594 members and 8 in-depth interviews shaped this year’s assessment, and your voice is already reshaping the membership experience.
Thank you. Your feedback delivered a Net Promoter Score of +52 — firmly in “excellent” territory — and a clear message: SITE’s community is its greatest strength. Time and again you described SITE as a professional home and a career-long network. You were also honest about where we can do better: cost barriers, stronger global representation, closing awareness gaps, and better support after key career milestones. Organized around our four pillars, here is what we heard and how we’ve begun to respond.
Connect — Community, Chapters & Events
What you told us: Networking is the number one reason you value SITE. But Young Leader alumni told us that after the program, members in the 35–40 age range lacked support, guidance and peer networking.
What we’re doing: In 2027 SITE will introduce member personas in direct response to this feedback, and will launch a global mentorship program kicking off October 2027 to better connect members across the world.
What you told us: Facilitated buyer–supplier matchmaking was the single most-requested new benefit, with members telling us that meeting the right buyer too often comes down to luck rather than design.
What we’re doing: With the support of SITE’s International Board of Directors, we are exploring what this could look like for SITE.
What you told us: You asked for a year-round way to stay connected and keep the conversation going between events.
What we’re doing: SITE continues to explore intentional strategies to ensure the platform that best fits our membership is selected and tested — with the goal of increasing member engagement between in-person SITE HQ and chapter events.
Learn — Education, Certifications & Growth
What you told us: You want SITE to be the go-to source for incentive travel learning, with practical, career-advancing education and appetite for higher-level credentials.
What we’re doing: In Spring 2026, SITE launched specialty certifications to meet this aspiration and deepen SITE’s role as the home of incentive travel learning.
Discover — Digital Tools, Research & Content
What you told us: SITE offers a rich suite of digital tools and research — but 53.9% of you who hadn’t used a tool said it was simply because you didn’t know it existed.
What we’re doing: Within the next six months, SITE will redesign its website to increase awareness of everything SITE offers members and the wider incentive travel community, so valuable tools no longer go unnoticed.
What you told us: New members told us the current onboarding process left them unsure how to get started — only about half rated it clear and helpful.
What we’re doing: SITE will completely revise the onboarding process to ensure new members feel connected and informed about how to maximize their membership from day one.
Shape — Priorities, Advocacy & Influence
What you told us: You want SITE to grow its global footprint and value the chapters and affiliates where most members live their SITE experience.
What we’re doing: SITE will keep supporting chapters and affiliates who organize events alongside major tradeshows — for example, LATAM chapters are hosting a SITE NITE at IBTM Americas. This HQ–chapter collaboration shapes the industry and reaches members who can’t always attend a Global Conference.
This is only the beginning. Your feedback continues to guide how SITE evolves because everything we do flows from our community.
