Sample Association Member Satisfaction Survey Questions

This is the InfoQuest library of sample association member satisfaction survey questions.  They have been used extensively by not-for-profit organisations such as credit unions and specialist member federations.  Each question set consists of 4 cards.  You can have up to 60 questions and statements (15 question sets) in a survey without affecting the response rate.

This library is also available as a pdf.

1. Overall

A. On an overall basis, how satisfied are you with our association?

B. How satisfied are you with the ease of doing business with our association?

C. I intend to remain a member of your association.

D. I would recommend your association to an associate.

PERCEPTIONS OF ORGANIZATION CATEGORIES

2. Value of Information

A. How satisfied are you with the association as an information resource?

B. News and information I receive is valuable in the conduct of my business.

C. I receive news and information from the association that is not readily available through other sources.

D. The news and information I receive is timely and up to date.

3. Professionalism

A. How satisfied are you with the overall professionalism of the association?

B. The association meets my expectations of professionalism in a business advocate.

C. All printed material produced by the association is of a professional quality.

D. Your personnel always conduct themselves in a professional manner.

4. Representation

A. How satisfied are you with how we represent your business interests?

B. Through membership in the association I enjoy the strength of numbers.

C. The association promotes issues that are important to me.

D. I know the association is actively looking out for my best interests.

5. Member Impressions

A. How satisfied are you with the association as a business partner?

B. The association is a valuable contributor to the success of our industry.

C. Overall, the association’s staff make me feel as though they have my best interests in mind.

D. The association listens and responds to me when I have a problem.

6. Assistance

A. How satisfied are you with the overall ability of the association to assist you?

B. Questions and needs are responded to quickly and efficiently.

C. The association has the knowledge and expertise to address any needs I may have.

D. If my business had a particular problem, I would use the resources of the association to help solve it.

BUSINESS PRACTICES CATEGORIES

7. Responsiveness

A. How satisfied are you with the responsiveness of the association?

B. If someone cannot initially answer my question, they find the answer and get back to me promptly.

C. The association always keeps the promises it makes.

D. The association is knowledgeable of and responsive to my business needs.

8. Business Practices

A. How satisfied are you with the way we conduct business?

B. Once I am connected to the right person, any questions or problems I have are quickly resolved.

C. The individuals that I interact with at the association are responsive to my needs.

D. The association seems to do everything it can to streamline processes.

9. Business Practices

A. How satisfied are you with the way we conduct business?

B. Your business practices are easy to understand.

C. I can always count on the association to meet its promises and commitments.

D. Overall, the association is an easy organization to deal with.

10. Telephone Communication

A. How satisfied are you with our telephone support systems?

B. When I call, I am always connected to someone who can help me.

C. The association’s staff has a thorough knowledge of your products, services and policies.

D. When I am unable to initially contact someone, I know they will return my call promptly.

11. Communication

A. How satisfied are you with the association’s overall communication efforts?

B. The association staff routinely stay in touch with me to keep me apprised of issues that may affect me.

C. Everyone in the association seems committed to helping meet my business needs.

D. I know exactly who to contact when I have questions or a need for information.

12. Billing and Invoicing

A. How satisfied are you with our billing and invoicing procedures?

B. Invoices from the association are complete and accurate.

C. Billing issues are fairly and satisfactorily resolved.

D. When there is an issue with an invoice, your personnel are helpful and accommodating.

13. Ordering Goods & Services

A. How satisfied are you with the effectiveness with which we process orders?

B. I never experience problems when I place an order for goods or services.

C. Ordering services or materials from the association is an easy process.

D. Goods or services I order are promptly delivered.

CALL THE HELP LINE – +44 (0)1484 868 390

MEMBER SERVICES CATEGORIES

14. Member Services

A. How satisfied are you with the quality of member services we provide?

B. The benefits you offer to members is a major reason I am a member of the association.

C. The variety of services you offer fully meets the needs of my business.

D. Your educational programs and materials provide me with an important resource.

15. Member Services

A. How satisfied are you with the variety of our support and benefit programs?

B. The variety of your benefit and support programs fully meets my needs.

C. The quality of your support and benefit programs is a major reason I belong to the association.

D. Overall, your member benefits and services package represents an excellent value.

