10+ Member experience survey questions (+ Free templates & more)
If you are managing a nonprofit organization, a business, a club, or a group involving people, no matter how many, you would benefit from asking about their opinions on the overall experience you provide. The only way to achieve success and improvement is by valuing the members’ opinions, both positive and negative.
That is why we have gathered questions for member satisfaction survey examples that will help evaluate customer loyalty and satisfaction levels without being a burden. You can ask any one of these questions to collect invaluable data from your members.
What is a member experience survey?
A member experience survey is a tool to collect feedback from the members of a certain entity. These entities and organizations can be in the fields of hospitality, non-profit, healthcare, finance, commerce, etc.
The main purpose of a member experience survey is to gather members’ opinions about certain subjects. Membership survey questions examples may include questions such as asking about their personal information, how they heard about your organization, and how they feel about the products or services you offer.
The member experience survey is similar to a membership application form, but in this one, you can also collect feedback and their opinions on their experience. They are a good way of gathering data and analyzing survey results to improve your customer service and customer support.
Why do you need a member experience survey?
An organization that involves people as members should pay attention to the opinions of their members in order to keep them happy and satisfied. The organization administrators may not be aware of the little problems members face and can only find out the issues by asking them in a survey. Only then can the organization improve and succeed in the future.
Here are some of the other reasons why you need a member experience survey:
- It helps measure the current performance of the organization.
- It helps identify areas that cause problems to the journey of members and that need improvement.
- Asking for their opinions and making appropriate changes show members that their opinions are valued, and in turn strengthen relationships.
- By gaining insight into the minds of members, an organization can differentiate itself from competitors by going one step further.
10+ Must-ask questions for your member experience survey
What you will ask in your member experience survey mostly depends on what you want to figure out from asking the questions. You can ask about any subject, but sometimes, it is better to focus on a number of subjects and go with a structured plan. Here, we have gathered more than 10 business or non-profit membership survey questions you can use in your next survey!
1 - How did you first hear about us?
It is a good way to find out which marketing technique works best for getting the word out. If the majority of the answers show unexpected methods, you could focus on that method to improve the results.
- Through a friend or family member
- Through a Google search
- Through social media (Facebook, Twitter, Instagram, etc.)
- Through a referral from another company or business
- Through an advertisement (online or offline)
- Through a direct mail or email campaign
2 - Which activities would you prefer to have more/less of?
Nobody wants to pour their money and valuable time into an event that is not appreciated. And, sometimes, what people want may not be what you think. That’s why this question can also be asked as one of the open-ended questions at the end of the survey to collect unbiased data.
- More networking events and opportunities to connect with other members.
- More professional development workshops or seminars.
- More opportunities for leadership roles within the organization.
- Less frequent events, but with higher quality and more impactful programming.
- Less rigid structure and more flexibility in scheduling and participation options.
3 - How likely are you to recommend our membership to a friend or colleague?
People usually do not bother recommending something they are not completely satisfied with. This question is an indirect way of asking if they are pleased with your management styles and if they would renew your membership plan.
4 - Which aspect of the membership do you value the most?
Different people value different aspects of what a membership brings them. By asking this question, you can note what the most important and appreciated aspect of all is and focus on improving them. Or you can make sure they continue as is.
- Events and Workshops
- Resource Library
- Community Forums
- Mentorship Program
- Networking opportunities
5 - What is the main reason you became a member in the first place?
This question is similar to the one about what it wants to know from the survey takers, but there is one more thing. This question will let you know what hook catches people's attention and makes them a member or a paying customer.
- Exclusive Content
- Networking Opportunities
- Discounts and Offers
- Professional Development
- Social gatherings or recreational activities
6 - Do you follow us on our social media platforms?
Social media presence is very important, and the answer to this question will let you know if you are doing a good job or not. If the majority of the people do not follow your account or have not even heard about them, it is time to make some changes.
7 - How useful do you think our website is in finding information about our events and resources offered by our organization?
It is no use having a website where no one can find what they are looking for. You should make sure the website's interface is as smooth as possible to avoid overwhelming people.
- Very useful
- Moderately useful
- Somewhat useful
- Not very useful
- Not useful at all
8 - What is your preferred method of communication?
Not everybody likes phone calls, and some people may not have time to talk to you in person. This question should be asked to know people's preferred method of communication to accommodate them best when needed.
- Face-to-face conversation
- Phone call
- Virtual Meeting
- Emails
- Voicemail
9 - What sets our product apart from the alternatives?
It is great to know what you excel in and what members most like about your product. You can then highlight the best parts of your product and even make a marketing campaign around them.
