MEMBERSHIP SATISFACTION REVIEW

THE RESULTS

INTRODUCTION

This evening’s presentation:

• Feedback the assessment results; • Ask for your opinions and views;

• Make the Prize Draw for the £50 worth of Marks and Spencer Vouchers.

PERFORMANCE DRIVERS – THE ELEMENTS THAT MAKE A GOOD CHAMBER OF COMMERCE

LSCC considers A ‘Best in Class’ Chamber of Commerce should be offeringthese six elements:

1. Add status to a business or organisation;

2. Be well run and competent;

3. A good information gateway;

4. Organise meaningful educational and social events;

5. Organise worthwhile trade visits:

6. Initiate good networking opportunities.

METHODOLOGY

Used an assessment tool powered by artificial intelligence rather than the traditional ‘yes, maybe, no’ type survey because it gives a bigger picture plus:

• Using statements rather than questions is a more accurate method because it encourages ‘opinion led’ thinking;

• LSCC wanted to benchmark against the six performance drivers so it helps to keep the improvements focused rather than just produce statistics;

• LSCC wanted to know their strengths and weaknesses and then monitor their performance progress;

• LSCC wanted their members to be the focus of their performance improvements.

METHODOLOGY

ALL members were e-mailed;

94% opened the email (open rate); Industry average 1-2%

28% completed assessment (click through). Industry average 5-15%

METHODOLOGY

Respondents were split into three groups according to how long they have been members:

• Less than one year;• More than one year;• More than two years.

WHY?

• Some statements were only appropriate for a particular group;

• Understand the real gaps between the different groups;

• Review any specific issues for the individual groups;

• The largest differences between the groups and they are likely to be the most significant problem areas.

METHODOLOGY

Scores

< 30% - Get your act together

30% – 35% - You can do better

35% – 45% - Getting there

45% - 60% - Better than most

> 60% - You’re simply the best!

AND WHAT DOES PERFECTION LOOK LIKE?

THIS IS WHAT PERFECTION LOOKS LIKE

Adds S

tatu

s

Wel

l run

and

com

pete

nt

Good

info

gat

eway

Good

educ

atio

nal a

nd so

cial e

vent

s

Good

trade

eve

nts

Good

netw

orkin

g op

portu

nitie

s0

102030405060

Best in Class

HOW DID LSCC DO AGAINST PERFORMANCE DRIVERS?

Adds S

tatu

s

Wel

l run

and

com

pete

nt

Good

info

gat

eway

Good

educ

atio

nal a

nd so

cial e

vent

s

Wor

th w

hile

trad

e ev

ents

Good

netw

orkin

g op

portu

nitie

s0

102030405060

43.2 42.6 42 40.5

10

32.1

Best in Class Actual

PERFORMANCE DRIVERS THAT NEED IMPROVING.

Adds status Well run and competent Good information gateway0

10

20

30

40

50

60

< 1 year

> 1 year

> 2 years

BY GROUP

Organ

ises m

eani

ngfu

l edu

catio

nal/s

ocia

l eve

nts

Good

trade

visit

s

Initia

tes g

ood

netw

orkin

g op

portu

nitie

s0

10

20

30

40

50

60

< 1 year> 1 year> 2 years

BY GROUP

LARGE DIFFERENCES BETWEEN GROUPS ARE ALARM BELLS THAT IMPROVEMENTS NEED TO BE MADE.

STATEMENTS THAT INDICATE THE NEED FOR IMPROVEMENT

DISCUSSION POINTS AND POSSIBLE SOLUTIONS

• Offer more opportunities for members to sell products and services eg Business Club meetings and luncheons;

• Induction package for new members that introduces them to other members and the resources available;

• Newsletter – helps all members to keep up-to-date with business news and learn more about each other;

• Need to keep things fresh and continually add value.

AND WHAT ELSE?