BANKSETAAnnual Customer Satisfaction
ResearchQ u a n t F i n d i n g s
2 0 1 0
ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR
BANKSETA
1
Agenda
• Introduction
• Executive Summary
• Research Findings
• Next Steps
2
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.
3
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.
4
SampleThere 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
5
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
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:
6
Agenda
• Introduction
• Executive Summary
• Research Findings
• Next Steps
7
Executive Summary (I)
8
• 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.
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
Executive Summary (III)
10
• 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.
Agenda
• Introduction
• Executive Summary
• Research Findings
• Next Steps
11
Service Delivery
12
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
4.24.0 4.1
4.33.9
4.13.9
4.2 4.34.1 4.0 4.0
4.33.9 4.0 4.0 4.1
4.34.2 4.0 4.14.4
4.0 3.94.1 4.2 4.44.2
4.0 4.2 4.24.0 4.0 3.9
4.2 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
13
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
118
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
0 3
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
Service Delivery
Poor
Below av
erage
Averag
e
Very G
ood
Excell
ent
N/A or
Don
't Kno
w0
10
20
30
40
50
60
0 1
12
56
29
11 3
15
52
27
21 1
16
47
34
22 1
11
4539
1
Effectiveness
2007 (n=234) 2008 (n=259) 2009 (n=377) 2010 (n=218)
15
2007
2008
2009
2010
Source: TMS Research – August 2010
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
24 1
11
3844
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
3945
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
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
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
05
101520253035404550
14
26
40
27
21 3
24
41
29
11 3
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
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 DeliveryAverage Rating of BANKSETA importance using a Scale of 1 = Not at all important and 10 = Extremely important
Importance
19Source: TMS Research – August 2010
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
4.3 4.1 4.33.9
4.1 4.1 3.9 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
Perfo
rman
ce
Impo
rtanc
e
20Source: TMS Research – August 2010
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
4.1 4.34.6 4.4
4.1 4.04.3
4.0
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
Perfo
rman
ce
Impo
rtanc
e
21Source: TMS Research – August 2010
Caution: Small sample sizes
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 4.0
4.24.24.5
4.2 4.3 4.34.0 4.2
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
Perfo
rman
ce
Impo
rtanc
e
22Source: TMS Research – August 2010
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
3.73.2
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
Perfo
rman
ce
Impo
rtanc
e
23Source: TMS Research – August 2010
Caution: Small sample sizes
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 4.4 4.3 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
Perfo
rman
ce
Impo
rtanc
e
24Source: TMS Research – August 2010
Caution: Small sample sizes
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
Perfo
rman
ce
Impo
rtanc
e
25Source: TMS Research – August 2010
Caution: Small sample sizes
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
4.34.6
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
Perfo
rman
ce
Impo
rtanc
e
26Source: TMS Research – August 2010
Caution: Small sample sizes
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
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 sizes28
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
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5 4.64.4 4.4 4.26666666666667 4.4
4.066666666666674.266666666666674.266666666666674.333333333333364.2
4.04.2 4.2
4.0 4.0 3.94.2
4.44.24.0 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 DeliveryAverage 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
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
8.8 8.7 8.7 8.7 8.78.5
8.5
Importance Rating Gap Analysis
Staff 2010 (n=15) Stakeholders 2010 (n=218)
Caution: Small sample sizes
Importance
Source: TMS Research – August 2010
Staff
31
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 sizes32
Stakeholder Figures
12%
59%
30%
Source: TMS Research – August 2010
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
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 sizes34
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
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 sizes35
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
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 sizes36
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
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 sizes37
New
question
added in
2010New
question
added in
2010
Source: TMS Research – August 2010
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 sizes38
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
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 sizes39
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
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 sizes40
New
question
added in
2010
New
question
added in
2010
Source: TMS Research – August 2010
Committees
41
Committees
Total 2
009 (
n=7)
Total 2
010 (
n=21
)
Committe
e Mem
bers
(n=16
)
Projec
t Stee
ring C
ommitte
es (..
.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 2
009 (
n=7)
Total 2
010 (
n=21
)
Committe
e Mem
bers
(n=16
)
Projec
t Stee
ring C
ommitte
es (..
