MEMBERSHIP INSIGHT
CIPP 2017 survey
This article outlines some of the results of the membership survey the CIPP conducted earlier this year
A s a membership organisation, it is vital for the CIPP to monitor the level of service, and relevance of products that we provide our members. We are constantly asking for and responding to feedback throughout the year as you know, but once a year we conduct a nationwide survey to make sure that we capture your thoughts and ideas. Objectives Our main objectives of the 2017 survey were to measure customer satisfaction and evaluate the customer experience, review existing products, services and business areas to establish which the members value and where there is room for improvement in 2017/18. We use it to provide a ‘picture’ of our membership base and look in to the issues being faced within the industry in order to communicate more effectively, and to assist the CIPP management team and board with putting together 2017/18 business plans. Both CIPP members and non-members were invited to participate in the survey via multiple channels such as: News On Line , marketing emails, social media and the CIPP website. We are encouraged by the response with over 500 responses gathered, and we’ve seen a continued rise in the level of responses throughout the years. Demographics etc Of the respondents, 27% were male and 73% female, which is in keeping with previous years and the gender profiling typical of the industry. There was no bearing on positions in the organisation based on gender as both had a 35% majority in payroll manager roles. When asked about length of membership, 82% have been members for more than a year, with 17% having been members for three to four years. Of those who responded:
● payrolling and benefits in kind in general ● salary sacrifice ● implementing a new system ● working time regulations
● 95% are employed by an organisation ● 4% are self-employed ● 1% are split between unemployed, looking for work and retired. Consistent with previous surveys, 75% are working for organisations within which payroll is completed entirely in-house. As regards size of payrolls, there has been a growth in members with between 101 and 1,000 employees, making it overall similar to the largest sector of between 1,001 and 10,000 employees. (See Chart 1.) Growth in the lower end of the market seems to be a direct result of the introduction of complexities, especially with automatic enrolment and that we have been able to provide support in this area. When asked how many were in the payroll team, 74% stated between one and five individuals. Though 66% of respondents have job titles which are purely payroll, the response to indicate their primary profession were: ● 46% payroll ● 15% payroll and pensions (8% have ‘pensions’ in their job title) ● 13% payroll and human resources ● 10% payroll and finance ● 2% payroll and reward Some 15% of respondents stated that they are responsible for international payroll. There has been no notable change in the geographical split of respondents in our survey. (See Chart 2.) Key findings Many took the time to answer the questionnaire thoroughly, which enables us to gain a better understanding to the activities we can do to improve and enhance our service to members. We asked about the major issues that worry our members this year, and the key issues raised included: ● apprenticeship levy ● gender pay gap reporting ● automatic enrolment and re-enrolment
● real time information ● shared parental leave ● overpayments ● IR35 (intermediaries legislation). It is important to note, but not
unsurprising, that some of the top reasons for joining were keeping up to date with the latest happenings in the world of payroll and the advice and guidance our dedicated people within the CIPP can give. The quality of advice and guidance is something that the CIPP prides itself on and it is important to us that this is highly valued amongst our members. We heavily invest in this area of the CIPP to make sure that we remain current for our members. There were a few things that we did stop based on feedback from members. One item that was decided upon by members was the physical diaries. The people asking and using the diaries have been diminishing over the years; because of the reliance on electronic diaries nowadays has meant that the cost, environmental impact of printing and posting have been taken into consideration. Instead we can invest in better ways to improve our service to you. Because our main focus has always been the UK, we are also looking to work with other country membership bodies regarding international payroll. The relationship will be reciprocal as we will help them similarly with UK payroll matters. Other factors to mention include the friends of automatic enrolment has now been integrated into the special interest groups (SIGs). In response to the question “should payroll be a regulated profession”, three in four (75%) said yes. Comments here included the following: ● “I believe the importance and nature of the data payroll has to deal with should lead to regulation and formal standards.”
| Professional in Payroll, Pensions and Reward | November 2017 | Issue 35 8
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