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Membership renewal survey template

Know who will renew, a month before they decide

Four questions for members ahead of renewal: how likely they are to recommend membership, what they value most, how connected they feel to your work and what would make renewing easy. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this membership renewal survey tells you

A membership renewal survey asks members how they feel about belonging before the renewal notice arrives. This template takes about a minute: a 0 to 10 recommendation score, the parts of membership they value, how connected they feel to your work and one open question about renewing.

It is written for the month before memberships renew, sent by Usertick to the list of members whose renewal is coming up, with the score inside the email. The same survey runs as a link in your member newsletter, and on your website it can open for signed-in members when your site passes their membership details with Usertick.identify() (targeting by those details starts on Starter).

Every written answer is read as it arrives and filed under a category from your list, such as communication or events and fundraisers, with a type, a sentiment and a customer risk reading that points out members who sound ready to leave. Results shows the NPS with its promoters and detractors, the share of each thing members value and how connected they feel, against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
A month before renewal, by email to members whose renewal is due
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · NPS

How likely are you to recommend becoming a member to a friend?

Why ask it
Recommending membership to a friend is a fair test of whether members think it is worth the fee, and the score gives each renewal season a number you can track.
What you learn
Results shows the NPS (promoters 9 to 10 minus detractors 0 to 6), a bar of detractors, passives and promoters, the score on each device and the score over time as a line.
Make it yours
Keep it first, so members tap a score inside the Usertick email and the rest of the survey opens with it kept.
Question 2 of 4 · Multiple choice · Optional

What do you value most about your membership?

Why ask it
What members value tells you what to put at the top of the renewal letter. Members can pick several, since many join for the mission and stay for the community.
What you learn
Bars show the share and count of each value, with typed Other answers listed beside them. Select a value such as Events and talks to see the NPS of the members who chose it.
Make it yours
Rename Member benefits to the benefit members know by name, such as free entry or the quarterly magazine, so the choice means one thing.
Question 3 of 4 · Mood dial

How connected do you feel to our work?

Why ask it
A member can be happy to recommend membership and still feel far from the work. The dial measures that closeness on its own, from Not connected to Deeply involved.
What you learn
Results shows each step of the dial with its share, compared with the period before. Select Not connected or A little to read those members' answers to the open question.
Make it yours
Invite members at the low end to a talk or a site visit before the renewal notice goes out.
Question 4 of 4 · Text · Optional

What would make renewing an easy decision?

Why ask it
Asking what would make renewing easy brings up the practical blocks, such as the price, the payment method or a benefit they never used.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme, marks it as a complaint, an idea or a question, and gives the response a customer risk reading, so members who sound ready to leave are easy to find.
Make it yours
Keep it optional, and reply to every answer that mentions the price before the renewal notice arrives.

What the answers show

Results turns each question into numbers you can follow week by week.

How likely are you to recommend becoming a member to a friend?

Your NPS from promoters and detractors, compared with the period before and split by device.

What do you value most about your membership?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Membership renewal in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send it a month ahead

    Put the members who renew next month on a list each month and schedule the send, so the answers arrive before your renewal notice does.

  2. 02

    Reach detractors first

    On every plan, a workflow posts scores of 0 to 6 to your membership team's Slack or Microsoft Teams channel, so someone can call those members before they decide.

  3. 03

    Write the renewal letter from the answers

    Lead the renewal letter with the values most members picked, and name one thing that changed because of last year's answers.

  4. 04

    Keep the same questions each cycle

    Run the same survey every renewal season, so the NPS line and the connection dial show whether membership feels more or less worth it over time.

NPS surveysNonprofit surveysEmail surveysMembers and supporters questions

More NPS templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
NPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
NPSNPS deep diveGo beyond the score: see which parts of your service drive it and the one change that would raise it. Send it twice a year to customers who've been with you for three months or more.
NPSAfter the tripFind out whether travelers would recommend you and which parts of the trip made it. Email it two or three days after they get home.
NPSApp rating promptAsk how people are enjoying the app, invite every one of them to rate it in the store and learn what to fix from those who enjoy it less. Show it after a success moment, never on the first launch.

Questions from the library

Browse the question library
  1. How likely are you to recommend joining us?NPS · Members and supporters
  2. Why do you stay a member?Multiple choice · Members and supporters
  3. How has the last year felt as a member?Mood dial · Members and supporters
  4. How much do you agree about your job here?Matrix · Working at a nonprofit
  5. How connected do you feel to the people we serve?Big scale · Working at a nonprofit
  6. What is the hardest part of the job?Multiple choice · Working at a nonprofit

Frequently asked questions

About a month before memberships renew, early enough to fix a problem or call a member before the renewal notice. When members renew at different times of year, send to a new list each month.

Members whose renewal is coming up. A survey to every member at once suits a yearly check-in, but asking near renewal gives answers you can still act on.

There is no fixed number to aim for. Compare the score with your own last renewal season, and read why promoters and detractors answered as they did.

Select the detractors in Results to read their answers about renewing, then contact those members by name before the renewal notice. When the survey went out by Usertick email, each answer is tied to the member's contact.

Yes. The same survey opens as a popup or a side button on your site, and from Starter it can target signed-in members by the details your site passes with Usertick.identify(), such as their membership level or join date.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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