Broadcaster Satisfaction Survey 2020

Full Report:  Broadcaster Satisfaction Survey 2020 [PDF]

Each year, we survey broadcasters to find out their level of satisfaction with our processes, services and working relationships. This enables us to identify any areas for improvement.

This year 119 broadcasters known to the BSA were invited to complete the survey. Sixty broadcasters completed it (a 50% response rate).

As in previous years, we asked broadcasters how satisfied they were with: BSA information sources; the BSA website; personal contact with BSA staff; the management of the formal complaints process; the BSA’s written decisions (including the perceived fairness of the decisions); and the value of BSA research. We also asked broadcasters for feedback on the languages, other than English, into which our materials could be translated.

2020 results include:

  • Broadcasters who reported having a complaint determined by the BSA in the last 12 months remain satisfied with the complaints process (with half rating it ‘very good’).
  • The BSA’s written decisions continue to be rated positively.
  • Over 90% of broadcasters rate the general information provided by the BSA regarding the complaints process and obligations under the Broadcasting Act 1989 as good or very good.
  • Ratings for the BSA website (following its May 2019 refresh) are much improved (with nine in ten broadcasters rating all aspects tested as ‘good’ or ‘very good’).
  • BSA research and resources are of value to broadcasters. The most read research was the Resource for broadcasters after 15 March attacks (considered ‘valuable’ or ‘very valuable’ by 69% of those who read it).
  • 76% of broadcasters rated their relationship with the BSA as good or very good.
  • BSA staff continue to be rated very positively, with no negative ratings.
  • In terms of translated materials, Te Reo Māori translations are the most sought after (37%), with Samoan (12%), Northern Chinese (incl Mandarin) (8%), Hindi (5%) and Punjabi (5%) being the next most requested.

While broadcasters are generally satisfied with the BSA’s processes and services, taking into account feedback, the BSA’s key areas of focus for improvements are:

  • Continued focus on enhancing communication with broadcasters regarding complaint handling progress, timelines and procedural requirements
  • Enhance awareness and accessibility of BSA research by providing executive summaries of research reports and including links to reports/summaries in the BSA Pānui and other communications
  • Undertake more research on topics relevant to Māori
  • Provide translations of key resources, media releases and guidance for broadcasters operating in languages other than English
  • Increase broadcaster training offerings (including increased use of Zoom to achieve better reach).