Know-How Exchange : Research/Metrics

Thanks for the great responses.

I agree with JBtron that the industry matters.. especially when we talk about loyalty. I should have mentioned in my original post that we are a university alumni association that offers services to all alumni (not just members).

To Vevolution's comment, here is the survey question that generated the numbers I mentioned in my post:

"For {university} activities, products and services that you have used, done or read in the last year... (there was a list of 26 items for the alum to select)
Did {university} exceed, meet, or fall short of expectations?...

I'd love to hear how being an affinity organization changes / impacts "exceeding expectation" metrics...

There isn't a standard rating, and to be honest, never rate yourself against other businesses, this can give you a false positive.

Instead, get your CSAT result and just plan to improve upon it.

YOUR target, should be to improve YOUR scores.
If possible, break the scores down to the individual departments, so plans can be put together on a department by department basis.

Good Luck

Thanks to everyone for your responses. Many of the comments prompted additional thoughts while other responses clarified or confirmed our thinking. All were extremely valuable.
cheers.