Annual Membership Survey

Chris Kitchen HeadShot 2018

The results from Triathlon Ireland's Annual Membership are out - read how we are responding to our members needs as they shape the future of our sport in this message from Triathlon Ireland CEO Chris Kitchen.

Annual Membership Survey

In November 2018, over 2,500 Triathlon Ireland members took part in our annual membership survey. This is a fantastic level of engagement, demonstrating the passion we all have for our sport and it’s very humbling. Thank you for taking the time to do so. We use your feedback to help us plan ahead, as well as to check that we’re addressing the priority issues through the execution of our Strategic Plan.

I’d like to share some of the highlights of the 2018 survey and provide you an update on what we’re doing to support the continuing success of the triathlon community.

Performance Assessment

We use a consistent measure (Net Promoter Score or NPS) to assess how we’re performing in your eyes.  We’re very pleased that so many of you value what we do. In overall terms, our NPS is tracking at 36, which means that over half of our respondents are prepared to recommend the organisation for what it does; and that less than 20% are dissatisfied. This is a similar level to 2017 and represents a significant improvement from 2015 and 2016.

The feedback emphasises the high level of trust that you have in Triathlon Ireland. You’ve told us that that events are well run and that the organisation brings a professionalism and enthusiasm to supporting the community; managing the calendar; making information available; and facilitating skills development and transfer through training and accreditation programmes. This wouldn’t be possible without the close relationships with clubs and volunteers that we’re continuing to invest in. They are the life-blood of our community.

Queries Answered

When you raised a query, we’re pleased to say that almost 80% of you report that it was resolved on the first attempt. Not surprisingly, we’ve seen a gradual shift towards use of digital channels to resolve queries, moving away from phone-based encounters. membership (37%), race administration (25%) and International Age-Group representation (15%) continue to be the main reasons for getting in touch.

We’re interested in why people get involved in our sport and what they expect to gain from it. As you’d expect, people take part for enjoyment, fun and fitness. In 2017, there was an underlying theme in the feedback for the desire to compete. In 2018, there was a subtle shift in emphasis towards community and club (as well as racing!) and we’re encouraged to see this evolution.

We recognise that triathletes expect a quality product backed up by a quality service. TI membership provides a comprehensive package of insurance benefits and delivers additional value for members through partner discounts and incentives.

Suggestions

We also appreciate your suggestions for improvements. These include quicker updating of BMW Triathlon National Series points following races, improving the digital experience for members, including training tips and advice and working with event organisers to improve the race entry process.

To this end, we will shortly release our new downloadable app for Android and iPhone which will be a one stop shop for your digital engagement with Triathlon Ireland. In parallel, we will launch a newly designed membership module on our website, which will make tracking your membership, race entries and results a more intuitive and less cumbersome experience.

We are also aware that whilst satisfaction rates with TI are very high with new members, this drops off marginally after three years and so we are looking at ways in which we can increase satisfaction with our highly valued long term members.

Thank You

Thank you again for your participation in our survey.  We do appreciate your feedback and hope to hear more from you as 2019 progresses.

I wish you well for the 2019 season  and look forward to seeing you out there!

Chris.

Note: As part of the NPS survey, five respondents were chose at random to receive a free Triathlon Ireland race membership for 2019. Congratulations to Caroline McCabe, Stephen Cheah, Billy Burke, Andrew Grehan and Edel Byrne and best of luck with your seasons!