Club Net Promoter Score Update: Fall 2021
Posted by: CRYSC Marketing & Communications
This fall season, Rapids Youth Soccer registered a Net Promoter Score (NPS) of 36%!
Over the years, Rapids Youth Soccer has focused heavily on getting our member’s feedback and holding ourselves accountable to our members and the service we provide. A few years ago, we implemented a Net Promoter Score system which allowed our members to essentially give us a grade at the end of every season.
Net Promoter Score is the gold standard for indicating a positive or negative customer experience, as well as an organization’s potential for future growth. The higher the number, the better that organization has served its community throughout the year and strengthened its standing within the industry. It’s a number that businesses can take pride in, as nearly every Fortune 500 and major company in the United States participates.
The continued mission of the Club is to offer a terrific soccer experience where “The Heart Behind the Crest” can be felt beating in all that we do. We can’t thank our community, coaches, and staff enough for making that vision a reality. Check out some of statistics from the 2021 Fall Postseason Survey below!
Areas we measure ourselves:
While Net Promoter Score is ultimately the grade we receive each season, we do track other metrics on a Likert Scale of 1 (Strongly Disagree) to 5 (Strongly Agree). Check out the statements we ask our community to rate us on each year and compare your responses from 2019, 2020, and spring 2021!
CRYSC “Player Enjoyment” score fell .1% in fall 2021
My player enjoyed their overall experience this season. A player’s experience trumps all wins and losses and is the most valuable way to understand the enjoyment from players, parents, and coaches.
CRYSC “Player Improvement” score fell .1% fall 2021
My player improved as a soccer player this season. We want every player to end the season better than they started. As one of only five questions, we value improvement of each player above any wins/losses.
CRYSC “Coach Communication” fell .1% in fall 2021
I am happy with the communication from my child’s head coach this season. At CRYSC, we believe quality and timely communication can not only deter 90% of all problems, but improve the overall experience and development of our players. Communication from your child’s coach is a vital resource to building and maintaining a positive team culture.
CRYSC “Staff Communication” fell .1% in fall 2021
I am happy with the communication from the Rapids Youth staff this season (all non-head coach communication). Communication from the coach is massively important, but coming in a close second is communication from our staff and employees. Making sure you have all the information you need in a timely fashion is a core value of CRYSC.