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.

12

Cases

13

14

CUB SCOUT PARENTS

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CUB SCOUT PARENTS

16

17

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 jte@scouting.org.

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We want to know.

LET THE VOICE OF THE SCOUT LEAD YOUR JOURNEY!

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