research – August 2010

Page 99: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=80) Total 2008 (n=75) Total 2009 (n=76) Total 2010 (n=61)0

10

20

30

40

50

60

70

80

90

100

26 2339 46

49 53

43 31

10 128 13

611 3 3

81

3 71 3.94736842105263

BANKSETA Has Effectively Communicated The Skills Development Act’s Requirements For Com-pliance

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Skills Development

99

SDF’s only

Source: TMS Research – August 2010

Page 100: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=35) Total 2008 (n=35) Total 2009 (n=35) Total 2010 (n=23)0.0

1.0

2.0

3.0

4.0

5.04.2

4.5 4.4 4.6

3.94.2 4.3 4.3

3.94.2 4.2 4.34.1

4.3 4.4 4.34.0

4.3 4.3 4.33.9

4.3 4.2 4.34.0

4.3 4.3 4.2

3.6 3.8 3.84.1

3.63.9 3.8

4.1

Average Rating of Attributes using a scale where 1 = Poor and 5 = Excellent

Skills Dev Dept’s Helpfulness Skills Dev Dept’s Effectiveness

Skills Dev Dept’s Industry knowledge Overall service received from the Skills Dev Dept

Skills Dev Dept’s Reliability Skills Dev Dept’s timeliness

Skills Dev Dept’s Speed of response Skills Dev Dept’s Understanding of your business / organisation

Skills Dev Dept’s Ability to contribute to your business

Skills Development Large / Medium SDF’s only

100Caution: Small sample sizes

Source: TMS Research – August 2010

Page 101: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

SDF’s onlySkills Development

Total 2010 (n=83)0

5

10

15

20

25

30

35

31

24

14 14

87

What Do You Believe Is The Most Important Skill To Be Developed In The Banking Sector?

Sales & Customer Services

Management & Leadership

Financial Management Skills

Compliance Skills

IT

Other*

Note: Other includes Basic arithmetic , Estate Agent Course , Organisational Skills, Fleet Advisors, Holistic Micro Finance Skills , Operational Risk

Source: TMS Research – August 2010101

Page 102: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Staff onlySkills Development

Total 2009 (n=10) Total 2010 (n=15)0

10

20

30

40

50

60

10

40

50

33

20

27

20

7

40

27

Based On Your Experience With The BANKSETA, Which Skill Would You Say Requires More Development Within The Banking Sector?

IT

Compliance Skills

Management & Leadership

Sales & Customer Services

Financial Management Skills

Other*

Note: *Other includes Micro Finance - managing MFIs and the ability to sustain these organisations . Source: TMS Research – August 2010

Caution: Small sample sizes102

Page 103: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Learnerships

103

Page 104: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=52)

Total 2008 (n=49)

Total 2009 (n=44)

Total 2010 (n=23)

0

10

20

30

40

50

60

70

80

90

100

7971

64 70

2129

36 30

Are you aware of the range of learnerships reg-istered with the Department of Labour

Yes No

Learnerships

0

10

20

30

40

50

60

70

80

90

100

6174

57

7669

100

3923

43

2431

3

Has your organisation participated in any of the learnerships available to you?

Yes No Don’t Know

Caution: Small sample sizes104

SDF’s only

Source: TMS Research – August 2010

Page 105: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Why Has Your Organisation Not Participated In Any Learnerships? Frequency (n=5)

BANKSETA had not yet identified any Service Providers, in the KZN region that are able to form a tri-partheid agreement (Organisation, Learner & Service Provider) to engage in a Learnership or Graduate Training Programme.

1

Did not have the capacity to manage the learnerships 1

Our organisation is very small and we have not really looked critically at the advantage of the learnerships 1

We have registered with the AATP from the Merseta. 1

We have utilised external provider learnerships. 1

Learnerships

105Source: TMS Research – August 2010

Caution: Small sample sizes

Page 106: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Tota

l 200

7 (n

=16)

Tota

l 200

8 (n

=15)

Tota

l 200

9 (n

=24)

Tota

l 201

0 (n

=16)

SDF's (n

=11)

Proje

ct Ste

erin

g Com

mitte

es (n

=5)

