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TRSA Earns High Marks from Members

TRSA’s annual Member Needs Assessment indicates that members feel the association is serving them and the industry very well with 60% enthusiastically recommending membership in TRSA to a friend or colleague.

“We’re very pleased that the survey confirms the high level of confidence in TRSA programs and activities reflected in our 92% renewal rates for operators and associates,” said TRSA President and CEO Joseph Ricci. “We look forward to applying insights from this survey to continue improving our services to members and the linen, uniform and facility services industry.”

The Needs Assessment, conducted earlier this year by Six Disciplines Consulting Service, Findlay, OH, surveyed the more than 150 TRSA operators with a 39% response rate. When asked on a scale of 1-10 whether they’d recommend TRSA to a friend or colleague, 60% answered with either a 9 or 10. This put them in the category of “Promoters” in terms of calculating a Net Promote Score (NPS), a common metric for assessing organizations. The NPS is calculated by taking the percentage of respondents who are Promoters and subtracting from them those who are classified as “Detractors” (scored 1-6).

TRSA’s NPS for 2017 is 46 (60% Promoters, 26% “Passives” [scored 7-8] and 14% Detractors). That represents an improvement over the 2016 NPS of 37 (56% Promoters, 25% Passives and 19% Detractors).  The ratings were a direct reflection of member “engagement”; with representatives from the members most active with TRSA, i.e., companies earning and pursuing certification, participating in professional development programs and committees, utilizing the research and benchmarking studies, rating the organization higher across all responses.

TRSA measures the NPS of its educational programs as well. For 2017, these events have received an average score of 48. Examples include the February Production Summit, which had an NPS of 58, while the Leadership and Legislative Conference had an NPS of 53.

TRSA stacks up well against comparable business-to-business (B2B) organizations, according to CustomerGauge, a consulting firm focused on NPS tracking and related issues. Their NPS benchmarking data had “Business Services” companies scoring an average NPS of 41, while “Consulting” and “Financial Services” scored 42 and 43, respectively.

In comparison among associations, Jodie Slaughter, president and founding partner of McKinley Advisors, says the average NPS for 77 associations she’s surveyed is 20. Among trade groups (25 associations) the average score is 16, while individual member associations (58 in all) averaged 22. TRSA’s 46 NPS is nearly triple the average of similar trade associations. 

Respondents to TRSA’s Needs Assessment Survey reflected TRSA’s diverse membership, with a balance of independent operators, large regional, national chains and international operators serving the industrial/uniform, food and beverage (F&B), healthcare (hospitals/acute care) and hospitality sectors.

The largest share of respondents identified themselves either as owner/president/CEO (54%) or vice president/general manager (29%), for a combined 83%. When asked for their opinions on how well TRSA was performing in a range of areas, the highest marks on a 1-8 scale went to “Protecting the market for textile services,” which got an average score of 7.01.

Other scores based on this 1-8 scale include:

  • “Conducting research and benchmarking initiatives,” which received a 6.23;   
  • “Providing management and professional development,” which received a 6.14;
  • “Information sharing,” which received a score of 6.03.

Another series of questions asked respondents to answer - on a five-point scale - whether or not they agreed with a particular statement. For example, 78% of respondents said they agree with the statement, that “No other linen, uniform and facility services organization provides the broad scope of resources and training available through TRSA.”

Nearly 80% agreed with a statement that, “TRSA should be the organization that brings all linen, uniform and facility services organizations together. Nearly 68% of respondents agreed with a statement that TRSA members are “more productive, more profitable, greener and safer than nonmembers.”

Other statements with which a large majority of respondents agreed include:

  • “Advocates directly with federal, state and local officials, participates in coalitions,” etc.: 87.5%
  • “TRSA Research and Benchmarking studies facilitate the sustainability, safety, cleanliness and value of the linen, uniform and facility services industry,” etc.: 82%
  • “The value we receive from TRSA provides a good return on investment.”: 71%

The survey concluded with a section in which respondents could comment on “anything else you would like to tell TRSA.” One respondent wrote simply, “Advocate for us, promote us and teach us. Thank you.” Another wrote, “As a 36-year veteran of the industry, I love TRSA, their staff, leadership and try to attend as many functions, as well as use the training videos and webinars. Great job!”

For more information on the survey, contact Ricci at