Sequus International
Management: Consulting Education Development
THE MEMBER SERVICES QUESTIONNAIRE
Trial version
Welcome to the Members Services Questionnaire test page.  This page would allow your organization to gather feedback on performance from its members.  Once you and others submit your responses to the survey version of the questionnaire below, your organization would be sent a report showing the results. Your responses would be included in the overall results. You would not be identfied.
Before we get to the questionnaire, we ask respondents to enter the name of the organization whose membership services they are evaluating in the space below..


THE MEMBERSHIP SERVICES QUESTIONNAIRE INSTRUCTIONS: Below you will find several items.  You are asked to make two evaluations for each item. First you are asked to assess the "importance" of the item to members.   Then you are asked to assess the "performance" of the organization on that dimension.  In both ratings you will be using a 5 point scale. The definitions for each scale are..
IMPORTANCE: 1= SHOULD NOT PROVIDE, 2 = NOT IMPORTANT TO ME, 3 = NICE BUT NOT ESSENTIAL, 4 = SHOULD PROVIDE IF POSSIBLE,  5 =  ABSOLUTELY ESSENTIAL
PERFORMANCE: 1= I AM VERY DISSATISFIED, 2 = I AM DISSATISFIED, 3 = I AM SOMEWHAT SATISFIED,  4 = I AM SATISFIED,  5 =  I AM COMPLETELY SATISFIED      When you are finished, the "SUBMIT" button will send the questionnaire to us for processing.

1.  MISSION: Our members know and buy into our organization's purpose, mission and key goals.





2.  MEMBER FIRST: We put our members first in everything we do.


3.  COSTS: We provide good value for fees paid.
4.  STRUCTURE: We keep our organization structure simple, lean and flexible.
5. UNIQUE: We provide unique services that are not available from any other source.