0

10

20

30

40

50

60

70

80

90

100

19

47 4225 27 20

50

33 46

5664

40

6

713

9

20

197 4

6 7 8.333333333333346.2520

Our Learners Have Derived Benefits From Their Learnerships

Strongly Agree Agree Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Tota

l 200

7 (n

=16)

Tota

l 200

8 (n

=15)

Tota

l 200

9 (n

=24)

Tota

l 201

0 (n

=16)

SDF's (n

=11)

Proje

ct Ste

erin

g Com

mitte

es (n

=5)

0102030405060708090

100

3113 17 13

23

25 67 6350

41

60

31

13 8

1932

13 4.166666666666670

3 4.166666666666676.2520

7 413

5

20

The Range Of Learnerships Are Relevant To My Company’s Skills Needs.

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Learnerships

Caution: Small sample sizes106Source: TMS Research – August 2010

Page 107: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0102030405060708090

100

31 27 21 13 920

44 5354 75 91

40

6 8.3333333333333413 13 13 6

20

6 7 4.166666666666676.2520

The BANKSETA provides adequate information for the implementation of learnerships in your

organisation

Strongly Agree Agree Indifferent

Disagree Strongly Disagree Don’t Know / N/A

0

20

40

60

80

100

257

2919 18 20

3860

46 63 73

40

19 1321 13

9

20

6 1313 7 4.166666666666676.25

20

The policies and procedures governing learnerships are appropriate and effective

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Learnerships

Caution: Small sample sizes107Source: TMS Research – August 2010

Page 108: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0102030405060708090

100

31

7

2919 18 20

2560

42 5673

20

137

17 6

9

31 204

6

20

76

20

8.333333333333346.2520

The Criteria For Funding Of Learnerships Ensure That The Relevant Employees Stand

To Benefit

Strongly Agree Agree Indifferent

Disagree Strongly Disagree Don’t Know / N/A

0

10

20

30

40

50

60

70

80

90

100

2533 29 25 27 20

44

5350 56

64

40

138.33333333333334

19 7 813

9

20

7 4.166666666666676.2520

The BANKSETA Is Able To Assist You With Your Queries About Learnerships

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Learnerships

Caution: Small sample sizes108Source: TMS Research – August 2010

Page 109: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=51) Total 2008 (n=49) Total 2009 (n=45) Total 2010 (n=28) SDF's (n=23) Project Steering Committees (n=5)

0

10

20

30

40

50

60

70

80

66

47

5661

52

100

54

37

56

3943

60

46

35

49

61 61

20

39 37

47 4643

60

34 3742

50 48

60

10 1013

21

13

60

For Which Of These Skills Do You Believe Learnerships Would Be Effective As A Skills Development Initiative?

Leadership and Management Financial Management skills Sales and Marketing Compliance skills Information Technology skills

Other

% o

f su

b-s

amp

le

Learnerships

Note: Other includes: Debt Recovery (2); Micro Finance Industry skills (2); Call Centre, Fleet Management and Logistics, Property Estate Agency, Training & Development, Customer service, Organisational skills

Source: TMS Research – September 2010109

Caution: Small sample sizes

Page 110: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=8)0

10

20

30

40

50

60

70

80

90

100

13

25

63

Please Rate The Relevance Of The Learnership You Attended, In As Far As It Contributed To Your Current Job Role?

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Learnerships

Caution: Small sample sizes110

Employed Beneficiaries only

Total 2010 (n=8)0

10

20

30

40

50

60

70

80

90

100

13

25

63

Your Employer Selected The Training Pro-vider(s) Specific To The Learnership That You Attended. Please Rate Your Satisfaction With

The Performance Of These Service Provider(s)

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Question

added in

2010Question

added in

2010

Source: TMS Research – August 2010

Page 111: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=3)0

10

20

30

40

50

60

70

80

90

100

33

67

Did You Ever Attend One Of These Sessions?

Yes No

Total 2010 (n=8)0

10

20

30

40

50

60

70

80

90

100

38

63

Are You Aware That The BANKSETA Schedules Quality Assurance Site Visits To Engage With Employed Learners On Sector-

driven Niche Learnerships?

