Understanding your members to improve member experience
Member experience is your members’ holistic perception of their experience with your association. Member experience 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 member experience 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.
Member Experience Research
The research delivers customised, 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 reveals:
- How likely members are to renew and recommend your association, including your Net Promoter Score
- Member perceptions of your overall value and performance
- Member satisfaction with your membership benefits, the services you deliver, communications and governance
- Key member insights including why new members join and demographic profiles.
You can segment the results (for example, by member type or location) and include non-members in the research if desired.
Want to improve your member experience?
If you would like to learn more about participating in this important research contact Nicki Hauser today!