Membership Study 1: Membership Satisfaction Analysis

A membership body we worked with wanted to know which services they should focus their efforts into improving. We analysed their members' ratings for how important services were and how satisfied they were with these services. We took the findings of the service gap analysis and used the data to construct a matrix model of their membership services.

This provided them with a model of their service offering, analysed in terms of satisfaction and importance to members. It provided the project team with a clear road map of which services required review and improvement.

Conclusion: The team was able to identify and prioritise which core services required the most attention in terms of service improvement.

We used a series of brainstorming sessions to identify strategies to improve services that had high importance but low member satisfaction. We then helped the client to evaluate these options to determine which strategies to pursue.