Member Satisfaction Survey

Survey Finds Member Satisfaction at an All-Time High!

The CPCU Society first conducted research into member satisfaction with Society benefits and services in 2003. Since then, how has members’ assessment of the Society changed? In 2008, the answer is an all-time record high rating for overall satisfaction with Society membership, and a growing importance being placed by members on all Society benefits and services.

2008 Member Satisfaction Survey Tracks Member Attitudes
During January and February 2008, more than 2,400 CPCU Society members were randomly selected and contacted by phone or e-mail to participate in this survey update. These members graciously contributed their time to answer the research questions, and their input will be invaluable in developing future Society benefits and services that continue “Insuring Your Success.”

The research, conducted by International Communications Research (ICR), a market research firm, asked about:

Members’ awareness and usage of CPCU Society benefits and services
The importance and value members place on these benefits and services
CPCUs’ overall satisfaction with their CPCU Society membership

The 2008 survey was designed to mirror the questions asked of members in 2003 and 2006, so that changes in member awareness, usage, and satisfaction could be accurately tracked.

What Did the Survey Find?
How well does the array of benefits and services offered by the CPCU Society meet the professional development needs of its members? And has the Society successfully communicated the value of these benefits and services, so members are aware of the opportunities available to them? The following key findings from this year’s survey provides answers to these questions, and will help guide the CPCU Society’s strategic decisions about future member benefits and services:

The CPCU Society’s efforts to measure and respond to its members’ needs received another strong endorsement in 2008. Members’ overall satisfaction with the CPCU Society increased significantly in 2008 to reach a new high, while the value placed on membership held steady with the already lofty level seen in the 2006 survey results.
In addition, the Society’s calls to action in its member communications appear to be working. Member awareness of individual CPCU Society benefits and services generally did not change between 2003 and 2006, while usage increased, particularly for the CPCU Society’s web site, e-LINK, CPCU eJournal, the Annual Meeting and Seminars, Connections, and the CPCU Society Center for Leadership (formerly the National Leadership Institute or NLI).
Members’ reasons for joining and maintaining their membership in the CPCU Society in 2008 are largely unchanged from the prior surveys in 2006 and 2003. Career development and access to networking opportunities, continuing education and professional development, and the credibility and prestige of membership continued to top the list, lead in 2008 by staying up-to-date on industry trends.
In 2008, most employers (86 percent) pay their employees’ annual membership dues, a significant gain over 2006 survey findings. In addition, company support of CPCU Society activities, in terms of expense reimbursement, also increased over 2006 reports.

What Else Did the Survey Find?
Additional findings from the 2008 Member Satisfaction Study include:

Awareness of Member Benefits and Services
The top five benefits/services of which members are aware in 2008 are the same as in 2006 and 2003, and include the Annual Meeting and Seminars, the CPCU Society web site, local chapter activities, CPCU News, and continuing education credits. Members report greater awareness of the Member Resource Center (MRC) and the Connections program compared to 2006, while awareness declined somewhat for the renamed CPCU Society Center for Leadership (formerly the National Leadership Institute or NLI).
Usage of Member Benefits and Services
The CPCU News, e-LINK, local chapter activities, and the Society’s web site continue to receive the greatest usage in 2008, similar to 2006. Due to a significant jump in usage, e-Journal joined the top five benefits/services used in 2008, replacing the Annual Meetings and Seminars despite an increase in its usage. Also experiencing significant gains in usage in 2008 are the Connections program and the CPCU Society Center for Leadership.
Importance of Member Benefits and Services
Members increased the importance they place on all Society benefits/services in 2008 compared to 2006. CPCUs continue to rank local chapter activities, the Society’s web site, technical education programs, CPCU News, and the ethics awareness campaign as the most important of the Society’s benefits and services in 2008.
Overall Satisfaction with and Perceived Value of Membership
In 2008, nearly two out of every three members say they are highly satisfied with their Society membership, significantly higher than in 2006. More than one-half rate their membership in 2008 as having a high overall perceived value, similar to the results seen in 2006.

“Insure Your Success” with the Society’s Member Benefits and Services!
Are you making the most of your CPCU Society membership by taking advantage of all your member benefits and services? Check out the latest CPCU Society Member Benefits and start putting them to work for you today! To learn more, e-mail the Member Resource Center—one of the Society’s most important services—or call (800) 932-CPCU, option 4.