Customer Profile
Established since 1923, CSMA Club is private home, motoring and leisure membership association
Challenge
To benchmark and track satisfaction levels across a membership association of over 400,000 members during a period of significant strategic change.
Founded in 1923, the organisation’s success had been based around strong core values and it was essential that planned strategic change did not erode the value of its brand.
Solution
In collaboration with the client’s marketing team, a telephone survey was designed to benchmark and track satisfaction levels across the spectrum of the membership, to identify which benefits prompted member renewals and also which services the members would most like added to the organisation’s offerings.
Results
- Confidence that the impact of significant strategic change on member perceptions was acceptable.
- Clarity regarding emerging member needs and causes of both satisfaction and dissatisfaction.
Interested in more details on this programme?
The Client's View
“We are getting a lot of added value, not just membership satisfaction statistics but also the opportunity to address member grumbles and show
we care about their feedback. Fast Track Solutions are easy to work with; they grasped the ethos immediately, have needed little direction, and have provided a very good analysis. Other research providers also fail to give verbatim information and don’t close the feedback loop; Fast Track Solutions are flexible in responding to our needs allowing us to get good value from
the exercise.”
Nicola Turner
Head of Sales and Marketing
