Listening to your members: The member satisfaction survey. Presenter: Mary Beth Watt. Outline

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1 Listening to your members: The satisfaction survey Listening to your members: The member satisfaction survey Presenter: Mary Beth Watt 1 Outline Introductions Members as customers Member satisfaction survey Survey report Wrap up and evaluation CHF Canada Workshop 1

2 Listening to your members: The satisfaction survey Are co-op members customers? Co-ops are enterprises that exist to provide an economic benefit to their members They are business enterprises, but with a difference Co-ops are first of all about people; financial success is a means to an end Our co-op identity CHF Canada Workshop 2

3 Listening to your members: The satisfaction survey Who were the Rochdale Pioneers? Our beginnings: the Rochdale Pioneers 28 weavers working in a Mill in Rochdale, Lancashire survivors of a failed strike a group of workers who didn t want to shop at the company store Rochdale Equitable Pioneers Society CHF Canada Workshop 3

4 Listening to your members: The satisfaction survey Expectations When you are a customer what do you expect? What does a customer (member) expect from you? What do you expect from a customer (member)? Satisfaction Why do we want members to be satisfied? CHF Canada Workshop 4

5 Listening to your members: The satisfaction survey How do you know? Do you know if your members are satisfied or dissatisfied with the co-op? How do you know? Are your members more or less satisfied than they were last year? How do you know? Is there a better way of knowing? Ask them by using the Member Satisfaction Survey! CHF Canada Workshop 5

6 Listening to your members: The satisfaction survey What is the member satisfaction survey? A tool to evaluate member satisfaction rates in housing co-ops measures satisfaction for: building and property conditions unit conditions maintenance communications safety and security Barriers to doing the survey Workload Fear Assuming your members are satisfied Assuming you already know what the issues are Don t value the members input CHF Canada Workshop 6

7 Listening to your members: The satisfaction survey How to do the survey The survey is posted again soon on the CHF Canada website Download the survey form and customize it for your co-op CHF Canada will provide a reporting tool to help you compile the results Customize CHF Canada Workshop 7

8 Listening to your members: The satisfaction survey Survey CHF Canada Workshop 8

9 Listening to your members: The satisfaction survey Survey Survey CHF Canada Workshop 9

10 Listening to your members: The satisfaction survey Survey reporting tool CHF Canada can set up a survey reporting tool for your co-op Contact CHF Canada Set up a survey with your changes Members can answer the survey online or you can input answers from forms they return CHF Canada prints survey summary and send to you Report CHF Canada Workshop 10

11 Listening to your members: The satisfaction survey Report Report CHF Canada Workshop 11

12 Listening to your members: The satisfaction survey Report Report CHF Canada Workshop 12

13 Listening to your members: The satisfaction survey Report Overview of the summary Number of respondents and how long they have lived in the co-op Building and property conditions Unit condition Maintenance Communications Safety and security General comments 26 CHF Canada Workshop 13

14 Listening to your members: The satisfaction survey Don t leave the job half done Completing the survey and getting the summary is not enough Use the information from the summary to make a plan for improvements Include the plan in your annual planning session and in your budget for the coming year CHF Canada Workshop 14

15 Listening to your members: The satisfaction survey Surveys Summary Plan Implement CHF Canada Workshop 15

16 Listening to your members: The satisfaction survey 31 Instructions for group work The goal is to complete the rest of the worksheet Decide the most important issue based on The responses to the specific questions The comments Other ideas Assume that the issue can be improved and sketch out a plan for improvement 32 CHF Canada Workshop 16

17 Listening to your members: The satisfaction survey Reporting back to the full group Briefly report back to the full group The major area you discussed What the most important issue is and why A short overview of your plan Choose someone to give the report 33 Keeping the members in the loop Give members information about o The results of the survey o The plan to follow up on the survey o Explanations of why the plan was decided on Budget Priorities Other factors Don t forget about updates and progress reports If there is something identified in the survey that you can t address, the members deserve an explanation 34 CHF Canada Workshop 17

18 Listening to your members: The satisfaction survey Key points to take away Be credible and do your part of the work on the survey follow up on it Try for continuous small improvements over time Keep doing the survey on a regular basis What will you take away? 35 Getting workshop materials CHF Canada Website AGM Conference App CHF Canada Workshop 18

