The Australian Pesticides and Veterinary Medicines Authority (APVMA) conducts surveys of its clients and stakeholders to determine your level of satisfaction with our performance and services. The results of the survey provide us with an updated benchmark to assist with measuring our performance and provide insights into what is working well and identify opportunities for improvement.
We commissioned an independent research company Pollinate to conduct the APVMA’s 2022 and 2023 Stakeholder Surveys on our behalf. Pollinate is a member of the Australian Market Social Research Society and conducts its research in line with the Society’s Code of Professional Behaviour. Pollinate is ISO 20252 certified – the international quality operating standard for market, social and opinion research. It is a certified framework for the management of data security and client and participant confidentiality.
2023 survey
The 2023 survey was a shorter ‘pulse check’ to review our progress on opportunities for improvement identified in 2022. We were pleased to have an increase in responses this year, from a diverse group of stakeholders.
Results
The key results of the 2023 survey are:
- the APVMA kept me informed of progress with my last application (61% in 2023 compared to 52% in 2022)
- 64% of stakeholders are satisfied with APVMA meetings and forums
- the likelihood of staff to speak positively about the APVMA to a colleague (61% in 2023 compared to 67% in 2022)
- the satisfaction with the APVMA’s current performance (57% in 2023 compared to 64% in 2022)
2022 survey results
The results of the 2022 survey indicated that stakeholder satisfaction remained steady for many key metrics, including:
- likelihood to speak positively about the APVMA to a colleague (67% in 2022 compared to 64% in 2021)
- satisfaction with the APVMA website (67% in 2022 compared to 68% in 2021)
- satisfaction with the APVMA’s efforts to engage with stakeholders on regulatory changes and/or operational changes (68% in 2022 compared to 71% in 2021).
Of particular note, the proportion of respondents who were ‘very satisfied’ or ‘satisfied’ with how APVMA staff collaborate with stakeholders increased to 82%, up from 76% in 2021.
We have reviewed the results of the 2022 and 2023 surveys and identified 4 key areas of opportunities for improvement:
- Strengthening stakeholder engagement and communications through
- existing forums
- improving internal processes to proactively communicate and engage with stakeholders
- Staff support – training, development, guidance
- continued efforts to support staff learning and development
- Guidance material
- creating engaging content to share information on topics of interest with stakeholders
- Gathering further information
- implementing innovative ways to gain further insight into stakeholder experience with the APVMA.
Future surveys
Stakeholders will have the opportunity to provide feedback on our progress in the next APVMA Stakeholder Survey. In the meantime, if you would like to provide further feedback, contact us at +61 2 6770 2300 or email enquiries@apvma.gov.au.