The Forum wanted to consolidate their success with their existing clients by ensuring that they understood clearly how they were perceived by them.

The management team understood that they could not take silence on the part of their members as an endorsement and that they needed to put in place the relevant “listening posts” to elicit their views.  Penumbra recommended an electronic survey to be sent to all members for their first independent member feedback survey.  This was supported with a multi-phase communications programme to support the launch, fieldwork and outcome.

The survey achieved a robust response which yielded valuable and positive insights into member perceptions.   It identified what the forum did well and also what was not done quite so well.  Actions were highlighted to help improve still further the few areas requiring attention.