Thank you to everyone who took part in our recent member survey. Like Matt, I was encouraged to see the increase in the number of you who gave us your feedback – compared with other similar organisations, it was a large turnout for such a survey. This was coupled with a satisfaction score of 65%, which is a solid result and stacks up well against similar organisations, judging by the conversations I have with other CEOs.
You can find out more about what you told us in the article on page 8, and I’m pleased to report that the overall picture is one of steady and continued progress. It goes without saying that I would like to see further, and perhaps faster, advancement. We have a clear picture of what members value. In many areas we have all the foundation blocks in place and delivered, and are seeing the benefits.
We also know the importance of providing a smooth and frictionless service. We perhaps should have been more candid about the scale of the work required to upgrade all our systems so that we can offer everything we wish to provide for you. Over an 18-month period, since the launch of our new website (on a new platform) last May, we have been changing every part of our systems, including delivering new infrastructure, a new virtual learning environment, a new members’ area and the new digital community platform. Over the next year or so, these should knit together to give you an improved and integrated experience.
Of course, meeting members’ needs is a moving target, as elements change from time to time. You have my assurance that we will be using this member survey data, along with information from the many other listening exercises that we undertake, to put your wants and needs at the heart of everything that we do, to shape our member proposition and to improve your IFoA experience.
Stephen Mann is the chief executive of the Institute and Faculty of Actuaries
