Overview
Cooperatives succeed when their services and programs continually evolve based on member needs and satisfaction. Regular Service and Program Feedback Surveys allow cooperatives to gather actionable insights on how well initiatives are meeting member expectations—and where improvements or innovations are needed.
This best practice guides cooperatives in using feedback loops to fine-tune services, increase member satisfaction, and ensure programs stay aligned with cooperative values.
Core Tactics:
- Survey After Service or Program Engagement.
Feedback is most valuable when collected shortly after a service or program experience. Recommended timing: within 7-14 days. - Focus on Key Experience Dimensions.
Core areas to explore:- Satisfaction with service or program delivery
- Perceived value or benefit received
- Staff or volunteer interactions
- Ease of access and participation
- Suggestions for future improvements
- Use the Principle 6 Service & Program Survey Template.
Principle 6 offers a flexible template focused on post-service feedback, allowing you to:- Customize key areas based on the service or program type
- Benchmark satisfaction and performance across cooperatives
Sample Key Feedback Survey Questions:
| Category | Example Question | Proposed Answer Format |
| Overall Satisfaction | How satisfied were you with [service/program name]? | 5-point Likert Scale |
| Value Perception | The program/service provided meaningful value to me. | 5-point Likert Scale |
| Ease of Use/Access | I found it easy to access and use the service or participate in the program. | 5-point Likert Scale |
| Staff/Volunteer Interaction | Staff/volunteers were helpful, respectful, and knowledgeable. | 5-point Likert Scale |
| Recommendation Likelihood | How likely are you to recommend this service/program to another member? | 10-point Likert Scale (NPS) |
| Open Feedback | What improvements would you suggest for future offerings? | Open-ended |
Download Sample Survey Questions (Google Sheet)
- Promote Survey Participation.
- Frame the survey as part of the cooperative’s commitment to continuous improvement.
- Offer small incentives for completion if possible (e.g., prize draw entry).
- Analyze and Take Action on Feedback.
- Summarize top themes (both positive and negative).
- Share “You Spoke, We Listened” updates with members.
- Adjust program offerings, service delivery, or staff training based on findings.
- Track Service and Program Satisfaction Trends Over Time.
Conduct feedback surveys consistently to:- Spot declining satisfaction early
- Recognize standout services or programs worth expanding
- Identify emerging member needs and expectations
By integrating service and program feedback into the cooperative’s culture of continuous improvement, member experiences are continually strengthened—enhancing loyalty, trust, and the cooperative’s overall impact.