New Members and Member Retention: Finding Membership Value

Discussion topics Review of Membership Metrics –FY Results –FY Year to date Why Members Go, Why Members Stay Membership Committee – Our Planned Actions Concluding Comments

Membership Metrics FY Final Results

Recruitment Results 20,157 New individual members –Full, Associate, Forum- & Division-Only, Student, Org Individual –97% of budget (20,775) –91.3% of goal (22,078) –Weakest in 4th quarter

Recruitment Results 269 New Organizational members –K-12, Site, Enterprise –128% of budget (219) –109.8% of goal (245) –Strongest growth in Site –Exceeded goal in K-12 –Missed goals for Enterprise – greatest impact on budget

Retention Results Current renewal rate for individuals is 71.58% (3.24% behind last year) –For the fiscal year , all renewal groups are behind last year by 3-6%. –For the fiscal year ( ), we are behind last year by 1.11%. At the end of July, 469 members enrolled in 100% dues relief unemployed member program. 84,454 Total members at FY end –6,381 less than FY FY end

Membership Metrics FY Year-to-Date

Recruitment Results New Members –July behind goal (-277) –August at 64% of goal –Certification deadline helping increase new members –Increase in new members in manufacturing market and globally in South Korea (above trends in current weeks)

Retention Results Behind last year by 1.66% Comparing fiscal year ( ) to fiscal year ( ) - all renewal groups are behind last year by 3.61% 525 members from the July renewal group enrolled in 100% dues relief unemployment program

Why Members Go, Why Members Stay Current Data

Top 10 Reason for Leaving Quarter 3 Codes 1.Not in Quality 2.Retired 3.Jobs 4.Financial 5.Company not paying/not supporting 6.No value 7.Enterprise & Site Memberships 8.Not involved 9.Interest Change 10.No time 11.Can’t afford, Certification test, Unemployed Quarter 4 Codes 1.Retired 2.Jobs 3.Company not paying / not supporting 4.Not in Quality 5.Financial / No value 6.Enterprise & Site Memberships 7.Not involved 8.Interest Change 9.Unemployed / No time 10.Can’t afford 11.Certification test Quarter 1 Codes 1.Company not paying / not supporting and Financial 2.Retired & Jobs 3.Not in Quality 4.No value 5.Enterprise & Site Memberships 6.Interest Change 7.Not involved 8.Unemployed / No time 9.Can’t afford 10.Certification test

Products 41% (+6%) Pricing 28% (+8%) Image 45% (+10%) Individual Learning 34% (+14%) Professional Resources 30% (+10%) Loyal + Positive 65% ( +1%) Hesitant + At Risk 35% (-1%) Loyal 30% (+6%) Positive 35% (-5%) Hesitant 29% (NC) At Risk 6% (-1%) Overall Satisfaction 35% (+7%) Likelihood to Renew 64% (-6%) Likelihood to Recommend 47% (+1%) MEMBER LOYALTY LOYALTY COMPONENT Top Two Box Ratings FORUM/DIVISION & SECTION SATISFACTION Top Two Box Ratings FORUM/ DIVISION RATING 19% (+2%) SECTION RATING 25% (NC) Loyalty Going Up: ASQ Loyalty 2009 vs % 36% 24% 40% 29% 7% 28% 70% 46% 35% 20% 35% 20% 17% 25%

Pillars of Loyalty: Why Members Come, and Stay ASQ Products – Certification, Courses, Conferences. Pricing – The cost of ASQ products and services (including membership) provide value. ASQ Image – ASQ as the leading authority, most comprehensive community and best partner for those interested in quality.

Pillars of Loyalty: Why Members Come, and Stay Tools for Individual Learning – ASQ as a general resource to improve on-the-job performance (includes Publications). Professional Resources – Networking and support provided by HQ, Sections and Forums or Divisions.

Membership Committee

Chris Anderson - St. Louis, MO Manufacturing Lloyd Barker - Danbury CTManufacturing Loreto Datu - Milwaukee, WIGovernment Mike English- Dallas TX Consultant Gary Gehring - Saskatchewan Canada SAC Liaison Maurice Ghysels - Los Angeles CA Education Jochen Jamelsberg - Germany International Mike Mazu - Evansville IN Manufacturing Aimee Siegler – Trempealeau, WIManufacturing Rick Perlman – Harrisburg PADAC Liaison Kelly Roggenkamp - Louisville KYHealthcare Vickie Volpano - Milwaukee WINon-profit

Committee Action 1 Action 1: Researching Section and Division engagement activities to implement best practices that impact value and retention –Understand what is working and what is not working at Sections and Divisions –Does not imply that Sections and Divisions have the same needs or functions.

Committee Action 1 –Create list of top needs for Sections/Divisions to be successful (deliver value) –Manage the change to implement new activities Communicate and gain buy-in Implement Track results

Committee Action 2 Action 2: Implementing a “Senior Member Welcome to New Members” program –Create instructions on how to use member lists –Provide tools to make a successful program –Share samples of communications – form may differ for sections vs. divisions –Increase participation of members

Committee Action 3 Action 3: Build Community of Practice for Section and Division Membership Chairs –Develop a standardized online orientation process for all Membership Chairs that is linked to ASQ LMS and tracks training completion for individuals –Develop a process for sharing membership chair procedures and best practices being used across sections

Committee Action 3 –Establish a network of contacts for Membership Chairs to be able to communicate and share amongst each other –Run a quarterly WebEx to foster open lines of communication between ASQ, Membership Chairs and the Membership Committee.

Comments Contact information Lloyd Aimee