listening to your members: the member satisfaction survey ... · the member satisfaction survey...

Listening to your members: The satisfaction survey

CHF Canada Workshop 1

Listening to your members: The member satisfaction survey

Presenter: Mary Beth Watt

1

Outline

• Introductions

• Members as

customers

• Member

satisfaction survey

• Survey report

• Wrap up and

evaluation



Are co-op members customers?

Our co-op identity • Co-ops are enterprises

that exist to provide an economic benefit to their members

• They are business enterprises, but with a difference

• Co-ops are first of all about people; financial success is a means to an end



Who were the Rochdale Pioneers?

Our beginnings: the Rochdale Pioneers

• 28 weavers working in a Mill in Rochdale,

Lancashire

• survivors of a failed strike

• a group of workers who didn’t want to shop at

the company store

Rochdale Equitable Pioneers

Society



Expectations…

• When you are a customer what do you expect?

• What does a customer (member) expect from

you?

• What do you expect from a customer (member)?

Satisfaction…

• Why do we want members to be satisfied?



How do you know?

• Do you know if your members are satisfied or dissatisfied with the co-op?

• How do you know?

• Are your members more or less satisfied than they were last year?

• How do you know?

Is there a better way of knowing?

Ask them by using the

Member Satisfaction Survey!



What is the member satisfaction

survey? • A tool to evaluate member satisfaction rates in housing

co-ops

• measures satisfaction for:

– building and property conditions

– unit conditions

– maintenance

– communications

– safety and security

Barriers to doing the survey

• Workload

• Fear

• Assuming your members are satisfied

• Assuming you already know what the

issues are

• Don’t value the members input



How to do the survey

• The survey is posted again soon on the CHF

Canada website

• Download the survey form and customize it for

your co-op

• CHF Canada will provide a reporting tool to help

you compile the results

Customize



Survey



Survey

Survey



Survey reporting tool

• CHF Canada can set up a survey reporting

tool for your co-op

• Contact CHF Canada

– Set up a survey with your changes

– Members can answer the survey online

or you can input answers from forms

they return

– CHF Canada prints survey summary

and send to you

Report



Report

Report



Report

Overview of the summary

• Number of respondents and how long they have lived in the co-op

• Building and property conditions

• Unit condition

• Maintenance

• Communications

• Safety and security

• General comments

26



Don’t leave the job half done

• Completing the survey and getting the summary is not enough

• Use the information from the summary to make a plan for improvements

– Include the plan in your annual planning session and in your budget for the coming year

27

28



Surveys

Summary

Plan

Implement

29

30



31

Instructions for group work

• The goal is to complete the rest of the worksheet

– Decide the most important issue based on

• The responses to the specific questions

• The comments

• Other ideas

– Assume that the issue can be improved and sketch out a plan for improvement

32



Reporting back to the full group

• Briefly report back to the full group

– The major area you discussed

– What the most important issue is and why

– A short overview of your plan

• Choose someone to give the report

33

Keeping the members in the loop

• Give members information about

o The results of the survey

o The plan to follow up on the survey

o Explanations of why the plan was decided on • Budget

• Priorities

• Other factors

• Don’t forget about updates and progress reports

• If there is something identified in the survey that you can’t address, the members deserve an explanation

34



Key points to take away

• Be credible and do your part of the work on the survey – follow up on it

• Try for continuous small improvements over time

• Keep doing the survey on a regular basis

• What will you take away?

35

Getting workshop materials

www.chfcanada.coop/workshopmaterials https://eventmobi.com/2017agm

CHF Canada Website AGM Conference App

https://eventmobi.com/2016agm

http://www.chfcanada.coop/workshopmaterials



Time for Evaluation Evaluations on Conference App

https://eventmobi.com/2017agm/

Paper copies also available in the workshop room!

