taking action with the voice of the scout · 2013. 11. 25. · voice of the scout surveys sent in...
TRANSCRIPT
Taking Action with the
Voice of the Scout
1
TOPICS
1 TRANSLATING NUMBERS TO THE EXPERIENCE
2 PROCESSING EXPERIENCES INTO ACTION
3 USE YOUR NETWORK
2
OUTCOMES
1 GAIN CLARITY ON HOW TO “READ” THE NUMBERS
2 KNOWING THE KEY MILESTONES TO ANY VOS CYCLE
3 UNDERSTANDING HOW VOS SHOULD FACTOR INTO DECISION-MAKING
4 LEVERAGING YOUR NETWORK FOR VOS-DRIVEN ACTION
3
Translating Numbers
to the Experience
4
Experience Recovery: Always 1st to Address
Turn on Reports!
Respond To Recoveries!
5
NPS LANDING PAGE: See the Peaks and Valleys
LEARN
Response Rates
NPS By Segments
ASSESS BY SEGMENT
Existing Outreach
Existing Engagement
6
ASSESS OUTREACH: Response Rates are the VOS Lifeline
ON RESPONSE STATISTICS
If “Response Rate” is higher than other audiences- consider the information coming from this audience with more confidence to represent the norm.
If “Response Rate” is lower- hone the way you connect with this audience, and make sure they understand the importance of their insight for this program.
If “Available to Survey” is substantially less than “Total Respondents” work on getting accurate emails collected.
*Your Email Saturation Rate is “Available to Survey”
divided by “Total Registrants”.
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16
22
30
36
48
58
72
90
110
0 50 100 150 200 250 300 350 400 450 500
Building Confidence in the Data
95% Confidence Threshold/Population Size
I.e. 110 responses would result in 95%
confidence that finding are representative of
a total population of 500.
The smaller the population, the higher
proportion of responses are needed to
achieve statistical confidence that feedback
is representative of the entire population.
22%
36%
48%
58%
64%
72%
75%
73%
80%
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ASSESS LOW NPS SCORES: “If there’s smoke…”
DIVE DOWN INTO THE DATA USING NPS SCORES
Deep dive into low NPS segments by clicking on the tile to get to the Year-To-Date screen. Set an intention to manage defensive tendencies when reading and addressing low NPS reports.
Look at high NPS segments to support the good work being done, click on the tile to see specific experiences in the Year-To-Date screen that matter to your most vocal supporters. Make sure staff & volunteers know what works for your council’s high NPS segment audiences.
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THE YEAR-TO-DATE SCREEN: Context is Everything
LEARN
Note Area/ “One Above” Performance
Note National Performance
Rank the Driver Averages
ASSESS VIA
Performance Cluster Position
Comment Boxes
Low-Performing Drivers and associated comments
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ALL COMMENTS:
Words can be mightier than the numbers!
Score 1 Comment:
No communication. Our 2
scout leaders just quit
showing up to our meetings.
They did not let us know
anything. We were
supposed to be working on
the badges but events were
never planned. Also one of
our leaders took the boys
books up and started
signing that we had
completed certain activities
when we had not done
those activities.
ASSESS Look at trending issues by NPS grouping comments
Begin to prioritize solutions based on impact levels & available resources
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GET TO THE TOP OF THE MATTER: SEE THE BEST 10%
LEARN
National Rank
Region Top Reps
ASSESS
Seek Ideas / Solutions
from Councils with Common ties of size,
geography or resource strength.
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Cases
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CUB SCOUT PARENTS
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CUB SCOUT PARENTS
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DISTRICT COUNCIL VOLUNTEERS
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Processing Experiences
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VOS Interaction Cycle: Listen Learn Act
Listening
Learning
Acting Acting
Learning
Listening • Individuals receive surveys once every six months.
• Councils receive Experience Recovery Notices each time contact is requested by respondents.
• View results on the VOS Dashboard.
• Define trends and rank impact.
• Generate solutions and nominate best practices.
• Report on results. • Outline high-impact change priorities • Integrate in Fall operations
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Dashboard: Print to Review
PDFs to Print
Full XLS Downloads
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Uncovering Issues & Determining Actions
Provide at Council Board Meetings
Provide to Council Committees
Provide during Staff Meeting
And get ready for VOS Summary Reports
by Districts coming soon!
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Uncovering Issues & Determining Actions
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If you had spare hour…. Where would your work matter most?
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Key National Drivers of Loyalty by Segment
Cub Scouts Scouting is really fun. I learn new things in my den meetings.
Cub Scout Parents Scout meetings are a good use of my son’s time. Scouting is consistently reinforcing worthwhile
values for my son.
Boy Scouts Scouting makes me feel like I am a part of
something bigger than myself. Our meetings are a good use of my time.
Boy Scout Parents Scouting is the best program around to help
youth become successful in life. Scout meetings are a good use of my son’s
time.
Youth-Facing Volunteers
I understand the unique benefits that Scouting provides to today’s youth.
I have support from other leaders that helps me be an effective Scout leader.
District & Council Volunteers
My district/council is doing everything it can to delivery quality programs to Scouts
I understand the unique benefits that Scouting provides to today’s youth.
Chartered Organizations
Our local council has made sponsoring a Scouting group simple and easy.
Scouting has provided a way for my organization to impact the lives of youth.
Segment Audience Loyalty Driver #1 Loyalty Driver #2
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Drivers of Loyalty, Nationally-Aggregated
“Being in
Scouting is a
good use of
my time.”
