What your customers think about you; Mezzo Consultancy completes 2009 Member Survey for the Institute of Internal Auditors UK & Ireland
17 July 2009
Leicestershire marketing consultancy Mezzo has just completed a Member Survey for the Institute of Internal Auditors UK & Ireland (IIA).
The IIA has over 8000 members in the UK & Ireland and is the only professional body focused exclusively on internal auditing. It plays an active role in the public arena, building awareness of internal auditing, promoting members’ interests, and challenging organisations to reach the highest standards of corporate governance.
Helen Willson, Managing Consultant at Mezzo Consultancy explains, ”In a recession it is doubly important that organisations – and particularly membership organisations like the Institute of Internal Auditors UK & Ireland - find out what their customers, or members really do value. Organisations are often reluctant to ask for feedback, fearing it will be negative yet in many cases feedback is very positive. Customers actually want you to ask for feedback and to let you know what you could improve. It’s important to look very seriously at suggestions and take positive action – that can be the key to member and customer retention in future.”
The annual survey provides the IIA with useful feedback from its members and helps the IIA to further develop services and products that respond to members’ changing needs. This year’s survey revealed the increasingly important role of the website as a primary communications tool.
Amanda Winham, Membership Development Manager IIA commented, “The annual member survey forms an integral part of our business planning cycle. The results provide a clear picture of what our members think of our current services and where we should focus our future activities. Mezzo’s friendly and informed advice is invaluable at every stage of the process, from drafting clear and targeted questions to interpretation of the results. The survey is a significant project for the Institute, which Mezzo has always delivered to our timetable and budget.”
Mezzo Consultancy has worked with the IIA since 1999.