2010 Division and Section Loyalty Study Executive Summary

1. 2010 Division and Section Loyalty StudyExecutive Summary

2. Loyalty & Satisfaction Study Methodology • The e-mail invitation was sent on January 6th to 69,546 members • A postcard was mailed to members requesting no e-mails from ASQ in January to 514 members • Incentive provided – win one of eight $25 ASQ Bucks • Three reminders were sent and the deadline for participating was extended in an effort to increase responses

3. Research Methodology - Fielding Fielding Methodology • Self-administered questionnaire • Web-based survey for members providing e-mail addresses • U.S. mail survey for members providing only a mailing address or members who have requested not to receive e-mail communications • Total Sample = 8,374 complete surveys; this is an 12.0% response rate • Sample = 5,260 completed surveys for Forums or Divisions • Sample = 7,581 completed surveys for Sections

4. Section Loyalty & Satisfaction Study Respondents • Section Final Responses: • 3,114 members completed the Section Survey only, 4,467 completed both the Section and Division/Forum Survey • Note six Sections received 0 responses: • 412 "New Brunswick" • 413 "Newfoundland & Labrador" • 624 "Southern Oregon" • 1125 "Highland Rim" • 1314 "Western Colorado" • 1418 "Brazosport: Freeport" • Division/Forum Final Responses: • 793 members completed the Division Survey only, 4,467 completed both the Section and Division/Forum Survey

5. Definition of Loyalty Index Loyalty Classification of Members • Overall Satisfaction • Likelihood to Renew • Likelihood to Recommend • Loyal • Positive • Hesitant • At Risk Products Pricing ASQ Image Individual Learning Professional Resources • Certification • Courses • Conferences • Membership & Costs of Products and Services • Resource to Improve On the Job Performance • Leader in the Field • Business Partner • Networking • Local Chapters • Forums/ Divisions ASQ Satisfaction & Loyalty Framework Member Loyalty Loyalty Components Satisfaction

6. Loyalty Ratings

7. Performance Scorecard Changes (2010 vs. 2009) – Loyalty Measures 2010 2009 Change Top Two Box Ratings Top Two Box Ratings

8. FORUM/ DIVISION RATING 21% FORUM/ DIVISION RATING 19% SECTION RATING 32% SECTION RATING 25% Performance Scorecard Changes (2010 vs. 2006) – Member Units Top Two Box Ratings 2010 2009 Change Upward Bias Significantly Higher

9. Section - Satisfaction • How do you rate your overall satisfaction with your section? • Satisfaction has increased significantly

10. Section – Satisfaction with...

11. Contact with Section

12. Division - Satisfaction • How do you rate your overall satisfaction with your division/forum? • Satisfaction slightly increased from 2009 to 2010. • Bottom box satisfaction decreased by a significant amount in 2010

13. Division – Satisfaction with...

14. Contact with Division

15. Contact with ASQ Headquarters

16. Key Findings (Overall) • More individuals are shifting into the “Positive” category • These individuals are collected from both the “Loyal” and “Hesitant” categories • The majority (76%) of members have not been contacted by phone by ASQ Headquarters • A little over half feel this is the right level of phone contact • Virtually no one felt they were contacted by phone too often

17. Key Findings - Sections • Section satisfaction was statistically significantly higher than 2009 • The majority of members have not been contacted by phone by their Section • A little over half feel this is the right level of phone contact • Virtually no one felt they were contacted by phone too often • Section members find most satisfaction with the networking opportunities and courses/training provided by their Section • Section members feel their section leadership is not very accessible for questions, concerns, and suggestions (4.7% Top Box)

18. Section Demographics • About 38% are between the ages of 46-55 • Majority (53%) are Senior/Fellow members • 38% have been members between 7-20 years, 22% have been members between 1-4 years • The majority of members (45%) are in Manufacturing, 29% are in Services • 28% are managers, 21% are engineers • About 41% pay for their own membership, 54% have their membership paid for by their employer/company • Approximately 75% are male

19. Key Findings - Divisions • Division satisfaction continues to steadily increase, but not at a statistically significant rate • Bottom box (1-5) satisfaction decreased by a statistically significant amount • The majority of members have not been contacted by phone by their Division/Forum • A little over half feel this is the right level of phone contact • Virtually no one felt they were contacted by phone too often • Members find most satisfaction with the conferences supported by their Divisions/Forum (25.9%)

20. Division Demographics • About 38% are between the ages of 46-55 • Majority (53%) are Senior/Fellow members • 37% have been members between 7-20 years, 23% have been members between 1-4 years • The majority of members (40%) are in Manufacturing, 29% are in Services • 29% are Managers, 19% are Engineers, 11% are Directors • About 42% pay for their own membership, 53% have their membership paid for by their employer/company • Approximately 75% are male

21. Questions should be directed to ASQ Market Researchmrcoord@asq.org