.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
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
Information Systems
(Skills)
44
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
1623 24
28
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
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
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
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 registrationTraining provider recordsLearner achievement uploading & submissions
Information System(Skills)
48
ETQA Accredited Providers only
Question
added in
2010
Caution: Small sample sizesSource: TMS Research – August 2010
Research
49
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)
0102030405060708090
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
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)
0102030405060708090
100
15 23 25 29 2440
25
32
42 45 4341
40 7521
912
2024
1319
26 34 3
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
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)
0102030405060708090
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
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)
0102030405060708090
100
255 10
56
7476
4867
31
100
19 21 14
5233
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
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)
0102030405060708090
100
2542
2443
54
22
10050
47
43
52 38
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
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 82.56410256410257 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
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)
0102030405060708090
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
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
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
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
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
Communication
61
Total 2
007 (
n=31
7)
Total 2
008 (
n=31
7)
Total 2
009 (
n=45
4)
Total 2
010 (
n=31
0)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
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
Total 2
007 (
n=19
1)
Total 2
008 (
n=20
0)
Total 2
009 (
n=17
2)
Total 2
010 (
n=13
0)
Compa
ny B
enefi
ciarie
s (n=
9)
Employe
d Ben
eficia
ries (
n=12
)
Operat
ional
Suppli
ers (n
=1)
SDF's (n=
65)
Committe
es (n
=13)
Projec
t Stee
ring C
ommite
es(n=
2)
ETQA Acc
redite
d Prov
iders
(n=8)
MoUs a
nd Jo
int V
entur
es (n
=2)
Staff (n
=13)
Learn
ers (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 sizes 63Source: TMS Research – August 2010
Total 2
010 (
n=11
7)
Compa
ny B
enefi
ciarie
s (n=
9)
Employe
d Ben
eficia
ries (
n=12
)
Operat
ional
Suppli
ers (n
=1)
SDF's (n=
65)
Committe
es (n
=13)
Projec
t Stee
ring C
ommite
es(n=
2)
ETQA Acc
redite
d Prov
iders
(n=8)
MoUs a
nd Jo
int V
entur
es (n
=2)
Learn
ers (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
Total 2
007 (
n=23
7)
Total 2
008 (
n=26
8)
Total 2
009 (
n=45
1)
Total 2
010 (
n=31
0)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
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
Total 2
007 (
n=18
3)
Total 2
008 (
n=20
7)
Total 2
009 (
n=33
6)
Total 2
010 (
n=20
0)
Compa
ny B
enefi
ciarie
s (n=
13)
Employe
d Ben
eficia
ries (
n=17
)
Operat
ional
Suppli
ers (n
=7)
Projec
t Prov
iders
(n=5)
SDF's (n=
68)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
4)
Legis
lative
Bod
ies (n
=4)
ETQA Acc
redite
d Prov
iders
(n=17
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (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
Total 2
007 (
n=19
2)
Total 2
008 (
n=21
2)
Total 2
009 (
n=33
2)
Total 2
010 (
n=20
0)
Compa
ny B
enefi
ciarie
s (n=
13)
Employe
d Ben
eficia
ries (
n=17
)
Operat
ional
Suppli
ers (n
=7)
Projec
t Prov
iders
(n=5)
SDF's (n=
68)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
4)
Legis
lative
Bod
ies (n
=4)
ETQA Acc
redite
d Prov
iders
(n=17
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (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
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
Total 2
010 (
n=18
6)
Compa
ny B
enefi
ciarie
s (n=
13)
Employe
d Ben
eficia
ries (
n=17
)
Operat
ional
Suppli
ers (n
=7)
Projec
t Prov
iders
(n=5)
SDF's (n=
68)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
4)
Legis
lative
Bod
ies (n
=4)
ETQA Acc
redite
d Prov
iders
(n=17
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (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
Total 2
007 (
n=31
7)
Total 2
008 (
n=34
8)
Total 2
009 (
n=45
6)
Total 2
010 (
n=31
0)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
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
Total 2
007 (
n=10
4)
Total 2
008 (
n=95
)
Total 2
009 (
n=10
0)
Total 2
010 (
n=78
)
Compa
ny B
enefi
ciarie
s (n=
