The global body for professional accountants

ACCA's key achievements for the year are summarised below. We have focused on our performance against our measures for the 2015 strategy, through which ACCA aims to become the leading global professional accountancy body in reputation, influence and size.


We give particular attention to areas found to be of importance to stakeholders, including members, identified through our materiality analysis which has formed a central part of the development of our first integrated report.



Our growth is up from 147,265 members in 2010-11 (4.8% growth) and 423,935 students (2.0% growth) in 2010-11.


Membership growth

Membership growth graph

Membership by region

Membership by region table

98.5% Member retention  

We exceeded our target of 98.3% demonstrating the value members derive from the ACCA Qualification. In a survey, members said they thought ACCA offered best overall value in terms of the membership subscription fee among international bodies.

Enhancing our public voice

We increased our reputation as a body advocating global policy positions which promote public value, according to an independent survey of employers of accountants. This is important at a time of enhanced scrutiny of the profession from key regulators and policy makers around the world. ACCA is responding by calling for standards to be developed which protect the public interest, work for business and enhance investor confidence.

Launching our ten new Global Forums to give us relevant, global input into our technical agenda

In September 2011, we reinvigorated our research and technical agenda with the creation of new international forums, bringing together expertise from all sectors around the world to tackle issues that are critical to the future of the profession and global business.

Developing the accountancy profession in Singapore

ACCA was proud to be awarded the tender by the Pro-Tem Singapore Accountancy Council to develop a new post-university professional qualification for Singapore.

77.2% Member and student satisfaction  

Member and student satisfaction

We have maintained a high level of overall customer satisfaction, with scores remaining consistent with results for 2010-11.

Improving our digital offerings, making us much easier to do business with online

Sustained investment in customer service over the past 12 months has seen customer service and IT Service Level Agreements reached and the online customer experience improved. 75% of students and 70% of members now say that ACCA is easy to do business with online.

ACCA Connect, our global contact centre, now operating 24/7, 365

Reducing the time we take to issue exam results by one full week  

In September 2011, ACCA became the first professional accountancy body to provide this round-the-clock contact service.

As a result of better and faster processes, we have been able to reduce the amount of time students have to wait for exam results.

New and renewed global accountancy partnerships

Agreements were signed in the  past year with ACT (the Association of Corporate Treasurers), CGA Canada, CIOT (the Chartered Institute of Taxation) and MICPA (the Malaysian Institute of Certified Public Accountants). ACCA now has 73 global accountancy partnerships.

Beginning our long-term move towards the e-assessment of all our exams

2011-12 saw the early stages of ACCA's move towards delivering exams online, meeting employers' calls for greater flexibility and relevance to the current and future work environment.

Centralising contact for nine key student and member markets, giving a globally consistent service, benchmarked to industry standards

Following our successful pilot in Hong Kong SAR, we have centralised transactional telephony and all email contact for direct customers in Australia, the Czech Republic, Ireland, Malaysia, New Zealand, Poland, Romania and Singapore, with all calls charged at local rates.

Strengthening our infrastructure by transferring our it services to managed, external centres

Since going live in November 2011, this change has significantly improved our systems reliability, giving ACCA a platform on which to build its online offering in 2012-13 and beyond.

Launching our new jobs website ACCA Careers  

In response to customer demand, ACCA Careers was launched in September 2011 and has attracted over 21,000 registered users and over 10,000 job listings in its first six months of operation.

We have redesigned significant sections of our website, including all section homepages, our pages for prospective students, employers and our research and insights content. All redesigned pages are hosted on a new platform that has been extensively stress-tested so it can handle significant traffic.

Last updated: 5 Mar 2015

Related documents

  • Annual Report 2011-12

    PDF 7.17MB
  • CSR Statement 2011-12

    PDF 1.48MB
  • Accounts 2011-12

    PDF 621KB
  • Annual General Meeting

    PDF 581KB