2020 Member Satisfaction Survey Results

Following is a summary of notable results from the survey, along with a brief statement about how the association is addressing or intends to address them.

The survey was open for three weeks during August and collected 130 total responses from agents (87%) and brokers (13%). Respondents were almost evenly split among those who have been members for less than five years and those who have been members for at least 11 years. Overall satisfaction is high, with most respondents indicating Sumner REALTORS® is making positive changes and is headed in the right direction. Approximately 87% of respondents plan to renew their membership with Sumner REALTORS® in 2021, while 73% would recommend the association to a peer or colleague.

The Board of Directors, committee chairs and staff will incorporate the survey feedback as part of the strategic planning process for 2021 and beyond. If you have questions or comments, please contact any Board representative or CEO Dave Chaney at 615.824.6629 or via email.


Convenience is the primary reason REALTORS® choose to join and keep supporting the Association. Just 13% of respondents indicated value as the main driver, and many listed community ties or local investment as their top motivator.

What are we doing about it?

The Board of Directors and staff are continually looking for ways to deliver more value to members, including strengthening advocacy efforts at the local, state and federal level, improving our education offerings, and developing new programs, partnerships and services that REATLORS® need or want to grow their businesses. We also recognize the importance of community and will create more social, networking and charitable events throughout the county moving forward.

Valuable Services

Access to the regional MLS ranked highest among value of association programs and services. Continuing education/professional development and SentriLock services were second and third, respectively, and several respondents noted broker open house notices and mentorship programs when asked about other programs or services the association could provide.

What are we doing about it? 

We brought back the broker open house listings in July in response to member feedback that this valuable service has been missed. Just submit some general info to Trianne Newbrey and we will help increase visibility by including it on the association website and Facebook and in emails. We are also planning a New REALTOR® Academy to launch in 2021 that will hopefully include a mentorship component. Stay tuned for more details this fall.

Staying in Touch

Members said they prefer to receive information via email and text and use Facebook more than any other social media platform to stay current on real estate topics and trends.

What are we doing about it? 

We will continue using email as the most efficient and cost-effective way to communicate with members. We are also sensitive to the volume of emails, in general, and are committed to sending only timely and relevant information with reasonable frequency. We will increase text messaging but use it selectively. We have already and will continue leveraging Facebook with content that can keep you informed about what is happening at the association, ways you can get involved, and resources that can help you and your business.

Education Course Accessibility

Members want a balance of in-person and online classes for their continuing education.

What are we doing about it?

We will continue using Zoom for online classes post-pandemic, particularly for short (1-2 hour) classes. This is one of several ways coronavirus has permanently changed the way we do business. Members like the convenience and it allows us to offer more free content. We also realize that many members prefer in-person education, and we are making sorely needed upgrades to the technology in our training room to create a better class experience in the office. The changes should be ready by late September when we resume in-person classes on a limited basis.


Encouraging Volunteer Leadership

Most (7 out of 10) respondents said they have never served in a leadership role in the association, including Officer, Board of Directors or Committee Chair positions. Of those, 14% said they just haven’t been asked, and another 7.7% said they have been interested in the past but did not get a response.

What are we doing about it? 

This feedback shows there is an untapped pool of members who are interested in and willing to contribute to the association. We are updating our policies and procedures to support transparent and consistent elections for leadership positions and make it easy for members to join a committee year-round so that anyone who raises a hand has an opportunity to get involved. Contact CEO Dave Chaney if you are interested and we will find ways for you to plug in.

Reevaluating the Awards of Excellence

There are mixed feelings about the eligibility points system for the Awards of Excellence, and some members strongly oppose it.

What are we doing about it? 

While the intent behind the points system was to encourage more participation in the association, we understand it caused some real frustration. We are reviewing this program and discussing changes based on member feedback.

UPDATE: We announced on Sept. 11 that the Board of Directors voted to eliminate the eligibility points system for the annual Awards of Excellence, effective immediately. Participation points will no longer be part of the annual awards application or verification process. We hope you are pleased with this change and join us in applauding the Board’s collective effort to listen and respond to members.