For any of us who are in the customer loyalty business – that is, continuously working on our portfolio, our strategic initiatives, services and offerings to deliver more value to members, NPS helps net out the customer experience. There are studies that show a direct relationship between … [Read more...] about Net Promoter Score – A Customer Experience Measurement
Surveys
Four Essential Steps to Successfully Reach Your Members
“We (the association) must be relentless in convincing our members that we matter to them in order to survive. It’s our job to show them how we matter,” said association executive Mary Cano in a discussion about planning for new ways to communicate with members. Associations invest extraordinary … [Read more...] about Four Essential Steps to Successfully Reach Your Members
To Get the Best Response Rate, Sell Your Survey Ahead of Time
A board member recently said this in a Board of Directors meeting: “While I do believe we should conduct member surveys, it’s the involved members who answer, not the uninvolved ones. Consequently, I’m not a fan of surveys.” Is this a valid reason to doubt member research? Association … [Read more...] about To Get the Best Response Rate, Sell Your Survey Ahead of Time
Confidence That You Will Achieve a Valid Sampling When You Survey: Here Are Four Considerations
In a research study, the best case scenario is that everybody who matters takes your survey. When a population is the right size, and accessible, you could reach out to all of them. This kind of survey that covers the entire target population is called a census. However, most of the time we … [Read more...] about Confidence That You Will Achieve a Valid Sampling When You Survey: Here Are Four Considerations
Survey Speculation
An Association Executive recently said this in a Board of Directors meeting: "While I do believe in member surveys, it's the involved members who answer, not the un-involved ones. Consequently, I'm not a fan of surveys." Is this objection a valid reason to doubt or avoid member research? 1. … [Read more...] about Survey Speculation
Get the Best Payoff from Your Research Investment
Change in an organization can be daunting, but much less so with solid research to guide and support your decisions. Survey research is a science. It calls for expertise to make sure results from a sampling of members can be applied to the larger group. Survey research is also an art; interpreting … [Read more...] about Get the Best Payoff from Your Research Investment
