Word-Import - 1 | QuestionPro

1.How do you sign-up new members in your site?

Both member and staff sit together and fill up the relevant forms, staff will enter all details into the system afterwards

Both member and staff sit in front of the computer and go through the sign-up process together

Member signs up through kiosks

Other

2.What are the member related forms that you keep for filling purposes? (check all that apply)

Member form

Membership agreement

Physical Activity Readiness Questionnaires form

Variation forms

DDR Mandate

Other

3.Do you have any memberships that are sold at different rates and frequencies?

Yes, for some memberships

Yes, for all memberships

4.Do you allow different membership term or contract term for a membership when it comes to different customers?

Yes, for some memberships

Yes, for all memberships

5.What are the direct debit billing frequencies you use for your memberships? (check all that apply)

6.How many signatures do you store against an agreement?

More than 2

7.Fees you charge for your business

Joining fee upon signup

Joining fee collected with the first direct debit

Admin fee upon signup

Additional payment

Others

8.Are the fees charged part of the membership revenue?

Yes

Variations: Suspension

9.A member can suspend his/her membership (check all that apply)

On any future dates within the membership term

On any future dates within the membership term after a notice period

Only starting of next debit cycle

10.Will the contract end date be pushed forward if the member suspends his/her membership within the contract term?

Yes, for all memberships

Yes, for some memberships

No. contract end date would not be pushed forward

11.Will membership term be pushed forward if the member suspends his/her membership? – radio buttons

Yes, for all memberships

Yes, for some memberships

No, membership end date would not be pushed forward

12.Do you charge a fee during suspension term? (check all that apply)

A rate reduced by a certain percentage charged on every cycle within the suspension term

A fixed rate is charged on every cycle within the suspension term

An upfront payment of suspension fees is collected before member goes on suspension

No billing during the suspension term

13.Suspension rates are usually

a fixed amount

a fixed amount for the entire suspension period

pro-rated amount if suspension ends in the middle of the cycle

14.If a member just paid with direct debit for his membership for this month, and now he chooses to suspend immediately with 15 days remaining in the month that has already been paid, what should the system do?

Allow the immediate membership suspension and calculate the extra amount that has been paid, based on a fixed daily rate, and allow the you to refund it with either the till or direct credit

Allow the immediate membership suspension and let the user to enter the amount that should be refunded either by the till or direct credit.

Allow the immediate membership suspension and calculate the extra amount that has been paid to offset against the next direct debit billing

Allow the immediate membership suspension and don’t refund anything

Allow the membership suspension only after 15 days

Other

Variations: Cancellation

15.Members allowed to cancel

On any future date within the membership term

Only on the start of a billing cycle

16.Cancellation is allowed for all memberships

Yes, some memberships

Yes, all memberships

17.If a member with a failed payment decides to cancel his membership, the outstanding amount can be collected

Through the till

Next debit date

Next day with direct debit

A date suggested by the member with direct debit

No, it will not be collected at all

18.Is there a pro rata value applied on the last payment if a future cancellation is requested?

Yes, all the time

Yes, sometimes

19.If yes, the pro rata (check all that apply)

Is an exact value according to the number of days in a cycle

Is a value which is rounded up by default

Is a value which is rounded down by default

A flexible value which can be determined by an authorized personnel

20.How often do you have members that request to undo their membership cancellation?

Always

Sometimes

Never

21.If a member has already paid in advance for the coming 2 months of his monthly membership, when he changes his mind and chooses to cancel his membership today, what should the system do?

Allow the immediate membership cancellation and calculate the extra amount that has been paid, based on a fixed daily rate, and allow the you to refund it with either the till or direct credit

Allow the immediate membership cancellation and let the user to enter the amount that should be refunded either by the till or direct credit.

Allow the immediate membership cancellation and don’t refund anything

Allow the membership cancellation only after 2 months

Other

22.If a member just paid with direct debit for his membership for this month, and now he chooses to cancel immediately with 15 days remaining in the month that has already been paid, what should the system do?

Allow the immediate membership cancellation and calculate the extra amount that has been paid, based on a fixed daily rate, and allow the you to refund it with either the till or direct credit

Allow the immediate membership cancellation and let the user to enter the amount that should be refunded either by the till or direct credit.

Allow the immediate membership cancellation and don’t refund anything

Allow the membership cancellation only after 15 days

Other

23.When can I cancel a membership?

Membership starting in the future

Membership is active

Membership with billing issues

Membership which is suspended

25.How often do you change the date of your direct debit?

Always

Sometimes

Never

26.How often are debits being removed?

Always

Sometimes

Never

27.If a debit is removed, this means

Debit is waived

Debit has a value of $0.00

Others:

28.How often that an additional payment is added?

Always

Sometimes

Never

29.If a member has to pay an additional payment (e.g. a lost membership card or a broken chair), how will this payment be made?

Immediately/today

With next direct debit date

With direct debit tomorrow

Through direct debit on the date set by the member

30.How often do members collect a debit along with the next debit?

Always

Sometimes

Never

31.Do members reuse existing account to be debited from if they sign up for another membership on top of the existing one?

Yes, always

Yes, sometimes

32.If a member’s membership has one or more overdue payments, what are the options you would want to action this? (Check all that apply)

Collect them at the till and reactivate the membership

Collect them with direct debit at a specified date and reactivate the membership

Collect them together with the next direct debit and reactivate the membership

Write-off all overdue payments and reactivate the membership

Write-off all overdue payments and cancel the membership

Partially collect a portion of the overdue payment and write-off a portion, then reactivate the membership

Partially collect a portion of the overdue payment and write-off a portion, then cancel the membership

Ignore overdue payments and reactivate membership

Ignore overdue payments and cancel the membership

33.When a member changes his/her membership, does the member expects the older membership to be cancelled immediately?

Yes

No, not until the new membership started

No, there should be an interval specified by the member

Billing

34.Does your organisation apply pro rata to your memberships?

Yes, on all memberships

Yes, on some memberships

Never

35.A pro rata amount for the first payment will always be

An exact value according to the number of days in a cycle

A rounded up amount

A rounded down amount

A flexible value which can be edited by an authorized personnel

Others :

36.When will pro rata be applicable?

Member returns early from suspension

Member’s suspension starts and ends within a billing cycle

Member starts membership before a preferred billing day

Member cancels membership within the cycle

Others :

Billing issues

37.If a member has an outstanding payment and debits is already processed, outstanding should be

collected through the till and then reactivate the member

collected through next debit and then reactive the member

collected through direct debit on a date suggested by member and then reactivate the member

Deposits

38.Is your fitness centre collecting any deposit or an extra payment upfront before a membership starts?

Yes, for all memberships

Yes, for some memberships

39.Do you often waive deposit for certain members?

40.If a member has paid the deposit, then member cancels the membership when it is beyond the contract term.

There will be a refund of the final debit through the till upon cancellation.

There will be a refund of the final debit through a debit requested by the customer

There would not be a refund

The earliest selectable date to cancel will have to be a cycle ahead

Others :

41.The deposit is collected

Along with the first payment via direct debit

Along with the first payment via till

Separated from the first payment via till

42.Is the deposit part of the membership revenue?