Here are some common questions managers ask about Member Feedback:
Why should we conduct a member feedback survey?
Surveys provide honest, quantifiable data on member satisfaction, engagement, and perceived value. They highlight areas for improvement, such as facilities, events or communication. They show members that their opinion is valued.
How much does it cost?
The cost of a member feedback survey depends on the size of your member base and the type of survey you choose. We will provide you with a quote based on your needs. Surveys consisting of core questions and shorter questionnaires can be completed at a lower cost. Specialised techniques, like Choice-based Conjoint Analysis, whilst delivering valuable insights, cost a bit more.
What are the most important topics to cover in the survey?
Focus on the member experience and issues that affect member retention, such as:
- Facilities
- Staff/service quality
- Events
- Communication
- Engagement
- Value
What geographic areas do you service?
Any area within Australia. Other countries can also be serviced. However, there may be challenges relating to timezones and currency.
How long should the survey be to maximize participation?
Keep it as short as possible. Ideally, a survey should take no more than 5 to 10 minutes to complete. Long surveys lead to lower response rates and less thoughtful answers.
What should members do if they encounter a technical issue while taking the survey?
They will be given a link to a contact form for support.
How do you ensure that members' privacy is protected?
The only details that members need to provide are a name or email address and a unique code or number, like a membership number. This enables them to login to the survey and complete it once only. These identifiers are held in a secure online database (Google Firebase) and protected by authentication credentials. Nothing is ever revealed to anyone else.
How long does it take before I receive the results?
It normally takes around two weeks to discuss and finalise the questionnaire and prepare the member list for the survey. Then, we recommend a fieldwork period of two weeks and results will then be available within 2 weeks.
What do I get out of a member feedback survey?
A report containing an Executive Summary, a detailed analysis of the results, and a list of conclusions and recommendations. Once the report has been circulated and perused, a Zoom meeting will be scheduled to discuss the findings.
This can be followed up with an Zoom meeting with members to present the findings to them. This will be quoted separately if required.