News

What were your thoughts on the BIFM?

13-07-10 14:41 BIFM

Many thanks to all of you who responded to our recent Member Services Survey, sent out in May.

A number of new initiatives and services are proposed as part of the Institute’s medium term strategy (MTS). With this in mind, it was imperative that the Institute obtained insight as to its current performance among the member base, with a view to establishing benchmarks for performance going forward. Therefore, a survey was conducted to:

Measure customer satisfaction levels in relation to the provision of relevant, high standard and highly valued services
Provide a benchmarking tool to measure changes to satisfaction levels
Provide information to inform the member services mix, including enhancement of current services, provision of new services where required and divestment of services no longer valued or used (and communications supporting them)

Emails were sent out to all members for which the Institute held contact details, linking to an online survey questionnaire.

The results show that the most important aspect of membership with the BIFM is the professional status that it affords. Moreover, at a spontaneous level it is evident that the ability to keep up to date with management and related issues is highly prized by the member base. Responses relating to specific offerings, such as events and branch activities, were mentioned at a much lower frequency. Perceived value for money is also high.

In order to determine which products and services the Institute should concentrate on for future development, two scatter plots have been produced. These plot satisfaction vs. perceived importance and awareness vs. perceived importance in order to gauge, respectively, which services and products should be either/both be developed further or marketed more actively.

Among those services which members felt should be enhanced were CPD templates, forums, career development information and the sustainability in FM website.

Member responses re awareness suggested that further marketing and promotion should be carried out for (among others) the Member Get Member scheme, member handbooks, the CPD scheme, the purchase of books and journals and the availability of downloadable resources.

Members were also asked to state preferences as to the development of new services and the following were highlighted: a job search facility, access to specialist publications, a careers guide and HR advice and guidance.

Work will now be done to examine the best way to act on these recommendations re services, including improvements to communications to boost awareness, how existing services can be improved and the feasibility of creating the new services requested.

The survey shows a high level of satisfaction (80%) with the Institute’s role in representing individuals and FM industry as a whole, but a disappointing level (54%) of satisfaction with its influence in government.

Although there is an encouraging level of satisfaction with Institute events, attendance is low.

A forthcoming survey of regions and special interest groups (SIGs) will help us to identify how to support them in putting together not only a vibrant but also a well attended programmes of events.

Responses show a moderate level of satisfaction with ease of navigation on the website, with a high proportion of respondents having used the website within the last three months to find information and content.

A high proportion of respondents felt that the Institute communicates well with its members, so watch out for more news on the BIFM’s responses to the survey, including enhanced and new services.

If you ever have any queries or comments about your BIFM membership, please email membership@bifm.org.uk or call 0845 058 1356 and ask to speak to a member of the BIFM membership team.