Service

Membership Experience Audit

A structured review of what your members actually experience, from the moment they join to the moment they decide whether to stay.

For membership organisations, associations and paid communities where renewal rates are falling and nobody is certain why.

The problem

Signals you will recognise

If several of these are true, this audit is built for the situation you are in.

  • Members join, and then you do not hear from them again until the renewal notice goes out.
  • Your renewal rate is falling and the explanations for it are guesses rather than evidence.
  • New members are handed a login and left to find their own way around.
  • The benefits listed on your sales page are not the benefits members actually use.
  • You hold member feedback in several places and have no single view of what it says.
  • Nobody owns the member journey, so each part of it has been designed by a different team.

How it works

How the work runs

Three weeks from the agreement being signed, with the scope and the fee fixed before anything starts.

  1. Scope and agreement

    Before the work begins

    We agree what is in scope, which member tiers we look at, and what you need to be able to decide at the end. You receive that in writing, with the confirmed fee, before any work starts.

  2. Review

    Week one

    We move through your membership the way a member does, from sign up through the first month. We review your onboarding emails, your member communications, your benefit pages and any feedback you already hold.

  3. Findings

    Week two

    You receive a written report setting out what members experience at each stage, where they lose momentum, and what that is costing you at renewal.

  4. Handover

    Week three

    We meet for a working session to go through the findings and agree which changes you take first. You keep the report and the recommendations.

Scope

What you receive

Three things, all of them written down and all of them yours to keep.

  • A written member journey review

    Stage by stage, what a member experiences from sign up through to renewal, based on going through it rather than on assumptions about it.

  • Prioritised recommendations

    A short list of changes ordered by the difference each one makes against the effort it takes, so your team knows what to do first rather than facing everything at once.

  • A handover session

    A working session with you and your team to go through the findings, answer questions and agree the first three changes.

What is not included

  • We do not rewrite your member communications or build your onboarding sequence. The audit tells you what to change and why.
  • We do not configure your membership platform or migrate your data.
  • We do not provide ongoing support after handover unless we agree that separately.

Questions

Questions people ask before booking

Do I need a call before I can book this?

No. The price and the scope are on this page. Send the enquiry form and we will reply with a written proposal. If you would rather talk it through first, that is available, but it is not a condition of getting a price.

Will you join as a paying member?

Yes, where that is the only way to see what members actually experience. The membership fee is added to the invoice at cost and shown separately. If you would rather give us a test account, that works too.

How long does it take?

Three weeks from the agreement being signed, assuming we have access to what we need during the first week.

What access do you need?

A member account, your onboarding emails, your member communications from the last six months, and any survey or feedback data you already hold. Nothing that identifies individual members is required.

What if we do not have any feedback data?

That is a common finding rather than a problem. The audit works from the experience itself, and one of the recommendations will usually be how to start collecting feedback that tells you something useful.

Can this cover more than one membership tier?

Yes. Tell us how many tiers you have on the enquiry form and the scope and the fee for covering them will be confirmed in the proposal.

Ready when you are

Tell us what is happening with your membership and we will reply with a written proposal, a fixed scope and a confirmed fee.

Starting price €1,250

Request a Membership Audit

No call is required first.