Understanding member satisfaction & engagement to improve member experience

Delivering a consistently positive member experience to satisfied and engaged members is the equivalent of the holy grail for membership associations – a goal to strive towards that is incredibly difficult to achieve.

Member experience (MX) is your members’ holistic perception of their experience with your association. MX is the cumulative result of every interaction with your association – from navigating your website, to attending your events, to volunteering on a committee or reading your emails. Everything you do impacts your members’ satisfaction, their engagement with your association and their decision to renew and recommend your association to others – so consistently delivering  great MX is the key to success.

Understanding exactly how your members perceive your association and their satisfaction with your performance is the first step on the journey to improving your members’ experience. To help you do this, we have teamed up with the highly-respected researchers at beaton.  Together, we have decades of experience with association management and satisfaction research.

Member Experience Research

The beaton + FineHaus MX research delivers affordable, independent and quantitative data-driven insights into your members’ satisfaction that you need to assess your performance, inform your strategy and direct your improvement efforts. The research is conducted using a proven empirical model that’s been refined through years of experience and research expertise.


The next round of research will be conducted in March, 2020, with the results available in late May 2020.

The MX research costs just $1,500 (ex GST) for associations with up to 3,000 members.

You can deepen the insights you gain from the standard MX research for a modest additional investment by:

  • segmenting the results (for example, by member type or location)
  • including non-members in the research
  • benchmarking your performance on each metric to best-practice for participating associations
  • adding custom questions
  • conducting membership price sensitivity analysis
  • analysing your performance for each area year-on-year.
The insight we receive from the beaton member satisfaction research assists us to hear our members feedback and plan for the future. Understanding that data and making adjustments where necessary to our value proposition is paramount in remaining relevant to our members and the profession. David Williams, CEO, The Planning Institute of Australia
IPWEA has used the beaton surveys to shape our strategic planning since 2012. The research provides critical decision making data in an easy to understand and informative manner. We highly recommend this member satisfaction service.  Robert Fuller, CEO, Institute of Public Works Engineering Australasia


Want to improve your member experience?

If you would like to learn more about participating in this important research, read the information kit or contact Nicki Hauser today!

“Working together as a virtual management team …Nicki and Connie drove impressive growth at ALPMA, achieving significant increases in membership and sponsorship, while transforming ALPMA’s online presence, streamlining its operations and significantly increasing the financial performance and profile of ALPMA’s flagship event, the ALPMA Summit. 

They bring infectious passion and enthusiasm to everything they do. I can’t recommend them highly enough.”

Warrick McLean, Past President, Australasian Legal Practice Management Association


Strategic planning is one of the most important processes for an organisation to undertake. We were fortunate to have FineHaus as facilitators to guide us skilfully through what can be a challenging and often time-fraught process.

We would not hesitate to work with Nicki and Connie again and highly recommend them to any organisation about to undertake this journey. We could not think of better navigators.”

Karen Lee, CEO, Institute of Professional Editors


From dreamy concept to the nitty gritty details of delivery, Finehaus were committed to ensuring that ALTACON was a success. Nicki and Conniewere able to remain simultaneously focused on the goal, the members and the financial outcome to ensure that everything from speakers to sponsorship, food, fun and fellowship – nothing was forgotten, no stone unturned, and no issue too big for them to tackle.

Any association would be lucky to have them as part of the team. 

Jodie Baker, Chair, Australian Legal Technology Association


Nicki and Connie from FineHaus worked with the Asset Management Council over an eight month period to review the membership model currently used by the Council in an effort to enhance value for membership, increase utilisation of services and increase membership reach. The work undertaken by FineHaus was comprehensive and robust, providing confidence that the new membership model to be implemented will succeed.

Dr Anne Gibbs, CEO, Asset Management Council