Survey · Customer satisfaction
Member satisfaction survey template
Asks why people joined, ranks the benefits they care about and checks whether you contact them too much or too little. The renewal question decides the rest: loyal members say what they value most, undecided ones say what would help them choose, and members leaning towards leaving are asked why and what would change their mind.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Hi! As a member, your view shapes what we do next. This takes about three minutes.
How long have you been a member?
Why did you join?
Rank these benefits by how much they matter to you
How often do you take part in something we run?
How good is your membership for what you pay?
How do you feel about how much you hear from us?
How likely are you to renew when your membership is up?
What do you value most about being a member?
What would help you decide?
What's making you think about not renewing?
Is there anything that would make you stay?
How likely are you to recommend membership to a colleague or friend?
What's one thing we should start, stop or change?
Endings
Thanks for being a member 🙌
Thank you for being honest
The flow
Where each answer leads. Every route here is editable once the form is yours.
Single select
Multi select
Ranking
Single select
Opinion scale
Matrix
Single select
Long text
Long text
Multi select
Long text
NPS
Long text
What this template uses
- Single select
- Multi select
- Ranking
- Opinion scale
- Matrix
- Long text
- NPS
- 5 branches
- 2 endings
Questions to consider
- Which benefits do you actually offer, and do the ranking items use the names members know?
- Would you rather know the renewal intent or the reasons for it, if you could only ask one?
- Should members close to their renewal date get this survey first?
- Who will reach out to members who are undecided, and what can they offer?
How to use the responses
Group answers by renewal intent. The reasons from members leaning towards leaving tell you what to fix, and the undecided group is where a timely phone call or a better-suited benefit makes a difference. Compare the benefit ranking with how often people take part: a benefit ranked highly that nobody uses usually needs better promotion, not replacement.
How to customize and share it
- 1Rename the reasons for joining and the ranking items to match your real benefits.
- 2Adjust the communication rows to the channels you use, such as a magazine or a member forum.
- 3Send the link a couple of months before renewals, and add it to your members' area or newsletter.
Frequently asked questions
What questions should a member satisfaction survey ask?
Why people joined, which benefits they value and use, whether membership feels worth the cost, and how likely they are to renew. Ask why when someone is unlikely to renew, since that answer is the most useful one you'll get.
When should I send a membership survey?
A couple of months before renewal gives you time to act on what undecided members say. A yearly survey at the same point makes results comparable.
How can a survey help with member retention?
It shows you who is at risk and why before they lapse. This template asks those members what would make them stay, which gives you something concrete to offer.
Can I use this for a club, association or gym?
Yes. Edit the benefits and reasons for joining to match what you offer. If your membership is free, swap the value-for-money question for one about the time members put in.