Measuring member satisfaction is a crucial aspect of any association’s success. By understanding the level of satisfaction among members, associations can improve their offerings and engagement to retain members and attract new ones. Salesforce provides several tools to track member satisfaction. We have provided a list of some ideas to incorporate into your membership services department.
Create a member Satisfaction Survey
The first step to measuring member satisfaction is creating a survey. Salesforce provides a simple and easy-to-use survey tool called Salesforce Surveys. With this tool, you can create custom surveys and send them to your members via email, SMS, or other channels.
Your survey should focus on gathering feedback about the member experience, including how easy it was to purchase a product or service, the level of member service provided, and any other relevant factors. Be sure to keep your survey short and simple, with questions that are easy to understand and answer.
Integrate Your Survey with Salesforce
Once you’ve created your survey, you’ll need to integrate it with Salesforce. This will allow you to track responses and analyze member feedback in real-time. You can do this by using Salesforce’s built-in survey tool, or by integrating with a third-party survey tool like SurveyMonkey.
Set Up Customizable Dashboards
To measure member satisfaction, you’ll need to track and analyze member feedback. Salesforce provides customizable dashboards that allow you to visualize your survey data in real-time. You can use these dashboards to track metrics like member satisfaction score, response rate, and other key performance indicators (KPIs).
Analyze Your Data
Once you have collected enough survey responses, it’s time to analyze your data. Salesforce provides several tools to help you do this, including reports, dashboards, and analytics tools. Look for trends in the data, identify areas where you can improve the member experience, and take action to address any issues.
Examples of Survey & Action
Net Promoter Score (NPS) surveys: Send out NPS surveys to members via Salesforce to determine the likelihood of them recommending your association to others.
Customer Satisfaction (CSAT) surveys: Set up CSAT surveys in Salesforce to gather feedback from members about their experience with your association.
Customer loyalty programs: Establish loyalty programs in Salesforce to incentivize repeat members and encourage member retention.
Customer feedback forms: Create custom forms in Salesforce to collect feedback from members on specific aspects of your offerings, such as events, membership benefits, and training programs.
Non-Dues performance metrics: Monitor non-dues metrics in Salesforce, such as events, products, programs, and trainings, to ensure member satisfaction.
Member retention rates: Track member retention rates in Salesforce to measure the effectiveness of your member satisfaction initiatives and identify areas for improvement.
It’s important to take action based on the insights you’ve gained from your survey data and member data. This may include making changes to your products or services, improving member service processes, or taking other actions to improve the member experience. Be sure to communicate any changes you make to your members and continue to monitor member satisfaction over time.
About Systems Rewired:
Systems Rewired is a Salesforce consulting company focused on providing services to the association and nonprofit marketplace. If your organization is considering Salesforce to manage different functions in your association, contact Systems Rewired for free consultation.