19 Listening to your members: The satisfaction survey Time for Evaluation Evaluations on Conference App Paper copies also available in the workshop room! 38 CHF Canada Workshop 19

20 Listening to your members: The member satisfaction survey Goals of the member satisfaction survey 1. Make our co-op business healthier: Satisfied members are more likely to stay and look after their units so repair and turnover costs would be less. 2. Make our co-op community healthier: saying Improve democratic member control - hearing what the members have to say Showing good governance and principled leadership responding to what the members are Deciding to do the survey Customizing the survey for your co-op Getting members to fill out the survey Having CHF Canada do the summary This is only half of the member satisfaction survey job. The other half Use a worksheet to work through the survey summary and - 1. Figure out the most important things to follow-up on based on a) The survey scores and comments b) Setting priorities c) The co-op s resources (people, time and money) 2. Target the areas that can be improved 3. Plan how to make the improvements Listening to your members: The satisfaction survey One pager CHF Canada Workshop 1

21 Build the member satisfaction survey into your co-op s annual plan. Set new budget Fiscal year starts Annual planning and goal setting All year long: implement plan including items identified in the member satisfaction survey Do member satisfaction survey and review summary To let the members know about the results of the survey and the plan to follow-up even if the news isn t what they want to hear. Credibility - earned through communication Respect - earned by action Trust - earned over time through communication and action Listening to your members: The satisfaction survey One pager CHF Canada Workshop 2

22 The Member Satisfaction Survey for Housing Co-ops You can't manage what you don't measure is an expression that neatly sums up the value of asking customers what they think of your product. Unless you know their opinion you won't know what's getting the thumbs-up from your members and what you might need to work on. That's why we've developed the Member Satisfaction Survey. The survey is designed to help your co-op ask members what they think of the services they receive. How does the co-op respond to member concerns? Is the co-op well maintained? Do repairs get taken care of? How professional is the service members receive from co-op managers and contractors? Is the service they get from the co-op getting better or worse? And so on. These are the kinds of questions the survey asks the same sort of questions customer satisfaction surveys ask across all types of businesses, including institutions and government agencies. Valuing our members as customers When we talk about a customer we have a pretty clear idea of what that means. A customer is a person who buys goods or services from a supplier. Perhaps we don't think of co-op members as customers. And members do have other roles in a housing co-op. But let's not forget they are customers too. They receive a service housing, from a supplier the co-op, and pay for it through their housing charges. So why not ask members what they think of the service they receive as customers of the co-op? It's simple. Just download the survey form and customize it for your co-op by filling in the fields. We've also included a letter you can distribute to your members that explains about the survey and how to complete it. Making sense of the feedback You can choose to compile the results of your surveys on your own using a spreadsheet application. Or you can contact the CHF Canada to work with you on customizing your survey to make any changes needed to more accurately reflect your co-op s building design. You will be given an online link to your customized survey that can be distributed to members so that they can fill out the survey online if they wish. This link will also be used to enter data from paper copies of the survey returned to you. Once all the results are entered, CHF Canada will generate a summary report of all surveys entered for your co-op and send it to you in PDF format for printing and distributing to your board and members. With your permission, CHF Canada will keep the results of your survey in a secure database, so that we can evaluate member satisfaction levels across the country and share this information with our member co-ops. Questions or comments about the survey? Please contact us at Listening to your members: The satisfaction survey - customize CHF Canada

23 Focus on Customer Service: teamwork is the key! Satisfied customers are loyal, repeat customers (they don t move out!), so develop a culture of superior customer service among directors and managers. Attitude Attitude includes being solution-driven, being positive, having energy, etc. Interest Understand other s needs Listen with an open mind Find a common ground Understand, verify and clarify needs Advise what the co-op can offer Encourage working on a solution together Acknowledge feelings Take Action Give regular updates and progress reports Communicate delays promptly State exactly what was done Give personal reassurance Help members be proactive Verbal Language, Body Language, Tone of Voice Poor body language can often undermine otherwise positive messages. Strong communication skills, and attention to positive verbal language strategies create positive experiences, and minimize negative ones. Tone of voice contributes to our ability to persuade, influence, empathize and engage. Listening to your members: The satisfaction survey CHF Canada workshop