4)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
SDF's (n=
34)
Committe
es (n
=8)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=1)
ETQA Acc
redite
d Prov
iders
(n=5)
MoUs a
nd Jo
int V
entur
es (n
=1)
Staff (n
=8)
Learn
ers (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
Total 2
007 (
n=10
4)
Total 2
008 (
n=95
)
Total 2
009 (
n=10
0)
Total 2
010 (
n=77
)
Compa
ny B
enefi
ciarie
s (n=
4)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
SDF's (n=
34)
Committe
es (n
=8)
Projec
t Stee
ring C
ommite
es(n=
4)
ETQA Acc
redite
d Prov
iders
(n=5)
MoUs a
nd Jo
int V
entur
es (n
=1)
Learn
ers (n
=3)
Staff (n
=8)0
1
2
3
4
5
3.8 3.8 3.6 3.93.5
4.13.5
3.94.3
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
Total 2
007 (
n=94
)
Total 2
008 (
n=89
)
Total 2
009 (
n=10
0)
Total 2
010 (
n=78
)
Compa
ny B
enefi
ciarie
s (n=
4)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
SDF's (n=
34)
Committe
es (n
=8)
Projec
t Stee
ring C
ommite
es(n=
4)
Legis
lative
Bod
ies (n
=1)
ETQA Acc
redite
d Prov
iders
(n=5)
MoUs a
nd Jo
int V
entur
es (n
=1)
Learn
ers (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 0.25 0.330000000000002
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
Total
2007
(n=1
92)
Total 2
008 (n
=195
)
Total 2
009 (n
=363
)
Total 2
010 (n
=295
)
Compa
ny Ben
eficia
ries (
n=15
)
Employe
d Ben
eficia
ries (
n=30
)
Operati
onal
Supplie
rs (n
=10)
Projec
t Pro
vider
s (n=
5)
SDF's (n=8
3)
Committees
(n=1
6)
Projec
t Stee
ring C
ommitees
(n=5)
Legis
lative B
odies (
n=5)
ETQA A
ccre
dited P
rovid
ers (
n=)
MoUs a
nd Jo
int V
enture
s (n=
5)
Learn
ers (
n=10
1)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
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
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
Total 2
009 (
n=12
4)
Total 2
010 (
n=78
)
Compa
ny B
enefi
ciarie
s (n=
7)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
Projec
t Prov
iders
(n=2)
SDF's (n=
24)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=2)
ETQA Acc
redite
d Prov
iders
(n=8)
MoUs a
nd Jo
int V
entur
es (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
Total 2
009 (
n=12
3)
Total 2
010 (
n=78
)
Compa
ny B
enefi
ciarie
s (n=
7)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
Projec
t Prov
iders
(n=2)
SDF's (n=
24)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=2)
ETQA Acc
redite
d Prov
iders
(n=8)
MoUs a
nd Jo
int V
entur
es (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
Total 2
009 (
n=12
0)
Total 2
010 (
n=78
)
Compa
ny B
enefi
ciarie
s (n=
7)
Employe
d Ben
eficia
ries (
n=8)
Operat
ional
Suppli
ers (n
=2)
Projec
t Prov
iders
(n=2)
SDF's (n=
24)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=2)
ETQA Acc
redite
d Prov
iders
(n=8)
MoUs a
nd Jo
int V
entur
es (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 sizes 79Source: TMS Research – August 2010
Total 2
010 (
n=29
5)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
0%10%20%30%40%50%60%70%80%90%
100%
0.0881355932203391 0.10.2
0.0481927710843374
0.625 0.60.4
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
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
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
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
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
Total 2
010 (
n=29
5)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
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
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
Total 2
010 (
n=29
5)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
-
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 sub
-sam
ple
Communication
Caution: Small sample sizes 87
Question
added in
2010
Note: Multiple mentionSource: TMS Research – August 2010
Total 2
010 (
n=29
5)
Compa
ny B
enefi
ciarie
s (n=
15)
Employe
d Ben
eficia
ries (
n=30
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
SDF's (n=
83)
Committe
es (n
=16)
Projec
t Stee
ring C
ommite
es(n=
5)
Legis
lative
Bod
ies (n
=5)
ETQA Acc
redite
d Prov
iders
(n=20
)
MoUs a
nd Jo
int V
entur
es (n
=5)
Learn
ers (n
=101)
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
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
Total 2
010 (
n=90
)
Compa
ny B
enefi
ciarie
s (n=
3)
Employe
d Ben
eficia
ries (
n=4)
Operat
ional
Suppli
ers (n
=5)
Projec
t Prov
iders
(n=5)
SDF's (n=
22)
Committe
es (n
=12)
Projec
t Stee
ring C
ommite
es(n=
1)
Legis
lative
Bod
ies (n
=3)
ETQA Acc
redite
d Prov
iders
(n=4)
MoUs a
nd Jo
int V
entur
es (n
=3)
Learn
ers (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
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
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
Internal
newsle
tter
Intrane
t
Staff meeti
ng
Depar
tmen
tal m
eetin
g
One on
one w
ith m
an...
