Results of the 2019 Member and stakeholder survey are in and we’d like to thank those who participated.
The 2019 survey set out to provide current Members an opportunity to have their say on issues relating to governance, services, advocacy, safety and operational aspects within the organisation.
ANZRP is proud to represent a significant portion of the Australian IT and electronics sector and in doing so, ensure its Member community is given the ability to provide feedback on the future direction of the organisation.
Designed to give the ANZRP Board and executive an overview of the current perspectives of Members, the survey aims to provide the organisation with data to identify areas of improvement.
Member survey highlights included:
- Member response rate jumped from 17% in 2018, to 29% in 2019
- Member satisfaction rating of 98% was recorded
- Net Promoter Score (NPS) 8.4 out of 10 (this is an outstanding result)
- Service delivery has remained strong over the past 3 years at > 90% rating it as either meeting or exceeding expectations
- 100% of members very satisfied and /or satisfied with ANZRP in relation to responsible recycling, the management of risk and the provision of good governance
- 100% of members rated themselves as being very satisfied or satisfied with the level of service provided and accessibility of ANZRP staff to assist all enquiries and facilitate requests.
This year, one concern was identified by Members in the survey. ANZRP questioned Members on factors of importance, and a notable shift was recorded in the category of price. Its rating jumped from 4.4 in 2018 to 8.1 in 2019.
ANZRP has always been sensitive to Member concerns about costs associated with operating a standards based, NTCRS compliant program. We are acutely aware we operate in a price sensitive market, and competition has never been tougher.
In 2019 we met this challenge by reducing program costs through improved workflow and logistics efficiencies. When we commenced operations in 2012, we set the bar at $1.20 – $1.30 per kilo. Today we are operating in the mid $0.60 per kilo.
Not only have we maintained standards and halved costs, we have also achieved regulatory requirements and will continue to drive costs down through further innovation and program enhancements. It is however worth noting that Member peace of mind, governance and high standards will always come at a cost – a fair market cost, and one that only a not for profit such as ourselves can deliver.
The overall satisfaction level recorded was 8.4 out of 10. This figure remains consistent from 2018 result, and is a very positive result. The executive and Board of ANZRP are pleased with the responses in the survey and the messages contained within the survey results.
At a macro level the results indicate we understand the will of our Members and are taking the organisation in the direction the membership want us to go, and are prepared to make changes where necessary.
In the coming days, a report detailing this year’s survey responses along with some commentary will be sent to you. We thank you for your participation, and look forward to running the survey again in 2020.