Yes No

Learnerships

Caution: Small sample sizes111

Employed Beneficiaries only

Question

added in

2010

Question

added in

2010

Source: TMS Research – August 2010

Page 112: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=8)0

10

20

30

40

50

60

70

80

90

100

38

63

Please Rate The BANKSETA’s Professionalism In Addressing Your Questions In This Session

Poor Below Average Average Very good Excellent

Don’t Know / N/A

Learnerships

Caution: Small sample sizes112

Employed Beneficiaries only

Question

added in

2010

Source: TMS Research – August 2010

Page 113: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Quality Life Long Learning

113

Page 114: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0

10

20

30

40

50

60

70

80

90

100

26 21 21

41

69

4025

53

5553 54

46

31

45

100 50

475

9 10

6 715

3 6 22 2 55 9

21 1 55 2

11 3 5

The BANKSETA Supports The Long Term Objective Of Developing A Culture Of Quality Lifelong Learning

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning

Caution: Small sample sizes114Source: TMS Research – August 2010

Page 115: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0

10

20

30

40

50

60

70

80

90

100

23 20 17

37 33

75

25

53

47 48 53

43 48

13

40

45

4714 12 1310 10

6

40

15

5 8 53 1

6104 6

13 2 20

57 5 114 6

The BANKSETA Gives Direction And Support In Developing Quality Lifelong Learning

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning

Caution: Small sample sizes115Source: TMS Research – August 2010

Page 116: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=109)

Total 2008 (n=110)

Total 2009 (n=109)

Total 2010 (n=118)

SDF's (n=83) ETQA (n=20) Staff (n=15)0

10

20

30

40

50

60

70

80

90

100

23 19 21

40 37 35

60

46 47 47

43 4635

4011 14 7

10 10204 7

6

3 1 106

9

1

2 210 418

3 4

The BANKSETA ETQA Adds Value To The Process Of The Quality Assurance Of Education, Training And Development In The Banking Sector

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning

116Caution: Small sample sizes

Source: TMS Research – August 2010

Page 117: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=109) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0

10

20

30

40

50

60

70

80

90

100

1912 17

35 39

20

45 53 41

42 40

50

10 910

11 8 204

126

7 7 5

97

4

2 1 513 7

22

4 5

The BANKSETA ETQA Handles Your Queries In A Quick And Efficient Way

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning

Caution: Small sample sizes117Source: TMS Research – August 2010

Page 118: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=110) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0

10

20

30

40

50

60

70

80

90

100

2413 15

23 23 25

4251 43

50 5435

10 1513

10 8

15

59

8

8 5 2065 2 1

514 7

217 8

The BANKSETA ETQA Guidelines And Other Documents Are Helpful In Aligning Education And Train-ing Practices With The NQF

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning

Caution: Small sample sizes118Source: TMS Research – August 2010

Page 119: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2009 (n=34) Total 2010 (n=83)0

10

20

30

40

50

60

70

80

90

100

26 25

41 40

15 18

3 715 8

1

The BANKSETA Communicates Legislation De-velopments Well

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning SDF’s only

Total 2009 (n=34) Total 2010 (n=83)0

10

20

30

40

50

60

70

80

90

100

47 46

4136

3 119 2

41

The BANKSETA Provides Adequate Support With WSP Reports And Skills Development Reports

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don't Know

119Source: TMS Research – August 2010

Page 120: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2009 (n=16) Total 2010 (n=20)0

10

20

30

40

50

60

25

55

19

10

19

1012.5 13

5

1315

5

In Your Opinion, Which Is The Most Important Element Of The BANKSETA ETQA Services?

Accreditation

Internal Quality Assurance

Qualifications / Unit standards

Assessor & Moderator

Learner achievements and certification

Skills Programme / Learning material evaluation

Assessments

External moderation

Other*

Quality Life Long Learning

Note:* Other includes ResponsivenessSource: TMS Research – August 2010

ETQA Accredited Providers only

Caution: Small sample sizes120

Page 121: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Accreditation

Internal Quality Assurance

Qualifications / Unit standards

Assessor & Moderator

Learner achievements and certification

Skills Programme / Learning material evaluation

Assessments

External moderation

Other*

0

10

20

30

40

50

60 55

10 105

15

5

20

10

30

510

25

15 1520

25

10 105

In Your Opinion, Which Are The 3 Most Important Elements Of The ETQA Services?

