No-one can speak more knowledgeably about how effective being part of ACCA can be than our own members.

Matt Dolphin FCCA Finance Director, Critical Services, Babcock International

When Matt Dolphin left school at 16, the notion that one day he would be making multi-million pound decisions for a FTSE 100 business may have seemed improbable.

But that’s where he is today, thanks to the encouragement of accountants who urged the teenager to pursue a career as a financial professional. 

Inspired by his mentors, he returned to education and worked through A Levels and onto his ACCA qualification. Having turned his prospects around, he focused on the transport and logistics industry, working for First Group, Go Ahead and British Airways.

Today he leads finance projects for global engineering and infrastructure giant, Babcock. 

It’s been quite a journey, kick-started by those early mentors who persuaded Matt to see the potential career that lay ahead. 

No-one can speak more knowledgeably about how effective being part of ACCA can be than our own members. And Matt has seized the opportunity to share his experiences to encourage the next generation. 

While at British Airways, he sponsored new members for ACCA UK’s Leaders of Tomorrow programme, giving them the benefit of his advice and experience. 

As keynote speaker at ACCA’s London recognition ceremony in October 2016, Matt shared his personal story of success to inspire the next generation of ACCA members. 

And he’s undertaken wide-ranging work for ACCA in Canada, telling his story and raising awareness of ACCA.

Sharing his experiences has had such an impact that Matt became the first winner of the ACCA UK Advocacy Award. It recognises the contribution he’s made in promoting ACCA and the profession, and how he’s inspired and supported others.

Member and student satisfaction - Five year performance

Year Growth Actual Target
2012-13 75%
2013-14 71%
2014-15 70%
2015-16 72%
2016-17 76.9% 75%
2017-18 78%*

*because of above target performance this year, our 2017-18 target has been restated upwards.

  • What this means in practice: 

    We deliver and communicate the tangible value of a relationship with us to our members and students so that they remain committed to, and advocate for, ACCA.

  • Strategic measure: 

    Member and student satisfaction.

  • Why we use this measure:

    It shows the overall happiness of members and students with our brand and services.

  • Key factors driving performance: 

    Having had a ‘recovery’ target of 75% for some years, we’ve been able to deliver a significant shift in sentiment through focused effort – especially through our member value priority and its associated coordinated initiatives across key markets.  Our final combined satisfaction score was 76.9%, an improvement of 3.9% on last year’s result, with satisfaction increasing across all customer groups.


Member satisfaction saw the largest annual increase, up 5.4% to 76.4%, with improvement seen across all our markets. 

Higher performance in how members perceive their relationship with ACCA has driven this score up as well as increased agreement that ACCA offers value for money (+5% to 64%) and that ACCA is an innovative and forward thinking organisation (+4%, to 71%). 

Perceptions that ACCA is committed to high standards of qualification also rose (+7% to 82%), driven by positive reactions from members to our Professional Accountants – the future work and the launch of the seven quotients. An increase in agreement that ACCA shapes the agenda of the accountancy profession has also impacted the score (+4% to 64%).

New developments for members in 2016-17 include:

Strategic alliance with Chartered Accountants Australia and New Zealand

  • New CPD opportunities, access to additional research and insights, and eligibility for CA ANZ membership. 

CPD and specialist qualifications

  • Free CPD skills webinar programme for members.

ACCA Learning Pathways

  • Four new ACCA Learning Pathways: Entrepreneurship and SME growth; Building your professional skills; Mastering communication; and Performance management and leadership, delivering 20 weeks’ structured learning.

Microsoft Office Specialist

  • Microsoft Office Specialist offering expanded to include PowerPoint and Word, in addition to Excel training.

Professional Accountant – the future research and quotients 

  • CPD portfolio is being reviewed to match this research, with a self-assessment skills  test:   


  • New registration process for ACCA members wanting to gain the CIA (Chartered Internal Auditor) designation 


  • Consolidation of emails and blending of relevant global and local content. 
  • Redesigned welcome pack for new ACCA members.


  • New quarterly webinars hosted by Council members on ACCA developments
  • Enhanced support for member advocates.

ACCA Careers

  • Development of ACCA Careers jobs board, including new Chinese language site.


Our student satisfaction score was 78.1%,  a 2.1% increase on last year

Higher performance in value for money and affordability helped drive this increase, as well as improved perceptions of students’ relationship with ACCA and increased ratings for ACCA resources  and support. Affordability and value for money ratings increased the most (following the announcement of Brexit and the related fall in the value of Sterling), and scores remained at a higher level for the rest of the year. 


Seventy-one per cent of affiliates are satisfied with ACCA. This is a 4.3% improvement on last year’s result, with higher performance in employability and relationship with ACCA measures driving this increase.