1. Ask what they want more of It’s surprisingly easy to splurge all your resources making new features no one asked for. But it’s important to listen to members and find out what they actually want. This way, you can prioritize new developments, make the most of your resources and make real improvements members will thank you for.

2. Ask where they first heard about you This question gives you valuable insight into the effectiveness of your marketing strategy. For example, you might find out you’re pumping money into paid ads, but your members are finding you through organic channels. This can help you decide which channels to invest in, and which to rethink.

3. Ask if they’ll stick around Even if they like your service, this doesn’t always mean they’ll want to renew their membership. They might be on a budget, they might’ve found another provider, or maybe they’re just using it less. But by asking the question, you can get insight into why members leave, and how to combat churn.

We’ve added a few key questions to the template above. Feel free to use this as a base, and customize it to suit your needs.

Get feedback A new member questionnaire gives you the unique opportunity to see your service from a customer’s perspective. With this valuable feedback, you can easily spot issues your team missed, and come up with solutions to fix them.

Reduce churn Simply put, happier members stick around for longer. By asking your members what they want more of and what they’d like less of, you can tailor your service to them. And if you’re giving them what they want, they won’t be canceling anytime soon.

Attract more members When you implement feedback from a new member questionnaire, you make your service more customer-centric. And customer-centric services naturally attract more members. After all, it’s been designed around them