Member views from our latest survey are helping to drive our continuous improvement
The views and sentiments of Members help ICAS to drive continuous improvement and enhance our offering and support.
In 2020, ICAS introduced a range of measures following direct Member feedback from Member satisfaction surveys.
The most recent survey was issued in November 2020, and it gathered feedback from Members based in the UK and Internationally. ICAS would like to take this opportunity to thank Members for taking their time to provide their valuable feedback.
Your key feedback
You said, we did
You also provided us with rich commentary which we are taking on board and using to shape our Member offering. Some of the common issues raised are detailed below, together with the actions we have taken to improve your Member experience.
You said: I don’t understand what my subscription delivers?
We did: Set out the Member Value Proposition to clearly articulate what you get as a member of ICAS and how your CA designation adds value to your professional life.
You said: I get too many emails from ICAS.
We did: Overhauled our communications strategy and rationalised the emails sent. This year, we have reduced emails to Members by 37%.
You said: I am unhappy with the subscription fee and lack of payment options.
We did: Froze the member subscription rate for 2021 and introduced a flexible twelve-month payment plan.
You said: I would like a secure platform to share ideas and content and to meet other Members.
We did: Launched the exclusive CA Connect platform where Members can discuss, debate and connect on a secure platform to share ideas and generate debate on relevant topics.
You said: I would like access to relevant CPD content.
We did: Ran over 70 free webinars open to all Members on a range of topics. Delegate registrations in 2020 reached 10,000, a 120% higher engagement rate compared to our face-to-face events held in 2019.
You said: The ICAS website is hard to navigate.
We did: Re-vamped icas.com, improved its navigation and re-launched with a fresh clean look. We also created dedicated Coronavirus, Wellbeing and Diversity Hubs.
You said: I want to be able to demonstrate that I am a Member of ICAS and a CA.
We did: Created new Member Logo material which can be used on Members / Firms letter heads, digital channels and on signature pickers. These assets can be downloaded free from icas.com. In collaboration with Chartered Accountants Worldwide (CAW) we also launched a global network identifier which helps you to demonstrate the global relevance of the CA Qualification.