“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

We will provide a survey reporting tool to compile all the answers your members gave you, and enter their comments. You will then be able to print a summary report for member satisfaction in your co‑op. 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 Debbie Hamilton at the 2020 Vision Information Centre, 1.877.999.8054 or e-mail us at 2020info@chfcanada.coop.