Taking Action with the Voice of the Scout

Taking Action with the Voice of the Scout

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TOPICS

1 TRANSLATING NUMBERS TO THE EXPERIENCE

2 PROCESSING EXPERIENCES INTO ACTION

3 USE YOUR NETWORK

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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

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Translating Numbers to the Experience

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Experience Recovery: Always 1st to Address

Turn on Reports!

Respond To Recoveries!

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NPS LANDING PAGE: See the Peaks and Valleys

LEARN

Response Rates

NPS By Segments

ASSESS BY SEGMENT

Existing Outreach

Existing Engagement

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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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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 SCORESDeep 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

LEARNNote Area/ “One Above”

PerformanceNote National Performance

Rank the Driver Averages

ASSESS VIAPerformance 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%

LEARNNational Rank

Region Top Reps

ASSESSSeek 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

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 Reportsby 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

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 NPS34%

“Cub Scouting is really

fun.”

National NPS34%

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

Par

ents

Membership/ Youth GrowthYouth RetentionCub ScoutAdvancement

Boy ScoutAdvancement


(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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“Scouting is the best program around to help youth become successful.”National NPS

63%



“Scout meetings are a good use of my son’s time.”

National NPS31%

“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 ScoutAdvancement

(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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“I understand the unique benefits

Scouting provides to

youth.”National NPS

44%



“My council is doing everything it can to deliver

quality programs to youth.”

National NPS56%

“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

DistrictLeadership

CouncilLeadership

Audience participation

What are YOUR ideas???

Send a note to “all” with your

suggestion


What are YOUR ideas???


suggestion

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“Our local council has

made sponsoring a Scouting

group simply and easy.”

National NPS53%


“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


What are YOUR

ideas???


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 everythingit 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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Taking Action with the Voice of the Scout

Documents

Transcript of Taking Action with the Voice of the Scout