Membership satisfaction is one of the many factors that contribute to an organization's success or failure. To increase overall satisfaction and personalization of the relationship between you and your member, send out membership satisfaction questions regularly to give people an outlet for their opinions.
Stuck on what questions you should be asking? We have you covered, here are over 30 membership survey questions that will surely increase your organization's overall satisfaction.
First, it is essential to get to know your members. This way even if your survey is anonymous, your organization can get engaged in how involved this individual is with your organization.
1. How long have you been with our organization?
With all types of membership lengths, you may not give the same survey to new members that you give long-term members. However, your organization has grown and developed over the years to fit your membership base best. Therefore, this question is a great way to distinguish the feedback they give from the very beginning.
2. How did you hear about us?
Asking members how they heard about your organization is an excellent question for member satisfaction and marketing analytics to know what marketing techniques your members responded to best.
3. How many events do you usually attend per quarter?
Another way to get to know who is taking your survey would be to ask how many events they typically attend per quarter/year. Again, it is an easy way to engage their engagement with your organization. Ask members to list their least and most favorite events and why to see what you can improve when organizing your next event. It is also important to know current information from your members.
4. What activities would you like to see more/less of?
This question is perfect to see what events your members best resonated with and what activities your organization should do more/less of.
5. Have you ever served with our organization on a board/committee?
Knowing whether or not the respondent has ever been executive involved with your organization is a good indication of how they will respond to your survey questions. It also helps to have an insider opinion of your organization.
6. How responsive have we been to your questions/concerns about our offerings?
This question requires your organization to ensure they provide the highest quality customer support and that your members are being taken care of.
7. How likely are you to recommend our organization to a friend?
How likely your members recommend the organization to a friend is an excellent indicator of how much value this individual believes your organization is providing to them and potentially other friends. If they say they would be willing to recommend one of their friends, add a comment section for that individual's contact information so your organization can get in touch with them!
8. How likely are you to renew your membership this upcoming year?
Gage potential retention rates for those already involved with your organization. Like many other questions, this question can easily indicate whether or not your organization is providing value to the consumer.
9. Do you currently follow us on our social media platforms?
It is a great question to increase your social media profile engagement. If they don’t follow your social media, place links to all your social media pages in the survey so they can stay updated with your extraordinary events!
10. What is the most efficient way to contact you?
A great way to end your survey would be to receive their contact information and have them say the best way to contact them. Don't miss out on that valuable contact info.
11. What made you join our organization?
When you know why they joined, you'll be able to understand better what kind of services they're looking for. This question also provides valuable information about whether your organization's mission statement is clear and whether the value proposition resonates with potential members.
12. What are the biggest challenges you face when attending events in your area?
Ask this survey question at the end of each event or service. Have someone on staff who can read and record answers. Online survey tools can create your surveys with custom templates. Ask open-ended questions that prompt them to share their thoughts.
13. How important is it for our events/services to include content related to [your cause]?
This question shows that the organization cares about its members and wants to help them in any way possible. Members who are engaged are more likely to participate in services and events that resonate with them. Additionally, they are more likely to donate money or volunteer their time to such causes. The more satisfied and engaged your members are, the better you can do that.
14. How long have you been a member of our organization?
This membership survey question helps determine whether it's time for a membership renewal plan or perhaps even an expansion campaign.
15. What do you like/dislike about being a member?
Based on the answers to these two questions, you will be able to determine if their expectations have been met or exceeded and if they have suggestions for improvement. In addition, does their opinion differ from that of other members? If so, then this may be an indicator that there are some issues within your organization that need addressing.
16. What is the typical cost of each event or service that you attend, if any?
If you ask the typical cost of each event or service the members attend, it provides insight into how much members are spending on their membership and what they are getting out of it.
17. Are there specific types of events or services that you would like to see more often in your area? If so, why would they benefit people like you who live in this community?
Always ask your members if there are any specific types of events or services that they would like to see more often in their area. It allows you to gauge their needs and tailor future programs accordingly. It’s important to know what they want, but it’s even more important to understand why so that you can offer more of those things in the future.
18. Have we ever reached out to you through email, phone calls, or other means of communication? If so, how often do we contact you? How do these contacts make you feel about being part of our community?
As a nonprofit organization, you need to know what your members want and how often they want to hear from you through this member needs assessment survey. It is especially true if you’re asking them for donations or volunteers. You can’t just assume that everyone is happy with your communications frequency and that no one wants more information about what you do.
19. On a scale from 1-10, how satisfied are you with your membership benefits?
Once you know what makes up the customer satisfaction score, you can begin tracking these metrics over time to see if there are any trends or spikes that indicate areas where you might want to improve.
Pay close attention to how people feel about different aspects of your community and what needs explicit attention at present. Once clear, take appropriate action quickly.
20. Why/why not you would recommend us to a colleague or friend?
This one can significantly impact your overall results among all the membership survey questions. This question is crucial because it gives you insight into what makes the organization stand out from others.
If people don't feel like the organization stands out, then there's a good chance other organizations will be more attractive. On top of this, asking about why someone would or wouldn't recommend your organization provides an opportunity for you to get feedback on your customer service and offerings.
For example, suppose someone mentions they were unhappy with their customer experience because they had trouble contacting anyone over email. In that case, this could indicate that your email system isn't working correctly—something that needs fixing!
21. Are there any policies/procedures that make it hard for you to utilize our services or enjoy the benefits of being a member? If so, please provide more details.
