Member Satisfaction Survey 2025: Key Results
The 2025 annual ARCA member feedback survey confirms that members continue to report strong satisfaction with ARCA and ATAC services. More than four in five members expressed satisfaction across all three measured dimensions: overall services, industry understanding, and responsiveness. Satisfaction levels are comparable between 2024 and 2025, with no material change in member experience.
Satisfaction Metrics
Members were asked about three key aspects of ARCA and ATAC's service delivery. On overall satisfaction with services, more than four in five members reported positive experiences in both 2024 and 2025. The proportion of satisfied members remained consistent between the two years and is not statistically significantly different.
On industry understanding, members reported similarly high levels of satisfaction in both years. More than four in five members indicated that ARCA and ATAC understands their industry's specific needs. This proportion remained stable between 2024 and 2025 with no statistically significant change.
On responsiveness and support, members again reported positive experiences in both years at comparable levels. More than four in five members felt the organisation responds effectively to their needs. The slight variation between years is not statistically significant.
Dissatisfaction remains rare in the membership. Approximately 1 percent of members gave negative ratings across all three dimensions in both years. This indicates that complaints or concerns are not widespread.
Net Promoter Score
Net Promoter Score (NPS) measures loyalty and satisfaction by classifying members into three groups based on how likely they are to recommend an organisation. Members are classified as Promoters (highly likely to recommend, equivalent to 9-10 on a 0-10 scale), Passives (satisfied but not enthusiastic, 7-8), or Detractors (unlikely to recommend, 0-6). NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
The survey does not contain a direct "likelihood to recommend" question, so NPS was calculated as a proxy using the satisfaction scores. This provides a useful measure of member enthusiasm and advocacy.
2024: NPS proxy score of 35.4
- Promoters: 48.5%
- Passives: 38.4%
- Detractors: 13.1%
An NPS of 35.4 indicates good satisfaction with room for improvement. Members are generally satisfied, but a significant proportion are passives who could potentially be more enthusiastic advocates.
2025: NPS proxy score of 51.7
- Promoters: 60.0%
- Passives: 31.7%
- Detractors: 8.3%
An NPS of 51.7 is considered very good and indicates strong member loyalty. More than half of members are now Promoters who are likely to speak positively about the organisation and recommend it to others.
The NPS improved by 16.2 points between 2024 and 2025. This improvement reflects more members moving from the Passive category into the Promoter category, whilst fewer members remain as Detractors. This indicates that members are becoming more enthusiastic advocates for ARCA and ATAC.
Membership Type Analysis
Full Members, the largest membership group, reported consistent satisfaction levels in both 2024 and 2025, showing stability in their experience with the organisation.
Associate Members reported positive satisfaction in both years at comparable levels.
Labour Supply members showed consistent satisfaction between years, with no meaningful changes.
Full Members Non-Contracting ATAC similarly reported comparable satisfaction levels across both years.
Across all membership types, more than four in five members reported satisfaction in both years. No membership category demonstrated statistically significant deterioration.
Response Patterns
The 2025 survey received 240 completed responses compared to 268 in 2024. The 2025 dataset remains incomplete as annual declarations continue to be received. Both years' responses represented the full spectrum of membership types, with similar distributions of respondents across membership categories.
Methodological Note
The 2024 survey used a 1-5 measurement scale whilst 2025 switched to a 1-10 scale. To enable year-on-year comparison, 2024 scores were converted to the 1-10 scale. When converted, satisfaction levels in both years are directly comparable and show stability rather than material change.
Key Findings
Member satisfaction has remained stable between 2024 and 2025. More than four in five members continue to report satisfaction with overall services, industry understanding, and responsiveness. Dissatisfaction is rare, affecting approximately 1 percent of respondents in both years. The NPS proxy improved significantly, driven by an increase in Promoters and decrease in Detractors. Satisfaction is consistent across all membership types, indicating that positive experiences are broadly based across the membership rather than concentrated among particular groups.
The stability of these results demonstrates that member experience of ARCA and ATAC has not materially changed between the two survey years. Members continue to rate the organisation positively.