Feedback has been a big part of how I operate for a long time. Even back in my days at the university I used Google Forms and Survey Monkey almost every day to ask for feedback from our customers.
I think it’s important that your people and customers are given the opportunity to have their say.
That’s why we started a quarterly anonymous feedback survey for the CMA members in 2017. Once every three months the members get their chance to say how they feel, anonymously and without any pressure.
Why a survey?
- I want to make changes, but I don’t want to ask loaded questions about the changes we are planning. Instead, I want to interpret their responses and challenges and make sure the changes I am making support them.
- I want the members to feel like they can provide critical, constructive and negative feedback. That’s why it’s anonymous.
- I want to ensure the content we provide is relevant and current.
- I want to ensure CMA as a whole is supporting business growth.
…and I thought it would be a good idea to try out for at least a year.
I wanted to keep the survey as simple as possible, so there are only 3 questions:
- In the past 3 months, how have you and your business benefited from being a CMA Member?
- Looking forward to the next 3 months, what will be your biggest challenge with growing your business?
- If we could do just one thing to improve your experience with CMA, what would you suggest?
We had 35 responses in March, out of 123 members.
How have the members benefitted?
Here’s an overview of how some have benefitted from being a CMA Member (this was overwhelming!)
“OMG where do I begin – it has completely changed the way I am developing my business, it has given me a new focus, highlighted what I didn’t know and really enjoy the immense support. Being part of the CSF is probably really boosting this along as well. So far I think I have spent more money than I have made but I know it will be so worth it. It has introduced me to new people, ideas and connections. The quality of the webinars are fab and the weekly check-in is a good boost and I like that it is on a Thursday rather than beginning of the week. Although I have CSF at the beginning but that is ok and for a limited time. Seeing the diversity in the group is also really inspirational. Strangely I was only thinking earlier today that I feel like I have found my tribe although it is only early days.”
“Improved quality of the customers we are attracting and retaining.
Decreased marketing spend, increased revenue.
Increased my ‘content’ skills (writing, speaking, video, web design stuff, etc)
New friends, great accountability.
A forum for ideas, stimulating thought.
An opportunity for me to provide support to others.”
“In a word, hugely. Without being a CMA member I would not have had access to so much information, advice and help.
The content and information available as a member is abundant. Being a CMA member gives me an insight into how other businesses run, develop and improve. With all this information, we take bits and bobs and apply to our business.
Webinars and slack channels have brought software/tech stuff to our attention. These recommendations have improved how our business communicates immensely; the introduction of Slack and Trello has been very beneficial.
On a personal level I am constantly learning and growing; I know what I want to do, I am working out how I want to do it, next step ….execute the plan.”
What stuck out as more critical feedback, and what are we going to do about it?
As much as we’d like to think it, not every single person that joins CMA is going to get benefit from it. People will come and go. That’s just the way it is.
In short, it’s clear that finding a more seamless platform experience is important.
Currently we use Kajabi (content delivery) and Slack (community/forum) – several have expressed that a way to have single platform would be good.
Not only that, the general overview from the survey is that a better ‘onboarding’ structure for new members, a better structured ‘content library’, plus a more seamless platform experience would help to improve the member experience of CMA.
I’m pleased about this critical feedback, as this is very much top of the development list and we are working on this in April.
Since January 2017 we have introduced 25 new members, and of those 2 have resigned. We had a further 7 resign from CMA. So that’s 25 members in, and 9 out, resulting in a total growth of 16 members in 3 months.
Our total membership is 123 members.
- We’ve facilitated 7 webinars and 10 weekly video calls.
- We started our 90 day content challenge in March and we’re running two 12 week coaching programmes.
- We also started our guest blog in 2017.
As mentioned, we use Slack for our forum, and have done since September 2015.
There have been almost 300k message sent, peaking at 1.4k message per day. Of those message almost 60% are in private groups and DMs. On average, about 70% of the 123 members are active in the forum (between 80 & 90)
We hired Vicky Gunn in February to support CMA and the community for approx. 10 hours per week, and Kim (my assistant) now works 1 day per week to help with administration, accounting and PA duties.
Well, there you have it, a three month update from CMA! Thanks to everyone who completed the survey, and I hope you find the summary and numbers interesting.
I’ll be back again in June with the next update, and until then DFTBA!