New Members and Member Retention Finding Membership

New Members and Member Retention: Finding Membership Value

Discussion topics • Review of Membership Metrics – FY 2008 -09 Results – FY 2009 -10 Year to date • Why Members Go, Why Members Stay • Membership Committee – Our Planned Actions • Concluding Comments

Membership Metrics FY 2008 -09 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 4 th 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 2008 -09, all renewal groups are behind last year by 3 -6%. – For the fiscal year (2009 -10), 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 2007 -08 FY end

Membership Metrics FY 2009 -2010 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 (2008 -09) to fiscal year (2007 -08) - 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

Loyalty Going Up: ASQ Loyalty 2009 vs. 2006 LOYALTY COMPONENT MEMBER LOYALTY Loyal + Positive 2009 65% (+1%) Hesitant + At Risk 35% Loyal 30% (-1%) (+6%) Positive 35% Hesitant 29% At Risk 6% Overall Satisfaction Likelihood to Renew Likelihood to Recommend (-5%) (NC) (-1%) 35% (+7%) 64% (-6%) 47% (+1%) 64% Top Two Box Ratings 2009 2006 Products 2006 41% 35% Pricing 28% 36% 24% (+6%) (+8%) 20% 7% 28% 70% 46% Top Two Box Ratings 2009 2006 FORUM/ DIVISION RATING 19% 17% (+2%) 40% 29% FORUM/DIVISION & SECTION SATISFACTION Image Individual Learning Professional Resources 45% (+10%) 34% (+14%) 30% (+10%) 35% 20% SECTION RATING 25% (NC) 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

Membership Committee • Chris Anderson - St. Louis, MO • Lloyd Barker - Danbury CT • Loreto Datu - Milwaukee, WI • Mike English- Dallas TX • Gary Gehring - Saskatchewan Canada • Maurice Ghysels - Los Angeles CA • Jochen Jamelsberg - Germany • Mike Mazu - Evansville IN • Aimee Siegler – Trempealeau, WI • Rick Perlman – Harrisburg PA • Kelly Roggenkamp - Louisville KY • Vickie Volpano - Milwaukee WI Manufacturing Government Consultant SAC Liaison Education International Manufacturing DAC Liaison Healthcare Non-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 10 -20 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 Web. Ex to foster open lines of communication between ASQ, Membership Chairs and the Membership Committee.

Comments Contact information Lloyd Barker lloyd. barker@alcoa. com Aimee Siegler aimee. siegler@bench. com