Taking Action with the Voice of the Scout

1. Taking Action with the Voice of the Scout 1

2. TOPICS 1 TRANSLATING NUMBERS TO THE EXPERIENCE 2 PROCESSING EXPERIENCES INTO ACTION 3 USE YOUR NETWORK 2

3. 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

4. Translating Numbers to the Experience 4

5. Experience Recovery: Always 1st to Address Turn on Reports! Respond To Recoveries! 5

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. Cases 13

14. 14

15. CUB SCOUT PARENTS 15

16. CUB SCOUT PARENTS 16

17. 17

18. DISTRICT COUNCIL VOLUNTEERS 18

19. Processing Experiences 19

20. 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

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

22. Uncovering Issues & Determining Actions Provide at Council Board Meetings Provide to Council Committees Provide during Staff Meeting And get ready for VOS Summary Reports by Districts coming soon! 22

23. Uncovering Issues & Determining Actions 23

24. If you had spare hour…. Where would your work matter most? 24

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

26. Drivers of Loyalty, Nationally-Aggregated “…I have many things in common with people that I wouldn't have had in common without Scouting.” (promoter) (SAMPLES) Socialize troops By creating more opportunities for joint projects. Organize or better promotion of district or council activities. Insert council NPS here. “Being in Scouting is a good use of my time.” National NPS 34% “…friends I never knew were Scouts are actually involved in the program…troops are too individual, there is little to no connection between the troops. .” (detractor) Membership/ Youth Growth Youth Retention Cub Scout Advancement “I thought it was boring at the beginning of the year. Now I think it is fun b/c I get to draw pictures and play games and stuff.” (detractor) (SAMPLES) Create a calendar of activities for outings for distribution at the first meeting to generate excitement. Incorporate more camping events in the calendar. Boy Scout Advancement “Cub Scouting is really fun.” National NPS 34% Via Parents “I would give this two strongly agrees if I could…it is really fun when we get to go camping with my mom and dad” (promoter) Insert council NPS here. 26

27. 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

28. Drivers of Loyalty, Nationally-Aggregated Audience participation What are YOUR ideas??? Send a note to “all” with your suggestion …we were starting to develop excellent programs toward empowering youth [as] recommended by the BSA…they were not valued/disappeared. Now the Scoutmaster administers everything, rendering assigned roles of leadership meaningless. (detractor) Insert council NPS here. “I understand the unique benefits Scouting provides to youth.” National NPS 44% Unit Leadership District Leadership Audience participation What are YOUR ideas??? Send a note to “all” with your suggestion “There is seriously more focus on increasing numbers than delivering a quality program.” (passive) Council Leadership “My council is doing everything it can to deliver quality programs to youth.” National NPS 56% “Overall, I think people mean the best, it's just that execution fails some.” (passive) Insert council NPS here. 28

29. Drivers of Loyalty, Nationally-Aggregated “The yearly charter is very painful. Boys records are often lost. The process is like starting over each and every year. This process needs to be fully automated.” (promoter) Audience participation What are YOUR ideas??? Send a note to “all” with your suggestion Insert council NPS here. “Our local council has made sponsoring a Scouting group simply and easy.” National NPS 53% When a 'New' unit is formed - a packet with ALL available information that would make a leaders job easier should be distributed.” (promoter) Membership/ Youth Growth Scouting…has great programs, but your chartering and registering is a MESS! Communications between the various scouting families is beyond bad.” (detractor) 29

30. Socializing VOS for Action 30

31. Leverage the Power of Processes in Place 31

32. CLOSING THE LOOP: Reconnect with Respondents To Our Valued Members, Parents, Volunteers and Chartered Organizations: Thank you for your time and insight your given us by responding to the Voice of the Scout surveys sent in March. It’s your experience that will guide Scouting into another 100 years of service to youth. Based on your feedback we know ____________ is one of the most important things about Scouting to you. Moving forward we are committed to providing (more/less)____________ and seeing it through to make sure Scouting is everything it should be to our youth, our families and our communities. We’ll continue to reach out to you every six months to see how we are doing. Thank you in advance for your feedback, it will drive us forward to serve you best! Yours In Scouting, [your council here] 32

33. Moving Forward: Next Steps • Make sure to all Experience Recoveries have been addressed. • Take actions on things that simple to address. • Identify trending issues in each NPS group for the Key Drivers (slide 18) • Create key actions to enhance Scouting for each segment. • Escalate issues that are out of council’s control to __________________. • Report back to members, parents and volunteers. • Outline promotion efforts for the fall cycle. • Make data collection and accuracy a priority. 33

34. 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

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