38

https://eventmobi.com/2017agm/

C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A

Listening to your members: The satisfaction survey – One pager CHF Canada Workshop 1

Listening to your members:

The member satisfaction survey

Deciding to do the survey

Customizing the survey for your co-op

Getting members to fill out the survey

Having CHF Canada do the summary

The other half …

Use a worksheet to work through the survey summary and -

1. Figure out the most important things to follow-up on based on

a) The survey scores and comments

b) Setting priorities

c) The co-op’s resources (people, time and money)

2. Target the areas that can be improved

3. Plan how to make the improvements

Goals of the member satisfaction survey

1. Make our co-op business healthier:

Satisfied members are more likely to stay and look after their units so repair and turnover

costs would be less.

2. Make our co-op community healthier:

Improve democratic member control - hearing what the members have to say

Showing good governance and principled leadership – responding to what the members are

saying

This is only half of the member satisfaction survey job.


Listening to your members: The satisfaction survey – One pager CHF Canada Workshop 2

Build the member satisfaction survey into your co-op’s annual plan.

To let the members know about the results of the

survey and the plan to follow-up – even if the news isn’t what they want to hear.

Fiscal year starts

All year long: implement plan including items identified in the

member satisfaction survey

Do member satisfaction survey

and review summary

Annual planning and goal setting

Set new budget

Credibility - earned through communication

Respect - earned by action

Trust - earned over time through communication

and action


Listening to your members: The satisfaction survey - customize CHF Canada

The Member Satisfaction Survey for Housing Co-ops

“You can't manage what you don't measure” is an expression that neatly sums up the value of asking customers what they think of your product. Unless you know their opinion you won't know what's getting the thumbs-up from your members and what you might need to work on. That's why we've developed the Member Satisfaction Survey.

The survey is designed to help your co-op ask members what they think of the services they receive. How does the co-op respond to member concerns? Is the co-op well maintained? Do repairs get taken care of? How professional is the service members receive from co-op managers and contractors? Is the service they get from the co-op getting better or worse? And so on.

These are the kinds of questions the survey asks — the same sort of questions customer satisfaction surveys ask across all types of businesses, including institutions and government agencies.

Valuing our members as customers

When we talk about a “customer” we have a pretty clear idea of what that means. A customer is a person who buys goods or services from a supplier. Perhaps we don't think of co-op members as customers. And members do have other roles in a housing co-op. But let's not forget they are customers too. They receive a service — housing, from a supplier — the co-op, and pay for it through their housing charges.

So why not ask members what they think of the service they receive as customers of the co-op?

It's simple. Just download the survey form and customize it for your co-op by filling in the fields. We've also included a letter you can distribute to your members that explains about the survey and how to complete it.

Making sense of the feedback

You can choose to compile the results of your surveys on your own using a spreadsheet application. Or you can contact the CHF Canada to work with you on customizing your survey to make any changes needed to more accurately reflect your co-op’s building design.

You will be given an online link to your customized survey that can be distributed to members so that they can fill out the survey online if they wish. This link will also be used to enter data from paper copies of the survey returned to you. Once all the results are entered, CHF Canada will generate a summary report of all surveys entered for your co-op and send it to you in PDF format for printing and distributing to your board and members.

With your permission, CHF Canada will keep the results of your survey in a secure database, so that we can evaluate member satisfaction levels across the country and share this information with our member co-ops.

Questions or comments about the survey?

Please contact us at [email protected] .

http://www.chfcanada.coop/eng/pdf/2020Vision/download/Member_satisfaction_Survey.pdf

http://www.chfcanada.coop/eng/pdf/2020Vision/download/Member_satisfaction_Survey.pdf

mailto:[email protected]



CHF Canada workshop

Focus on Customer Service: teamwork is the key!

Satisfied customers are loyal, repeat customers (they don’t move out!), so develop a culture of superior customer service among directors and managers.

Attitude Attitude includes being solution-driven, being positive, having energy, etc.

Interest – Understand other’s needs Listen with an open mind

Find a common ground

Understand, verify and clarify needs

Advise what the co-op can offer

Encourage working on a solution together

Acknowledge feelings

Take Action Give regular updates and progress reports

Communicate delays promptly

State exactly what was done

Give personal reassurance

Help members be proactive

Verbal Language, Body Language, Tone of Voice Poor body language can often undermine otherwise positive messages.

