Market research of stakeholder perceptions and preferences

What we did and why

In 2021-22 we undertook market research to gather information to help refine our business systems, improve our regulatory intervention programs, and respond to the needs of key stakeholders.

This research was made up of 3 separate engagement components:

1. Building practitioners, plumbing practitioners and consumers to understand their communication channel preferences, to help us improve the way we interact with them.
2. Building and plumbing practitioners who have been involved in our Proactive Inspection Program (PIP) or Plumbing Audit Program (PAP), to help us understand their awareness and perceptions of their interactions with these programs and identify opportunities for improvement.
3. Stakeholders with whom the BPC has a close working relationship (such as industry bodies and co-regulators), to help us understand their perceptions of the BPC to inform future activities and strategies.

We engaged a market research company Ernst & Young, trading as EY Sweeney, to conduct this market research. EY Sweeney’s work included designing surveys and interviews, conducting the surveys and interviews, analysing data from these surveys and interviews and communicating the results to the BPC.

What we found

Communications preferences research

In November 2021, approximately 31,000 building practitioners, plumbing practitioners and building owners were invited to complete an online survey about their current use of BPC channels to communicate with and receive information from the BPC, to identify their channel preferences, and to explore their appetite to utilise other digital communication channels. There were 764 responses to the online survey (response rate of 2.5%). Ten qualitative interviews were conducted in December 2021 to develop a more detailed understanding of stakeholder experiences and perceptions.

The research identified the BPC website and email were the most commonly used communications channels. Most respondents were interacting with the BPC in the way they wish to – digital channels are preferred for transactional activities, but many would prefer to use email more often. Phone is preferred when asking specific (especially technical) questions. The website was the highest performing channel, and telephone the lowest. Positive sentiment was expressed for the online Practitioner Education Series webinars, online registration assessment interviews and online registration awareness sessions. Moderate appeal existed for 4 potential communication channels tested, with a smartphone app (48%) and messaging app (42%) recording the highest levels of likely use.

Regulation intervention perceptions research

In November 2021, approximately 7000 builders, building surveyors and licensed plumbers were invited to complete an online survey exploring their experiences with the BPC's regulation and proactive monitoring activities, with a particular focus on PIP and PAP, to understand current awareness of and engagement with these programs. There were 482 responses to the online survey (response rate of 6.9%). Ten qualitative interviews were conducted in January 2022 to develop a more detailed understanding of stakeholder experiences and perceptions.

The research identified general awareness of PIP and PAP was high. Around 2 in 3 builders and building surveyors felt well informed about the PIP, and 3 in 4 plumbers felt well informed about the PAP. Most saw value in the programs for industry and consumers through early identification of compliance risks. Those who had prior awareness and understanding of the programs expressed more positive sentiments compared to those who had not.

Major stakeholder perceptions research

In April and May 2022, a series of 30 in-depth interviews were conducted with the BPC's major stakeholders, to understand their perceptions of how the BPC is performing in relation to 3 of the strategic pillars outlined in Vision 27, Pillar 1: A trusted regulator, Pillar 2: A knowledge organisation, and Pillar 3: An effective connector.

Key insights from the research show broad stakeholder understanding and support for Vision27, with positive sentiment expressed for the 3 pillars as a sign that the BPC is stepping forward in the right direction. The pillars also align with stakeholder perceptions of the BPC’s core functions. The research also identified opportunities for the BPC to continue to engage closely with these stakeholders in shaping how it delivers on these 3 pillars over the next 5 years.

What difference this made

The market research results highlight useful information to help shape our future communication channels; improve our flagship regulatory interventions through the PIP and PAP programs and inform future activities and measurement of outcomes identified in Vision27.

Download the reports

Read the full reports: Market research of stakeholder perceptions and preferences.