Standards New Zealand stakeholder satisfaction survey insights

Customer survey image

Many of you participated in our most recent stakeholder satisfaction survey. We are pleased to be able to share some of the insights that emerged.

A key goal of the survey was to measure overall stakeholder satisfaction. Amongst other outcomes, this would tell us how we are tracking towards our 2023/24 Business Strategy target of 90% of stakeholders being ‘somewhat’ or ‘very’ satisfied with Standards New Zealand’s overall performance. We were pleased to see that 88% of you feel this way already.

We also wanted to identify potential barriers to the successful development and use of standards and hear what benefits our stakeholders have realised through using standards. Finally, we wanted to use the information gathered to help identify opportunities for improvement.

Who responded to the survey?

Of the 525 stakeholders that responded, the largest sector represented was Building Construction and Fire Prevention (29%). Engineering (14%), Manufacturing and Processing (10%), Energy, Electricity and Gas (9%) and Healthcare and Community Services (7%) were also well-represented.

Other sectors we gathered valuable information from were Business and Trade, Education and Training, Local Government, Consumer and Occupational Safety, Environment and Sustainability, Transportation and Logistics, ICT and Media, and Agriculture and Forestry.

Most respondents had purchased standards (78%) or downloaded sponsored (pre-funded) standards (29%) from Standards New Zealand.

Satisfaction with overall performance and suggestions for improvement

Of the 525 respondents, 58% indicated they were very satisfied with Standards New Zealand’s overall performance, while a further 30% said they were somewhat satisfied. There were some recurring suggestions for improvement, which included:

  • Make standards more affordable or free
  • Make standards more fit-for-purpose and user-friendly
  • Make standards more accessible and the website easier to navigateDevelop or adopt new standards.
Overall performance

Overall performance

How standards have helped stakeholders

The citation of standards in regulation is the driving reason why most stakeholders (74%) purchase standards, followed by reducing risk (42%), making work easier (29%) and making products and services better (24%). Respondents were able to select more than one benefit.

Benefits of standards

Benefits of standards

Satisfaction with the quality and relevance of products

70% of stakeholders indicated they were very satisfied with the quality and relevance of Standards NZ’s products and 25% were somewhat satisfied.

While most stakeholders expressed they were happy with our products, there were requests for more new standards and for existing standards to be updated more often. Some standards could also be made more fit-for-purpose and with fewer mistakes.

Satisfaction with products

Satisfaction with products

Satisfaction with standard development services

56% of stakeholders indicated they were very satisfied with our standards development services and 30% were somewhat satisfied. Stakeholders asked that Standards NZ adopts more international standards and becomes more involved in the creation of joint standards with Australia, ensuring that all adopted standards are good quality and fit for the New Zealand context.

Satisfaction with standards development

Satisfaction with standards development

Satisfaction with access to standards

61% of respondents indicated they were very satisfied with access to standards, with a further 23% saying they were somewhat satisfied. Feedback included making our website easier to search and navigate; specifically, wanting product descriptions to be more informative so customers can better understand what they are purchasing before a transaction is complete.

While 92% of respondents were either very or somewhat satisfied with the overall purchasing process, common suggestions for improvement include making standards more affordable, or free, making them more accessible and the website easier to navigate, simplifying the purchasing process, and providing online or pdf formats with amendments included.

Satisfaction with access to standards

Satisfaction with access to standards

Next steps

The feedback highlighted is this survey is already being acted upon, for example, with the design of our new website. Improvements include making it easier to navigate, search for and buy standards online. Other actions are in the pipeline. We will keep you updated as these initiatives progress.

Published in business and ICT.