CPA Australia (CPAA) has stated in their annual report that member satisfaction is 6.0 out of 10. This is based on a 4% response rate to a survey of about 98,000 members. The annual report states that the 4% is a robust sample. However the sample is actually the 98,000 and there was 96% non response. It seems like CPAA did not control for non response. It's worrying to see people with PHDs not apply proper statistical processes. The actual member satisfaction would likely be in the 5s or, gasp, lower! Further the Directors have set themselves a target of 6.0-6.5 and the annual report states that Directors get a bonus based on KPIs so it's possible/likely the Directors gave themselves and maybe the CEO a bonus for achieving this woeful satisfaction rating.

Meanwhile they state that their vision is for "CPA Australia is known for being the world's best member service organisation", consistently claim to be doing everything right. They started deleting LinkedIn posts that were critical of how the organisation is being run, so we have set up this website, hosted in Iceland a country with progressive freedom of speech laws.

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It is currently Thu May 25, 2017 2:47 pm

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