Rapids Youth Soccer is excited to announce that in fall 2020 the Club registered its highest ever Net Promoter Score (NPS) of 48%, doubling our total score from 2019!
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.
With over 40% response rate, we saw an astounding jump from a 24% NPS in the fall of 2019 to a 48% NPS this past fall 2020 season! 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. Your satisfaction lets us know that we are on the right track and gives us confidence that 2021 can be the best year at Rapids Youth Soccer Club yet! Check out some of the numbers that define our accountability factors and look forward to more improvements in 2021 at CRYSC.
Compared to the competition:
Companies, big and small, use the Net Promoter Score to rate the likelihood of their members to recommend them to friends and family.
NPS scores are measured with a single question survey and reported with a number from -100 to +100, with a higher score being more desirable. NPS is often held as the gold standard in customer experience metrics.
Here is CRYSC’s NPS question: How likely is it that you would recommend Rapids Youth Soccer Club to a friend or colleague? Answers are collected on the Likert scale from 1 (not at all likely) to 10 (very likely).
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.
To the right, you can see how a 48% Net Promoter Score relates to brands you may recognize. Source.
Additional 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 and 2020!
CRYSC “Player Enjoyment” score rose .2%!
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 rose .1%!
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 Quality” score rose .2%!
My player’s coach provided a quality soccer experience. Our niche at Rapids Youth Soccer is Developing Remarkable Coaches. It’s important that we continue to develop and improve our coaches every season, as they are the front lines of team and individual development and team growth.
CRYSC “Coach Communication” rose .4%!
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” rose .3%!
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.
CRYSC COVID-19 response ratings:
Due to COVID-19 and the impact it has had on operations and safety, we felt it necessary to rate additional statements related to how we handled policies, procedures, and protocols. Again, these two statements were based on a Likert Scale of 1 (Strongly Disagree) to 5 (Strongly Agree).
- Statement 1: I believe Rapids Youth handled the overall response to COVID-19 with the safety and welfare of my child in mind.
- Statement 2: I felt well-informed regarding policies and procedures involved in returning to play.
While we do not have any historical data to compare this to, we do feel strongly that 4.41 and 4.36 out of 5 are reasonably successful numbers to continue to build upon.