It costs 8 x less to retain existing members than acquire new members. Getting your member services right is critical, so we are pleased to offer a great new Member Experience (MX) Review service in conjunction with Stephanie Richardson, former Head of Professional Recognition at the Institute of Physics.

What is a Member Experience Review and why do you need it?

The MX review will put you in the shoes of your members/customers and work through a structured checklist of activities designed to reflect typical member touchpoints.  We provide a core list of areas we recommend every review should consider and a further selection to suit your needs. Designed to take two days to complete, including initial consultation, the results will provide you with recommendations either to carry on with the great service provided or suggest possible next steps for improvements.

Member acquisition

We know it costs more to recruit new members than to retain them.  Taking an independent look at your touch points can remove the pain from the process, for both the organisation and the new member, using insights to create a positive experience with fewer loss points & queries and better informed new members who are already engaged and ready to participate and to act as advocates.

Retention & engagement

At the simplest level, frictionless renewals processes are more effective.  However, we can help you deliver so much more- by, for example, optimising the way you showcase your benefits and the journey taken to access them- delivering real value through improved engagement and enhanced upselling opportunities.

Reducing Touch Points  

Frequent and varied touch points mean are resource intensive and deliver inconsistent and sometimes disappointing member experiences. We will help identify and reduce your touch points to allow you to  focus your efforts and provide more targeted, joined-up customer service.


We take a task or user journey focused approach, focusing on identifying all member touch points throughout. We will ask clients to identify activities or tasks that they would like to understand better, to ensure they are giving their community an overall positive experience.

Typically, this might be:

  • Registering an initial interest in your organisation
  • Signing up as a new member
  • Signing up as a volunteer for the first time
  • Renewing membership (at various stages in the member lifecycle)
  • Providing a clear understanding of the overall member benefits/value proposition
  • Accessing a service (generic or personalised)
  • Signing up for and attending a conference or event
  • Transitioning from a passive member to a volunteer/advocate
  • Carrying out a task undertaken by experienced volunteers
  • Asking to resign membership
  • Recommending membership to a colleague/friend

In addition, we will offer further areas of focus for professional bodies:

  • Initiating CPD related journeys (online/offline)
  • Being sampled for CPD monitoring
  • Upgrading or applying for professional registration or senior grades of membership

For trade associations we also cover areas including:

  • Corporate membership scheme on-boarding
  • Collective voice effectiveness/review
  • Experiences of help/advice lines
  • A deeper dive into the experiences of those working at all levels in a corporate member organisation

Member Experience Review Lead

In order to provide an effective review service we believe it is crucial for the activity to be conducted direct by a professional who has had the responsibility for the effective delivery of member facing services for leading membership organisations and associations.

Why? Because only someone who has had the responsibility will be able to spot particular areas of strength, missed opportunities, areas for development and areas that require immediate action/change to improve member journeys/experience.

This approach ensures all feedback and recommendations are  positive member outcome focused, relevant/appropriate, robust, fully quality assured and action focused.

We would like to introduce you to our Member Experience Review lead, Stephanie Richardson, who is responsible for delivering this great new service.

Additional services

We can also help organisations to prepare for license and regulatory reviews/assessments, and help organisations ensure they are meeting their own governance standards- e.g. to see if applications are being assessed consistently and fairly, with all evidence being provided. This is more of a paper- based exercise sitting alongside our mystery shopping services.

Meet Membership Expert & Consultant, Stephanie Richardson

Our Member Experience Review service is delivered by Membership Expert and Consultant, Stephanie Richardson. Stephanie has worked within the membership sector for over 12 years and has worked for high profile organisations including the Institute of Physics (IOP). Find out more about Stephanie below!

Stephanie Richardson
Stephanie RichardsonAssociate Consultant
Stephanie is an independent consultant with nearly 20 years leadership experience of service delivery in membership and education, most recently as Head of Professional Recognition at the Institute of Physics.

Practical and pragmatic she believes in developing excellent relationships and processes so that organisations and people can reach their potential.

Stephanie has worked in partnership with the network for many years and she is an advocate of developing membership associations and the wider professional membership sector