Business Solutions: 3 Ways to Collect Feedback from Club Parents and Coaches

In the dynamic realm of youth volleyball, fostering a thriving community involves not only the growth of aspiring athletes but also the active engagement of parents. Recognizing the pivotal role parents play in the holistic development of young players, it becomes imperative for volleyball clubs to establish channels for open communication. Feedback is the lifeblood of improvement, and by creating opportunities for parents to voice their thoughts, concerns, and suggestions, clubs can transform into vibrant hubs of collaboration. The same can be said about feedback from your coaching staff, and maintaining a positive club culture.

However, many clubs are shifting away from very detailed surveys because it becomes a place for venting rather than sharing constructive feedback that can be used for improvement and resolution. Those who have a poor experience most often reply to surveys anonymously and immaturely in their feedback, and oftentimes it is harsh in tone.

Let’s explore 3 ways that your club can solicit feedback from your volleyball parents in an effective manner:

Net Promoter Score (NPS)

An NPS score measures customer loyalty by looking at their likelihood of recommending your volleyball club. Your NPS score is measured with a single-question survey and reported with a number ranging from -100 to +100, where a higher score is desirable. An example of a single-question survey could be “How likely are you to recommend this program to another family.” You can phrase it differently if that question doesn’t work for the program. For example, you can ask your coaches, “How likely are you to recommend coaching at (insert your club name).” You can make it required or optional for people to say why they gave that score.

Consider NPS for feedback on the following areas:

– Camps and Clinics
– Club Teams
– Coaches

An example of how to organize the feedback:

Scores of 9 – 10 will promote your club/program/coach experience. These people will tell others how amazing your club is.

Scores of 7 – 8 may have small grievances but will continue to work with and return to your club.

Scores of 1 – 6 Receive a phone call so they can be heard. Sometimes it’s a misunderstanding, sometimes they have legitimate concerns. One main benefit to the phone call is after taking that call, 5 out of 10 times the person is flipped as a promoter for your club. Hearing from your Director or Leadership Staff and listening is almost more effective than running a great…