2021 Member Satisfaction Survey results

Across November we gathered your feedback via our online annual Membership Satisfaction Survey, and a huge thanks goes to those of you who took the time to complete it. The survey provides members with the opportunity to share their views on our products and services and suggest improvements for the future.

91% of members stated that they were either very satisfied or satisfied with their Association membership which is fantastic feedback and offers us a key metric to benchmark against moving forward. We are extremely pleased with those items highlighted in green as these show an improvement upon last year or that we have exceeded our target of 75% Excellent or Good feedback.

A new addition to the survey this year was gathering our Net Promoter Score (NPS)– a customer loyalty and satisfaction measurement, determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. Our Net Promoter Score is +43 which is a big positive and will now be used as an important KPI for us to measure performance against. According to Survey Monkey’s global benchmark data, which accounts for the NPS of more than 150,000 organisations, the average score is +32 meaning that the Association’s score is 26% higher than this average.

Membership Services- rated good or excellent

Membership Products - rated good excellent

View further key highlights from the Member Satisfaction Survey here.