24 Listening to your members: The member satisfaction survey Location: Number of participants: various (20 30) Length: 50 minutes Requirements: 1. Cover how to work with the completed survey 2. In small groups work on implementing improvements that are identified in the summary a. Assign each group a part of the survey Materials 1. A sample summary for the full group to work from 2. PowerPoint to guide the session and highlight key points 3. Worksheet to guide the planning and decision-making process that should follow-up the survey 4. Tip sheet for working with completed surveys Proposed agenda (50 minutes) 1. Introductions (5 minutes) a. MSS - It s a lot of work to follow to do and to follow up and make things better b. I don t think we need to talk about why a co-op should do the survey we are already on board with that c. Don t leave the job half done use the information from the survey when doing your annual planning and budgeting d. Do what you can e. It will pay off i. Gets more buy-in from members ii. Makes the business better iii. Makes the community better 2. Overview of the summary (5 minutes) a. How many responded and how long have they lived in the co-op b. Overall condition and upkeep of the co-op c. Condition and comfort of your unit d. Co-op s general maintenance services e. Communication f. Personal security within the co-op g. Specific comments Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 1

25 3. Working with the summary (30 minutes) a. Review of the worksheet i. Using the sample summary, complete the first few sections together up until What area(s) should we focus on? b. Exercise assign each group one of the main areas of the summary (4b 4f above) i. Ask them to complete the rest of the worksheet which will include Reviewing the overall score and the overall level of satisfaction Review the individual questions and scores in the area Considering specific comments that members wrote about the area they are discussing Thinking about other issues/problems/irritants the in the specific area that may not have been written down Deciding what should be and can reasonably be accomplished Proposing a strategy to address the issue a. Identify a timeline and key milestones ii. Reporting back to the full group about the strategies to be implemented 4. Communication (5 minutes) a. The importance of reporting about the summary and the plan to the membership i. Include information about why certain things can t be done ii. Give reports along the way b. Different ways to keep the membership informed i. Members meetings Board reports Budget presentation Annual goal setting Experts ii. Notices iii. Website iv. Facebook 5. Wrap-up (5 minutes) a. Key points: be credible and follow-up, continuous small improvements over time b. What will they take away with them c. Review tip sheet d. Evaluations e. Thank you Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 2

26 Proposed worksheet Thinking about our member satisfaction survey results Responses How many units filled in the survey? Is that good? Is that more than last year? How can we get more responses next time? Major area Overall condition and upkeep of the co-op (question 4) Condition and comfort of your unit (question 7) Co-op s general maintenance services (question 9) Score (from 1 5) Overall scores Satisfaction level (see chart below) Comments that apply to the major area (from q14) Check question 5 too. Communication (question 11) Personal security within the co-op (question 13) Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 3

27 Ranking Satisfaction level 5 Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Thinking about the overall scores And thinking about health and safety concerns, the co-op s budget, special projects and events coming up, and the co-op s people power (volunteers and staff) What is/are the major area(s) of the survey that we should focus on? Complete the chart below for each of the major areas that the co-op should focus on. Major area: Specific questions Specific ranking (from 1 5) a) b) c) d) e) f) g) What comments were made (from Overall Scores above)? Can you think of other issues in this major area that weren t covered in the comments? Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 4

28 Thinking about the information in this section, what is the most important issue? If no, why not? Can the co-op improve this? If yes, how? Write down a plan and as many details as you can. What will you report to the members? Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 5

29 Member Satisfaction Survey Summary 1. Household demographics How long has your household lived in the co-op? How long has your household lived in the co-op? Average How long has your household lived in the co-op? 4.2 Total number of responses 26 How many people in your household do your survey responses represent? Response Chart Percentage Myself (1) 15.4% Two (2) 30.8% Three (3) 23.1% Four (4) 26.9% More than four (5) 3.8% Average 2.73 Total Responses 26 Listening to your members: The satisfaction survey - summary CHF Canada 1