- Unique features
- Higher quality materials
- Innovative design
- Better performance
- More affordable price
- Customizable options
10 - How would you rate the helpfulness of our customer service representatives?
Getting the help you need from the right people is very crucial. No matter how satisfied the members are with your organization, management style, and the events you organize, if they feel they are unheard of in a time of need, they will take their business elsewhere.
- Extremely helpful
- Very helpful
- Somewhat helpful
- Not very helpful
- Not at all helpful
11 - Did you encounter difficulties using our website/mobile app?
Even if you do your best to simplify your website and/or mobile app, there may still be some difficulties members face that hinder their visiting process. For instance, during the check-out process, there may be some errors that stop them from completing it. And that would be the last thing you want.
- Yes, I faced some issues while navigating through the website/mobile app.
- The website/mobile app was slow and unresponsive at times.
- I encountered errors while trying to complete a task on the website/mobile app.
- Certain features or functions on the website/mobile app were not working properly.
- The website/mobile app did not display properly on my device.
How to create a member experience survey
Creating an online member experience survey can be easy with the right online survey maker, such as forms.app. forms.app has more than 4000 ready-to-use survey and form templates, and it is very easy to find your way through them. Let us see how to create your survey easily.
Step #1 Log into your account
Log into your account
Go to forms.app and log into your account and if you do not have an account yet, create one in minutes. Then, go to the Templates section and choose one of the existing templates for member surveys such as the member satisfaction survey template, and start from there.
Step #2 Edit the survey template
Edit your member experience survey
Once you find the appropriate survey, it is time to add or delete questions according to your goal. You can use various types of questions, such as open-ended, multiple-choice, and rating scales. Using different questions will improve the response rate as it will look more interesting.
💡Pro tip: If you want, you can also start your survey from scratch by handpicking every detail one by one. It may take more time to complete however, the result will be just as you like.
Step #3 Use AI tool
Log into your account
The forms app's AI tool is quite helpful in various steps of the survey-making process. For instance, if you click on “Create Form” and then Generate with forms.app AI, you can give it a prompt such as “Give me a 6-question member experience survey,” and it will provide it in mere seconds!
Additionally, you can click on the right side of individual questions and ask the AI tool to rephrase questions in a different tone. And have it create answer options for questions as we did above with the questions.
Step #4 Make it aesthetically pleasing
Customizing the design of your survey
Once you are satisfied with the number of questions, you can go to the next step of giving it an eye-catching style. If you use a ready-to-use template, it will have its design, but you can always customize the background, images, colors, and even the fonts of writing. Then, you can share your survey with a piece of mind.
4 Tips for a better survey experience
When building a form or survey, there are some tips you should keep in mind to maximize the results and ensure the data quality. You can not have a 50-question-long survey that goes into extreme detail and expect people to answer each question elaborately. Even if the survey takers are willing, this is not a realistic expectation. These tips should be kept in mind every time you conduct a new survey.
Expert tips for a better member experience survey experience
1 - Use simple language
Using jargon and unnecessarily complicated phrases may cause confusion and misunderstanding. It is always better to be straightforward. For example, instead of writing, “Kindly express your level of satisfaction pertaining to our website…” simply say, “Please rate your satisfaction with our website on a scale of 1 to 5”.
2 - Do not make it too long
People are less likely to complete a 10-question survey than a 32-question one. They may have a hard time focusing or spending time to finish it fully. That is why it is better to keep it as short as possible and avoid unnecessary questions.
3 - Use conditional logic
In addition to tip number 2, conditional logic is one of the best ways to avoid using unnecessary questions. The way conditional logic works is, let’s say you have a question asking, “Have you had a bad experience during the check-out process?” If the individual answers “No,” then no further question is shown on the subject. But if they answer “Yes,” then another question pops up, asking them to elaborate.
Using conditional logic when it is necessary helps use fewer questions and ask to go into detail only when it is needed. It is a tremendous help to ensure the quality of the data as well!
4 - Show the remaining time
Disclosing how long the survey will take is a good way to ensure honesty and transparency. That way, people will know what they are getting into, and it will decrease the retention rate as they will be able to spare appropriate time.
Final words
In short, asking appropriate questions is not only important for collecting valuable data from members but also provides additional advantages that will help. By keeping in mind the helpful tips and asking the right questions, you can easily gather information from members and improve yourself in no time.
If you would like to see more questions to choose from, you can also check out membership satisfaction survey questions on the forms app blog. Make sure to visit forms.app and make use of its smart features in your next survey!