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.666666666666667
0.1333333333333330.2
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
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
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
Skills Development
95
Total 2007 (n=95) Total 2008 (n=95) Total 2009 (n=94) Total 2010 (n=83)0
102030405060708090
100
84 84 81 73
16 16 19 27
Do You Contribute Skills Development Levies To The BANKSETA?
Yes No
Skills Development
96
SDF’s only
Source: TMS Research – August 2010
Total 2007 (n=80) Total 2008 (n=75) Total 2009 (n=76) Total 2010 (n=61)0
102030405060708090
100
34 2839 48
4952
4638
1 11 4 568 3 39 2.63157894736842 71 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
Total 2007 (n=80) Total 2008 (n=74) Total 2009 (n=76) Total 2010 (n=61)0
102030405060708090
100
31 2850 44
51 54
3334
1 7 5 747 1 590
3 74 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
Total 2007 (n=80) Total 2008 (n=75) Total 2009 (n=76) Total 2010 (n=61)0
102030405060708090
100
26 2339 46
49 53
43 31
10 128 13
611 3 38 1
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
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 4.3
4.04.3 4.3 4.3
3.94.3 4.2 4.3
4.04.3 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
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
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
Learnerships
103
Total 2007 (n=52)
Total 2008 (n=49)
Total 2009 (n=44)
Total 2010 (n=23)
0102030405060708090
100
79 71 64 70
21 29 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
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
Total 2
007 (n
=16)
Total 2
008 (n
=15)
Total 2
009 (n
=24)
Total 2
010 (n
=16)
SDF's (n
=11)
Project
Steerin
g Committe
es (n
=5)0
102030405060708090
100
19
47 4225 27 20
50
33 4656
64
40
67 13
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
Total 2
007 (
n=16
)
Total 2
008 (n
=15)
Total 2
009 (n
=24)
Total 2
010 (
n=16
)
SDF's (n
=11)
Projec
t Stee
ring C
ommittees
(n=5)
0102030405060708090
100
3113 17 13 23
25 67 6350
4160
31
13 819
32
13 4.1666666666666703 4.166666666666676.25
207 4
135
20
The Range Of Learnerships Are Relevant To My Company’s Skills Needs.
Strongly Agree AgreeIndifferent DisagreeStrongly Disagree Don’t Know / N/A
Learnerships
Caution: Small sample sizes106Source: TMS Research – August 2010
0102030405060708090
100
31 27 21 13 9 20
44 53 54 75 9140
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
29 19 18 20
3860
46 63 7340
19 1321 13
9
206 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
0102030405060708090
100
317
2919 18 20
2560
42 5673
20
137
17 6
931 20
46
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
0102030405060708090
100
25 33 29 25 27 20
44
5350 56
64
40
138.33333333333334
19 7 8 139
20
7 4.166666666666676.2520
The BANKSETA Is Able To Assist You With Your Queries About Learnerships
Strongly Agree AgreeIndifferent DisagreeStrongly Disagree Don’t Know / N/A
Learnerships
Caution: Small sample sizes108Source: TMS Research – August 2010
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
4756
6152
100
54
37
56
3943
60
46
35
49
61 61
20
39 37
47 46 43
60
34 3742
50 48
60
10 10 1321
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 skillsOther
% o
f sub
-sam
ple
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
Total 2010 (n=8)0
102030405060708090
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
102030405060708090
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
2010 Question
added in
2010
Source: TMS Research – August 2010
Total 2010 (n=3)0
102030405060708090
100
33
67
Did You Ever Attend One Of These Sessions?
