You said, we're doing: Feedback from the 2022 Member Survey

Here's the results of our May 2022 member survey - and how ICAS is responding to your key priorities.

Earlier this year, ICAS undertook a bi-annual survey of its members. ICAS uses the insights it gathers to help shape the organisation-wide thinking and to inform our understanding of the issues which matter to our membership. ICAS also uses insights to structure our strategic planning and to set robust measurement targets and KPIs.

Your opinions matter to ICAS. Sharing your feedback is a chance to shape the organisation as your views enable us to improve our services and enhance your membership.

You said, we’re doing

You said the technical resources ICAS provides are the most important aspect of your membership

ICAS aims to support members in practice on a range of issues. Our Policy and Practice teams continue to produce a range of regular technical content, insight and thought leadership for members. This includes content on tax, audit, ethics, insolvency, sustainability and corporate reporting. They produce timely insights and responses to events within the sector, which can be found on our website, in the CA magazine and in our weekly newsletters. See some of the specific technical resources and support available to you in our Resources section.

Evolve, an offering for firms which provides tailor-made services and products, including technical resources, knowledge and publications. The offering helps firms keep up to date with regulation and practice management, allowing them to develop and grow. For individuals, Evolve offers opportunities to grow through personal development and technical updates. As the name suggests, the offering is ever evolving and ICAS has continued to enhance our Evolve offering throughout 2022.

You said it’s important for ICAS to develop and monitor ethical standards

At the beginning of 2022, ICAS adopted a revised Code of Ethics incorporating revisions to promote the role and mindset expected of professional accountants. Throughout the year we have continued to strengthen and promote the role of ethics in accountancy. We highlighted resources to help you explore the International Ethics Standards Board for Accountants (IESBA) Code series, which promotes awareness, adoption and implementation of the International Code of Ethics for Professional Accountants. We also responded to the IESBA Strategy Survey 2022 which sought input on what key trends, developments or issues the IESBA should focus on.

You said that it’s important to be able to access the information you want from ICAS 

In February, we began a review of icas.com to identify improvements to the functionality and usability of the website. Our review included live tests with a cross-section of ICAS Members to understand how you use the site. As a result, we have made navigation improvements and removed older content that is no longer relevant. We are aware that more needs to be done to improve icas.com and in 2023 we will deliver a targeted improvement programme to continue enhancing the site and make it easier for you to access the information you want from ICAS.

You said your experience when contacting ICAS is important to you

This year we have introduced technologies to improve member experience when contacting us. In February 2022, our average resolution time for email was 2.9 days. With the new technologies we have implemented, enquiries and issues can be organised, managed and followed up to help solve problems. This allows us to lead with faster response times and with more accurate responses. We have been working to improve the service by also implementing new staff training. These efforts have resulted in a new average resolution time of 8.5 hours. Additionally, we are working on building a self-serve Help Centre which will continue to improve this process and allow members to find answers quickly to frequently asked questions.

Key findings

Member survey results: May 2022 

Satisfaction ratings

• 77% of members said that being part of a professional community of CAs was important to them 
• 68% of members valued access to a range of ICAS services 
• 43% of members believe ICAS is active in offering support related to the equality, diversity and inclusion of members 
• 92% of members said that ICAS' role in maintaining the CA designation is important to them 

Three most important things to members 

• Technical resources for members (scored out of ten): 7.3
• ICAS website being easy to use: 7.3
• Development and monitoring of ethical standards: 7.1

Three things members are most satisfied with

• Development and monitoring of ethical standards (scored out of ten): 6.4
• Experience when contacting ICAS: 6.3
• Regulation information and comment: 6.2

ICAS Insight allows us to take evidence-based decisions that will help shape improvements and increase satisfaction with the services we provide. 

Thank you for your feedback 

Thank you to all Members who took the time to let us know their thoughts through our recent survey and related initiatives. ICAS values your feedback and engagement as we continue to improve our services and satisfaction levels.