VOS Using Data notes by HC120730013219

VIEWS: 5 PAGES: 36

									Taking Action with the
Voice of the Scout
Council Presentation
April 2012




                         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”.


                                                               7
                         Building Confidence in the Data

                                95% Confidence Threshold/Population Size

22%                       110


36%                      90

48%                  72

58%
                    58
                                                I.e. 110 responses would result in 95%
                                              confidence that finding are representative of
64%             48                                      a total population of 500.
72%
               36
                                                 The smaller the population, the higher
75%
           30
                                                 proportion of responses are needed to
                                              achieve statistical confidence that feedback
73%
          22                                   is representative of the entire population.
80%
          16


      0                   50      100   150      200    250     300    350     400    450     500




                                                                                                    8
               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.


                                                                                             9
                    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




                                                                     10
           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


                                                                                        11
                  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




                    15
CUB SCOUT PARENTS




                    16
17
DISTRICT COUNCIL VOLUNTEERS




                              18
Processing Experiences


                         19
           VOS Interaction Cycle: Listen Learn Act

      Listening
•   Individuals receive surveys
    once every six months.                 Listening
•   Councils receive
    Experience Recovery                                    Learning
    Notices each time contact                          •   View results on the VOS
    is requested by                                        Dashboard.
    respondents.                      Learning
                                                       •   Define trends and rank
                                                           impact.

                                                       •   Generate solutions and
              Acting                       Acting          nominate best practices.
       •    Report on results.

       •   Outline high-impact
           change priorities

       •    Integrate in Fall operations


                                                                                      20
                Dashboard: Print to Review

PDFs to Print




                              Full XLS Downloads




                                                   21
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!




                                                           22
Uncovering Issues & Determining Actions




                                          23
If you had spare hour…. Where would your work
matter most?




                                                24
                   Key National Drivers of Loyalty by Segment

Segment Audience          Loyalty Driver #1         Loyalty Driver #2




                                                                        25
                                                      Drivers of Loyalty, Nationally-Aggregated


              “…I have many things in
                                                                                         (SAMPLES)
              common with people that I
              wouldn't have had in
                                                                       Insert council    Socialize troops
              common without
              Scouting.” (promoter)               “Being in              NPS here.       By creating more
                                                                                         opportunities for
                                                 Scouting is a
                                                                                         joint projects.
                “…friends I never knew           good use of
                were Scouts are actually          my time.”                              Organize or better
                involved in the
                                                                                         promotion of
                program…troops are too
                                                 National NPS                            district or council
                individual, there is little to
                                                     34%                  Membership/    activities.
                no connection between
                the troops. .” (detractor)                                Youth Growth
                                                                          Youth
                                                                          Retention
                                                                          Cub Scout
              “I thought it was boring                                    Advancement    (SAMPLES)
              at the beginning of the
                                                                          Boy Scout
              year. Now I think it is                                                    Create a calendar
              fun b/c I get to draw                  “Cub                 Advancement
                                                                                         of activities for
              pictures and play                    Scouting
Via Parents




                                                                                         outings for
              games and stuff.”                    is really                             distribution at the
              (detractor)
                                                      fun.”                              first meeting to
                   “I would give this two                                                generate
                   strongly agrees if I                                                  excitement.
                                                 National NPS
                   could…it is really fun
                                                     34%              Insert council
                   when we get to go                                                     Incorporate more
                   camping with my mom                                  NPS here.        camping events in
                   and dad” (promoter)                                                   the calendar.



                                                                                                               26
                                                   Drivers of Loyalty, Nationally-Aggregated


“Although the Scouting                                           (SAMPLES)
program is good, the
implementation of it in                                          Encourage
                                               Insert council    commissioner to
our area isn't building
                            “Scouting is the     NPS here.       coach for increased
boys into leaders.
                             best program                        use of patrol method
They are not being                                               and youth leadership
taught to nor                around to help
empowered to lead.”          youth become                        Invite community
(detractor)                   successful.”                       subject matter experts
                              National NPS                       to teach merit badges
 “Leadership seems to             63%                            and mix up meeting
 have a hard time                                 Membership/    tempo.
 connecting.” (detractor)                         Youth Growth

                                                  Youth
“Den meetings are                                 Retention
                                                                 (SAMPLES)
great. The pack ones                              Cub Scout
are excruciating. So                              Advancement    Encourage pack leader
drawn out. The kids in                                           attendance at
                               “Scout                            roundtable to learn fun
my sons den get bored
                             meetings are                        ideas for den and pack
& don’t pay attention.”                                          meetings.
(promoter)                  a good use of
 “…meetings are the         my son’s time.”                      Schedule a parent
                              National NPS                       meting to brainstorm
 biggest challenge -                                             ways to make meetings
                                  31%
 making them relevant                                            more interesting and/or
                                               Insert council    fun for them and
 and fun - leaders
 make or break the                               NPS here.       Scouts.
 program” (promoter)



                                                                                           27
                                                Drivers of Loyalty, Nationally-Aggregated


…we were starting to                                                     Audience
develop excellent                                                       participation
programs toward                                       Insert council
empowering youth [as]      “I understand the            NPS here.
recommended by the          unique benefits                            What are YOUR
BSA…they were not                                                        ideas???
valued/disappeared.
                                Scouting
Now the Scoutmaster            provides to
administers everything,          youth.”                               Send a note to
rendering assigned           National NPS                              “all” with your
roles of leadership              44%                                    suggestion
                                                         Unit
meaningless. (detractor)                                 Leadership

                                                         District
                                                         Leadership
“There is seriously                                                      Audience
                                                         Council
more focus on                                                           participation
                                                         Leadership
increasing numbers           “My council is
than delivering a          doing everything
quality program.”                                                      What are YOUR
                            it can to deliver
(passive)                                                                ideas???
                           quality programs
“Overall, I think people        to youth.”
                             National NPS                              Send a note to
mean the best, it's just
that execution fails             56%                  Insert council   “all” with your
some.” (passive)                                        NPS here.       suggestion




                                                                                            28
                                                                 Drivers of Loyalty,
                                                                 Nationally-Aggregated

“The yearly charter is
very painful. Boys
records are often lost.
The process is like
starting over each and                                         Audience
every year. This
process needs to be                          Insert council   participation
fully automated.”                              NPS here.
(promoter)
                              “Our local                        What are
When a 'New' unit is         council has
formed - a packet with
                           made sponsoring                        YOUR
ALL available
information that would
                             a Scouting        Membership/      ideas???
make a leaders job          group simply       Youth Growth
easier should be             and easy.”
distributed.” (promoter)                                      Send a note to
                            National NPS
Scouting…has great              53%                           “all” with your
programs, but your
chartering and                                                 suggestion
registering is a MESS!
Communications
between the various
scouting families is
beyond bad.”
(detractor)




                                                                                         29
Socializing VOS for Action


                             30
Leverage the Power of Processes in Place




                                           31
             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.




                                                                               33
           Seeing the Forest through the Trees.


   NEED MORE ASSISTANCE FOR TAKING ACTION ON VOS?

1. Sign up for the VOS elective at the National Annual Meeting

   AND/OR

2. Schedule a :20 minute coaching session (April 30-May 4 only)
   for VOS Staff and Volunteer Champions by emailing
   michael.watkins@scouting.org




                                                                  34
We want to know.


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.




                                                    34
LET THE VOICE OF THE SCOUT LEAD YOUR JOURNEY!




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