Understanding member satisfaction to improve member experience
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 MX research is conducted each year in October/November with the benchmarking report available in early February – just in time for consideration as part of your strategic planning process. We can also conduct this research outside of this cycle if necessary.
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.