We have seen strong performance in 2015-16 in terms of our ultimate goal of developing professional accountants the world needs. We surpassed our target for the year by welcoming over 13,600 new ACCA members to our ranks. We also maintained robust brand health, meeting our performance targets across eight of the ten elements of brand power we committed to achieving. And we also delivered a financial surplus, performing better than we expected, so we can continue to invest in ACCA’s future sustainability as a leading professional body.
We improved overall customer satisfaction scores from last year but were disappointed not to achieve our target of a 5% increase. While we have seen student and affiliate scores improve strongly, member scores overall have remained broadly flat. We have invested significantly in understanding member value and developing initiatives that members tell us make the biggest difference to their ACCA experience over the past 12 months. However, we have not moved quickly or far enough to shift perceptions to the level we would like. We will therefore be intensifying our focus on member value in 2016-17 and working to communicate the benefits of ACCA membership even more effectively.
In terms of helping more of our students reach their goal of membership, we were pleased to see the number of affiliates reaching membership hit target levels. However, there is still more we need to do to support and encourage students to progress through the examination system and improve our progression rates. To achieve this, we will focus on raising greater awareness of the support tools we have developed and our new model of four exam sessions.