Rank 1 Rank 2 Rank 3

Quality Life Long Learning

Notes: Other includes ResponsivenessSource: TMS Research – August 2010

Caution: Small sample sizes121

Slide

added

in 2010

ETQA Accredited Providers only

Page 122: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0.0

1.0

2.0

3.0

4.0

5.0

3.5

4.1 4.0

3.5 3.53.3 3.3 3.3 3.1

4.1 4.04.2 4.1 4.1

3.63.8 3.8 3.9

Average Rating Of Attributes Using A Scale Where 1 = Poor And 5 = Excellent

Total 2009 (n=16) Total 2010 (n=20)

Quality Life Long Learning

Caution: Small sample sizes122

ETQA Accredited Providers only

Source: TMS Research – August 2010

Page 123: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Discretionary Grants

123

Page 124: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=17) Total 2008 (n=14) Total 2009 (n=12) Total 2010 (n=21) Committees (n=16)* Project Steering Committees (n=5)

0

10

20

30

40

50

60

70

80

90

100

82

57

83 8188

60

82

57

7571

75

60

71

43

75

8681

100

24

14

67

57

69

20

41

57 5862 63 60

5357

5057

75

24

43

33 3338

20

8.33333333333334 106

20

To What Do You Believe Discretionary Grants Should Be Allocated?

Learnerships Training for designated groups Management and Leadership Training SME Development Generic Sector Training

Research Promoting the NQF Other

Discretionary Grants

Note: *Committees added in 2009. Other includes: Alignment to the QCTO and Company specific needed skills. Source: TMS Research – August 2010

Caution: Small sample sizes

124

Page 125: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Development Programmes

125

Page 126: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=30)0

10

20

30

40

50

60

10

27

10

53

I Was A Participant In One Of The Following Programmes

CMD

IEDP

Learnerships

PhD, Masters & Executive programme beneficiaries

Various skills programmes

Development Programmes

Caution: Small sample sizes

Question

added

in 2010

126

Employed Beneficiaries only

Total 2010 (n=30)0

10

20

30

40

50

60

70

80

90

100

83

17

Were You Aware That The BANKSETA Sponsored Your Programme?

Yes No

Question

added

in 2010

Source: TMS Research – August 2010

Page 127: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

7.5 7.5 7.7 7.77.4

7.9

How Satisfied Are You With The Executive Development Programme You Are Currently Participating In Or Participated In, In The Past?

Scale: 1 = Not at all satisfied, 10 = Extremely satisfied

Development Programmes

Caution: Small sample sizes127Source: TMS Research – August 2010

Page 128: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Development Programmes

Total

2008

(n=57

)

Total

2009

(n=43

)

Total

2010

(n=16

)

Compa

ny B

enef

iciar

ies (n

=13)

Emplo

yed

Benef

iciar

ies (n

=3)0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

4.3 4.34.0 4.0

4.34.0 4.04.0

4.4 4.44.7

Programme Performance RatingsScale: 1 = Poor, 5 = Excellent

The performance of BANKSETA’s international partner(s) for your programmeThe programme’s relevance in terms of global management and leadership developmentThe performance of BANKSETA’s local provider(s) for your programme

N/A N/A

128

N/A N/A

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 129: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0

20

40

60

80

100

16 16

48 39 33

6721

46

3439 40

33

9

11

6 11 13

24

11330

18 62.4875621890547211 13

The Program In Which I Participated Addressed The Skills Needs / My Development Needs

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

0

20

40

60

80

100

29 26

59 50 476718

37

3033 33

33

11

11

6 7

7

436

2361.9900497512437911 13

The Development Programmes Offered By The BANKSETA Are Worthwhile

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Development Programmes

129Source: TMS Research – August 2010

Caution: Small sample sizes

Page 130: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0102030405060708090

100

19 25

5639 33

672635

32

3940

33

15

9

211 1340

196

11

22

11 13

The Development Program In Which I Partici-pated Made A Valuable Contribution To The

