Listening to your members: The satisfaction survey
CHF Canada Workshop 1
Listening to your members: The member satisfaction survey
Presenter: Mary Beth Watt
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Outline
• Introductions
• Members as
customers
• Member
satisfaction survey
• Survey report
• Wrap up and
evaluation
Listening to your members: The satisfaction survey
CHF Canada Workshop 2
Are co-op members customers?
Our co-op identity • 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
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CHF Canada Workshop 3
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
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CHF Canada Workshop 4
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?
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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!
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CHF Canada Workshop 6
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
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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
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CHF Canada Workshop 10
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
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CHF Canada Workshop 13
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
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CHF Canada Workshop 14
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
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Listening to your members: The satisfaction survey
CHF Canada Workshop 15
Surveys
Summary
Plan
Implement
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CHF Canada Workshop 16
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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
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CHF Canada Workshop 17
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
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CHF Canada Workshop 18
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?
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Getting workshop materials
www.chfcanada.coop/workshopmaterials https://eventmobi.com/2017agm
CHF Canada Website AGM Conference App
Listening to your members: The satisfaction survey
CHF Canada Workshop 19
Time for Evaluation Evaluations on Conference App
https://eventmobi.com/2017agm/
Paper copies also available in the workshop room!
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Listening to your members: The satisfaction survey – One pager CHF Canada Workshop 1
Listening to your members:
The member satisfaction survey
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
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
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:
Improve democratic member control - hearing what the members have to say
Showing good governance and principled leadership – responding to what the members are
saying
This is only half of the member satisfaction survey job.
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Listening to your members: The satisfaction survey – One pager CHF Canada Workshop 2
Build the member satisfaction survey into your co-op’s annual plan.
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.
Fiscal year starts
All year long: implement plan including items identified in the
member satisfaction survey
Do member satisfaction survey
and review summary
Annual planning and goal setting
Set new budget
Credibility - earned through communication
Respect - earned by action
Trust - earned over time through communication
and action
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Listening to your members: The satisfaction survey - customize CHF Canada
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 [email protected] .
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Listening to your members: The satisfaction survey
CHF Canada workshop
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.
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Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 1
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
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Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 2
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
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Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 3
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?
Overall scores Major area Score
(from 1 – 5) Satisfaction level (see chart below)
Comments that apply to the major area (from q14)
Overall condition and upkeep of the co-op (question 4)
Check question 5 too.
Condition and comfort of your unit (question 7)
Co-op’s general maintenance services (question 9)
Communication (question 11)
Personal security within the co-op (question 13)
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Listening to your members: The satisfaction survey - activity outline CHF Canada Workshop 4
Ranking Satisfaction level
5 Very satisfied
4.00 – 4.99 Satisfied
3.00 – 3.99 Neutral
2.00 – 2.99 Dissatisfied
1.00 – 1.99 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?
1. 2. 3. 4. 5.
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?
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Thinking about the information in this section, what is the most important issue?
Can the co-op improve this?
If no, why not?
If yes, how? Write down a plan and as many details as you can.
What will you report to the members?
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Listening to your members: The satisfaction survey - summary CHF Canada 1
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
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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%) 6 11.1%) 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
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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
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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
2 (7.7%) 0 (0.0%) 6 (23.1%) 8 (30.8%) 9 (34.6%) 1 (3.8%) 3.88
d) quality of repairs
3 (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
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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
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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 co-op'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.
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1 Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop
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?
Overall scores Major area Score
(from 1 – 5) Satisfaction level (see chart below)
Comments that apply to the 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
Ranking Satisfaction level
5.00 Very satisfied
4.00 – 4.99 Satisfied
3.00 – 3.99 Neutral
2.00 – 2.99 Dissatisfied
1.00 – 1.99 Very dissatisfied
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2 Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop
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. 2. 3. 4. 5.
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?
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3 Listening to your members: The satisfaction survey - worksheet CHF Canada Workshop
Thinking about the information in this section, what is the most important issue?
Can the co-op improve this?
If no, why not?
If yes, how? Write down a plan and as many details as you can.
What will you report to the members?
C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A
Listening to your members: The satisfaction survey – completed worksheet CHF Canada Workshop 1
Thinking about our member satisfaction survey results
Responses How many units filled in the survey? 26
Is that good? No
Is that more than last year? No
How can we get more responses next time? Have members complete the survey at a members meeting. Offer incentives for members who complete the survey. Follow-up on the results.
Overall scores Major area Score
(from 1 – 5)
Satisfaction level (see chart below)
Comments that apply to the major area
2. Building and property conditions - overall condition and upkeep of the co-op
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.
3. Unit condition - condition and comfort of your unit
3.50 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.
C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A
Listening to your members: The satisfaction survey – completed worksheet CHF Canada Workshop 2
4. Maintenance - Co-op’s general maintenance services
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.
5. Communications – co-op communication
3.81 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
6. Safety and security – safety and security within the co-op
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
4.00 – 4.99 Satisfied
3.00 – 3.99 Neutral
2.00 – 2.99 Dissatisfied
1.00 – 1.99 Very dissatisfied
C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A
Listening to your members: The satisfaction survey – completed worksheet CHF Canada Workshop 3
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)?
C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A
Listening to your members: The satisfaction survey – completed worksheet CHF Canada Workshop 4
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?
Can the co-op improve this?
If no, why not?
If yes, how? Write down a plan and as many details as you can.
What will you report to the members?