Your Voice, Your Impact:
2026 IBN Member Survey Insights
At IBN, our Members are at the heart of everything that we do. Every conversation, suggestion, and piece of feedback helps us to better understand what matters most to our community.
One of the most rewarding outcomes from this year’s survey is the positive feedback about Members’ experiences with IBN.
Overall, 88% of survey participants said their overall experience with IBN either met or exceeded expectations, with 22% confirming we exceeded their expectations.
This is a 37.5% increase in exceeding expectations since 2024!
Even more encouraging is that survey participation has grown by 80% since 2022. This steady increase over the past five surveys shows us that more Members are engaging with IBN and sharing valuable insights that help shape our future programs.
Members also shared positive feedback across several key areas:
The survey also tells us an important story about progress over time.Â
Compared with 2025, Members reported stronger confidence in IBN’s responsiveness. Agreement that IBN responds to queries in a timely manner increased by nearly 10%, while disagreement fell by more than 40%.
Community confidence has also continued to grow. Positive perceptions of IBN increased by nearly 15%, while negative perceptions declined by almost 24%, reflecting the positive impact of ongoing improvements across our organisation.
Interestingly, more than 80% of survey participants over the past three years have said they rarely or never visit an IBN office. This reinforces the importance of continuing to strengthen our digital services, phone support and online Member Portal so Members can access IBN wherever they are.
What's Next?
Member Feedback continues to play an important role in shaping how IBN designs and delivers programs and services. The insights gathered through the 2026 Member Survey help IBN to understand changing needs, identify opportunities for improvement, and ensure we continue to deliver meaningful outcomes for Members and their communities.
In response to Member Feedback, IBN has reviewed the Community Programs structure and priorities for 2026-27. The changes and additions are designed to strengthen the support available to Members, improve access to services, and ensure IBN’s Community Programs remain aligned with the needs of our Members.
Funding for Education has increased, and Employment and Skills Training has been incorporated into the Education program, with the goal of creating a more connected pathway of learning, skills development, and opportunity. Additionally, Childcare Support has been made available, recognising the importance of removing barriers to participation and achievement.
A dedicated $600,000 Elder Support program has been established. Moving Elder Support into its own program category allows us to provide a more focused approach that recognises the unique needs and contributions of IBN Elders.
The Household Essentials Program remains our largest and most utilised area, increasing by $350,000 to a total program budget of $10,000,000. This reflects the ongoing importance of supporting IBN Members with household needs and everyday essentials. By using Member Feedback to guide our decisions, IBN is ensuring our programs remain responsive and focused.
As part of the 2026-27 Community Programs review, IBN has also focused on improving the way programs are structured and presented to Members. We have refined program categories, created clearer pathways of support, and aligned related services under more relevant program areas. These changes reduce complexity and are part of IBN’s commitment to evolving our Member-focused model and ensure ongoing accessibility and engagement.