Organisation / To My Career

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N / A or Don’t Know

Development Programmes

130

Total 2010 (n=3)0

10

20

30

40

50

60

70

80

90

100

33

67

The Programmes Sponsored By The BANKSETA and Implemented By My Employer, Have Pro-

vided Me With The Technical Foundation To Per-form My Current Job Role

Strongly Agree Agree Indifferent Disagree

Strongly Disagree

Question

added in

2010

Employed Beneficiaries only

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 131: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=34) Company Beneficiaries (n=15) Employed Beneficiaries (n=19)0.0

2.0

4.0

6.0

8.0

10.0

12.0

9.5 9.7 9.49.0 8.9 9.19.0

9.58.68.9 9.1 8.78.9 9.3

8.68.4 8.78.27.9

8.8

7.3

Average Rating of Importance of Attributes using a scale where 1 = Not at all important and 10 = Ex-tremely important

Effectiveness of training Gaining a suitable qualifications from the programme

Interactions with the instructors / facilitators Gaining skills to improve my future employment prospects

Appropriateness of training content Exposure to a coach and mentor from the banking sector

Interactions with fellow learners

Development ProgrammesQuestion

asked to

these

divisions

in 2010

131Source: TMS Research – August 2010

Caution: Small sample sizes

Page 132: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Company Beneficiaries (n=15)0

10

20

30

40

50

60

70

80

9080

33

53

67

What Was Your Motivation For Participation In The Programme?

(Multiple Mention Possible)

To improve skills

To gain knowledge of a particular subject area

To improve business prospects in general

To acquire sills to improve future business prospects

Development Programmes

Note: *Other includes: To broaden my horizons ; To build my career to have the skills to run my own businessSource: TMS Research – August 2010

132

Employed Beneficiaries (n=19)0

10

20

30

40

50

60

70

80

26

74

42

1611

What Was Your Motivation For Participation In The Programme?

(Multiple Mention Possible)

To improve work readiness competency

To gain knowledge of a particular subject area

To improve career prospects in general

To acquire skills to improve future employment prospects

Other*

Caution: Small sample sizes

Page 133: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Service Providers

133

Page 134: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=15) Operational Suppliers (n=10) Project Providers (n=5)0

10

20

30

40

50

60

70

80

90

100

13 1020

1310

2020 30

53 5060

How Long Have You Been A Service Provider To The BANKSETA?

Less than 6 mnths 6 mnths - 1 yr 1 - 2 yrs More than 2 yrs

Service Providers

134

Question

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 135: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Is The Nature Of The Service You Provide To The BANKSETA? (Project Providers)  All Mentions(n=5)

Design and development of learning materials for the compliance environment 1

Business consulting services such as 'Building a Better Business'. Investors in People Support with WSP/ATR submissions 1

Research services 1

Research, material development and training 1

Skills development training voucher system 1

Service Providers

135

Question

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 136: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

What Is The Nature Of The Service You Provide To The BANKSETA? (Operational Suppliers) All Mentions(n=10)

Printing services 1

Supply Chain Management 1

Financial and accounting back office work 1

Landlord - BANKSETA rent premises from us. 1

Telecommunications service provider 1

Cellphone communication 1

Short term insurance policies 1

Supply of water 1

Switchboard Supplier 1

Events Supplier - Advertising 1

Service Providers

136

Question

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 137: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

6.5

7.0

7.5

8.0

8.5

9.0

4.0 4.0 4.1 3.9 4.33.9 4.0 4.0 3.9 4.24.2 4.3 4.4 4.4 4.64.3 4.3 4.5 4.2 4.7

8.68.5 8.5 8.5

7.5

Average Rating of BANKSETA Factors

Total 2007 (n=60) Total 2008 (n=60) Total 2009 (n=36) Total 2010 (n=15)

NB Total 2010 (n=15)

Avera

ge P

erf

orm

an

ce R

ati

ng

Avera

ge Im

po

rtan

ce R

ati

ng

Sca

le o

f 1 to

5, w

he

re 1

= P

oo

r a

nd

5 =

Exc

elle

nt

Service Providers

137

Sca

le o

f 1

to 1

0 w

he

re 1

= N

ot a

t a

ll im

po

rta

nt

and

10

= E

xtre

me

ly I

mp

ort

ant

Importance 2010

Performance

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 138: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

1.0

2.0

3.0

4.0

5.04.6 4.6 4.7

4.4

4.7

Average Rating Of Performance Of BANKSETA in the Following Areas(n=15)

