membership satisfaction review the results. introduction this evening’s presentation: feedback the...
TRANSCRIPT
![Page 1: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/1.jpg)
MEMBERSHIP SATISFACTION REVIEW
THE RESULTS
![Page 2: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/2.jpg)
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.
![Page 3: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/3.jpg)
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.
![Page 4: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/4.jpg)
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.
![Page 5: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/5.jpg)
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%
![Page 6: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/6.jpg)
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.
![Page 7: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/7.jpg)
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?
![Page 8: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/8.jpg)
![Page 9: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/9.jpg)
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
![Page 10: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/10.jpg)
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
![Page 11: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/11.jpg)
PERFORMANCE DRIVERS THAT NEED IMPROVING.
![Page 12: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/12.jpg)
Adds status Well run and competent Good information gateway0
10
20
30
40
50
60
< 1 year
> 1 year
> 2 years
BY GROUP
![Page 13: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/13.jpg)
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
![Page 14: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/14.jpg)
LARGE DIFFERENCES BETWEEN GROUPS ARE ALARM BELLS THAT IMPROVEMENTS NEED TO BE MADE.
![Page 15: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/15.jpg)
STATEMENTS THAT INDICATE THE NEED FOR IMPROVEMENT
![Page 16: MEMBERSHIP SATISFACTION REVIEW THE RESULTS. INTRODUCTION This evening’s presentation: Feedback the assessment results; Ask for your opinions and views;](https://reader036.vdocuments.site/reader036/viewer/2022081603/56649f1d5503460f94c34ab8/html5/thumbnails/16.jpg)
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?