30 2. Building and property conditions Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the questions below. If a particular item does not apply to our co-op, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied N/A Average a) parking lot/garage 6 (35.3%) 0 (0.0%) %) 7 (15.9%) 7 (24.1%) 0 (0.0%) 3.35 b) laundry room 1 (5.9%) 1 (20.0%) 7 (13.0%) 6 (13.6%) 1 (3.4%) 10 (30.3%) 3.31 c) exterior 3 (17.6%) 0 (0.0%) 8 (14.8%) 8 (18.2%) 7 (24.1%) 0 (0.0%) 3.62 d) common areas 1 (5.9%) 3 (60.0%) 9 (16.7%) 8 (18.2%) 5 (17.2%) 0 (0.0%) 3.50 e) garbage area 3 (17.6%) 0 (0.0%) 10 (18.5%) 10 (22.7%) 3 (10.3%) 0 (0.0%) 3.38 f) elevators 1 (5.9%) 0 (0.0%) 2 (3.7%) 0 (0.0%) 0 (0.0%) 23 (69.7%) 2.33 g) playground 2 (11.8%) 1 (20.0%) 12 (22.2%) 5 (11.4%) 6 (20.7%) 0 (0.0%) 3.46 Overall Very dissastisfied Dissatisfied Neutral Satisfied Very Satisfied N/A Average condition and upkeep of co-op 2 (8.0%) 1 (4.0%) 8 (32.0%) 9 (36.0%) 5 (20.0%) 0 (0.0%) 3.56 Please provide any additional feedback on the condition of our co-op. # Response 1. The laundry room is messy 2. People don't empty the machines as soon as they are finished 3. The parking lot is very dark 4. Visitors stay too long in the visitor parking spots, the signs are missing for visitor parking 5. People don't wipe down the washers often enough 6. People don't follow the rules for putting their garbage in the garbage areas Listening to your members: The satisfaction survey - summary CHF Canada 2

31 3. Unit condition Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the questions below. If a particular item does not apply to your unit, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied N/A Average a) heating system 3 (11.5%) 0 (0.0%) 3 (11.5%) 10 (38.5%) 10 (38.5%) 0 (0.0%) 3.92 b) noise from surrounding units 3 (11.5%) 3 (11.5%) 4 (15.4%) 9 (34.6%) 7 (26.9%) 0 (0.0%) 3.54 c) pest issues (ants, mice) 2 (7.7%) 4 (15.4%) 5 (19.2%) 5 (19.2%) 10 (38.5%) 0 (0.0%) 3.65 d) drafts from doors and windows 3 (11.5%) 6 (23.1%) 4 (15.4%) 9 (34.6%) 4 (15.4%) 0 (0.0%) 3.19 e) flooring 3 (11.5%) 2 (7.7%) 9 (34.6%) 8 (30.8%) 4 (15.4%) 0 (0.0%) 3.31 f) appliances 3 (12.0%) 2 (8.0%) 5 (20.0%) 7 (28.0%) 8 (32.0%) 0 (0.0%) 3.60 Overall Very dissatisfied Dissatisfied Neutral Satisfied Very Satisfied N/A Average condition and comfort level of your unit 2 (7.7%) 3 (11.5%) 6 (23.1%) 10 (38.5%) 5 (19.2%) 0 (0.0%) 3.50 Please provide any additional feedback on the overall condition and comfort level of your unit. # Response 1. I need new carpets, they are stained from before I moved in 2. My bedroom doors get stuck a lot and sometimes won't shut 3. My bedroom closet door falls off, I just have to leave it open, I'm not positive but I've heard that this happens in a lot of other units too 4. There is a big draft under my front door 5. There are mice in my unit and my carpet has been stained since we moved in Listening to your members: The satisfaction survey - summary CHF Canada 3

