2006 LANO Membership Survey Summary

Member Survey Summary November 2006

Survey Overview 2006 LANO Member Survey ,[object Object],[object Object],[object Object],[object Object],LANO Member Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],LANO’s Reputation ,[object Object],[object Object],[object Object],[object Object],[object Object],Member Services Member “Interfaces” ,[object Object],[object Object],[object Object],[object Object]

Survey Participation With the new web-based 2006 survey, LANO’s response rate more than tripled to 22%. * 2005 Hurricanes impacted survey participation. *

Key Themes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What can LANO improve? What’s working? LANO’s Reputation Member Services Member “Interfaces” LANO’s Reputation Member Services Member “Interfaces” LANO’s Reputation Member Services Member “ Interfaces ”

LANO’s Reputation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*For additional detail regarding survey questions and response rates see Appendix slide 11. LANO wanted to know how its organization is perceived by its members… “… Are our members loyal? Do they plan to renew? Do they tell their friends about us?” “… Do people think LANO is heading in the right direction?” “… Do our members think LANO is a good “deal”?” LANO’s Reputation Member Services Member “Interfaces”

Member “Interfaces” LANO wanted to know how members view its interactions with LANO… “… Do they see our staff as professional? Knowledgeable? Responsive?” “ ...Are we giving them enough information? Too much?” “… Do they find what they need on our website?” “… Do the LANO field offices help to connect people to LANO?” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*For additional detail regarding survey questions and response rates see Appendix slide 11. LANO’s Reputation Member Services Member “Interfaces”

Member Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LANO wanted to know how members view its services… “… Which ones are most important to them? Is this the same across locations?” “… Are members satisfied with the most important services?” “… If they aren’t using training, why not?” “ ...Do LANO members know about all of our services?” ,[object Object],[object Object],LANO’s Reputation Member Services Member “ Interfaces ”

Appendix: Measuring Progress ,[object Object],2006 Loyalty Score: 87% ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2006 Customer Service Score: 77%

Appendix: 2006 Survey Responses 2006 LANO Member Interfaces Questions 2006 LANO Reputation Questions 65% It is important to me that a LANO office be convenient and easily accessible. Location 26 69% I am satisfied with the information presented on the LANO website. Website 28 78% I receive sufficient communication from LANO. Communication 23 27 21 16 22 18 19 20 # Location Website Communication Communication Customer Service Customer Service Customer Service Member “Interface” 47% I feel connected to LANO through my LANO field office. 48% I am satisfied with LANO's responsiveness to questions I submit through the website. 55% LANO's products and services are properly advertised. 67% I clearly understand the benefits of LANO membership. 71% LANO staff is able to answer questions I have related to LANO products and services. 74% Overall, I am satisfied with the responsiveness of LANO's staff. 87% Overall, LANO employees are professional, polite, and courteous to me. Favorable % Question 46% I am satisfied with the cost savings I receive from my LANO membership. 24 78% LANO's membership dues are reasonable. 25 83% I rarely think about discontinuing my LANO membership. 10 84% LANO is headed in the right direction for future success. 6 87% Overall, I am satisfied with my LANO membership. 7 89% I am committed to renewing my LANO membership for the next two years. 8 90% I would not hesitate to recommend LANO membership to a friend. 9 Favorable % Question #

2006 LANO Membership Survey Summary

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2006 LANO Membership Survey Summary