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   Chapter 38. Some Methods for Evaluating Comprehensive Communi... >
         Section 4. Rating Member Satisfaction >

 

Rating Member Satisfaction
  

Examples

Contributed by Aimee Whitman

Edited by Bill Berkowitz and Jerry Schultz

 

Example #1: Sample cover letter for member satisfaction survey:

 

Date

Dear Member of (name of the initiative):

The purpose of the attached member satisfaction questionnaire is to get your feedback on how well (the initiative) is doing. As you know, (the initiative's) mission is to ___________________________________ in ____________________ (city/county).

Please complete each question by circling the letter that best shows your satisfaction with that aspect of the initiative. We welcome additional comments and suggestions you have for improving (the initiative).

For your anonymity and convenience, please use the enclosed envelope to return your completed questionnaire to our evaluators, the (name them).

Thanks in advance for your valuable advice and feedback.

Best regards,

______________________________

Executive Director

 

Example #2: Sample member survey of satisfaction

 

Annual Member Satisfaction Survey
(Date)
Please return by (date)

We welcome your feedback on how well (the initiative) is doing. For each item, please circle the number that best shows your satisfaction with that aspect of the initiative. Provide additional comments if you wish.

Your satisfaction with the...

Planning and Implementation
very dissatisfied
  
very satisfied
1. Planning process used to prepare objectives for the initiative
1
2
3
4
5
2. Follow through on the initiative's activities
1
2
3
4
5
3. Strength and competence of staff
1
2
3
4
5
Comments:
Leadership
very dissatisfied
  
very satisfied
4. Clarity of the vision for where the initiative should be going
1
2
3
4
5
5. Strength and competence of leadership
1
2
3
4
5
6. Sensitivity to cultural issues
1
2
3
4
5
7. Use of the media to promote awareness of the initiative's goals, actions, and accomplishments
1
2
3
4
5
8. Opportunities for members of the initiative to take leadership roles
1
2
3
4
5
Comments:
Services
very dissatisfied
  
very satisfied
9. Training and technical assistance
1
2
3
4
5
10. Fundraising and grantwriting
1
2
3
4
5
11. Information and referral
1
2
3
4
5
12. Advocacy
1
2
3
4
5
13. Service programs to the community
1
2
3
4
5
Comments:
Community Involvement in the Coalition
very dissatisfied
  
very satisfied
13. Participation of influential people from key sectors of the community
1
2
3
4
5
14. Participation of people of color and other minorities
1
2
3
4
5
15. Diversity of membership of the initiative
1
2
3
4
5
16. Involvement of respected grassroots leaders in the community
1
2
3
4
5
17. Involvement of grassroots organizations
1
2
3
4
5
18. Involvement of civic organizations
1
2
3
4
5
Comments:
Progress and Outcome
very dissatisfied
  
very satisfied
19. Progress in meeting the initiative's objectives
1
2
3
4
5
20. Success in generating resources for the initiative
1
2
3
4
5
21. Fairness with which funds and resources are distributed
1
2
3
4
5
22. The initiative's contribution to the goal of (list major goal)
1
2
3
4
5
23. The initiative's contribution to the goals of (list other major goals, if appropriate)
1
2
3
4
5
Comments:
Overall Suggestions and Approval Rating

21. Is the community better off today because of (the initiative)?

(Circle one)
YES
NO

Overall comments:

 

Example #3: Sample Memorandum of Results


DATE: ____________________________________

TO: (Leadership, Board of Directors of the group, members of the group, members of the community)

FROM: The Evaluation Team

RE: Results of the Annual Member Satisfaction Survey for ______________________ .

Enclosed please find the results of the Annual Member satisfaction Survey. We had a good response--___people (__%) completed the survey. This report includes the average rating and the range of responses for each question, and a summary of the comments for each section.

Generally, respondents were satisfied with the different aspects of functioning outlined in the survey. However, the range of responses was from 1 to 5 for each issue. The highest ratings were noted for the strength of competence of staff, the strength and competence of leadership, and the clarity of the vision of the initiative. The lowest rating was noted for item 20, the group's contribution to the goal of ___________________. Ninety-three percent of the members who completed the survey felt that the community was better off today because of (the initiative).

Many of the members who completed the survey also provided comments at the end of each section. The comments, in addition to the ratings of each question, may provide some helpful feedback in planning for future activities of (the initiative ).

If you have any questions, please feel free to call us. We will also further discuss the survey findings at our next meeting.

cc: Program officer, Funding source

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