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World's best members services organisation has member satisfaction of 6.0!

What kind of things would members actually want CPA Australia to focus on vs what are they actually doing
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What would be the appropriate target for member satisfaction?

It could go lower (seriously?)
2
15%
As they have it in the 6's
0
No votes
Should be a bit higher 7.0 - 7.9
1
8%
Should be a lot higher 8.0 - 8.9
2
15%
Should be world's best 9.0 - 9.9
4
31%
World's best must target a perfect 10
4
31%
 
Total votes: 13

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nakedadmin
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World's best members services organisation has member satisfaction of 6.0!

Post by nakedadmin » Sun May 07, 2017 9:14 am

World's best members services organisation has member satisfaction of 6.0 out of 10 and that's down from 6.3. It's based on a 4% response rate and is in the 2016 annual report. I'd expect that a large portion of the non response is because members are tired of complaining and having nothing done.

6.0 out of ten is woeful. I'd give my supermarket rewards program more than that. Yet the Directors and Execs persistently claim to have done everything right.
CPAA_annual_report_vision.png
CPAA_annual_report_vision.png (87.9 KiB) Viewed 1455 times
The vision states "CPA Australia is known for being the world's best member service organisation" p3 of the annual report. This is not in the objects of the company and they are no where near achieving it anyway.

The goal is "To maximise the share of people who want a career built on professional accounting skills". I don't think that matches the vision at all. I think they confused big with best here and with member satisfaction running at 6.0 you'd think they would focus on improving that first rather than growing the membership.
CPAA_annual_report_kpis.png
CPAA_annual_report_kpis.png (260.18 KiB) Viewed 1454 times
The target for member satisfaction is 6.0-6.5. Are they even trying?

It's worth noting some of the other KPIs like "Committed to high professional standards in order to protect the public interest" rated a 6.7 down from 6.9. In fact every single KPI from the survey is down, it only got about 4% response and the response rate itself was down.
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deaneus
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Re: World's best members services organisation has member satisfaction of 6.0!

Post by deaneus » Sun May 07, 2017 12:35 pm

How do i get a copy of the annual report? I can't see anything on the website (perhaps, unsurprisingly)

Heisenberg
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Re: World's best members services organisation has member satisfaction of 6.0!

Post by Heisenberg » Sun May 07, 2017 12:56 pm

deaneus wrote:
Sun May 07, 2017 12:35 pm
How do i get a copy of the annual report? I can't see anything on the website (perhaps, unsurprisingly)
http://cpaaustraliaannualreport.realvie ... 08#folio=2

deaneus
Posts: 188
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Re: World's best members services organisation has member satisfaction of 6.0!

Post by deaneus » Sun May 07, 2017 1:11 pm

thank you kind sir

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nakedadmin
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Re: World's best members services organisation has member satisfaction of 6.0!

Post by nakedadmin » Sun May 07, 2017 1:18 pm

You can also request a paper one to be sent to you. But you'll have to call up and give your member number.

Brett has been through the report, it seems with a focus on remuneration, related party disclosures and councillors. However, I don't think anyone has really put in the hard yards to read it thoroughly and there are some pretty hard yards let me tell you.

I came across that membership satisfaction number the other day and I just thought 6.0 is so bad. It made me wonder why it has not been talked about earlier. I mean if 5.0 is neither satisfied or dissatisfied then 6.0 is not far off and it's on a downward trend. There is a real possibility of being in the 5s in 2017.

The survey has a 4% response rate. That's a massive amount of non response. There is no suggestion that they did any controls for non response bias or if they did they didn't use it or publish it.

https://en.wikipedia.org/wiki/Non-response_bias
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