Evaluation of Stakeholder Satisfaction with the Services of the ApprentiCentre


In 2009, Shelby Consulting was contracted by the Department of Education and Training to conduct a baseline and annual stakeholder satisfaction survey. Around 500 respondents were drawn from industry, employers and apprentices who used the services provided by ApprentiCentre to the Department. The evaluation included expectations of the role and services provided by ApprentiCentre, stakeholders’ level of satisfaction with the services and recommendations regarding potential additional services and improvements to the service.

Quantitative and qualitative data was collected, collated and analysed and reports were produced that consolidated information gained during each survey period and reported on stakeholders’ expectations and level of satisfaction over a two year period. Recommendations were also provided, each year, regarding potential additional services required by stakeholders and ways to improve ApprentiCentre’s service to clients.

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