Ave

rag

e P

erfo

rman

ce R

atin

g

Service Providers

Note: Question posed to Operational Suppliers and Project ProvidersSource: TMS Research – August 2010

138

New

factors

added in

2010

Scale of 1 to 5, where 1 = Poor and 5 =Excellent

Caution: Small sample sizes

Page 139: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=60)

Total 2008 (n=59)

Total 2009 (n=36)

Total 2010 (n=15)

Operational Suppliers

(n=10)

Project Providers

(n=5)

0

10

20

30

40

50

60

70

80

90

100

5164

92 87100

60

19

15

6 13

40

2

28

519

142 2.77777777777782

I Want To Continue Working With The BANKSETA

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don’t Know

Service Providers

On A Scale Of 1 To 10 Where 1 = Extremely Unhappy And 10 = Extremely Happy, How Happy Are You With

Your Relationship With The BANKSETA?*

Total 2007 (n=60) 8.1

Total 2008 (n=60) 8.2

Total 2009* (n=36) 8.5

Total 2010 (n=15) 8.7

139Source: TMS Research – August 2010

Caution: Small sample sizes

Page 140: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=15

)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)0

10

20

30

40

50

60

70

80

90

100

67 7060

20 1040

710

7 10

I Understand What The BANKSETA Objectives Are

Strongly Agree Agree Indifferent Disagree

Strongly Disagree N/A or Don’t Know

Service Providers

140

Total

2010

(n=15

)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)0

10

20

30

40

50

60

70

80

90

100

8090

60

1340

7 10

I Want To Be Associated With The BANKSETA Brand

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don’t Know

New

statement

added in

2010

New

statement

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 141: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=15

)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)0

10

20

30

40

50

60

70

80

90

100

53 60

40

27 1060

710

13 20

I Understand What The BANKSETA Brand Stands For

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don’t Know

Service Providers

141

Total

2010

(n=15

)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)0

10

20

30

40

50

60

70

80

90

100

6070

40

27 1060

710

7 10

I Understand My Role In Assisting The BANKSETA To Achieve Its Objectives

Strongly Agree Agree Indifferent

Disagree Strongly Disagree N/A or Don’t Know

New

statement

added in

2010New

statement

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 142: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total

2010

(n=15

)

Opera

tiona

l Sup

plier

s (n

=10)

Projec

t Pro

vider

s (n

=5)0

10

20

30

40

50

60

70

80

90

100

67 7060

27 20 40

7 10

The BANKSETA Brand Is Well Known

Strongly Agree Agree Indifferent Disagree

Strongly Disagree N/A or Don’t Know

Service Providers

142

New

statement

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 143: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Learners

143

Page 144: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=80)

Total 2008 (n=59)

Total 2009 (n=36)

Total 2010 (n=101)

0

10

20

30

40

50

60

70

80

90

100

198 14

24

8193 86

76

Have You Ever Dealt Directly With The BANKSETA?

Yes No

Learners

If Not, Who Did You Liaise With? (n=77) %

Liaison Support Officer / Learner Support Officer 47

Employment Officer at Kelly 33

Career Wise 23

Expression Employment - Reference Hilda 1

Filled in form via internet 1

Learning Administrator 1

Don’t Recall 1

144Source: TMS Research – August 2010

Page 145: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2007 (n=80) Total 2008 (n=80) Total 2009 (n=80) Total 2010 (n=101)0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

7.9 7.78.3 8.4

On A Scale Of 1 To 10 Where 1 = Not At All Satisfied And 10 = Extremely Satisfied, How Satisfied Are You With The Programme You Participated In?