Yes No
Total 2010 (n=8)0
102030405060708090
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
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 ExcellentDon’t Know / N/A
Learnerships
Caution: Small sample sizes112
Employed Beneficiaries only
Question
added in
2010
Source: TMS Research – August 2010
Quality Life Long Learning
113
0102030405060708090
100
26 21 2141
69
4025
53
5553 54
46
31
45
100 50
475
9 106 7
153 6 2
2 2 55 92
1 1 55 211 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
0102030405060708090
100
23 20 1737 33
75
25
53
47 48 53
43 48
13
40
45
4714 12 1310 10
6
40
155 8 5
3 16
104 6 13 2 20
57 5 11 4 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
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
102030405060708090
100
23 19 2140 37 35
60
46 47 47
43 4635
4011 14 7
10 10204 7
6
3 1 106
91
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
Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=109) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0
102030405060708090
100
19 12 1735 39
20
45 53 41
42 40
50
10 910
11 8 204 126
7 7 59
7
4
2 1 513 722
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
Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=110) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0
102030405060708090
100
2413 15 23 23 25
4251 43
50 5435
10 1513
10 8
15
5 98
8 5 2065 2 1
514 721
7 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
Total 2009 (n=34) Total 2010 (n=83)0
102030405060708090
100
26 25
41 40
15 183 715 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
102030405060708090
100
47 46
41 36
3 119 241
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
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
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
0.0
1.0
2.0
3.0
4.0
5.0
3.5
4.1 4.03.5 3.5
3.3 3.3 3.3 3.1
4.1 4.0 4.2 4.1 4.13.6 3.8 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
Discretionary Grants
123
Total 2007 (n=17) Total 2008 (n=14) Total 2009 (n=12) Total 2010 (n=21) Committees (n=16)* Project Steering Committees (n=5)
0102030405060708090
100
82
57
83 8188
60
82
57
75 71 75
6071
43
7586
81
100
2414
6757
69
20
41
57 58 62 63 6053 57
5057
75
24
4333 33
38
20
8.33333333333334 10 6
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
Development Programmes
125
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
102030405060708090
100
83
17
Were You Aware That The BANKSETA Sponsored Your Programme?
Yes No
Question
added
in 2010
Source: TMS Research – August 2010
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 7.7 7.47.9
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
Development Programmes
Total 2
008 (
n=57
)
Total 2
009 (
n=43
)
Total 2
010 (
n=16
)
Compa
ny B
enefi
ciarie
s (n=
13)
Employe
d Ben
eficia
ries (
n=3)
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
54.3 4.3
4.0 4.04.3
4.0 4.04.04.4 4.4
4.7
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
0
20
40
60
80
100
16 1648 39 33
672146
34 39 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 AgreeIndifferent DisagreeStrongly Disagree Don’t Know / N/A
0
20
40
60
80
100
29 2659 50 47
671837
3033 33
33
1111
6 7
74
36 23 61.9900497512437911 13
The Development Programmes Offered By The BANKSETA Are Worthwhile
Strongly Agree AgreeIndifferent DisagreeStrongly Disagree Don’t Know / N/A
Development Programmes
129Source: TMS Research – August 2010
Caution: Small sample sizes
0102030405060708090
100
19 25
5639 33
672635
3239
40
33
159
2 11 134019
6
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 DisagreeStrongly Disagree
Question
added in
2010
Employed Beneficiaries only
Source: TMS Research – August 2010
Caution: Small sample sizes
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
Company Beneficiaries (n=15)0
102030405060708090
80
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 competencyTo gain knowledge of a particular subject areaTo improve career prospects in generalTo acquire skills to improve future employment prospectsOther*
Caution: Small sample sizes
Service Providers
133
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
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
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
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)
Ave
rage
Per
form
ance
Rat
ing
Ave
rage
Impo
rtan
ce R
atin
g
Sca
le o
f 1 to
5, w
here
1 =
Poo
r and
5 =
Exc
elle
nt
Service Providers
137
Sca
le o
f 1 to
10
whe
re 1
= N
ot a
t all
impo
rtant
and
10=
Ext
rem
ely
Impo
rtant
Importance 2010
Performance
Source: TMS Research – August 2010
Caution: Small sample sizes
1.0
2.0
3.0
4.0
5.04.6 4.6 4.7
4.44.7
Average Rating Of Performance Of BANKSETA in the Following Areas(n=15)
Aver
age
Perfo
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
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
402
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
Total 2
010 (
n=15
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
0102030405060708090
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 2
010 (
n=15
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
0102030405060708090
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
Total 2
010 (
n=15
