The Theory Behind
Simple Surveys
Why traditional surveys are failing your club
Like most clubs, yours probably sends out an annual survey TRYING to assess how happy and loyal your members are. But annual surveys just don’t work and here’s why – they make too many mistakes.
Surveys are
TOO long
Surveys aren’t
sent in a timely fashion
Results go
nowhere
We created MemberInsight because we knew there was a better way
The Net Promoter System (NPS)
One. Simple. Question.
Step 1:
Create & Send Automated Surveys
MemberInsight works by sending a one question survey asking members:
"What is the likelihood that you would recommend 'x'
to someone you know?"
Step 2:
Collect Member Feedback
Using a 1-10 Rating Scale, we can determine
Detractors
Scores of 6 and below
Unhappy members who are ‘at risk’ and spread the majority of the bad word-of-mouth
Passive
Scores of 7 and 8
Satisfied but unenthusiastic members who can be easily wooed by the competition
Promoters
Scores of 9 and 10
Loyal members who keep buying from a company and urge friends to do the same
Step 3:
Follow Up With Members
When your club turns information into action, not only do you correct problems as they occur, but you elevate your whole club’s service levels. Ultimately, MemberInsight helps turn your existing members into your biggest marketing asset – PROMOTERS!