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  • Improving the client experience and engagement with the NFP sector

    To improve our communication with Not-for-profit (NFP) organisations, EY Sweeney was engaged to research the sector's characteristics, behaviours and needs. The research was conducted between November 2016 and May 2017.

    Key insights from the research

    The NFP sector is diverse. Organisations range in size, purpose, staff and volunteer numbers, as well as revenue and revenue streams – all of which impact the way in which an organisation interacts with us.

    While the sector is diverse, commonalities exist. The majority of NFPs:

    • are mature – have been in operation for more than 20 years. This means they have often developed knowledge and systems that allow them to manage their tax affairs, and as a result feel more confident navigating the system.
    • are established – they are operating business-as-usual. One in four NFPs are “expanding” (operating for several years and looking to expand size or purpose of organisation). A small proportion of NFPs are in the start-up, growing or exiting phases.
    • are small – most have less than five paid employees, with 40% having no FTE employees. As a result they have to rely on the skills of volunteers for management of their tax obligations.

    There is variability in the demographics and background of the individuals who participated in the research on behalf of their organisation (those who deal with taxation on behalf of their organisation), which also impacts the way in which a NFP engages with us.

    The majority of employees or volunteers who are at least partially responsible for managing the tax affairs of their NFP organisation are characterised by the following:

    • Longstanding employees / volunteers – have managed the tax affairs for their organisation for more than five years, resulting in higher levels of confidence.
    • No formal qualifications – do not have formal accounting, finance or legal qualifications, but are university educated.
    • Tend to be a little older – are aged 50 years or above and as a result are often conscious of the importance of finding a successor for their role.

    How the research will be used

    The information will be used to:

    • determine the level of sophistication of each of the segments with the NFP sector
    • develop a clear profile and understanding of NFP’s lifecycle and when they do and need to interact with us and other agencies
    • identify how to improve our products, communication channels and how to interact with segments within the NFP sector
    • determine the level of tailored engagement needed for each segment.

    More information

      Last modified: 16 Aug 2017QC 53110