How we're serving our members
We are committed to being a membership owned organisation, to act in our members’ best interests and believe that an active and engaged membership is key to a successful, secure future for mutual organisations. All In, our unique membership proposition, was developed to make the benefits of being a member clear and tangible and to make it easier for members to get involved with us, our staff and our community. All In strengthens the Society, rewards our members and supports the community through its four aims: Ownership, Events, Feedback and Volunteering.
We can evidence the success of All In in many ways but significantly, our 2017 AGM attendance was the highest of the sector according to Building Societies Association statistics. Our events programme has been fundamental to the success of All In. In 2017, 775 of our members enjoyed at least one of our 53 member events, with local charitable and not-for-profit organisations benefitting by over £5,500 in entrance fees. Such organisations include Ipswich Transport Museum, Orfordness Lighthouse Trust, New Wolsey Theatre, Landguard Fort, Eastern Angles and Woodbridge Tide Mill. The total member attendance of our event programme this year was just under 1300 members. We also launched member benefits with specially selected local partners: New Wolsey Theatre, Suffolk Food Hall, Fred. Olsen Cruise Lines and Nicholas Estates.
We are pleased to confirm the Society’s focus on membership has seen our Net Promoter Score increase to 84 (2016: 83). This is an indicator of how likely members are to recommend us. Along with this our customer satisfaction is 98.2% (2016: 98.4%).
Communities at heart
On 21 June 2017 we celebrated the inaugural Suffolk Day, with branches hosting special events and three employees completing a 100 mile bike ride for St Elizabeth Hospice. The Society was pleased to support this, and several other fundraising efforts, and with matched funding, over £16,000 was donated to local charities. In addition to this, a total of £39,000 was paid to three local charities in respect of members’ affinity accounts where members accept a rate of interest which allows this form of charitable giving.
We’ve also provided hands-on help to charities, with over 1,000 hours of employee volunteering. As part of this our Executive team helped plant new orchards at the ActivLives ActivGarden project. We are pleased to report almost half of our employees (46%) took part in volunteering throughout the year.
Another focus for us has been financial education. We spent 705 hours delivering our bespoke programmes in schools, colleges and prisons, reaching 4,791 students with key life skills.
To help us better serve our members we have equipped nine staff with the basics of British Sign Language and signed up to the Alzheimer’s Society Dementia Friends scheme. Taking this a step further we have five Dementia Friends Champions who have rolled out training to all members of our branch staff. Events have been hosted in our Ipswich town centre, Sudbury and Haverhill branches for the benefit of our members and employees of other organisations.
Information correct as at year ending 30 November 2017