Member satisfaction survey

Know what your members really think of your association.

A member satisfaction survey shows how members experience your services, communication and advocacy, and what they expect from membership. This enables the board and office team to make informed investment decisions and gives you a strong answer to the question "what does my membership deliver?".
  • Conversation with a member of an association
  • Notes from a member survey
  • Board discusses the results of a member survey

Our approach

  • 1. Clarify what you want to know.

    Purpose and design

    We start with a conversation about the decision you want to make: a new strategy, a discussion about membership fees or stronger member engagement. We tailor the questionnaire and target groups accordingly.
    • Satisfaction and NPS
    • Needs by member group
    • Value of membership

  • 2. Get members involved.

    Fieldwork

    We distribute the questionnaire in your association's style and monitor the response. We analyse open-ended responses with AI so that your members' words are not lost.
    • Online questionnaire
    • In-depth interviews
    • GDPR-compliant

  • 3. From findings to improvement actions.

    Result

    You receive clear conclusions, a comparison with other associations where possible, and concrete improvement actions. If required, we repeat the survey periodically so that the impact becomes visible.
    • Report and dashboard
    • Comparison with other associations
    • Repeat survey

15+ years of research, 2000+ studies, 1000+ organisations.

Our research is ISO 20252 certified and we work in accordance with ISO 27001. Together with DNA, we developed the DNA-Benchmark for associations.

In practice

All case studies

Frequently asked questions

  • A survey of members about how satisfied they are with the association: its services, communication, activities and advocacy. We often also measure NPS and what members expect from membership.

  • Many associations conduct surveys every one to three years. A fixed core of questions lets you identify trends. Continuous measurement after touchpoints is also possible.

  • A short, relevant questionnaire in your association's style, good timing and a few reminders help. Members are also more likely to participate if they see what happens with the results.

  • Yes, where that is meaningful. Our benchmarks, such as the DNA-Benchmark, show where you stand relative to comparable associations.

  • We process data in accordance with the GDPR, work in accordance with ISO 27001 and never report findings that can be traced back to individual members.

Free downloads

  • Free download · Dutch PDF

    AI checklist for associations

    A practical checklist to identify where AI really improves member contact. The document is in Dutch.

Curious what your members think?

Tell us which question you are facing. In an initial conversation, we determine together which design suits your association.