Factors that most significantly drive overall member satisfaction discovered. Unmet member service and product expectations identified. Need for strengthened national office infrastructure recognized, including chapter support and member communications.

The Client

National Scholastic Honor Society

The Business Problem

Declining membership trend.

SSA’s Methodology

• Design and administer comprehensive survey of national membership, including the following components:
• Identify key wants, needs and expectations of members.
• Measure satisfaction levels of current members.
• Design and administer customized surveys of former members and candidates that declined membership to better understand root causes for membership loses.
• General assessment of operational practices in selected chapters and the national headquarters.