Five Ways to Boost Survey Participation

By | Engagement | No Comments

Believe it or not, all of your members want to offer input about your facility and programs. They just don’t know it yet. It’s up to you to create both the atmosphere and the individual rapport to make that happen.

Here are a few ways to make sure your surveys yield a wealth of valuable, actionable information that benefit both you and your members.

  1. Listen Whether a new member, program participant or a member on his/her way out, make sure all of your staff take time to listen to any concerns, suggestions and praise. Those who use the facility have opinions about it. Guaranteed! If you take the time to listen and engage them in conversation, they will continue to share openly. A suggestion box at the front desk can be helpful as well but only if it includes the human touch.
  2. Learn Once all that feedback starts coming in, schedule a time for staff to be able to share it with one another. You can include a member feedback time to an existing meeting or use note cards or email but make sure at some point you get all this feedback in one place for discussion. You may see commonalities that will give you great ideas for surveys or even on-the-spot implementations.
  3. Line it up All the member interaction, suggestion box feedback and staff meetings will give you some general direction. Use surveys to hit the bulls-eye! Surveys are a good way to drill down a lot of information to gain a consensus from your membership. Consensus equals increased insight into potential actionable items that will make a difference to your members.
  4. Let go Most of us take a look at the world around us and make unilateral decisions on what and how things should be done. Resist that urge. Members have to KNOW that their Y/JCC cares about what they want. You must ASK and never stop ASKING members how they feel and what they want from their memberships. Establishing that level of ownership among members will positively affect the quality of your survey feedback.
  5. Laugh Make it all fun! Create a fun, friendly, open environment where members are surrounded by smiling, happy, helpful staff at all times. When survey results are ready and a plan is identified, tell your members at the front desk, via flyers and/or email, “Thanks for participating in our recent survey on ______________. You talked. We listened. We will be ______________________. We get some of our best ideas from our members. Keep them coming!”

Five Ways to Increase Email and Text Opt-ins

By | Customer Experience, Daxko Engage, Daxko Operations, Engage, Engagement, Featured, Marketing, Membership | No Comments

Timely, quality communication with your members and prospects can get you closer to engagement nirvana. Start with these five tips and watch the positive impact on both retention and new memberships.

  1. Ask at the front desk. What a great way to say “hello” and build immediate rapport at the same time. Try something like, Hi [name], how are you today? While I have your information in front of me, could I go ahead and get/confirm your email address and a number that we can send text messages to? We want to make sure you receive information like facility updates, discount coupons, special events and other promotions we have from time to time.
  2. Create signage and flyers. Let people know about your email and text opt-in campaign. Post signs and flyers near the front desk and in other high traffic areas.
  3. Add a sign up form to your website. Your website should be more than just a pretty face. Use the homepage to encourage people to join your email and mobile communities. Keep the form simple and consider adding an incentive to boost interest.
  4. Raffle. Raffle. Raffle. Run periodic branch or association-wide raffles with great incentives. Instead of collecting names, collect pre-printed cards with spaces for email addresses and/or cell phone numbers and opt-in permission boxes that can be easily checked. You are more likely to get the most updated, accurate information with a prize on the line. Just tell members that all prize notifications will be sent via email and/or text only and watch the raffle cards roll in!
  5. Why not start at the beginning? Consider asking for email addresses and text opt-ins during ALL new membership enrollments, membership renewals and program registrations. You can easily make it a part of your information gathering processes.  Did you know Daxko Operations can be configured to collect and track text opt-ins. Just contact our Customer Success team to get started.