Learners

145Source: TMS Research – August 2010

Page 146: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2009 (n=80) Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

3038

5649

14 14

In Terms Of Your Expectations Of The BANKSETA-sponsored Programme That You Attended, Which Of The Following Would Best Describe Your Views

The programme exceeded my expectations to improve my career opportunities in general

The programme met my expectations to improve my career opportunities in general

The programme fell short of my expectations to improve my career opportunities in general

Learners

146Source: TMS Research – August 2010

Page 147: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2009 (n=80) Total 2010 (n=101)0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0 9.2 9.39.2 9.38.9 9.29.1 9.1

8.7 9.08.7 9.08.8 8.9

Average Rating Of Importance Of Attributes Using A Scale Where 1 = Not At All Important And 10 = Ex-tremely Important

Gaining skills to improve my future employment prospects Gaining a suitable qualifications from the programme

Effectiveness of training Interactions with the instructors / facilitators

Exposure to a coach and mentor from the banking sector Interactions with fellow learners

Appropriateness of training content

Learners

147Source: TMS Research – August 2010

Page 148: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2009 (n=80) Total 2010 (n=101)0

10

20

30

40

50

60

70

80 73

5964

58

46

3339

25

14

38

What Was Your Motivation For Participation In The Programme?

(multiple mention possible)

To improve career prospects in general

To acquire skills to improve future employment prospects

To improve work readiness competency

To gain knowledge of a particular subject area

Other

Learners

148

What Was Your Motivation For Participation In The Programme: Other Reasons (n=38) %

Required the practical experience - To qualify for a job / To gain practical experience after studies / Gain knowledge / Gain skills / Financial career

55

To get a qualification / For personal growth 16

I am interested in / love banking 13

I wanted a good qualification despite not be able to afford to study at varsity / being unable to complete my studies

11

I was unemployed at the time 3

Source: TMS Research – August 2010

Page 149: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Learners

149

Total 2009 (n=79) Total 2010 (n=101)0

10

20

30

40

50

60

7062

66

61313 12

19

9

Please Indicate What Other Training / Development Option You Considered When Deciding Whether

To Participate?

None

Formal qualifications / Other studies (sponsored by self)

Short courses (sponsored by self)

Other

Training / development options considered: Other options (n=9) %

At school at the time 1%

Computer course - Government sponsored 1%

Diploma in Multi-Media 1%

Financial information-technology course 1%

Graduate programme 1%

Half an honours degree in Economics 1%

Just finished my BA and wanted a hands on experience 1%

Learner - admin training course 1%

Metallurgy - could not complete National Diploma 1%

Source: TMS Research – August 2010

Page 150: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=31)0

10

20

30

40

50

60

70

80

90

100

68

32

Did You Ever Attend One Of These Sessions?

Yes No

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

31

69

Are You Aware That The BANKSETA Schedules Quality Assurance Site Visits To

Engage With Unemployed Learners On Learnerships?

Yes No

Learners

150

Question

added in

2010

Question

added in

2010

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 151: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=21)0

10

20

30

40

50

60

70

80

90

100

5

43

52

Please Rate The BANKSETA’S Profes-sionalism In Addressing Your Questions

In This Session

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Learners

151

Question

added in

2010

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

311

42 42

3

Please Rate The Programme’s Relevance In Terms Of Exposure To The World Of Work And To The Broader Banking And Micro

Finance Sector?

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Question

added in

2010

Average Rating: 4.5 Average Rating: 4.3

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 152: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

1

11

3226

31

Rate Your Satisfaction With The Performance Of The Recruitment Agency That The BANK-

SETA Partnered With, To Recruit You For This Programme That You Attended

Poor Below Average Average Very goodExcellent Don’t Know / N/A

Learners

152

Question

added in

2010

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

1

1218

38

24

8

Please Rate Your Satisfaction With The Per-formance Of The Learning Administration

Agency That The BANKSETA Uses To Keep The Learners Up-to-date With Human Re-

sources Matters, Important Notices And Per-tinent Communication Of The Programme That

You Attended

Poor Below Average Average Very goodExcellent Don’t Know / N/A

Question

added in

2010

Average Rating: 4.2 Average Rating: 3.8

Source: TMS Research – August 2010

Page 153: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

311

39

48

Please Rate Your Satisfaction With The Per-formance Of The Training Provider That The BANKSETA Partnered With, To Deliver Your

Programme

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Learners

153

Question

added in

2010

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

211

44 43

1

The Learnership I Attended Contributed Towards Relevant Work Experience

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Question

added in

2010

Average Rating: 4.3Average Rating: 4.3

Source: TMS Research – August 2010

Page 154: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Legislative Bodies

154

New

Section

Added In

2010

Page 155: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Legislative Bodies

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

Friendliness Of BANKSETA Personnel(n=5)

