So, how well do you know your members? As the old saying goes, you can never have too much information. When it comes to your business activities, understanding your value in the market and what your customer wants is worth absolute gold.
Do you know simple things about your members like, how they prefer to be updated? What services they enjoy? What areas they could see improvement? How likely they are to refer you to their friends and family? What social media platforms they see you on the most? Do they feel they get value for money?
Having this information can make you become more efficient and effective as a service provider.
Throughout the challenging lockdown, at CFM we used some of this time to reflect on WHY it is what we do, which is of course, helping independent club owners around NZ and Australia be the best they can be.
However, we wanted to know more, we wanted to know what the key benefits of working with CFM was for club owners. Also, how they wanted to be communicated to and how we could improve. One of our key values is Kaizen - we always want to get better.
We decided to keep it simple and sent out a confidential, 7 question survey to a handful of club owners. We asked these club owners where they go to keep up to date with CFM, what areas they might want extra help in to build a better understanding of a campaign, to rank areas in which we could improve.
For an exercise that didn’t take long, the insights has been hugely valuable, so I desperately wanted to share this with you.
Based on our feedback, we have implemented immediate improvements like communicating more on email and highlighting our social media because that’s what clubs overwhelming want. They love the branding benefits of a CFM campaign, so we will allocate resources into maximizing this benefit for clubs. It’s been a real game changer.
If you can take some time to create a survey to find out more about your value in the market and your customers, the response you will receive is invaluable.
It’s simple but it’s such an effective way to improve your club and improve retention. Other key benefits are being able to identify new trends, highlight priorities to save time and understand new opportunities.
We used a survey site called Survey Monkey – you can simply create surveys with different answering methods and with as many or as little questions as you like. Simple, easy - yet effective!
Using the knowledge you gain from a survey like this will help guide you as you start to rebuild and finish strong in what has been a unsettling start to 2020.
Take care,
Rachel Saunders
PS- If you have any questions on creating a survey for your business or need some question inspiration, please don’t hesitate to reach out!