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 MX Report reveals:

  • How engaged your members are (and how this compares to best-practice)
  • How likely members are to renew and recommend your association, including your Net Promoter Score
  • Member perceptions of your overall value and performance
  • What members most expect from you and how well you are performing on your promise to members
  • 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 deepen the insights you gain by:

  • segmenting the results (for example, by member type or location)
  • including non-members in the research
  • 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 contact Nicki Hauser today!

It’s one thing to have a vision, but executing it and doing so to the highest standards requires experience, talent and dedication. FineHaus has brought all of these qualities to the table and more in helping ALTA grow from a casual meetup over drinks into a beacon of innovation and community on the global legal technology landscape.

Beyond consistently providing the organisational capabilities to drive the association forward on a daily basis, FineHaus has delivered services at every level of event organisation from planning all the way to operations, giving members peace of mind.

Stevie Ghiassi, Founding Chair Australian Legal Technology Association


“The FineHaus team have done an outstanding job since taking on association and conference management for our organisation. They have understood us and our vision and worked with us to move our association forward. Their expertise, innovation and professional support have been exemplary. We are confident that with FineHaus assisting our association, we will not only achieve our strategic aims – but far exceed them. 

“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.  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 highly recommend them to any organisation about to undertake this journey.”

Karen Lee, CEO, Institute of Professional Editors


FineHaus worked with the Asset Management Council to review the membership model in an effort to enhance value for membership, increase utilisation of services and increase membership reach. The work undertaken was comprehensive and robust, providing confidence that the new membership model to be implemented will succeed.

Dr Anne Gibbs, CEO, Asset Management Council