MEMBERSHIP SATISFACTION
Membership satisfaction reaches an all
time high
BCF’s biennial member survey conducted in
Spring 2018 revealed a record and impressive 98%
satisfaction rate.
This was up from 90% in 2016 and 88% in 2014, and an
improvement in 90% of all areas was recorded over the 2016
results.
The BCF is meeting my
needs very well
63.77%
Feedback was requested on a variety of services, and opinion
was sought on suggested improvements, opportunities, threats
and priorities. This feedback has helped focus BCF activities
and helps steer the Federation in the coming years.
85 members responded, 80% of whom were from Full
member companies, with most responses coming from CEOs/
Business Heads, Technical and Regulatory Managers, and
Marketing/Sales/Commercial Managers.
98%
satisfi
ed
34.78%
1.45%
The BCF is
meeting my needs
The BCF is almost
meeting my needs
High levels of satisfaction with BCF’s performance
- and an improvement over 2016 in 90% of areas -
Respondents asked to mark BCF’s performance out of 10
Technical/Regulatory Affairs expertise 8.81
BCF staff service 8.44
Promotion of industry image 8.43
Communication with members 8.32
Proactivity/leadership 8.32
Responsiveness to member's needs 8.19
Influence with UK government 7.65
Website 7.51
Government, specifically regarding Brexit 7.41
Influence with the EU 6.56
Promoting your business via the BCF 6.45
In terms of satisfaction with the service provided,
technical and regulatory expertise came out on top,
acknowledging the tremendous support provided by
Wayne Smith and Trevor Fielding. The most valued
services continue to be lobbying, technical and regulatory
advice and support, BCF’s visibility and market statistics,
with the biggest improvement over 2016 being the
influence with UK government due in no small part to
the work of BCF’s Head of Public Affairs Ellen Daniels,
and proactivity/leadership under BCF’s CEO Tom Bowtell.
In terms of opportunities and threats, Brexit was listed
on both. Continued lobbying both within the UK and the
EU was considered an opportunity too, along with the
training of the next generation and growing UK exports.
Other threats raised were a loss of influence in the EU,
the sheer volume of legislation and non-UK ownership of
large paint companies.
The survey was completed shortly before BCF’s move to Coventry and a concern amongst respondents was the possible
disruption this may cause with loss of skills and a new back office team. A highlight of the second half of the year was to hear from
members that the move had appeared seamless in terms of the service provided, and the new team in Coventry are delivering
excellent support to the membership, with all BCF meetings now being held at our new offices.
14
BCF ANNUAL HANDBOOK 2019/20