2025 APHA MemberCare Survey documents high customer satisfaction 

The 2025 APHA MemberCare Satisfaction Survey documented a 10% increase in transaction convenience and overall satisfaction over the previous year. Improvements were also noted in the need to contact APHA staff with questions about their work, overall professionalism and responsiveness of staff, and other key areas. 

The annual survey is distributed to APHA members as part of the APHA Strategic Plan goal to “improve efficiency and satisfaction with customer transactions” and helps establish a baseline for evaluation. The 2025 APHA MemberCare Satisfaction Survey, which was available from April 8–May 1, 2025, was directly emailed to customers who had submitted work to MemberCare in the last 24 months. A survey link also appeared in the April 2025 Member Newsletter.  

The survey received a total of 1,467 responses, a 6.92% increase from last year.   

Key takeaways from the 2025 APHA MemberCare Satisfaction Survey: 

• 56.25% have submitted a MemberCare-related transaction within the past 12 months 

• 64.17% said they have submitted MemberCare work through PHcentral.com 

• • Of that, most work submitted was membership (78%), registration (59.38%) and ownership transfer (52.33%) 

• • This represents a 13.5% increase in PHcentral.com submissions, as well as growth in the rate of submission for each transaction type over 2024. 

• 78.45% said the MemberCare business process was “extremely convenient” or “very convenient”—growth of 10% over 2024. 

• The need to contact APHA staff to ask questions when initially submitting work decreased by nearly 7% from 2024. 

• 80.69% rated the professionalism of APHA MemberCare staff as “extremely professional” or “very professional,” a 4% increase over 2024.  

• 78.27% said their MemberCare representative answered their questions “extremely well” or “very well”—a 4% improvement. 

• 76.71% said the MemberCare team was “extremely responsive” or “very responsive” to their requests—a nearly 7% increase. 

• 89.2% said they were “extremely satisfied” or “very satisfied” with MemberCare employees and/or the overall process—a nearly 10% increase over 2024.  

Respondents said: 

• “I was treated as a valued customer when I contacted APHA:” 88.21% “strongly agree” or “somewhat agree” 

• “My email to APHA’s MemberCare team was answered promptly:” 72.23% “strongly agree” or “somewhat agree” 

• “APHA provided a clear and complete answer to my question(s):” 84.53% “strongly agree” or “somewhat agree” 

• “Communication I received from APHA included clear instructions and was easy to understand:” 86.51% “strongly agree” or “somewhat agree” 

• “APHA forms are easy to understand and complete:” 87.16% “strongly agree” or “somewhat agree” 

This information will be used by APHA staff and stakeholders to continue improving business interactions.  

Article by Laurel Cox 

##

[Reprinting all or part of this news release is permitted. Please credit the Paint Horse Journal and provide a link provided back to apha.com.]

About APHA

The American Paint Horse Association is the world’s second-largest international equine breed association. Since it was founded in 1962, APHA has registered more than a million horses in 59 nations and territories. APHA promotes, preserves and provides meaningful experiences with Paint Horses. Learn more at apha.com.