Performance
Importance                                     
Importance                                             
Performance
Importance                                              
Performance
Importance                                             
Performance
6. STANDARDS: Our member services standards are high, and we meet them
Importance                                             
Performance
7. TECHNOLOGY: We provide our paid staff and elected officials with the best tools and latest technology to do their jobs.
Performance
Importance                                              
8. POLICIES: Our policies and procedures are simple and straightforward.
Importance                                             
Performance
9. ADVOCACY: We provide our members with a strong, united and effective voice.
Performance
Importance                                              
10.
Importance                                            
Performance
Note: if at any time you wish to start over, click the reset button.
11. PLANS: We develop plans, budgets, schedules and the controls necessary to achieve our goals.
Importance                                             
Performance
12. SPEED: We provide fast service, with rapid turnaround and no waiting.
Importance                                              
Performance
13. EMPOWERED: Our "front-line" staff are empowered to make the decisions necessary serve our members
Importance                                              
Performance
14.  PRIORITIES: Our priorities are clear and based on the organization's goals and member needs.
Importance                                            
Performance
15.  AUTHORITY CLEAR: The difference in roles between elected officials and paid staff is clear, widely known and accepted by both.
Importance                                              
Performance
16.  LISTEN: We listen to our members and we try hard to exceed their expectations of us.
Importance                                             
Performance
17.  STRENGTHS: We build on our strengths.
Importance                                             
Performance
18. DELEGATE: We delegate to our paid staff and leave them alone to get the job done.
Importance                                              
Performance
19. LEADERS: Our leaders lead by example, inspiration and trust.
Importance                                              
Performance
20. HOURS: Our hours of operation are convenient
Importance                                             
Performance
21. COMPLIANCE: We deal appropriately and fairly with members who continually fail to meet our membership requirements and obligations.
Importance                                             
Performance
22.  REWARDS: We celebrate and reward the achievements of individual members who make outstanding contributions
Importance                                             
Performance
23. ACCESS: Our services are conveniently located and easily accessible.
Importance                                              
Performance
24. DEMOCRATIC: We run our organization according to the best democratic principles.
Importance                                              
Performance
25. CONTINUOUS IMPROVEMENT: We work to continuously improve the quality of our products, services and processes.
Importance                                             
Performance
PLEASE NOTE: This is a long and comprehensive questionnaire as is the report that will be sent to your organization.  Your persistence in completing the full survey will pay off in a rich source of powerful information. However, this is not for the faint of heart! We are asking about 20 minutes of your time.
26. BELONGING: Members want to belong to our organization.
Importance                                             
Performance
27. RESPECT: Our members are treated with the utmost respect by the organization.
Importance                                             
Performance
28. PLANNING: We involve all key stakeholders in regular strategic planning.
Importance                                              
Performance
29.  PROF. DEVELOPMENT: We meet the education and development needs of our members.
Importance                                             
Performance
30. RETENTION: We work hard to keep long term members in the organization.
Importance                                             
Performance
31. DIVERSITY: We encourage diversity of membership in terms of gender, age, race, ethnic background and ability.
Importance                                             
Performance
32.  RESOURCES: We use our resources well and assign them to the areas of greatest need.
Importance                                              
Performance
33. INVOLVEMENT:  Leadership in our organization is widely dispersed. We avoid cliques.
Importance                                             
Performance
34. STAFF-BOARD: The relationship between paid staff and the elected board is positive and productive.
Importance                                             
Performance
35. CONFLICT: We face conflict within our organization rather than avoid, or hide it.
Importance                                             
Performance
36. PARTICIPATION: We encourage member participation in making decisions that affect them.
Importance                                             
Performance
37. INFORMATION: We help meet the information needs of our membership.
Importance                                             
Performance
38. TEAMWORK: We work hard at building teamwork in committees and task forces
Importance                                             
Performance
58. MEETINGS: We conduct regular, positive, open and productive member meetings and conferences.
Importance                                              
Performance
39. WASTE: We eliminate waste, redundancies and bottlenecks.
Importance                                             
Performance
40. INNOVATION: We encourage and support new ideas, creativity and innovation.
Importance                                              
Performance
41. STEWARDSHIP: We treat resources entrusted to us with respect and integrity.
Importance                                              
Performance
42. TIMELY: We stick to our schedules and deliver what we promise, on time.
Importance                                              
Performance
43. PURGE: We regularly eliminate services and features that no longer appeal to members.
Importance                                              
Performance
44. PROBLEMS: We identify problems before they get out of hand and deal with them.
Importance                                             
Performance
45. MANAGEMENT: Our organization is well-managed.
Importance                                             
Performance
46. LEGAL: We are aware of our legal, ethical and moral responsibilities and meet them.
Importance                                            
Performance
47. RECOVERY: When we make a mistake, we do not hide it. We go out of our way to make it right.
Importance                                              
Performance
48. PARTNERS: We use partnerships, joint-venture and other forms of collaboration to serve our members better
Importance                                             
Performance
49.  ANALYSIS: We do thorough and complete analysis of options before we make major decisions.
Importance                                             
Performance
50. TRENDS: Our leaders keep up with external trends and developments that might affect our members.
Performance
Importance                                            
51. OUTREACH: We work hard to reach out to members who are not active in the organization
Importance                                             
Performance
52. GOALS: We set specific, measurable and clear goals which help us achieve excellence.
Importance                                              
Performance
53. DECISIONS: We make the tough and necessary decisions when they are needed.
Importance                                             
Performance
54. PAID STAFF: Our paid staff are well trained and knowledgeable.
Importance                                             
Performance
55. INNOVATION: Our leaders take risks and challenge old and outdated ways of thinking.
Importance                                             
Performance
56. TOTAL QUALITY: We work hard to achieve total quality in everything we do for our members.
Importance                                              
Performance
57. NEWSLETTERS: Our newsletters and other publications are informative, entertaining and worthwhile.
Importance                                             
Performance
59. VISION: Our leaders develop a vision of the future that inspires and motivates members and staff.
Importance                                              
Performance
60. TURNOVER: We encourage turnover in our leadership by limiting terms of office.
Importance                                             
Performance
61. SAFETY AND HEALTH: We provide safe, healthy and environmentally-friendly products and services.
Importance                                              
Performance
62.  ACCOUNTABILITY: We take our accountability to members seriously.
Importance                                             
Performance
63. SURVEYS: We use formal, regular, and structured methods to listen to our members.
Importance                                            
Performance
64. EVALUATE: We assess our products and services regularly to ensure that they are still relevant, and  meeting needs.
Importance                                             
Performance
65. FRIENDLY SERVICE: Our member service staff are warm and friendly.
Importance                                              
Performance
66. COMPLAINTS: We listen to member concerns, complaints and grievances and deal with them effectively.
Importance                                             
Performance
67. NUMBERS: We provide accurate and up-to-date information on the financial performance of our organization.
Importance                                             
Performance
68. COMMUNITY: We are committed to the communities in which we operate and actively contribute towards their success.
Importance                                             
Performance
69. VALUES: We proclaim our values, and our commitment to integrity, ethics and the truth. and we deliver.
Importance                                             
Performance
70. BENCHMARKS: We measure our organizational performance against the best and work hard to stay on top.
Importance                                              
Performance
At this point, respondents to the survey version are asked to click on a 'submit' button.

This questionnaire is Copywrite protected.  SEQUUS 2002

Importance                                    
Performance
Click here to add your text.
ISSUES: Our position on issues of importance to members is clear, known and based on solid support.




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