Formal Retention Plan for Members

Member and Volunteer Retention Plan

Keeping users engaged and involved is just as important as reaching them in the first place. A formal user retention plan gives Village coordinators a clear framework to follow and helps create a strong, supportive, and lasting program.

A successful membership and volunteer retention plan should cover the entire membership year and may extend beyond it, particularly if your Village offers a grace period or actively communicates with members whose memberships have lapsed.

Below is an example of a retention plan that can be adapted to your Village's needs:

Stage 1: Month 1 — Welcome and Onboarding

The first month is an opportunity to establish a strong relationship with new members and help them become comfortable with your Village.

• Send a welcome email introducing them to the Village and its services.
• Give the new member a personal phone call to welcome them and answer any questions.
• Welcome them on social media and/or in your organization's newsletter, where appropriate.
• Invite them to a new member orientation, either in person or through a webinar.
• Encourage them to submit a test service request so they can become familiar with the process.

• Encourage new members to use the Village's services a few times during their first month so they can experience the benefits of their membership.

   

Stage 2: Months 2–3 — Engagement

Once members are familiar with the Village, focus on encouraging continued participation and engagement.

• Send a targeted email based on information provided during the membership application, such as their interests or preferred services.
• Invite them to an upcoming event or community activity.
• Review their service usage to identify members who have not yet used the services regularly.
• Reach out to less-active members and encourage them to take advantage of the services and benefits available to them.

Stage 3: Months 4–5 — Feedback and Personal Connection

At this stage, focus on strengthening the relationship and ensuring that members' needs are being met.

• Follow up with another phone call or email to check in, see how they are doing, and gather specific feedback.
• Send a member survey to determine how well the Village is meeting their needs.
• Consider pairing new or less-engaged members with a member mentor to help them feel more connected to the community.
• Send a personalized email highlighting a specific benefit or service that may be particularly valuable to them, based on their preferred service or request type.

Future Plans — Renewal and Long-Term Engagement

Retention should continue throughout the membership year and beyond.

• Send renewal reminders to members whose memberships are approaching expiration.
• Maintain regular communication with your existing members and continue looking for ways to keep them engaged and satisfied as the Village grows.
• Recognize continued participation and engagement through initiatives such as member awards, community spotlights, and other forms of recognition.
• Continue gathering feedback from members to identify opportunities for improvement.
• Apply the same approach to volunteers by recognizing their contributions, showing appreciation for their service, and providing opportunities for feedback.
• Use volunteer feedback to improve the service model and encourage long-term volunteer engagement.

Measuring the Health of Your Village

Using your retention plan alongside your general Village reports and analytics provides a broader picture of your organization's overall health.

Together, these resources can help you identify trends in membership engagement, service usage, renewals, and volunteer participation, while also giving you insight into the performance and needs of each individual branch.

A consistent retention strategy helps ensure that your Village is not only growing, but also building strong, lasting relationships with the people it serves.