32 4. Maintenance Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the questions below. If a particular item does not apply to our co-op, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied N/A Average a) upkeep of common areas and grounds 2 (7.7%) 2 (7.7%) 9 (34.6%) 8 (30.8%) 5 (19.2%) 0 (0.0%) 3.46 b) response time for repair requests 2 (7.7%) 1 (3.8%) 3 (11.5%) 10 (38.5%) 10 (38.5%) 0 (0.0%) 3.96 c) after hour responses to emergency requests d) quality of repairs 2 (7.7%) 0 (0.0%) 6 (23.1%) 8 (30.8%) 9 (34.6%) 1 (3.8%) (11.5%) 1 (3.8%) 9 (34.6%) 5 (19.2%) 8 (30.8%) 0 (0.0%) 3.54 e) handling of painting requirements 1 (3.8%) 0 (0.0%) 10 (38.5%) 9 (34.6%) 4 (15.4%) 2 (7.7%) 3.62 f) eliminitating safaty hazards 3 (11.5%) 5 (19.2%) 7 (26.9%) 5 (19.2%) 6 (23.1%) 0 (0.0%) 3.23 Overall Very dissastisfied Dissatisfied Neutral Satisfied Very Satisfied N/A Average general maintenance services 2 (7.7%) 3 (11.5%) 5 (19.2%) 10 (38.5%) 6 (23.1%) 0 (0.0%) 3.6 Please provide any additional feedback on the condition and upkeep of our co-op. # Response 1. In the winter the salting isn't done early enough 2. Things get done, but it takes several requests for it to get started 3. There is often garbage around the co-op, not great curb appeal 4. When I asked for repairs to my window that leaks, it took a long time and it didn't really fix the problem 5. The curb appeal could be a lot better Listening to your members: The satisfaction survey - summary CHF Canada 4

33 5. Communications Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the questions below. If a particular item does not apply to our co-op, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied N/A Average a) responding to housing service inqiries, suggestions or requests from members 1 (3.8%) 1 (3.8%) 7 (26.9%) 11 (42.3%) 6 (23.1%) 0 (0.0%) 3.77 b) providing information on a regular basis 0 (0.0%) 1 (3.8%) 12 (46.2%) 10 (38.5%) 3 (11.5%) 0 (0.0%) 3.58 c) the clarity of financial information provided by the co-op 0 (0.0%) 1 (3.8%) 11 (42.3%) 9 (34.6%) 5 (19.2%) 0 (0.0%) 3.69 d) the level of courtesy and professionalism in co-op communications with members 0 (0.0%) 1 (3.8%) 10 (38.5%) 8 (30.8%) 6 (23.1%) 1 (3.8%) 3.76 Overall Very dissastisfied Dissatisfied Neutral Satisfied Very Satisfied N/A Average co-op communications 0 (0.0%) 1 (3.8%) 6 (23.1%) 16 (61.5%) 3 (11.5%) 0 (0.0%) 3.81 Please provide any additional feedback with our co-op communications. # Response 1. I don't usually go to meetings, so I don't really know what's going on around the co-op 2. I'm usually working when they have meetings, not sure 3. Not sure, don't really talk to the office. 4. I don't understand the budget or the audit, sometimes we don't get any update from the board for months Listening to your members: The satisfaction survey - summary CHF Canada 5

34 6. Safety and security Using a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, please respond to the questions below. If a particular item does not apply to our co-op, chose N/A. Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied N/A Average a) within your co-op unit 1 (3.8%) 1 (3.8%) 9 (34.6%) 9 (34.6%) 6 (23.1%) 0 (0.0%) 3.69 b) inside our co-op buildings and interior common areas 1 (3.8%) 1 (3.8%) 8 (30.8%) 10 (38.5%) 6 (23.1%) 0 (0.0%) 3.73 c) outside within the coop's exterior commone areas 1 (3.8%) 1 (3.8%) 9 (34.6%) 10 (38.5%) 5 (19.2%) 0 (0.0%) 3.65 Overall Very dissastisfied Dissatisfied Neutral Satisfied Very Satisfied N/A Average safety and security within the co-op 1 (3.8%) 1 (3.8%) 6 (23.1%) 13 (50.0%) 5 (19.2%) 0 (0.0%) 3.77 Please provide any additional feedback about your overall sense of personal security and safety within the co-op. # Response 1. There are lots of cars I don't recognize and the lighting isn't good 2. I feel nervous when I park my car in the lot 7. Additional comments # Response 1. The repairs are good but sometimes the clean is not. 2. Staff seems to work hard but the office is not open when it is supposed to be. 3. I would like more information about decisions that the board makes. 4. Teenagers hang out in the park after dark and make a lot of noise. Listening to your members: The satisfaction survey - summary CHF Canada 6

