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CoreNet Member Feedback Summary Report (September 2010)

This report outlines the feedback gathered from CoreNet members, focusing on networking, education, summit experiences, and operational concerns. Insights reflect member perspectives, satisfaction levels, and recommendations for improvement.

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CoreNet Member Feedback Summary Report (September 2010)

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  1. Calling All MembersSummary Report September 2010

  2. Program Objectives • 1st Step in a more comprehensive effort to align CoreNet as a customer focused organization • Listen to the member feedback • Improve staff focus on members • Provide member perspective on organizational issues and priorities

  3. Scope of Program • Between June and August 2010, staff contacted every member of CoreNet Global • Outline provided for discussion • Feedback recorded • Three attempts – 2 phone calls and an email • Results • 2145 members interviewed • 3553 comments • 100% of members contacted (or attempted) • Comments are proportionate to member distribution Overall satisfaction is high – many negative comments are constructive suggestions from satisfied members

  4. Participation reflects the membership distribution

  5. Summary of feedback by category

  6. Feedback Summary

  7. Networking • Central to value proposition of all member groups • Distance / Time / Cost limit member participation • CNG needs to help smaller Service Providers and Economic Developers have networking opportunities with End Users • Small SP/ED expressed concern over domination by large service providers • End Users concerned with pressure from SP/ED • End Users want more networking with other End Users • Certain segments are under represented (industrial, retail, non-US companies) • Local / Regional delivery of networking is important • CNG supports member career development but tools/programs are lacking

  8. Education / Content • Education is the central element of the value proposition for End Users (and many Service Providers) • Content needs to be strengthened across all programs • Members value research, but would like to see improved content (benchmarking, innovation, more than surveys) • Content needs to be more global (less US and UK centric) • Members want more access to research (KCO level 4) • Programming needs to address the different levels of member experience – senior, middle, and young • Total cost of participating in education is a challenge / need alternative delivery solutions

  9. Summit • Summits need a facelift to improve networking and education • Too dominated by large service providers • Content is stale, lacks innovation, and delivered by the same people • End Users want End User only opportunities • Perception of low end user participation • Smaller and more networking opportunities are desired • Expo hall is not valued / source of dissatisfaction • Economic Developers indicate IAMC is a better networking opportunity (and a competitive threat to CoreNet) • Questions about the need for two North American summits • Observations generally apply globally

  10. Operational • Ongoing concerns about the website (navigation, registration, access to directory) • Communication needs to improve • CNG needs to do a better job articulating priorities and direction • Members not fully aware of key facts, value proposition • Members have different communication needs and styles • Preference for communications delivering value over selling • Lack of alignment between global and chapters (priorities and revenue) • Service providers voice complaints over pricing (especially small service providers)

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