Competitive Clubs - Customer Surveys?

[Guest]

Now that my kids are in college and are officially out of the twisted and dysfunctional culture of Oregon youth soccer, I've now have the perspective I wish I had before I got them involved in club soccer in Portland. We've been with multple clubs throughout the years and I am amazed that not a single club had ever issued a customer survey after each year we committed to the club. In my opinion, these clubs are providing a service. Wouldn't they want to get feedback from their members regarding their experience with their coaches to improve the customer experience? Have any of you parents out there ever received a customer survey? Why don't the clubs do this?

[Guest]

Because they don't know what a Net Promoter Score is, nor would they know how to get one :)

[Guest]

Now that my kids are in college and are officially out of the twisted and dysfunctional culture of Oregon youth soccer, I've now have the perspective I wish I had before I got them involved in club soccer in Portland. We've been with multple clubs throughout the years and I am amazed that not a single club had ever issued a customer survey after each year we committed to the club. In my opinion, these clubs are providing a service. Wouldn't they want to get feedback from their members regarding their experience with their coaches to improve the customer experience? Have any of you parents out there ever received a customer survey? Why don't the clubs do this?

Very good question. I’ve not received a survey from either of the two clubs we’ve been a part of.

I think the obvious answer is, they don’t actually want to know what their customers actually think because it might imply that they would take the info and change things.

[Guest]

You spent all this time and don’t realize they don’t care about you or your opinion

they only care about our checkbooks

[Guest]

You spent all this time and don’t realize they don’t care about you or your opinion

they only care about our checkbooks

While I’ve been generally satisfied with our club experience, there is very little incentive to change at this point.

[Guest]

Now that my kids are in college and are officially out of the twisted and dysfunctional culture of Oregon youth soccer, I've now have the perspective I wish I had before I got them involved in club soccer in Portland. We've been with multple clubs throughout the years and I am amazed that not a single club had ever issued a customer survey after each year we committed to the club. In my opinion, these clubs are providing a service. Wouldn't they want to get feedback from their members regarding their experience with their coaches to improve the customer experience? Have any of you parents out there ever received a customer survey? Why don't the clubs do this?

United PDX has done this for awhile. Recently, NWE gave out both a parent and player survey.

[Guest]

Because they don't know what a Net Promoter Score is, nor would they know how to get one :)

True, I forgot that the majority of youth soccer coaches didn't go to college or attended community colleges or attended non-selective colleges. They were all about reliving their high school or community college soccer sucesses, so how would they begin to understand NPS or the value of customer experiences.

[Guest]

United PDX has done this for awhile. Recently, NWE gave out both a parent and player survey.

Did they share the results of their surveys with the United PDX community? What about NWE?

[Guest]

Did they share the results of their surveys with the United PDX community? What about NWE?

Doubtful. Need to share with board, however.

[Guest]

UPDX sends out an annual report (includes survey results) and has it on their website http://unitedpdx.com/resources/

[Guest]

Doubtful. Need to share with board, however.

They showed theirs, now you show 'em yours!

[Guest]

True, I forgot that the majority of youth soccer coaches didn't go to college or attended community colleges or attended non-selective colleges. They were all about reliving their high school or community college soccer sucesses, so how would they begin to understand NPS or the value of customer experiences.

Wow. Is this true? They’re all uneducated? That’s crazy!!