Broadcaster Satisfaction Survey 2021

Full Report: Broadcaster Satisfaction Survey 2021 [PDF]

Each year, the BSA surveys broadcasters to understand their satisfaction with our processes, services and working relationships. We use the results to help identify any areas for improvement.

This year we invited all 120 broadcasters known to the BSA to take part in the survey. Fifty-seven completed it, representing a response rate of 48%.

We asked broadcasters how satisfied they were with: complaints determination; BSA research; the BSA website; information provision and communication; and their working relationship with the BSA.

2021 results include:

  • All aspects of interactions with the BSA remain positive, however there is a slight softening of results compared with 2020. This might result from disruptions due to COVID-19.
  • 77.8% of broadcasters who report having a complaint determined by the BSA in the last year rate the process ‘very good’ or ‘good’. Written decisions continue to be rated positively and perceptions of fairness appear to have improved since 2020.
  • Over four in five broadcasters positively rate the general information the BSA provides on the complaints process and broadcaster obligations.
  • The majority of broadcasters who are aware of the BSA’s research see it to be of value. Children’s Media Use Research 2020, undertaken in collaboration with NZ On Air, was the most read report.
  • Seven in 10 have visited the BSA website in the past year, with over one in ten visiting at least monthly. Seven to eight out of 10 broadcasters rate all website aspects tested as ‘good’ or ‘very good’.
  • Relationships with the BSA are rated ‘good’ or ‘very good’ by 80% of broadcasters. BSA staff continue to be rated very positively on all aspects, with no negative ratings.

While the results reflect broad satisfaction with the BSA’s processes and services, we will take into account feedback on areas for improvement with a focus on:

  • Continuing to improve the website, including adding to FAQs and reviewing the search function to enable more detailed searches
  • Keeping our research accessible by providing executive summaries of reports and linking to them from the BSA Pānui and other communications to broadcasters.
  • Addressing the needs of broadcasters wanting more training, including those outside major centres.