Strong communication skills, and attention to positive verbal language strategies

create positive experiences, and minimize negative ones.

Tone of voice contributes to our ability to persuade, influence, empathize and

engage.


Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 1

Listening to your members: The member satisfaction survey

Location:

Number of participants: various (20 – 30)

Length: 50 minutes

Requirements:

1. Cover how to work with the completed survey

2. In small groups work on implementing improvements that are identified in the summary

a. Assign each group a part of the survey

Materials

1. A sample summary for the full group to work from

2. PowerPoint to guide the session and highlight key points

3. Worksheet to guide the planning and decision-making process that should follow-up the survey

4. Tip sheet for working with completed surveys

Proposed agenda (50 minutes)

1. Introductions (5 minutes)

a. MSS - It’s a lot of work to follow to do and to follow up and make things better

b. I don’t think we need to talk about why a co-op should do the survey – we are

already on board with that

c. Don’t leave the job half done – use the information from the survey when doing

your annual planning and budgeting

d. Do what you can

e. It will pay off

i. Gets more buy-in from members

ii. Makes the business better

iii. Makes the community better

2. Overview of the summary (5 minutes)

a. How many responded and how long have they lived in the co-op

b. Overall condition and upkeep of the co-op

c. Condition and comfort of your unit

d. Co-op’s general maintenance services

e. Communication

f. Personal security within the co-op

g. Specific comments



3. Working with the summary (30 minutes)

a. Review of the worksheet

i. Using the sample summary, complete the first few sections together – up

until What area(s) should we focus on?

b. Exercise – assign each group one of the main areas of the summary (4b – 4f above)

i. Ask them to complete the rest of the worksheet which will include

Reviewing the overall score and the overall level of satisfaction

Review the individual questions and scores in the area

Considering specific comments that members wrote about the area

they are discussing

Thinking about other issues/problems/irritants the in the specific

area that may not have been written down

Deciding what should be and can reasonably be accomplished

Proposing a strategy to address the issue

a. Identify a timeline and key milestones

ii. Reporting back to the full group about the strategies to be implemented

4. Communication (5 minutes)

a. The importance of reporting about the summary and the plan to the membership

i. Include information about why certain things can’t be done

ii. Give reports along the way

b. Different ways to keep the membership informed

i. Members’ meetings

Board reports

Budget presentation

Annual goal setting

Experts

ii. Notices

iii. Website

iv. Facebook

5. Wrap-up (5 minutes)

a. Key points: be credible and follow-up, continuous small improvements over time

b. What will they take away with them

c. Review tip sheet

d. Evaluations

e. Thank you



Proposed worksheet

Thinking about our member satisfaction survey results

Responses How many units filled in the survey?

Is that good?

Is that more than last year?

How can we get more responses next time?

Overall scores Major area Score

(from 1 – 5) Satisfaction level (see chart below)

Comments that apply to the major area (from q14)

Overall condition and upkeep of the co-op (question 4)

Check question 5 too.

Condition and comfort of your unit (question 7)

Co-op’s general maintenance services (question 9)

Communication (question 11)

Personal security within the co-op (question 13)



Ranking Satisfaction level

5 Very satisfied

4.00 – 4.99 Satisfied

3.00 – 3.99 Neutral

2.00 – 2.99 Dissatisfied

1.00 – 1.99 Very dissatisfied

Thinking about the overall scores… And thinking about health and safety concerns, the co-op’s budget, special projects and events coming up, and the co-op’s people power (volunteers and staff)…

What is/are the major area(s) of the survey that we should focus on?

1. 2. 3. 4. 5.

Complete the chart below for each of the major areas that the co-op should focus on.

Major area: Specific questions Specific ranking (from 1 – 5)

a)

b)

c)

d)

e)

f)

g)

What comments were made (from Overall Scores above)?

Can you think of other issues in this major area that weren’t covered in the comments?



Thinking about the information in this section, what is the most important issue?

Can the co-op improve this?

If no, why not?

