What We Do

Critical Metrics for Associations: Case Study

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Critical Metrics worked with a global association to help one of its most successful chapters gather feedback from its members. The survey was designed to assess the health of the chapter and its effectiveness in meeting members' needs. Critical Metrics and chapter leadership collaboratively developed a survey that assessed various topics including perceived value of membership, effectiveness of new member integration, and member views on potential policy changes.

We developed a web-based survey, tabulated the results, and put the findings into context for the organization. We pointed out, for instance, that overall satisfaction with the organization was related to the members' attendance at chapter events and that certain policy decisions would be well-received.

With the help of the survey, the chapter was able to continue to retain existing members and grow by attracting new and involved members. Critical Metrics highlighted areas where the organization needed to build up members' awareness, underscored procedures that were not perceived to be effective by members and needed reevaluating, and made suggestions for ways to get members more involved. Critical Metrics encouraged the organization to share findings with members and to explain that changes made will be based, at least in part, on these findings.