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Transforming Member Feedback into Meaningful Benefits

The results of the Alliance’s 2013 membership satisfaction survey are in and based on your responses, member society executives feel pretty darn good about the value they are getting for their dues dollar. And while that certainly makes the Alliance Board and staff very happy, it’s what we do with your feedback that will ultimately determine the value of the survey. Forty-three out of the Alliance’s 70 U.S. and Canadian member societies responded to the survey, and societies of all sizes and types participated. Here are a few highlights:

  • 100% of respondents said they were satisfied with the Alliance’s overall performance; with over 80% of those being “very” or “completely” satisfied.
  • 97% of respondents said the Alliance met or exceeded all their expectations.
  • 98% of respondents said that Alliance membership is a good value for the price.
  • Advocacy/Public policy was rated as the most important membership benefit, followed closely by Education Programs, Fraternal Industry Information, and Networking.

Why are the results so important?

The Membership Satisfaction Survey is one of the most important tools the Alliance Board of Directors has to assess the overall performance of the Board and to assess and reward the performance of the CEO. In addition, the staff and Board carefully examine the results of the survey to determine what the organization is doing right and where it needs to improve. Most importantly, the Alliance’s leadership team uses the survey results to identify new products, programs, and services that can enhance the value of membership in the organization and develop new streams of non-dues revenue in order to keep the cost of membership as affordable as possible for all member societies.


What are the weaknesses of the survey?

The Alliance is a corporate membership trade association. That means that its members are the 70 fraternal benefit societies, not the thousands of individual employees that work for those societies. And while the CEO may have a good handle on some of the key membership benefits provided by the Alliance, he or she may not be aware of all the ways the society’s employees are engaging with the organization. So while 43 out of 70 member societies were represented in the results – a solid cross section of the membership, to be sure – there are likely many thousands of you who would like to express your opinions on the value of Alliance membership. Starting in 2014, we’ll be initiating a more extensive effort to survey the individuals who actually are participating in Alliance programs – such as Compliance PLUS and member community shared interest groups. This will give more people more opportunities to shape the future of the Alliance.

And speaking of the future…

Member society executives identified a handful of potential programs that the Alliance may want to develop in the coming months. Here are a few that topped the hit parade:

  • Online reporting tool to help member societies gather local chapter data
  • Long-term education program to help members develop an effective social media strategic plan
  • Fraternal board member certification program
  • Workshops on media training for fraternal leaders
  • Workshops on consumer research results for agents and field managers

Now what happens?

The Alliance Board will begin digesting and discussing this information at its September 5, 2013, meeting and determine which potential programs have the greatest possible benefit for the largest number of members. Those will be incorporated into the Alliance’s 2014 Strategic Plan and resources – both financial and human – will be allocated to them to give the organization the best possible chance of accomplishing these individual objectives. This is done while keeping in mind the one overarching goal: strengthen and support member societies and the fraternal system by enhancing the value of membership in the Alliance.

Let me know what you think of these possible programs by posting a comment here, sending me an email at jannotti@fraternalalliance.org, or flagging me down at the Alliance’s Annual Meeting next month in Hollywood, Florida. Whatever way you chose to reach me, I’d love to hear from you.

3 Responses

  1. Woodmen of the World is already doing online reporting from our local chapters and are training our members to develope social media skills through Facebook Fan Pages.
    I would like to see your media training for fraternal members and possibly incorporate it with ours.
    As a fraternal member I would like to view your consumer research for the field force.

    • Thank you for your comments, Claudia. I’m aware of Woodmen’s online reporting system and the Alliance is trying to build one based on it that other societies can use on an “off the rack” basis. Right now, the media training program is just a concept. We’re planning to incorporate it into the 2014 Presidents Section Mid-Year Meeting program. And finally, we’ll send you a complete copy of the Alliance’s Phase I and II consumer research (much of which Woodmen has utilized) in the next day or two. Best regards…jja

  2. Hi Claudia –

    Thanks for your response to the Blog post. The media training program is still in the planning phase so we don’t have anything to share quite yet I am e-mailing you a complete copy of the consumer research that you requested. Please let me know if I can be of further assistance.

    Jeff Mitchell

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