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
0102030405060708090
100
53 6040
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 2
010 (
n=15
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
0102030405060708090
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
Total 2
010 (
n=15
)
Operat
ional
Suppli
ers (n
=10)
Projec
t Prov
iders
(n=5)
0102030405060708090
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
Learners
143
Total 2007 (n=80)
Total 2008 (n=59)
Total 2009 (n=36)
Total 2010 (n=101)
0102030405060708090
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
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
Total 2009 (n=80) Total 2010 (n=101)0
10
20
3040
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 generalThe programme met my expectations to improve my career opportunities in generalThe programme fell short of my expectations to improve my career opportunities in general
Learners
146Source: TMS Research – August 2010
Total 2009 (n=80) Total 2010 (n=101)0.01.02.03.04.05.06.07.08.09.0
10.0 9.2 9.39.2 9.38.9 9.29.1 9.18.7 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
Total 2009 (n=80) Total 2010 (n=101)0
1020
3040
50
6070
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 prospectsTo improve work readiness competencyTo gain knowledge of a particular subject areaOther
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
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
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
Total 2010 (n=21)0
102030405060708090
100
5
4352
Please Rate The BANKSETA’S Profes-sionalism In Addressing Your Questions
In This Session
Poor Below Average Average Very goodExcellent Don’t Know / N/A
Learners
151
Question
added in
2010
Total 2010 (n=101)0
102030405060708090
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 goodExcellent 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
Total 2010 (n=101)0
102030405060708090
100
111
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
102030405060708090
100
112
18
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
Total 2010 (n=101)0
102030405060708090
100
311
3948
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 goodExcellent Don’t Know / N/A
Learners
153
Question
added in
2010
Total 2010 (n=101)0
102030405060708090
100
211
44 43
1
The Learnership I Attended Contributed Towards Relevant Work Experience
Poor Below Average Average Very goodExcellent Don’t Know / N/A
Question
added in
2010
Average Rating: 4.3Average Rating: 4.3
Source: TMS Research – August 2010
Legislative Bodies
154
New
Section
Added In
2010
Legislative Bodies
Poor Below average
Average Very Good
Excellent N/A or Don't Know
05
1015202530354045
20
40 40
Friendliness Of BANKSETA Personnel(n=5)
% o
f sub
-sam
ple
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
Legislative Bodies
Poor Below average
Average Very Good
Excellent N/A or Don't Know
0102030405060708090
20
80
Timeous payment of invoices where applicable(n=5)
% o
f sub
-sam
ple
156
Poor Below average
Average Very Good
Excellent N/A or Don't Know
05
1015202530354045
40
20
40
Promptness Of Response To Requests (n=5)
% o
f sub
-sam
ple
Source: TMS Research – August 2010
Caution: Small sample sizes
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 sub
-sam
ple
Poor Below average
Average Very Good
Excellent N/A or Don't Know
05
1015202530354045
20
40 40
Providing Me With The Information I Need Timeously
(n=5)
% o
f sub
-sam
ple
Source: TMS Research – August 2010
Caution: Small sample sizes
Legislative Bodies
158
Effecti
vene
ss of
the B
ANKSETA’s co
mmunica
tion w
it...
Promptn
ess o
f resp
onse
to re
ques
ts
Friend
lines
s of B
ANKSETA perso
nnel
Providi
ng m
e with
the i
nform
ation
I nee
d tim
...
Timeo
us pa
ymen
t of in
voice
s whe
re ap
plic..
.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)
Perfo
rman
ce
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
MoU’s and Joint Ventures
159
New
section
added in
2010
MoU’s and Joint ventures
Strongly Agree
Agree Indifferent Disagree Strongly Disagree
N/A or Don't Know
05
1015202530354045
20
40
20 20
A Timeous Response To The Application Was Received By The Training Provider
(n=5)
% o
f sub
-sam
ple
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 sub
-sam
ple
Source: TMS Research – August 2010
Caution: Small sample sizes
MoU’s and Joint ventures
Strongly Agree
Agree Indifferent Disagree Strongly Disagree
N/A or Don't Know
05
1015202530354045
20
40 40
BANKSETA Provided Feedback To The Provider And The Primary SETA
(n=5)
% o
f sub
-sam
ple
161
Strongly Agree
Agree Indifferent Disagree Strongly Disagree
N/A or Don't Know
0
5
1015
20
2530
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 sub
-sam
ple
Source: TMS Research – August 2010
Caution: Small sample sizes
MoU’s and Joint ventures
162
Strongly Agree
Agree Indifferent Disagree Strongly Disagree
N/A or Don't Know
05
1015202530354045
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 sub
-sam
ple
Caution: Small sample sizes
Source: TMS Research – August 2010
Agenda
• Introduction
• Executive Summary
• Research Findings
• Next Steps
163
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
Thank You
165