The 2026 MemberCare Satisfaction Survey demonstrated strong ongoing satisfaction between the association’s members, staff and their APHA-related business transactions. Most satisfaction ratings landed in the 70th and 80th percentiles, consistent with the previous year’s ranks.
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 2026 APHA MemberCare Satisfaction Survey was available from April 1–30, 2026. A survey link appeared in the April 2026 LeaderCare and Member newsletters; it was also distributed through direct email campaigns to active APHA members. The survey received a total of 1,359 responses.
Key takeaways from the 2026 MemberCare Satisfaction Survey:
- 49.3% have submitted a MemberCare-related transaction within the past 12 months
- 74.51% said they have submitted MemberCare work through PHcentral.com
- Of that, most work submitted was membership (79.42%), registration (58.84%) and ownership transfer (50.9%). This represents a 10.35% increase in reported PHcentral.com submissions.
- 74.81% said the MemberCare business process was “extremely convenient” or “very convenient”
- 83.31% rated the professionalism of APHA MemberCare staff as “extremely professional” or “very professional,” a 2.6% increase over 2024.
- 81.19% said their MemberCare representative answered their questions “extremely well” or “very well”—a 2.9% improvement.
- 79.02% said the MemberCare team was “extremely responsive” or “very responsive” to their requests—a 2.3% increase.
- 89.21% said they were “extremely satisfied” or “very satisfied” with MemberCare employees and/or the overall process.
Respondents said:
- “I was treated as a valued customer when I contacted APHA:” 89.34% “strongly agree” or “somewhat agree”
- “My email to APHA’s MemberCare team was answered promptly:” 70.36% “strongly agree” or “somewhat agree”
- “APHA provided a clear and complete answer to my question(s):” 86.72% “strongly agree” or “somewhat agree”
- “Communication I received from APHA included clear instructions and was easy to understand:” 87.14% “strongly agree” or “somewhat agree”
- “APHA forms are easy to understand and complete:” 87.72% “strongly agree” or “somewhat agree”
- “Submitting work at PHcentral.com is easy:” 82.42% “strongly agree” or “somewhat agree”
- “Work submitted via PHcentral.com is processed faster than mailed submissions:” 89.48% “strongly agree” or “somewhat agree”
- “I value receiving a digital copy of my horse’s certificate when a transfer or registration is completed:” 87.88% “strongly agree” or “somewhat agree”
This information will be used by APHA staff and stakeholders to continue improving business interactions.
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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.