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LSB April 2018_Web

MEMBER SURVEY MEMBER

MEMBER SURVEY MEMBER SURVEY: SATISFACTION LEVELS REMAIN PLEASINGLY HIGH MICHELLE KING, MANAGER, MEMBER SERVICES The Society is pleased to release the results of its third biennial Member Satisfaction Survey. Conducted in September 2017, 364 Members (11% of the Society’s Membership) participated in a member satisfaction survey, with 63% of respondents reporting satisfaction with the Society’s performance (including 32% who are delighted). Our Young Members (aged 35 and under) and New Members are the most satisfied Members, however, there are no particular membership groups whose satisfaction levels are lower than the general population. 93% of Members say they are likely to continue their membership with the Society over the next 12 months (up 3% points since 2015) including 70% that say they definitely will (up 7% points since 2015). 50% of employers pay for the membership fees of their employees. Most survey satisfaction levels are consistent with 2013 and 2015 results. A disappointing finding is that satisfaction with Special Interest Committees has dropped since 2015. Having said that, dissatisfaction levels have also decreased indicating a shift towards more Members now considering themselves “neutral”. The Society will raise this issue at the annual Committee Chairs meeting and the Society plans to conduct a separate survey of Committee Members to seek any additional feedback and suggestions as to how these issues may be addressed. Whether this relates to committees across the board or only one or two is presently unknown. The Society continues to be the most used CPD provider by Members (44% of Members), followed by in-house (28%) and then commercial providers (15%). 19% of Members indicated that they feel the Society’s CPD is much better than our competitors’ products. 70% of Members are satisfied with the Society’s CPD (including 49% who are delighted) This report gives you a snapshot of what you said about the Society. Whilst results across the board are generally good, there is always room for improvement and the Society is committed to continuing to support Members’ needs into the future. We encourage feedback from Members and will give consideration to all suggestions received. MEMBER SATISFACTION DELIGHTED SATISFIED NEUTRAL DISSATISFIED 40 30 20 10 0 38 32 2013 14 16 MOST IMPORTANT PRODUCTS & SERVICES FOR MEMBERS 1. Ethical & Professional Support 68% of Members are satisfied with the Society’s Ethical and Professional Support (including 46% who are delighted) 68 % SAT ISF IE D ME MB E R S 2013: 76% satisfied 2015: 76% satisfied 2017: 68% satisfied 40 30 20 10 0 35 28 2015 19 17 40 30 20 10 0 32 31 2017 22 15 2. Performance of statutory and regulatory roles 70% of Members are satisfied with the Society’s performance of statutory and regulatory roles (Ethics & Practice, Professional Indemnity Insurance Scheme and Law Claims) (including 52% who are delighted) 70 % SAT ISF IE D ME MB E R S 2013: NA 2015: NA 2017: 70% satisfied 10 THE BULLETIN April 2018

MEMBER SURVEY 3. Online Renewal 86% of Members are satisfied with the Society’s Online Renewal (Practising Certificate, Membership, Professional Indemnity Insurance, Professional Standards Scheme) (including 67% who are delighted) 86 % SAT ISF IE D ME MB E R S 2013: NA 2015: NA 2017: 86% satisfied 4. Continuing Professional Development 70% of Members are satisfied with the Society’s Continuing Professional Development (including 49% who are delighted) 70 % SAT ISF IE D ME MB E R S 2013: 80% satisfied 2015: 75% satisfied 2017: 70% satisfied 5 Professional Standards Scheme 66% of Members are satisfied with the Society’s Professional Standards Scheme (including 47% who are delighted) 66 % SAT ISF IE D ME MB E R S 2013: 75% satisfied 2015: 80% satisfied 2017: 66% satisfied PUBLICATIONS Satisfaction with Society publications is a key strength, with all publications having more than 50% satisfaction amongst Members. At least a third of Members are “delighted” with all publications. Dissatisfaction rates remain low, with all publications well below 10% dissatisfaction. These results are consistent with the 2013 and 2015 surveys, where publications were labelled as the highest performing service both years. THE TOP 5 VALUED SOCIETY PUBLICATIONS ARE: INBRIEF 85 % BULLETIN 79 % IN THE NEWS 72 % WHAT’S ON RISK ALERT 72 % SATISFACTION LEVELS InBrief 85% of Members are satisfied with the Society’s InBrief e-newsletter (including 60% who are delighted) Bulletin 79% of Members are satisfied with the Society’s Bulletin (hardcopy) (including 58% who are delighted) In the News 72% of Members are satisfied with the Society’s In the News email (including 49% who are delighted) What’s On 68% of Members are satisfied with the Society’s What’s On email (including 47% who are delighted) Risk Alert 72% of Members are satisfied with the Society’s Risk Alert email (including 46% who are delighted) HEALTHY WORK-LIFE BALANCE 68 % TOP 5 ISSUES & CHALLENGES FACING THE PROFESSION HIGH WORKLOADS AND TIME PRESSURES STRESS, DEPRESSION AND OTHER MENTAL HEALTH ISSUES WHAT MEMBERS WANT THE SOCIETY TO FOCUS ON BEING FINANCIALLY SUSTAINABLE / MAKING PROFIT AFFORDABLE ACCESS TO JUSTICE While the main issues and challenges facing the profession have remained similar to previous years, public perception of lawyers (up 12% points) and stress, depression and other mental health issues (up 7% points) saw the biggest increase since the 2015 survey. 67 % AGREE 88 % AGREE 60 % AGREE 62 % AGREE 79 % AGREE 1. Lobbying for better outcomes for the legal profession in SA 67% agree that the Society effectively lobbies and advocates on behalf of the profession (including 26% who strongly agree) 2013: 80% agree 2015: 70% agree 2017: 67% agree 2. Informing Members about changes in legislation and key issues affecting the profession 88% agree that the Society keeps Members well informed about changes in legislation and key issues affecting the profession (including 41% who strongly agree) 2013: 93% agree 2015: 91% agree 2017: 88% agree 3. Supporting Members’ needs 60% agree that the Society has a good understanding of Members’ needs (including 12% who strongly agree) 2013: 67% agree 2015: 59% agree 2017: 60% agree 4. Providing CPD 62% agree that the Society is the leading provider of Continuing Professional Development (including 27% who strongly agree) 2013: 77% agree 2015: 70% agree 2017: 62% agree 5. Making proactive submissions relating to the profession, justice and legislation 79% agree that the Society makes proactive submissions relating to the profession, justice and legislation (including 36% who strongly agree) 2013: 82% agree 2015: 81% agree 2017: 79% agree April 2018 THE BULLETIN 11