20122012 SpringSpring VoiceVoice ofof thethe ScoutScout HighlightsHighlights TheThe VoiceVoice ofof thethe ScoutScout (VOS)(VOS) inauguralinaugural membermember feedbackfeedback programprogram launchedlaunched thisthis March,March, inin aa first-everfirst-ever efforteffort toto hearhear whatwhat Scouts,Scouts, parents,parents, volunteersvolunteers andand charteringchartering organizationsorganizations areare experiencingexperiencing acrossacross 218218 participatingparticipating councils.councils. ModeledModeled afterafter thethe NetNet PromoterPromoter ScoreScore™™ (NPS)(NPS) methodology,methodology, thethe VoiceVoice ofof thethe ScoutScout (VOS)(VOS) measuresmeasures thethe tendencytendency ofof itsits membersmembers toto referrefer ScoutingScouting programsprograms toto others.others. TheThe ultimateultimate goalgoal ofof thethe VoiceVoice ofof thethe ScoutScout isis toto createcreate experiencesexperiences soso positivepositive andand powerfulpowerful thatthat subsequentsubsequent referralsreferrals andand positivepositive wordword ofof mouthmouth leadlead toto accomplishingaccomplishing “the“the mainmain thing”…thing”… membershipmembership growth.growth. Are we delivering a quality scouting experience? working well needs improvement The percentage of Boy The percentage of The percentage of The percentage of Boy Scout parents who Cubs who are excited parents, who were Scout parents who agree that Scouting is 90% 83% about their next rank detractors, that think 60% 51% think that meetings are reinforcing badge. meetings were boring, a good use of their worthwhile values. not organized, sons' time. disappointing, not fun. The percentage of Boy The percentage of Boy The percentage of Cub Scout The percentage of Scouts who agree that Scouts who agree that parents who think that their volunteers who think the life skills that they 89% 82% Scouting includes sons are learning skills in 46% 35% that attending have learned in Scouting activities that they are Scouting that could not be roundtables help them are very valuable. interested in. learned anywhere else. become better leaders. The percentage of For more detail, see the VOS Volunteers are challenged to support delivery because the volunteers who 95% 2012 Spring Research Report organization has too much red tape, inconsistent rules and understand the unique on scouting.org/jte in the benefits that Scouting Voice of the Scout section excessive paperwork. Cost to be a volunteer and a shortage provides to today's youth. under Findings and Analysis. of leaders were top areas for improvement. Percentage indicates those that responded “agree” or “strongly agree” What is most important to their experience? Based on a set of seven, statistically proven attributes, those shown in the biggest font are 3-4 times more likely to impact the tendency of members to recommend Scouting to others. When councils have an extra hour to focus on improving member experience, resources should be applied to these activities. YOUTH Parents volunteers charter orgs “program for youth “Receives other leaders’ “Really fun” “It’s a Way for to become support to be an my org to have “Learn new things” successful in life” effective Scout leader” an impact” “Meetings are a “district/council is “Easy & simple “Meetings are a doing everything it good use of time” good use of time” to sponsor HIGHEST IMPACT can to deliver a group” HIGHEST IMPACT “Reinforces values” quality programs” “Great outdoor activities” “Learning unique skills” “Roundtables” “council and “Earning belt loops, “council customer service” awards, next rank” “Activities my son enjoys” district interaction” “Tools & resources “Learning life skills” “Great value“ To be a good leader” “Good understanding “Activities I'm “Opportunity to volunteer” “Board/committee is effective” of our responsibilities” LOWER IMPACT interested in” LOWER IMPACT What are they saying? Parents Volunteers Cub Scout Cub Scout Charter Orgs “Programs are too bureaucratic and “Although the Scouting program is complicated. They need to be simplified “We have so much fun. I slept at a good, the implementation of it in our “The pack meetings aren't fun “This question assumes that and made more compatible with reality of zoo overnight, went camping in a area isn't building boys into leaders. everybody runs around yelling chartering relates to Scouting. the youth.” cabin and now I get to go camping They are not being taught nor and people are mean to me. I Scouting is Scouting and has great in a tent. I love earning belt loops, empowered to lead.” don't get awards anymore, and programs, but your chartering and too. It's fun.” I don't have fun.” registering is a MESS! Parents Communications between the Boy Scout various Scouting families is beyond Charter Orgs “It is a