% o

f su

b-s

amp

le

155

Which Government Department or Legislative Body do you represent?  Frequency

Financial Services Board 1

THETA 1

INSETA 1

WRSETA 1

Auditor General 1

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 156: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Legislative Bodies

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

70

80

90

20

80

Timeous payment of invoices where applicable(n=5)

% o

f su

b-s

amp

le

156

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

5

10

15

20

25

30

35

40

4540

20

40

Promptness Of Response To Requests (n=5)

% o

f su

b-s

amp

le

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 157: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Legislative Bodies

157

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

5

10

15

20

25

30

35

40

4540 40

20

Effectiveness Of The BANKSETA's Communication With Me As A Legislative Body

(n=5)

% o

f su

b-s

amp

lePoor Below

averageAverage Very

GoodExcellent N/A or

Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

Providing Me With The Information I Need Timeously

(n=5)

% o

f su

b-s

amp

le

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 158: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Legislative Bodies

158

Effect

ivene

ss o

f the

BANKSETA’s

com

mun

icatio

n wit.

..

Prom

ptne

ss o

f res

pons

e to

requ

ests

Friend

lines

s of

BANKSETA p

erso

nnel

Provid

ing m

e with

the

infor

mat

ion I

need

tim

...

Timeo

us p

aym

ent o

f inv

oices

whe

re a

pplic

...3.03.23.43.63.84.04.24.44.64.85.0

012345678910

3.84.0

4.2 4.2

5.0

9.2 9.2 9.0 9.08.0

Average Importance and Performance Of Factors In Terms Of Dealings With BANKSETA

2010 Performance (n=5) 2010 Importance (n=5)

Per

form

ance

The average rating of how happy respondents are with their relationship with the BANKSETA, on a scale of 1 to 10 where 1 = Extremely Unhappy and 10 = Extremely Happy, is 8.4.

Importance and Performance

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 159: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

MoU’s and Joint Ventures

159

New

section

added in

2010

Page 160: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

MoU’s and Joint ventures

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40

20 20

A Timeous Response To The Application Was Received By The Training Provider

(n=5)

% o

f su

b-s

amp

le

160

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

The Training Provider Received An Evaluation Ap-plication Within 30 Days Of Receipt Of The Applica-

tion Received By BANKSETA(n=5)

% o

f su

b-s

amp

le

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 161: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

MoU’s and Joint ventures

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

BANKSETA Provided Feedback To The Provider And The Primary SETA

(n=5)

% o

f su

b-s

amp

le

161

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40

20 20

The Training Provider Was Satisfied With The Manner In Which The Application Was Handled.

(n=5)

% o

f su

b-s

amp

le

Source: TMS Research – August 2010

Caution: Small sample sizes

Page 162: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

MoU’s and Joint ventures

162

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

The Manner In Which The Application Was Handled Ensured That A Effective Relationship Between The Primary SETA And

BANKSETA Was Maintained(n=5)

% o

f su

b-s

amp

le

Caution: Small sample sizes

Source: TMS Research – August 2010

Page 163: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Agenda

• Introduction

• Executive Summary

• Research Findings

• Next Steps

163

Page 164: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Next Steps

Despite improved results, we would suggest following this quantitative CSI with a qualitative phase consisting of personal,

in-depth interviews as has been done in previous years.

This qualitative phase is generally very beneficial in understanding key areas of poor performance as well as areas of

excellence.

It is proposed the following process be followed:

1. The final CSI presentation be perused by all managers

2. Each manager is to identify areas (if any) and categories (if any) which they feel they would like to address

3. Such areas could include potential problem areas e.g. a poor performance rating or low usage levels etc.

4. TMS will then consolidate the feedback from the various managers and draft discussion guides which will address

the particular issues.

5. In the case of a poor performance issue, TMS will undertake to source those respondents who specifically gave poor

ratings. In the past, this has helped specifically to identify and rectify service issues since we are speaking

specifically to those who are dissatisfied

In keeping with the methodology used in previous years, we would propose a sample of 30 in-depth interviews

164

Page 165: BANKSETA Annual Customer Satisfaction Research Quant Findings 2010 ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR BANKSETA 1.

Thank You

165