Alrighty – it might be some time ago that you last heard that, but here at Teamstuff we think it’s about time you heard it again. But no, we haven’t changed missions in life, and no, we aren’t about to release a new sports oriented dating app……no, no we are not.
But we have just released our all new, world first Club Engagement feature, and it’s a beauty.
So here’s the problem ; if you’re a club of 500 people – how do you know if your club members actually like the club? How do you know whether they’ll be here next season? Or move to your rival club down the road?
Because I bet any money you already get feedback like such as
This is the worst run club I’ve ever been involved in.
Says the pushy parent who believes their child in the B’s deserves to be in the A’s. It’s human nature to be louder about the things we don’t like right? And maybe from time to time you also hear feedback more along this line;
My daughter has loved learning new skills and making new friends.
Says hopefully lots more of your club members.
But – it’s really hard to quantify what that means for your club – that’s just the outliers. How do you easily measure the ‘feeling’, ‘the vibe’ of the entire club? Well it turns out that’s a problem also faced by lots of organisations across the world, and there’s a solution out there. The solution is actually pretty simple, and you’ve almost certainly already used it in one context or another. It’s called Net Promoter Score, or NPS.
What is Net Promoter Score?
Have you ever been asked ‘Would you recommend this product/service/support to a friend?’. Often it happens after you’ve called up a bank, or booked a flight online – or made an insurance claim. It’s a great question isn’t it – because by definition, recommending something to a friend means you want to really consider a whole range of variables – and get a decent answer for your friend. You can respond with a number usually, but it’s just a scale of about 10 different levels of how likely you are to recommend. And the scale is divided into 3 parts;
Promoters – People who are definitely going to recommend you ( so they love you basically )
Passives – Those that are OK with what you do , but won’t go out of their way to tell anyone.
Detractors – Those that do not like you, and may even go out of their way to tell others.
If you have 500 responses from our club – how do we assess them as a group? Say we looked at those 500 and we have 150 Promoters, 100 Detractors and the rest in between?Here’s the beauty of NPS, there’s a super simple way of boiling down complexity into one easy number, and the formula is this;
Percentage of Promoters less Percentage of Detractors gives you the NPS ( for clubs.teamstuff.com – the Club Engagement ).
So in our example, we have 30% Promoters less 20% Detractors – our Club Engagement is 10.
Which might not sound like much, but here’s something interesting. In the corporate world, it’s considered that anything over zero is good. And industry leading numbers are in the +60 range. And to get that type of number – think Apple iPhone / Pokemon Go / teamstuff. ( OK, one of those might not fit there – we’ll let you choose which one 😉 )
NPS is a massive thing, with whole companies devoted to its implementation and its meaning. Google it to be swamped by information.
So let’s get back to Club Engagement. With a single click of the button, it’s possible now to meaningfully measure the loyalty / satisfaction / engagement of your club members. I know – where do you start right?
Login to your club administration portal at clubs.teamstuff.com.
Find this new menu item on the left;
And then your Club Engagement options open up. Since we’re starting, it will look like the following;
There’s no Satisfaction Score, no rating yet. But there is a big green button. Go on – hit it – you know you want to.
So as soon as you do; we’ll send out emails, and add alerts to mobile and web for your club members. And they’ll be asked “How likely are you to recommend this club to a friend?”. It’s super easy, takes your members just seconds. We will ask them once in the survey, and the survey stays open for about two weeks. So they’ll see something like the following screen:
They can slider the bar to any position they like, and optionally add a comment. That’s why this works – it’s so easy to respond to, and it’s not too intrusive ( like a survey is ).
Now, as your members see the question, they start responding, and you start getting the measurable and meaningful understanding of your club engagement. In the example below, we have 5 ratings, and our score is zero. Remember, that’s not too bad!
You can also see all the results, including comments, which gives you a great insight into what’s working and what’s not.
And there you have it. One click to turn it on, and suddenly you have access to one of the most powerful measurement techniques for Club Engagement. You can’t fix things unless you know they’re not working – Club Engagement now taps into the wisdom of your crowd – the engagement levels across all your members.
So what are you waiting for?
Late Breaking Update
We noticed that one of our clubs, the Hollywood Wildcats based in Florida found the feature within 20 minutes of it going live. Which is a great effort – but it’s the results seen within 24 hours that is the most incredible. We spoke to Coach Tom from the Wildcats because we were so impressed, and here’s his thoughts on what he’s seen so far.
The best thing about this feature are the (comments such as):
“I already recommended Wildcat to a parent because of the goalie clinics”
“Thanks to the coaches, my daughter has fallen in love with soccer, and wants to continue improving her skills”
comments that make you realize that all those evenings spent on the field and all those nights at the computer working for free just so that your Club improves were worth it.
Oh, and the Wildcats have a Club Engagement closing on ridiculously awesome ( 60+). So Coach Tom – think all that hard work is paying off – congratulations!