This question is a must when trying to improve your services. That's why you should ask your members if they encounter policies or procedures that hinder them from using membership benefits. Then, identify ways to make their lives easier.
22. What resources do you wish we could provide to help improve your experience with us?
It's a great way to shed light on your strengths and weaknesses, and getting feedback from the people who matter most can be fun. If a lot of people have mentioned the same problem, it’s likely that something is broken or needs fixing. It is also helpful if several people have the same issue.
If most people say they’re satisfied with something, but there are still some complaints, there may be steps you can take to make things even better.
23. On a scale of 0-10, how useful do you find our website to be in finding information about our classes, events, and resources offered by our organization? If the answer is less than 8, please explain why.
It's essential to ensure that your website is easy to use and provides all the information your members need. One way to do this is to ask your members for feedback on how they find your website. Whether you're trying to build a website or improve an existing one, here are some tips for making sure it's easy to use:
- Use the right words. Using jargon that only your industry understands makes it difficult for people outside of that field to understand.
- Keep it simple. If you have too many options on your site, people won't know where to start—or what they should do next.
- Clear things by providing examples of what customers can expect from each member category or service (e.g., “our certified technicians”).
24. In what areas could our staff provide more valuable service? (If applicable)
It is essential to ask your members what areas they feel your organization's staff could improve. By asking your members how you could better serve them, you demonstrate that you value their input and are committed to providing the best possible experience for everyone involved.
25. What are the benefits of your membership?
Membership benefits are the main selling point for recruitment, so they should be in your survey. For example:
- What is the benefit of your membership to your business?
- What is the benefit of your membership to you personally?
26. How can we improve your satisfaction with the organization?
Members want to know that you hear them. They want to help shape the organization by having a say in what's important and what works, and they expect those in power to listen.
Organizations should use member feedback as an opportunity for improvement: if members have suggestions or complaints, hear them out; if they ask questions, answer them; if they comment about something positive happening within the organization, recognize it. It is a chance for organizations to demonstrate that they value their members' opinions and contributions, creating a stronger bond between them and their membership base.
27. Do you feel you are getting value from your membership? If yes, what is providing that value to you? If not, why not?
When taking the member satisfaction survey, it's essential to consider what value members receive from their membership. Membership benefits are more than just free food and drinks at events—they should be something to provide real value and make the organization stand out in a competitive marketplace.
Members should be able to articulate why they feel their membership has value, whether through socializing with fellow members or getting discounts on goods and services they frequently use outside your organization's events or programs. Suppose people don't see their membership as providing tangible benefits. In that case, they'll quickly become disillusioned as soon as they realize there are no perks attached to paying an annual fee.
28. Which member benefit do you find the most useful?
This question provides a way for a club, chambers of commerce, associations, or other groups to find out how its members feel about the organization, its programs, services, and their involvement.
29. What other benefits would you like us to provide?
When deciding what membership survey questions to ask current members, it's important to remember that the goal is not only to increase the overall satisfaction with an organization but also to determine ways in which it can better serve what a member needs.
Asking what other benefits you would like us to provide will allow you to learn about some of these issues and ensure that your organization offers as much value as possible for each member's investment.
Another way organizations fail at increasing member satisfaction is by forgetting about their existing customer base. You don't want your customers thinking they are only there because they don't know any better. Instead, find ways to show them how much you appreciate them through surveys or emails asking their opinions on potential organizational changes (e.g., adding new services).
30. Does your membership allow you to achieve your personal or business goals?
The best way to analyze your membership program is to ask your members what benefits they receive from joining your organization. You might also ask them if they think the membership is worth the price. If you have an annual renewal process, you can use these questions as part of your renewal process.
31. Are there any changes (positive or negative) that have occurred in your business recently that impact how our organization can assist your business moving forward?
Understanding what changes have occurred in members' businesses recently is essential so you can determine whether the organization should alter its services or benefits. For example, if they introduce a new offering that requires more time and energy, the member may need additional help from the organization.
On the other hand, negative changes such as a loss in revenue or an increase in overhead can also impact how you can assist their business moving forward.
32. What do you like least about our organization, and what could be improved?
For many reasons, asking members what they like least about the organization is beneficial. First and foremost, it allows you to gather feedback on how you're doing and what your members would like to see changed. This information can help you improve as an organization, making it more appealing to potential members in the future.
Second, this question allows your members to let their voices out so that you can meet their needs better than ever before. Everyone must get a chance to have their say—even if they don't always say nice things!
33. Do you have any suggestions for better understanding your business needs, interests, and priorities?
This "question" is a statement that asks for a response. The best question elicits an answer that the survey-taker can do something with. In this case, asking members what they want is not enough. You need to ask them what they want so you can improve your program.
All-in-One Solution for Designing and Sharing Customized Surveys
As an organization, your members are your most valuable asset. So you want to ensure they are happy and engaged in your work. To do this, you need to communicate with them effectively. And that's where Glue Up comes in.
Glue Up is the all-in-one solution for designing and sharing customized surveys with your members. With Glue Up, you can gather data on your members' satisfaction, engagement, and needs. This data will help you make informed decisions about your organization. And best of all, Glue Up is easy to use.
It boils down to the fact that if you do not use the information provided by these surveys to improve your organization, it is a waste of time for everyone involved. Make sure you listen to the people already involved with your organization and change the aspects that need to be changed! You can also leverage surveys to grow your membership!
Need more than just a survey to improve members' experience? Book a demo with Glue Up, and we'll show you how it's possible to engage and grow your membership base while satisfying them. Like the article? Share it with your friends!