35 Thinking about our member satisfaction survey results How can we get more responses next time? Responses How many units filled in the survey? Is that good? Is that more than last year? Major area 2. Building and property conditions - overall condition and upkeep of the co-op 3. Unit condition - condition and comfort of your unit 4. Maintenance - Co-op s general maintenance services 5. Communications co-op communication 6. Safety and security safety and security within the co-op Score (from 1 5) Overall scores Satisfaction level (see chart below) Comments that apply to the major area Ranking Satisfaction level 5.00 Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop 1

36 Thinking about the overall scores And thinking about health and safety concerns, the co-op s budget, special projects and events coming up, and the co-op s people power (volunteers and staff) What is/are the major area(s) of the survey that we should focus on? Complete the chart below for each of the major areas that the co-op should focus on. Major area: Specific questions Specific ranking (from 1 5) a) b) c) d) e) f) g) What comments were made (from Overall Scores above)? Can you think of other issues in this major area that weren t covered in the comments? Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop 2

37 Thinking about the information in this section, what is the most important issue? If no, why not? Can the co-op improve this? If yes, how? Write down a plan and as many details as you can. What will you report to the members? Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop 3

38 Thinking about our member satisfaction survey results How can we get more responses next time? Responses How many units filled in the survey? 26 Is that good? No Is that more than last year? No Have members complete the survey at a members meeting. Offer incentives for members who complete the survey. Follow-up on the results. Major area 2. Building and property conditions - overall condition and upkeep of the co-op 3. Unit condition - condition and comfort of your unit Score (from 1 5) Satisfaction level (see chart below) Overall scores Comments that apply to the major area 3.56 Neutral The laundry room is messy. People don't empty the machines as soon as they are finished. The parking lot is very dark. Visitors stay too long in the visitor parking spots. The signs are missing for visitor parking. People don't wipe down the washers often enough. People don't follow the rules for putting their garbage in the garbage areas. Curb appeal could be better. Snow removal could be better Neutral Sliding closet doors always jam try bi-folds. I need new carpets, they are stained from before I moved in. My bedroom closet doors get stuck a lot and sometimes won't shut My bedroom closet door falls off: I just have to leave it open; There is a big draft under my front door. There are mice in my unit and my carpet has been stained since we moved in. Listening to your members: The satisfaction survey completed worksheet CHF Canada Workshop 1

39 4. Maintenance - Coop s general maintenance services 5. Communications co-op communication 6. Safety and security safety and security within the co-op 3.60 Neutral Repairs are fine but clean up needs to be better. In the winter the salting isn't done early enough. Things get done, but it takes several requests for it to get started. There is often garbage around the co-op, not great curb appeal. When I asked for repairs to my window that leaks, it took a long time and it didn't really fix the problem Neutral Good staff here at the co-op. Great staff easy to work with. I don't usually go to meetings, so I don't really know what's going on around the co-op. I'm usually working when they have meetings, not sure. Not sure, don't really talk to the office. I don't understand the budget or the audit. Sometimes we don't get any update from the board for months 3.77 Neutral There are lots of cars I don't recognize and the lighting isn't good. I feel nervous when I park my car in the lot. Ranking Satisfaction level 5 Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Listening to your members: The satisfaction survey completed worksheet CHF Canada Workshop 2

40 Thinking about the overall scores And thinking about health and safety concerns, the co-op s budget, special projects and events coming up, and the co-op s people power (volunteers and staff) What is/are the major area(s) of the survey that we should focus on? 1. Overall condition and upkeep of the co-op (question 4) 2. Condition and comfort of your unit (question 7) 3. Co-op s general maintenance services (question 9) 4. Communication (question 11) 5. Personal security within the co-op (question 13) Complete the chart below for each of the major areas that the co-op should focus on. Major area: Specific questions Specific ranking (from 1 5) a) b) c) d) e) f) g) What comments were made (from Overall Scores above)? Listening to your members: The satisfaction survey completed worksheet CHF Canada Workshop 3

41 Can you think of other issues in this major area that weren t covered in the comments? Thinking about the information in this section, what is the most important issue? If no, why not? Can the co-op improve this? If yes, how? Write down a plan and as many details as you can. What will you report to the members? Listening to your members: The satisfaction survey completed worksheet CHF Canada Workshop 4

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