If yes, how? Write down a plan and as many details as you can.

What will you report to the members?


Listening to your members: The satisfaction survey - summary CHF Canada 1

Member Satisfaction Survey Summary

1. Household demographics

How long has your household lived in the co-op?

How long has your household lived in the co-op?

Average

How long has your household lived in the co-op? 4.2

Total number of responses 26

How many people in your household do your survey responses represent?

Response Chart Percentage

Myself (1) 15.4%

Two (2) 30.8%

Three (3) 23.1%

Four (4) 26.9%

More than four (5) 3.8%

Average 2.73

Total Responses 26



2. Building and property conditions

Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to

the questions below. If a particular item does not apply to our co-op, chose N/A. Very

dissatisfied Dissatisfied Neutral Satisfied Very

satisfied N/A Average

a) parking lot/garage

6 (35.3%) 0 (0.0%) 6 11.1%) 7 (15.9%) 7 (24.1%) 0 (0.0%) 3.35

b) laundry room 1 (5.9%) 1 (20.0%) 7 (13.0%) 6 (13.6%) 1 (3.4%) 10 (30.3%) 3.31

c) exterior 3 (17.6%) 0 (0.0%) 8 (14.8%) 8 (18.2%) 7 (24.1%) 0 (0.0%) 3.62

d) common areas 1 (5.9%) 3 (60.0%) 9 (16.7%) 8 (18.2%) 5 (17.2%) 0 (0.0%) 3.50

e) garbage area 3 (17.6%) 0 (0.0%) 10 (18.5%)

10 (22.7%) 3 (10.3%) 0 (0.0%) 3.38

f) elevators 1 (5.9%) 0 (0.0%) 2 (3.7%) 0 (0.0%) 0 (0.0%) 23 (69.7%) 2.33

g) playground 2 (11.8%) 1 (20.0%) 12 (22.2%)

5 (11.4%) 6 (20.7%) 0 (0.0%) 3.46

Overall Very dissastisfied

Dissatisfied Neutral

Satisfied Very Satisfied

N/A Average

condition and upkeep of co-op

2 (8.0%) 1 (4.0%) 8 (32.0%)

9 (36.0%) 5 (20.0%) 0 (0.0%) 3.56

Please provide any additional feedback on the condition of our co-op.

# Response

1. The laundry room is messy

2. People don't empty the machines as soon as they are finished

3. The parking lot is very dark

4. Visitors stay too long in the visitor parking spots, the signs are missing for visitor parking

5. People don't wipe down the washers often enough

6. People don't follow the rules for putting their garbage in the garbage areas



3. Unit condition Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to

the questions below. If a particular item does not apply to your unit, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very

satisfied N/A Average

a) heating system

3 (11.5%) 0 (0.0%) 3 (11.5%) 10 (38.5%)

10 (38.5%)

0 (0.0%) 3.92

b) noise from surrounding units

3 (11.5%) 3 (11.5%) 4 (15.4%) 9 (34.6%) 7 (26.9%) 0 (0.0%) 3.54

c) pest issues (ants, mice)

2 (7.7%) 4 (15.4%) 5 (19.2%) 5 (19.2%) 10 (38.5%)

0 (0.0%) 3.65

d) drafts from doors and windows

3 (11.5%) 6 (23.1%) 4 (15.4%) 9 (34.6%) 4 (15.4%) 0 (0.0%) 3.19

e) flooring 3 (11.5%) 2 (7.7%) 9 (34.6%) 8 (30.8%) 4 (15.4%) 0 (0.0%) 3.31

f) appliances 3 (12.0%) 2 (8.0%) 5 (20.0%) 7 (28.0%) 8 (32.0%) 0 (0.0%) 3.60

Overall Very dissatisfied


Satisfied

Very Satisfied

N/A Average

condition and comfort level of your unit

2 (7.7%) 3 (11.5%) 6 (23.1%)

10 (38.5%)

5 (19.2%)

0 (0.0%) 3.50

Please provide any additional feedback on the overall condition and comfort

level of your unit.

