What Would an 'Adventist Satisfaction Index' Look Like? Measuring Member NPS

with their local church — a figure that would alarm any organization tracking customer satisfaction. Yet the Adventist Church has no standardized, recurring instrument analogous to a Net Promoter Score (NPS) that measures member loyalty, likelihood of recommendation, and satisfaction drivers at the congregational level. This LRP proposes what an "Adventist Satisfaction Index" (ASI) could look like, drawing on the GCMS data, commercial NPS methodology, existing congregational assessment tools (like Holy Cow Consulting's CAT), and Adventist-specific theological and organizational factors. A well-designed ASI could transform church health monitoring from anecdotal impressions to data-driven strategic planning.

in 2003, measures loyalty with a single question: "On a scale of 0-10, how likely are you to recommend [organization] to a friend?".

Promoters (9-10): Loyal enthusiasts who will refer others.

Passives (7-8): Satisfied but unenthusiastic; vulnerable to competitive offers.

Detractors (0-6): Unhappy members who can damage brand through negative word-of-mouth.

% Detractors (range: -100 to +100).

This single metric, combined with qualitative follow-ups, can provide a standardized, comparable measure of congregational health.

A satisfaction index ultimately measures whether a church community is providing this mutual sharpening — the relational quality that makes members want to invite others in.

with their local church experience. In commercial NPS terms, this would be a crisis-level finding. The GCMS also reveals a paradox: 97% support fundamental beliefs but only 57% are satisfied — indicating that doctrinal alignment does not equate to experiential satisfaction.

#### Satisfaction Dimension Questions (1-10 scale).