Taking Action with the Voice of the Scout

1. Taking Action with the Voice of the Scout 2012 National Annual Meeting Mike Watkins - Mission Impact Team Howard Olsen, Ph.D, CPA - M3 Planning 1

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

3. Translating Numbers to the Experience 4

4. NPS LANDING PAGE: See the Peaks and Valleys LEARN Response Rates NPS By Segments ASSESS BY SEGMENT Existing Outreach Existing Engagement 6

5. ASSESS OUTREACH: Response Rates are the VOS Lifeline ON RESPONSE STATISTICS If “Response Rate” ishigher 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

6. Building Confidence in the Data 95% Confidence Threshold/Population Size 22% 36% 48% 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. 58% 64% 72% 75% 73% 80% 8

7. 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

8. 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

9. ALL COMMENTS: Words can be mightier than the numbers! Score 1 Comment: Nocommunication. 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

10. 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

11. Case Study 13

12. VOS Interaction Cycle: Listen Learn Act Listening • Individuals receive surveys • once every six months. • Councils receive • Experience Recovery • Notices each time contact • is requested by • respondents. Learning • View results on the VOS Dashboard. • Define trends and rank impact. • Generate solutions and nominate best practices. Acting • Report on results. • Outline high-impact • change priorities • Integrate in Fall operations 20

13. Dashboard: Print to Review PDFs to Print Full XLS Downloads 21

14. 14

15. CUB SCOUT PARENTS 15

16. CUB SCOUT PARENTS 16

17. 19

18. Analyzing Your Council Data 19

19. Drivers of Loyalty, Nationally-Aggregated “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) (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. Insert council NPS here. “Scouting is the best program around to help youth become successful.” National NPS 63% “Leadership seems to have a hard time connecting.” (detractor) Membership/ Youth Growth Youth Retention “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) (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. Cub Scout Advancement “Scout meetings are a good use of my son’s time.” National NPS 31% “…meetings are the biggest challenge - making them relevant and fun - leaders make or break the program” (promoter) Insert council NPS here. 27

20. Key National Drivers of Loyalty by Segment Segment Audience Loyalty Driver #1 Loyalty Driver #2 25

21. Scout meetings are a good use of my son’s time. 27

22. Scouting is constantly reinforcing worthwhile values for my son. 27

23. Moving Forward: Next Steps • Identify trending issues in each NPS group for the Key Drivers • Create key actions to enhance Scouting for each segment. • Take actions on things that simple to address. • Report back to members, parents and volunteers. • Outline promotion efforts for the fall cycle. • Make data collection and accuracy a priority. 33

24. 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

25. LET THE VOICE OF THE SCOUT LEAD YOUR JOURNEY! 34