Member Satisfaction Tracking Survey

Keeping a Pulse on Member Satisfaction

Close to 50,000 cooperative members across the nation are surveyed through Cooperative Insights’ Member Satisfaction Tracking Survey, providing their cooperatives with information that leads to improved service levels and member satisfaction. Approximately 50 cooperatives participate in this service annually, many of which are considered “best in class” co-ops and proving that what gets measured gets managed.

Often called the “cooperative report card,” results from this survey support cooperatives in identifying strengths and weaknesses, and opportunities for strategic investment.

Survey Options

You can choose whether to survey a representative sample of your co-op’s general population to gauge performance satisfaction or survey a sample of members who have a recent touchpoint with your cooperative.

Regardless of the survey type selected, cooperatives can receive a Net Promoter Score® and an American Customer Satisfaction Index (ACSI®) score, and trend analyses, so you can gauge your co-op’s performance over time. Benchmarks, both across all participating cooperatives and by cooperative size, are provided so you can see how your performance stacks up against other cooperatives.

MSTS Dashboard

Participants in the Member Satisfaction Tracking Survey (MSTS) have access to an interactive dashboard designed to make it easier to explore results and turn insights into action.

Users can view key indicators and apply filters across several categories and verbatim responses – including bill amount, satisfaction ratings, tenure with the cooperative, and how respondents identify (member, owner, or customer) – to uncover meaningful patterns and insights. These views help provide additional context for understanding member perceptions and identifying areas of strength and opportunity.

For more information about the dashboard, or to book a demo with Cooperative Insights, please contact us.

General Population Surveys:

General population surveys address the satisfaction of your members with your cooperative’s performance in core areas, including reliability, power restoration, being a trusted name, providing good value and more.

In addition to the benchmarking and analyses above, general population reports also include a gap analysis so you can see the gap between your performance and the importance of that attribute to members. Areas where the gap is greatest are often prioritized by cooperatives, as they are most likely to influence satisfaction.

Interaction/touchpoint Surveys:

Members interact with their cooperatives every day, and cooperatives strive to provide exceptional service in all interactions. Touchpoint surveys through the Member Satisfaction Tracking Survey allow you to hear straight from your members about their satisfaction with interactions such as right-of-way service, a call to the customer service center, outage restoration and more. Identify where your co-op is doing well and where there may be opportunities to improve satisfaction.

General Population Survey

How it works:

A sample set of your members is invited to participate in this online survey via email. We take care of the sampling, and our partner Data Decisions Group delivers the invitations, which include your co-op’s branding.
The survey stays open for one month. Occasionally, members request a follow-up from the cooperative; we compile any such requests weekly and send them to you.
When the survey closes, we analyze the data and create a report, which is delivered to you at the end of the quarter. While reports are delivered quarterly, you can survey your members as frequently as monthly, in which case, we will compile three months of data into one quarterly report. If you choose to survey your members less frequently than quarterly, no problem – we’ll get the report to you at the end of your selected quarters.

Bonus options:

You can choose to add up to 15 custom questions to this survey. Reports can also be provided by district.

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