National NPS
34%
“Cub
Scouting
is really
fun.”
National NPS
34%
Insert council
NPS here.
“…I have many things in
common with people that I
wouldn't have had in
common without
Scouting.” (promoter)
“…friends I never knew
were Scouts are actually
involved in the
program…troops are too
individual, there is little to
no connection between
the troops. .” (detractor)
“I thought it was boring
at the beginning of the
year. Now I think it is
fun b/c I get to draw
pictures and play
games and stuff.” (detractor)
“I would give this two
strongly agrees if I
could…it is really fun
when we get to go
camping with my mom
and dad” (promoter)
Via
Pa
ren
ts
Membership/
Youth Growth
Youth
Retention
Cub Scout
Advancement
Boy Scout
Advancement
Insert council
NPS here.
(SAMPLES)
Socialize troops
By creating more
opportunities for
joint projects.
Organize or better
promotion of
district or council
activities.
(SAMPLES)
Create a calendar
of activities for
outings for
distribution at the
first meeting to
generate
excitement.
Incorporate more
camping events in
the calendar.
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Drivers of Loyalty, Nationally-Aggregated
“Scouting is the
best program
around to help
youth become
successful.” National NPS
63%
Insert council
NPS here.
Insert council
NPS here.
“Scout
meetings are
a good use of
my son’s time.” National NPS
31%
“Although the Scouting
program is good, the
implementation of it in
our area isn't building
boys into leaders.
They are not being
taught to nor
empowered to lead.” (detractor)
“Leadership seems to
have a hard time
connecting.” (detractor)
“Den meetings are
great. The pack ones
are excruciating. So
drawn out. The kids in
my sons den get bored
& don’t pay attention.” (promoter)
“…meetings are the
biggest challenge -
making them relevant
and fun - leaders
make or break the
program” (promoter)
Membership/
Youth Growth
Youth
Retention
Cub Scout
Advancement
(SAMPLES) Encourage commissioner to coach for increased use of patrol method and youth leadership Invite community subject matter experts to teach merit badges and mix up meeting tempo.
(SAMPLES) Encourage pack leader attendance at roundtable to learn fun ideas for den and pack meetings. Schedule a parent meting to brainstorm ways to make meetings more interesting and/or fun for them and Scouts.
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Drivers of Loyalty, Nationally-Aggregated
“I understand the
unique benefits
Scouting
provides to
youth.” National NPS
44%
Insert council
NPS here.
Insert council
NPS here.
“My council is
doing everything
it can to deliver
quality programs
to youth.” National NPS
56%
“There is seriously
more focus on
increasing numbers
than delivering a
quality program.” (passive)
“Overall, I think people
mean the best, it's just
that execution fails
some.” (passive)
…we were starting to
develop excellent
programs toward
empowering youth [as]
recommended by the
BSA…they were not
valued/disappeared.
Now the Scoutmaster
administers everything,
rendering assigned
roles of leadership
meaningless. (detractor) Unit
Leadership
District
Leadership
Council
Leadership
Audience
participation
What are YOUR
ideas???
Send a note to
“all” with your
suggestion
Audience
participation
What are YOUR
ideas???
Send a note to
“all” with your
suggestion
28
Drivers of Loyalty, Nationally-Aggregated
“Our local
council has
made sponsoring
a Scouting
group simply
and easy.”
National NPS
53%
Insert council
NPS here.
“The yearly charter is
very painful. Boys
records are often lost.
The process is like
starting over each and
every year. This
process needs to be
fully automated.” (promoter)
When a 'New' unit is
formed - a packet with
ALL available
information that would
make a leaders job
easier should be
distributed.” (promoter)
Scouting…has great
programs, but your
chartering and
registering is a MESS!
Communications
between the various
scouting families is
beyond bad.” (detractor)
Membership/
Youth Growth
Audience
participation
What are
YOUR
ideas???
Send a note to
“all” with your
suggestion
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Socializing VOS for Action
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Leverage the Power of Processes in Place
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CLOSING THE LOOP: Reconnect with Respondents
To Our Valued Members, Parents, Volunteers and Chartered Organizations:
Thank you for your time and insight your given us by responding to the
Voice of the Scout surveys sent in March. It’s your experience that will
guide Scouting into another 100 years of service to youth.
Based on your feedback we know ____________ is one of the most important
things about Scouting to you. Moving forward we are committed to providing
(more/less)____________ and seeing it through to make sure Scouting is everything
it should be to our youth, our families and our communities.
We’ll continue to reach out to you every six months to see how we are doing.
Thank you in advance for your feedback, it will drive us forward to serve you best!
Yours In Scouting,
[your council here] 32
Moving Forward: Next Steps
1. Make sure to all Experience Recoveries have been addressed.
2. Take actions on things that simple to address.
3. Identify trending issues in each NPS group for the Key Drivers (slide 18)
4. Create key actions to enhance Scouting for each segment.
5. Escalate issues that are out of council’s control to __________________.
6. Report back to members, parents and volunteers.
7. Outline promotion efforts for the fall cycle.
8. Make data collection and accuracy a priority.
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Your feedback is a gift to us as well.
Going forward it’s important to get things right.
We listen, we’ll learn, we’ll act.
Email us at [email protected].
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We want to know.
LET THE VOICE OF THE SCOUT LEAD YOUR JOURNEY!
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