Attract
Are you bringing in the right people with the right expectations? Or losing them before they've had a chance to feel the value?
Questions
04 · Acquisition fit
Most membership organizations, financial services firms, nonprofits, and professional boards have a satisfaction gap — the distance between what their members, clients, or donors expect and what they're actually experiencing. It's costing them in renewals, retention, and revenue.
13 questions. 15 minutes. A score that tells you exactly where your organization is losing ground.
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The Satisfaction Gap Audit scores your organization across the three levers that determine whether your people stay, give again, or renew — and which one is costing you the most right now.
Are you bringing in the right people with the right expectations? Or losing them before they've had a chance to feel the value?
What are you giving your people between transactions? How visible are you in the silence between events, meetings, and campaigns?
Are your systems making it easy to stay — or easy to leave? Do your people depend on what you provide, or just tolerate it?
Score yourself on all 13 questions. Your total out of 65 maps to a grade — A through D — with a specific interpretation and a prioritized next step for each band.
If you recognize yourself in any of the below, the audit will give you something you can act on.
If your renewal rates are flat and you're not sure what members actually value — this tells you.
If clients are leaving despite strong performance, this shows you where the visibility gap is.
If first-time donors aren't coming back — this diagnoses where the post-gift experience breaks down.
If your members feel unheard and your planning is based on instinct, this gives you data instead.
If your culture is compressing as you scale — this measures where the internal satisfaction gap is widest.
Seven years. Vancouver. One pattern. We've used this framework across financial services, membership associations, nonprofits, and professional boards. The Satisfaction Gap is always there. The organizations that close it grow. The ones that ignore it plateau — until they don't.
The Satisfaction Gap Audit is free. No call required. No pitch attached. Enter your email above, and we'll send it straight to your inbox.