Stakeholder Satisfaction with the ASA

Abstract

Stakeholder satisfaction is of natural concern to all organisations that wish to function effectively. It is of greater concern to those organisations, such as NGBs who need to consider the satisfaction of both member and non-member groups as this often leads to diverse and conflicting stakeholder objectives. It is therefore important that solid research evidence is available regarding stakeholder satisfaction in order for the ASA to understand stakeholder requirements and to plan effectively. In order to do this, the ASA commissioned the Institute of Sport and Leisure Policy at Loughborough University to carry out a five year longitudinal assessment of satisfaction with the services of the ASA. This report sets out the findings of the first stage of the research, which primarily constitutes a benchmarking of levels of member satisfaction in order to identify areas for development and to provide a standard against which to assess future levels of satisfaction. The report begins with an introduction to the concept of satisfaction and how it is formed and then presents the methods followed in this first phase. This is followed by a presentation of the results of the initial work on expectations and the results of the membership survey. Recommendations from this are presented and the report concludes with an outline of the work for the next two years.