What is the member satisfaction survey form template?
Membership organisations live on renewals. A member survey tells a gym, sports club, leisure centre or association which facilities and programs members value, where service falls short, and what might stop them renewing.
This template asks how people use their membership, then rates facilities and people — cleanliness, equipment, changing rooms, crowding, staff, instructors, events — with an N/A option for anything they don't use. It asks about fees and value for money and how likely members are to renew; anyone less likely sees a list of reasons.
Members can stay anonymous or ask for contact, adding their membership number. Responses are saved as PDFs in your FileIt vault.
- Best for
- Gyms, leisure centres, sports and social clubs, and professional associations
- Filled in by
- Members
- Time to complete
- About 5 minutes
- Includes
- Usage questions, two rating grids, value and fees, a renewal scale with reasons, and a recommend score
Who uses a member satisfaction survey form?
- An annual member survey for a gym or leisure centre
- A sports or social club's end-of-season review
- An association checking member value before setting next year's fees
- Planning new classes, programs or events
- Understanding crowding and peak-time pressure
- Spotting members at risk of not renewing
Questions on this member satisfaction survey form
20 questions over 5 pages · includes conditional questions, multiple pages, ratings.
1 Your membership
- Membership type* Full / standard · Off-peak · Family · Student · Senior · Corporate · Trial or guest · Other
- How long have you been a member? Less than 6 months · 6–12 months · 1–3 years · More than 3 years
- How often do you visit or take part?* 4 or more times a week · 2–3 times a week · Once a week · A few times a month · Rarely
- When do you usually come? Early morning · Late morning · Lunchtime · Afternoon · Evening · Weekends
2 Facilities
- How would you rate…* Very poor · Poor · OK · Good · Very good · N/A
- Anything broken or needing repair right now?
3 Staff & programs
- How would you rate…* Very poor · Poor · OK · Good · Very good · N/A
- Classes, programs or events you'd like us to add
4 Value & renewal
- Value for money*
- Membership fees are…* Good value · Fair · A bit high · Too high
- How likely are you to renew your membership?*
- What might stop you renewing? asked only when it applies Cost · Not using it enough · Moving away · Facilities or equipment · Too crowded · Timetable doesn't suit me · Found an alternative · Health reasons
5 Overall
- Overall, how satisfied are you with your membership?*
- How likely are you to recommend us to a friend?*
- What do you like most?
- What one thing should we improve?
- Would you like us to contact you about your feedback?
- Your name* asked only when it applies
- Email* asked only when it applies
- Membership number (optional) asked only when it applies
The member satisfaction survey form, page by page
1 Your membership
Membership type, how long they've been a member, how often they visit or take part, and the times they usually come.
2 Facilities
A grid from Very poor to Very good (or N/A) rates cleanliness, equipment or court availability, equipment condition, changing rooms, opening hours, parking and access, peak-time crowding and online booking. A short field asks about anything broken right now.
3 Staff & programs
A second grid covers the front desk, staff helpfulness, variety of classes or programs, instructors or organisers, events and newsletters. Members can suggest classes, programs or events to add.
4 Value & renewal
A required star rating for value, whether fees are good value, fair, a bit high or too high, and a 1–5 scale for how likely they are to renew. Scores of 1 or 2 show a checklist of reasons — cost, low use, moving, facilities, crowding, timetable, an alternative, health or other.
5 Overall
A required overall star rating, a 0–10 recommend score, what they like most and one thing to improve. An optional contact request reveals name, email and membership number.
Make the template yours
- Edit membership types to match your price list
- Replace facility rows to fit a club, pool, golf course or association
- Add NotifyEmails for your membership manager
- Change the renewal reasons to your own common cancellation reasons
- Put a QR code at reception and in changing rooms
- Set a close date before your renewal season
Tips for a better member satisfaction survey form
- Follow up with members who asked for contact and scored low on renewal
- Fix quick wins like broken equipment first and tell members you did
- Compare answers from peak-time and off-peak members
- Use the program suggestions to plan your next timetable
- Check how value perception changes after a fee change
- Share a summary in your next newsletter
Every response becomes a PDF in your vault
Each response is saved as a PDF titled with the date in the vault folder you choose, and you're notified by email.
Filter the Responses table by membership type or renewal likelihood and export to CSV to see what's driving satisfaction and cancellations.
- Start from this template. It opens in the FileIt Forms designer — change any question, add pages, set the rules for when questions appear.
- Share it. Turn on a public link, or send it to people by email, each with their own link. They don’t need a FileIt account.
- Get the answers as PDFs. Each response is saved as a PDF in the vault folder you choose, with uploaded files attached — and listed in a Responses table you can export to CSV.
Member satisfaction survey form: frequently asked questions
Is this member satisfaction survey free?
Yes. It's a starter template in the FileIt Forms app, and every question can be edited.
Can members respond anonymously?
Yes. Name, email and membership number only appear if a member asks to be contacted.
Does it work for clubs and associations, not just gyms?
Yes. Rows include N/A, and you can rename facility and program rows to fit.
Does it ask why members might leave?
Yes. Members who rate renewal 1 or 2 out of 5 are shown a list of reasons to choose from.
Can members answer more than once?
The template accepts one response per browser by default. You can change it in Settings, for example if family members share a device.
Do members need a FileIt account?
No. They open the link.