What Is A Good Member Satisfaction Score?
In surveys, we often questions like:
“On a scale of 1 to 5, with 5 being the highest, how satisfied or unsatisfied are you with your community experience?”
“On a scale of 1 to 5, with 5 being the highest, how relevant or irrelevant do you find the information shared within the community?”
This is a useful measure as it gives a simple score for the community you can improve over time.
When we worked on this project, this was the benchmark we were using.
You can use the following weighted averages to interpret the results:
- Above 4.5 – Excellent
- 4.2 to 4.5 – Very Good
- 3.75 to 4.2 – Ok
- 3.3 to 3.75 – Poor
- Below 3.3 – Extremely poor
I’d recommend undertaking the survey every 6 to 12 months and tracking changes over time.
(p.s. This is also a good way to measure the impact of a major platform change).