A successful survey all boils down to your members most recent experience with your chapter. So how do you make sure that they have all the wonderful things your chapter has done for them over the past year at the top of their minds? Sometimes the simple route is the best—just tell them!
On October 29 Chapter Membership Satisfaction Surveys will hit your members’ in-boxes. For smaller chapters, the survey could go to all members; for larger chapters, it will more likely be sent to a representative sample of members.
Now is a good time to remind your chapter members that you have listened to their past comments and to let them know what your chapter has done to address issues that members raised in past surveys. Tell them about new programs you may have initiated and enhancements your chapter has made to the member experience as a result of their comments—and don’t forget to mention those that your leadership initiated on its own.
If you remind your members what you’ve done for them lately, and that you have taken their comments to heart, they will be more likely to share their ideas and to respond favorably to this fall’s survey.
Steal This Copy
If the thought of writing another email gives you a massive case of writer’s block, no worries, several chapters have agreed to share communications they’ve sent to promote participation in the Chapter Membership Satisfaction Survey. Feel free to lift copy and create a message that’s just right for your chapter.
These communications use a number of techniques that we think will help encourage participation:
- Confirm that your leadership reads the results and takes the suggestions seriously
- Emphasize specific actions you have taken as a result of member feedback
- Express a desire to improve your service to members (rather than your score)
- Invite members to:
- participate in programs
- visit the chapter website
- contact leadership with concerns
- volunteer either for the short-term or with an eye towards stepping into the leadership track
We’ve underlined language in these communications that we think is especially effective. Some messages are brief, some more detailed. Some chapters have been successful sending this message several weeks ahead of the survey and asking members to contact one of the officers if there is any reason a member couldn’t indicate that they were very or extremely satisfied with the chapter’s performance.
Note: HFMA will send two reminder messages to non-respondents after the survey has been email but before the survey closes.
And Now, Words from Our Chapters
Click a link to take you to each message:
Lone Star Chapter
Massachusetts-Rhode Island Chapter
Southern California Chapter
Want to see how your chapter performed on past surveys? Check out the Chapter Member Satisfaction Survey Results page under Davis Chapter Management System (DCMS) Reports on the website. It includes detailed historical survey results and the Chapter Summary & Trends Report listing year-by-year satisfaction scores for all chapters, as well as data by geographic region, chapter size, and chapter type.
Let the surveys begin!
Publication Date: Thursday, August 29, 2013