Customer Satisfaction Survey Results 2016

We’re committed to providing great customer service to the players and families at Cincy SC. One method we use to help achieve that goal is our annual Cincy SC Customer Satisfaction Survey. We’re not statisticians, but we think it’s fair to conclude that Cincy SC’s 2016 results look pretty darn good. Here’s an overview of the results and our action plans.

First, some stats and context:

• 52% of our families responded between Oct 11-Oct 25, which is pretty phenomenal in and of itself.
• 91% of our respondents would recommend Cincy SC to a friend (awesome!)
• We filtered the data by team and will share with our coaches so they can learn and improve.

The big picture:

So what does that mean? This question is a business industry standard and it allows you to calculate a Net Promoter Score (NPS). An NPS above 0 is considered “good” as that means you have more promoters (9’s and 10’s) than detractors (0-6’s). A score of 50 is considered excellent. Probably our most comparable educational institution, Harvard Business School, has an NPS of 41. Ours is an EPIC 59!

We joke that the two most important outcomes of our training sessions is that somebody pukes and somebody passes out. Really it’s that our players are learning and they are having fun doing it. So we asked our parents if how much they agreed with the following statements: “My child is learning” and “My child is having fun.”

Since this is our 2nd year, we have some internal data to use as a benchmark. Here’s what this year’s results look like compared to last year:

We were pretty stoked about last year’s survey results, so we’re certainly not bummed out to see this year’s in comparison, or with our huge NPS improvement from 35 to 59. Our second year of tryouts saw us grow by 73% and we knew that kind of growth would be difficult to manage successfully. These results tell us we’re getting a lot of stuff right.

We also recognize that each family’s experience is unique and summarized results don’t necessarily reflect their personal feelings. Anthropologist Margaret Mead said, “Always remember that you are absolutely unique. Just like everyone else.” And Mark Twain would probably question the summary altogether since, “All generalizations are false, including this one.”

We also asked what our families liked about our club, and what they’d like to see us work on.

What they liked:

• Our EPIC core values, and how we applied them in day-to-day decisions.
• Our professional coaches, and their passion for coaching and for soccer.
• Our training.
• Our focus on player development over winning games.
• Our communications.
• Our sense of Community as a club and attending tournaments as an entire club.
• Social events like our Meet the Club night, FC Cincy game, and End-of-Season party.
• “Extras” like our Friday Night Pickup, goalkeeper training, and names on t-shirts.

What we need to work on:

• Providing the right level of competition for each team.
• Developing our coaches & trainers.
• Improving play on the field and results.

The responses have led to some great discussions and we have action plans to build on what’s working as well as well as addressing the improvement areas.

Finally, we believe that feedback is a gift and we wanted to express our sincere thanks for those who responded. Feel free to share your comments or questions on this post or reach out to us.

Who are we!? Cincy SC!!!