# Response

1. I need new carpets, they are stained from before I moved in

2. My bedroom doors get stuck a lot and sometimes won't shut

3. My bedroom closet door falls off, I just have to leave it open, I'm not positive but I've heard that this happens in a lot of other units too

4. There is a big draft under my front door

5. There are mice in my unit and my carpet has been stained since we moved in



4. Maintenance Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the

questions below. If a particular item does not apply to our co-op, chose N/A.

Very dissatisfied

Dissatisfied Neutral Satisfied Very satisfied

N/A Average

a) upkeep of common areas and grounds

2 (7.7%) 2 (7.7%) 9 (34.6%) 8 (30.8%) 5 (19.2%) 0 (0.0%) 3.46

b) response time for repair requests

2 (7.7%) 1 (3.8%) 3 (11.5%) 10 (38.5%)

10 (38.5%) 0 (0.0%)

3.96

c) after hour responses to emergency requests

2 (7.7%) 0 (0.0%) 6 (23.1%) 8 (30.8%) 9 (34.6%) 1 (3.8%) 3.88

d) quality of repairs

3 (11.5%) 1 (3.8%) 9 (34.6%) 5 (19.2%) 8 (30.8%) 0 (0.0%) 3.54

e) handling of painting requirements

1 (3.8%) 0 (0.0%) 10 (38.5%)

9 (34.6%) 4 (15.4%) 2 (7.7%) 3.62

f) eliminitating safaty hazards

3 (11.5%) 5 (19.2%) 7 (26.9%) 5 (19.2%) 6 (23.1%) 0 (0.0%) 3.23


Dissatisfied Neutral Satisfied Very Satisfied

N/A Average

general maintenance services

2 (7.7%) 3 (11.5%) 5 (19.2%)

10 (38.5%)

6 (23.1%)

0 (0.0%) 3.6

Please provide any additional feedback on the condition and upkeep of our co-op.

# Response

1. In the winter the salting isn't done early enough

2. Things get done, but it takes several requests for it to get started

3. There is often garbage around the co-op, not great curb appeal

4. When I asked for repairs to my window that leaks, it took a long time and it didn't really fix the problem

5. The curb appeal could be a lot better



5. Communications Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the


Very dissatisfied


N/A Average

a) responding to housing service inqiries, suggestions or requests from members

1 (3.8%) 1 (3.8%) 7 (26.9%) 11 (42.3%)

6 (23.1%)

0 (0.0%) 3.77

b) providing information on a regular basis

0 (0.0%) 1 (3.8%) 12 (46.2%)

10 (38.5%)

3 (11.5%)

0 (0.0%) 3.58

c) the clarity of financial information provided by the co-op

0 (0.0%) 1 (3.8%) 11 (42.3%)

9 (34.6%) 5 (19.2%)

0 (0.0%) 3.69

d) the level of courtesy and professionalism in co-op communications with members

0 (0.0%) 1 (3.8%) 10 (38.5%)

8 (30.8%) 6 (23.1%)

1 (3.8%) 3.76


Dissatisfied Neutral Satisfied Very Satisfied

N/A Average

co-op communications

0 (0.0%) 1 (3.8%) 6 (23.1%)

16 (61.5%)

3 (11.5%)

0 (0.0%) 3.81

Please provide any additional feedback with our co-op communications.

# Response

1. I don't usually go to meetings, so I don't really know what's going on around the co-op

2. I'm usually working when they have meetings, not sure

3. Not sure, don't really talk to the office.

4. I don't understand the budget or the audit, sometimes we don't get any update from the board for months



6. Safety and security Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the


Very dissatisfied


N/A Average

a) within your co-op unit 1 (3.8%) 1 (3.8%) 9 (34.6%)

9 (34.6%) 6 (23.1%)

0 (0.0%)

3.69

b) inside our co-op buildings and interior common areas

1 (3.8%) 1 (3.8%) 8 (30.8%)

10 (38.5%)

6 (23.1%)

0 (0.0%)

3.73

c) outside within the co-op's exterior commone areas

1 (3.8%) 1 (3.8%) 9 (34.6%)

10 (38.5%)

5 (19.2%)

0 (0.0%)

3.65



Satisfied

Very Satisfied

N/A Average

safety and security within the co-op

1 (3.8%) 1 (3.8%) 6 (23.1%)

13 (50.0%)

5 (19.2%)

0 (0.0%) 3.77

Please provide any additional feedback about your overall sense of personal security and safety

within the co-op.

