Half of organizations are manually collecting member feedback with suggestion boxes, but a small 13% say the process is actually effective.
The disconnect between effort and effectiveness means added work and little reward for organizations.
While 60% track satisfaction in exit surveys, shifting those efforts to collecting feedback before a cancellation occurs should be a priority. The best way to do this is regularly surveying members by phone, email, or online, and more than once a year as 43% of organizations report doing.
While identified by respondents as just as effective as once-a-year membership surveys, regular “member pulse checks” maximize interactions with members, keep them involved, and keep them invested.