Latest Member Survey Results
Happy 2022, everyone!
Despite the ongoing pandemic, we hope everyone’s new year has been off to a good start.
Listening to Feedback
Here at Open Gov Hub, we continue the tradition (we began back in 2015) of surveying our members twice a year on all aspects of what we do and how we collaborate - so that we can best support members’ impact by learning about what’s working well, what can be improved, and how to adapt to our continually changing times.
And in the spirit of transparency, we are now starting to publicly report key results (not only to our members, but now also to other friends and followers of OGH).
Thank you to the 50 members who responded to our December 2021 survey! Here are the highlights:
Key Impact Metrics
First and foremost, we are incredibly proud to have achieved a 100% Member Satisfaction/Net Promoter Score - for the first time ever! This means that 100% of respondents said they are strongly likely to recommend OGH to a friend or colleague (rating an 8, 9, or 10 on a 10-point scale).
Since 2015, we have consistently maintained a very high member satisfaction rate (83% is our 6-year overall average). We are especially proud to have just achieved this highest ever score - particularly as we continue to grapple with pandemic challenges, nearly 2 years since it began!
This rating is mainly based on:
our world-class physical space and location;
our mission-driven community and culture;
ample learning opportunities; and affiliation with well-respected organizations.
And check out the testimonials below to get more nuance on what members love about OGH.
In addition, 98% of respondents are highly satisfied with how OGH overall has adapted its programs and services through the COVID-19 pandemic. We continue to work hard to prioritize health and safety while also providing new and adapted forms of support in light of hybrid working - and have truly become both a physical and virtual community and resource hub in the process.
Connections and Collaborations
While remote work has undoubtedly brought many conveniences, we do see some downsides. The overall level of collaborations remains constant (about 70% have collaborated with others in the last 6 months).
Yet only 17% of respondents feel they know other Hubbers (members) very well (down from 30% just before COVID). We also see a bit of a drop in satisfaction with the quality of events - which we think is driven in part by lower participation (27% hadn’t attended any events in the last 6 months), overall Zoom fatigue, and generally more competition/offerings for virtual events. But on the bright side, we are now beginning to track activity in our virtual community space Slack and see an uptick in usage (22% are daily users; 35% are weekly users).
Hybrid Work Plans
We continue to closely track plans for how people will be working during and post-pandemic. 69% of respondents expect to work from home most of the time from now on, with ~1-2 days in the office/week (roughly 75% time working from home and 25% from the office), and 19% expect to do a 50/50 split.
Testimonials
“I continue to meet really smart, passionate people and learn from them.”
“I feel inspired and motivated by colleagues doing similar work.”
“Wonderful facilities make working easy and enjoyable.”
“I gain access to the latest events, publications, ideas and research from thought leaders and organizations.”
“I love the always-responsive Hub team! You are phenomenal individuals who make this great community what it is.”
Next Steps
A few common pieces of feedback that we will follow up on in the coming months include:
Requests for an updated, categorized Skills/Staff/Network Directory.
Increasing connections to needed Support Services (ex: legal, fundraising, comms, IT, accounting).
Organizing events of interest (ex: professional development workshops, peer groups, happy hours) while recognizing that not having enough time/too much to do is still the main barrier limiting individuals from further collaborating.
Experimenting with new ways to leverage Slack (ex: targeted matchmaking) and other community-building activities to support a longer and richer onboarding process (given the now limited in-person interactions).
Thank you again to all who continue to support our journey, and stay tuned as we continue to listen closely to our key stakeholders and adapt accordingly!
