BANKSETA ANNUAL REPORT 2023

PERFORMANCE INFORMATION

Stakeholder Satisfaction Survey The Stakeholder Satisfaction Survey was conducted in the year under review and was Surveys and intended to capture the stakeholder’s perceptions, opinions, preferences, and satisfaction levels regarding various aspects of BANKSETA projects, such as the requirements, expectations solutions, processes, communication, collaboration, experience of service, professionalism, engagement, and the outcomes. The surveys questionnaires were administered online, via email and telephone. The survey questionnaires were clear, concise, relevant, and easy to answer, and included both quantitative and qualitative questions. Online focus groups were conducted, and participants were made to feel at ease as their details were kept confidential due to the BANKSETA team committing in writing to keep away from such sessions for stakeholders to comfortably raise relevant issue where necessary. Both the internal and external surveys responses were anonymous.

The stakeholder feedback and recommendations from the research company were presented to staff, management, and board members. The recommendations have been taken into consideration and actions plans have been developed to address issues raised. In comparison the survey results indicated that for 2022/23, all stakeholders’ satisfaction levels declined compared to 2021/22 satisfaction levels except for internal stakeholder satisfaction levels that have remained constant in the last three financial years. The baseline achievement target as per the annual performance plan expected outcome is 3.5/5. The external stakeholder survey result is rated at 4.1/3.5 and 4.0/3.5 rating for the internal stakeholder survey. The full year-on-year annual survey reports can be accessed from www. bankseta.org.za/media-and-events/.

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PART B: PERFORMANCE INFORMATION | BANKSETA ANNUAL REPORT 2022/23