# Response

1. There are lots of cars I don't recognize and the lighting isn't good

2. I feel nervous when I park my car in the lot

7. Additional comments

# Response

1. The repairs are good but sometimes the clean is not.

2. Staff seems to work hard but the office is not open when it is supposed to be.

3. I would like more information about decisions that the board makes.

4. Teenagers hang out in the park after dark and make a lot of noise.


1 Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop


Responses How many units filled in the survey?

Is that good?

Is that more than last year?

How can we get more responses next time?


(from 1 – 5) Satisfaction level (see chart below)

Comments that apply to the major area

2. Building and property conditions - overall condition and upkeep of the co-op

3. Unit condition - condition and comfort of your unit

4. Maintenance - Co-op’s general maintenance services

5. Communications – co-op communication

6. Safety and security – safety and security within the co-op


5.00 Very satisfied


3.00 – 3.99 Neutral





Thinking about the overall scores… And thinking about health and safety concerns, the co-op’s budget, special projects and events coming up, and the co-op’s people power (volunteers and staff)…


1. 2. 3. 4. 5.



a)

b)

c)

d)

e)

f)

g)







If no, why not?




Listening to your members: The satisfaction survey – completed worksheet CHF Canada Workshop 1


Responses How many units filled in the survey? 26

Is that good? No

Is that more than last year? No

How can we get more responses next time? Have members complete the survey at a members meeting. Offer incentives for members who complete the survey. Follow-up on the results.


(from 1 – 5)

Satisfaction level (see chart below)

Comments that apply to the major area

2. Building and property conditions - overall condition and upkeep of the co-op

3.56 Neutral The laundry room is messy. People don't empty the machines as soon as they are finished. The parking lot is very dark. Visitors stay too long in the visitor parking spots. The signs are missing for visitor parking. People don't wipe down the washers often enough. People don't follow the rules for putting their garbage in the garbage areas. Curb appeal could be better. Snow removal could be better.

3. Unit condition - condition and comfort of your unit

3.50 Neutral Sliding closet doors always jam – try bi-folds. I need new carpets, they are stained from before I moved in. My bedroom closet doors get stuck a lot and sometimes won't shut My bedroom closet door falls off: I just have to leave it open; There is a big draft under my front door. There are mice in my unit and my carpet has been stained since we moved in.



4. Maintenance - Co-op’s general maintenance services

3.60 Neutral Repairs are fine but clean up needs to be better. In the winter the salting isn't done early enough. Things get done, but it takes several requests for it to get started. There is often garbage around the co-op, not great curb appeal. When I asked for repairs to my window that leaks, it took a long time and it didn't really fix the problem.

5. Communications – co-op communication

3.81 Neutral Good staff here at the co-op. Great staff – easy to work with. I don't usually go to meetings, so I don't really know what's going on around the co-op. I'm usually working when they have meetings, not sure. Not sure, don't really talk to the office. I don't understand the budget or the audit. Sometimes we don't get any update from the board for months

6. Safety and security – safety and security within the co-op

3.77 Neutral There are lots of cars I don't recognize and the lighting isn't good. I feel nervous when I park my car in the lot.


5 Very satisfied


3.00 – 3.99 Neutral





Thinking about the overall scores…

And thinking about health and safety concerns, the co-op’s budget, special projects and events coming up, and the co-op’s people power (volunteers and staff)…


1. Overall condition and upkeep of the co-op (question 4)

2. Condition and comfort of your unit (question 7)

3. Co-op’s general maintenance services (question 9)

4. Communication (question 11)

5. Personal security within the co-op (question 13)



a)

b)

c)

d)

e)

f)

g)







If no, why not?



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