program that gives boys a wholesome Volunteers bad. Get it cleaned up!” “Once you get into 6th and 7th well-rounded experience. Boys learn to serve grade, the meetings are and think of others besides themselves. It also “The Boy Scouts is beyond “The Boy Scout program is an repeating over and over. I draws families closer and builds friendships Boy Scout compare in the leadership excellent source for our youth. know we are supposed to that can last a lifetime. As a single mom, it and training opportunities it Having excellent, able, and willing lead new/younger Scouts but provided me a way to show my boys 'the world' provides to youth, and volunteers makes that happen. If I “I would never have scuba it would be good to have and we traveled to places I could never have sponsoring a BSA unit is a know someone and they are dived, flown in a World War II activities that are new at afforded on my own. It builds memories and rewarding and easy way for interested, it only helps the bomber, gone on a navy sub, meetings for older troop character. I am proud to be a part of this an organization to enhance program continue to be as good as rock climbed a 3-story rock members.” organization that teaches reverence not only to their community it is.” mountain, got to meet the BSA God, but to the flag and to give respect to those involvement.” driver of the indy car, got extra who have served our country.” credit in high school for taking merit badge classes. This is just to name a few!!!!!” To read specific comments from your members, go to the Voice of the Scout Dashboard on myscouting.org WHo is getting the best experience? NATIONAlNATIONAl npsnps™ ™ Cub Scouts: 39% Charter Organizations: 52% Boys Scouts: 34% District/council volunteers: 56% 46%46% Cub Scout parents: 31% Boy Scout parents: 63% youth-facing volunteers: 43% An NPS of 46 percent is a net score with promoters ranging 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% from 50% to 71% of their respective customer groups. Focusing on those activities that have a significant impact “How“How likelylikely areare youyou toto recommendrecommend ScoutingScouting toto friendsfriends oror familyfamily withwith Scout-ageScout-age children?”children?” on the member experience will increase the number of promoters. See the section “What is most important to their experience?” for more insight. Not at all likely Very likely NPS % = % OF PROMOTERS - % OF detractors To see your council’s NPS score, go to the Voice of the Scout Those who are highly likely to recommend Scouting to others are considered “Promoters” by responding to the loyalty Dashboard on myscouting.org question with a 9 or 10. Survey respondents who are wavering score Scouting at 7 or 8 and are classified as “Passively Satisfieds”, and “Detractors” are those who score Scouting at 0-6 and would most likely not recommend Scouting. who is delivering the best scouting experience? Alapaha Area: Valdosta, GA Great Trail: Akron, OH Otschodela: Oneonta, NY Anthony Wayne Area: Fort Wayne, IN Heart of America: Kansas City, MO Ozark Trails: Springfield, MO 1818 Blue Grass: Lexington, KY Jayhawk Area: Topeka, KS Patriots' Path: Florham Park, NJ Buckeye: Canton, OH Jersey Shore: Toms River, NJ Piedmont: Piedmont, CA eliteelite councilscouncils Calcasieu Area: Lake Charles, LA La Salle: South Bend, IN Pine Tree: Portland, ME Those that achieved Gold Calumet: Munster, IN Lincoln Heritage: Louisville, KY Samoset: Weston, WI benchmarks and 11% (or more) responded, achieved Capitol Area: Austin, TX Long Beach Area: Long Beach, CA Santa Clara County: San Jose, CA the national response rate. Central New Jersey: Dayton, NJ Los Padres: Santa Barbara, CA South Texas: Corpus Christi, TX Chattahoochee: Columbus, GA Louisiana Purchase: Monroe, LA Southeast Louisiana: New Orleans, LA Cherokee Area: Bartlesville, OK Mecklenburg County: Charlotte, NC Southern New Jersey: Millville, NJ Chester County: West Chester, PA Mid-Iowa: Des Moines, IA Stonewall Jackson Area: Waynesboro, VA Coastal Carolina: Charleston, SC Minsi Trails: Lehigh Valley, PA Suffolk County: Medford, NY Connecticut Yankee: Milford, CT Monmouth: Morganville, NJ Transatlantic: Livorno, IT Crossroads of America: Indianapolis, IN Monterey Bay Area: Salinas, CA W.D. Boyce: Peoria, IL 60% or more of members Del-Mar-Va: Wilmington, DE New Birth of Freedom: Mechanicsburg, PA West Central Florida: Seminole, FL have email addresses in Evangeline Area: Lafayette, LA Northeast Illinois: Highland Park, IL Westark Area: Fort Smith, AR PAS = Silver JTE Far East: Tokyo, JA Northeastern Pennsylvania: Moosic, PA 45% or higher council NPS score = Gold JTE Flint River: Griffin, GA Ohio River Valley: Wheeling, WV WHO DID WE LEARN FROM? 11% Is the data valid? Yes. For the statistical detail, see