16. Program Seminars

A. How satisfied are you with the variety of educational programs and seminars we offer?

B. The programs and seminars you offer satisfy my informational needs.

C. Your programs and seminars give me access to valuable business knowledge.

D. I cannot think of any additional programs or seminars you could offer that I would be interested in.

17. Program Seminars

A. How satisfied are you with the quality of educational programs and seminars we provide?

B. Your programs and seminars are a valuable benefit of membership.

C. The cost of the programs and seminars you offer is reasonable.

D. Programs and seminars offered by the association are thorough and professionally produced.

18. Program Seminars

A. How satisfied are you with the informational programs and seminars we offer?

B. The diversity of the programs you offer is excellent.

C. The quality of the programs you offer easily justify the cost.

D. The frequency and length of your programs and seminars meet my business needs.

19. Training Courses

A. How satisfied are you with the training courses we provide?

B. The subject content of available training programs is complete and effective.

C. Your training program instructors are knowledgeable of the subject matters they teach.

D. Your training courses are of the right duration and frequency.

20. Training Material

A. How satisfied are you with the training material we provide?

B. The training material is complete and effective.

C. The training material is easy to understand and follow.

D. The training material is up to date.

21. Trade Shows

A. How satisfied are you with our annual trade show?

B. The annual trade show helps keep me abreast of new trends and services.

C. The annual trade show is a major benefit of association membership.

D. The annual trade show is an excellent vehicle for networking.

22. Consulting Services

A. How satisfied are you with the consulting services we offer our members?

B. I know enough about your consulting services to understand what they can do for me.

C. Your field consultants thoroughly know and understand my business.

D. If I were facing a particular business challenge, I would not hesitate to use your consulting services.

23. Lobbying Efforts

A. How satisfied are you with how we represent your needs on legislative and regulatory issues?

B. The lobbying efforts of the association are consistent with my views of legislative and regulatory need.

C. The association effectively communicates our industry’s needs to legislative and regulatory leaders.

D. The association’s lobbying efforts have brought about positive changes for our industry.

CALL THE HELP LINE – +44 (0)1484 868 390

COMMUNICATIONS CATEGORIES

24. Newsletter Quality

A. How satisfied are you with the quality of information in our newsletter?

B. The articles and information in your newsletter are extremely informative.

C. The articles in your newsletter contain the right mix of technical and management issues.

D. Your coverage of industry trends and activities satisfies my informational needs.

25. Newsletter Retention

A. How satisfied are you with our newsletter as a source of information?

B. I read every issue of your newsletter that I receive.

C. I normally share issues of the newsletter with others in my company.

D. I save most issues of your newsletter as a reference source.

26. Newsletter Value

A. How satisfied are you with the style and content of our newsletter?

B. The size of the newsletter should be increased.

C. The length of newsletter articles are sufficient to provide all the detail I need.

D. If I weren’t a member, I would be willing to pay for a subscription to receive your newsletter.

27. Web Site

A. How satisfied are you with our web site?

B. Your web site is a good source of up to date information

C. Your web site is easy to use.

D. I have used your web site as an additional reference source.

28. Advertising

A. How satisfied are you with our overall advertising efforts?

B. Advertising placed by the association generates demand for member services.

C. Advertising placed by the association reaches the right audience.

D. Advertising is the most effective way the association can generate business for its members.

29. Promotion

A. How satisfied are you with our overall efforts for promoting our industry?

B. The association’s promotional activities generate visibility and awareness of our industry.

C. I can not think of any promotional activities that would be more effective than current efforts.

D. Promotional activities are most effective way the association can generate business for its members.

CALL THE HELP LINE – +44 (0)1484 868 390

MANAGEMENT CATEGORIES

30. Management

A. How satisfied are you with the commitment of our association’s management to assist you?

B. I am afforded the opportunity to meet with or talk to association management whenever I need to.

C. I have no need for a planning session with key members of your management staff.

D. I have been afforded the invitation and opportunity to visit your facilities.

31. Management Interactions

A. How satisfied are you with your interactions with our management?

B. The management people I have contacted in the association are member focused.

C. I know that your management is available to address my problems and concerns.

D. I can always contact someone in the association who can make decisions that affect me.

 

Contact InfoQuest to start organising your survey

Contact Us