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Member retention success: Understanding surveys and feedback loops

 

How can you use surveys and customer feedback to attract new members to your club and, more importantly, make sure they stay? In this blog I’m going to share with you some invaluable tools that you can use to gain important information about your customers. I’m also going to tell you what you can do with that data in order to create member retention success. 

A robust methodology

If you want feedback from your customers, always think about why you're actually asking them questions. What is it you're trying to understand by getting feedback from your members? Who are you wanting to hear from and who is actually responding when you send out a survey? For feedback to make a difference to your business, you need a robust methodology.

Think about the timeline of them being a customer before you survey them. Are you going to ask them for feedback on day five, day ten, day 90? Or maybe your goal is to get to know what’s going on with your customers at different...

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