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Kaneland United SC

Fall 2013 End of Season Recreational Survey Results

Kaneland Youth Soccer – Fall 2013 End of Season Survey Summary

Beginning in the fall of 2012, Kaneland Soccer Club began conducting end of season surveys with participant families in the recreational program. The idea behind the surveys was to get direct feedback from our families on what went well, what can be improved and where should the program be focusing its resources.

The goal is to develop our programs where families feel they receive good value, the kids have fun, learn great skills and players and coaches return year after year.

Changes the Club has made and continues to work on as a direct result of the surveys include increasing funding for fields maintenance, piloting a trainers program to support our volunteer coaches, and a focus on how the league communicates with families.

Here’s a snapshot of the most recent survey results from our Fall 2013 season and how this information is being used going forward.

Sample Size & Response Rates

Families were invited to participate in the survey via emails delivered to 303 parents whose children participated in the fall season and where the league had a valid email address. For the fall we achieved a record number of responses and response rates.

Achieving these response results are important because it helps to resolve any under- or over-stated scores that could be a result of small sample sizes.

Net Promoters

We use a scoring system based on the Net Promoter Score to help us rank how we are doing in relation to other programs and compared to previous seasons. This allows us to measure the program against a large group of organizations and industries and progress against ourselves.

In general, the average score across all users of this system ranges from 5 – 10 and best performers score in the 50 – 80 range. The Club’s goal is to score in the best performers range and to improve the overall score each season.

In general, the Club is pleased with the current scores and is working to resolve the downward trend. The fall 2012 score was based on about half as many completed surveys as were received in the following seasons. So the larger number or responses received in 2013 may be a better measure.

Also, we believe that weather related issues, including postponing the season opening by 2 weeks and challenges with timely communication in spring 2013 impacted scores negatively. For the fall of 2013, we believe doing a better job communicating and using the trainers would have improved the scores. 

Focus Areas

The Club asks for feedback on the quality of the program across a number of factors, including

·         League communications

·         Coach communications

·         Coach knowledge / skill

·         Player development

·         Fields

·         Volunteer opportunities

·         Registration process

·         Value for the money

Based on responses to these questions, limited changes are needed to the registration processes and volunteer opportunities.

The Club has made changes and is making progress with fields and communications.

We think there are some quick improvements available with communications, particularly with any last minute, weather related items. As a volunteer organization, making decisions based on weather has been a cumbersome process and resulted in inconsistencies. The go forward plan is to assign specific ownership for these special circumstances for making a decision and setting capabilities to quickly get the word to families, including using text messaging and pre-recorded phone calls similar to how the school district gets information to families.

High priority items continue to be around coach knowledge and player development, and the Club believes this these two items influence the “value for the money” scores.

Our early efforts in these areas include formalizing our coach training and orientation process and piloting a program that uses college level players to serve as trainers to teach the kids and help the volunteer coaches.

Volunteer coach training is a work in progress and will continue to be an area of focus. Some improvements that are coming are naming a Director of Coaching for the entire club. The current candidates include former professional players with experience in top European leagues and their club development programs. This role will be responsible for the structure of all soccer programs and the curriculum. We’re excited about this project and hope to make some announcements prior to starting the spring 2014 season.

We’re also launching the Academy program in the fall of 2014. We are finalizing who will run this program and how it will be structured. More information will come out in a few weeks. Early details include forming teams made up of 8, 9 & 10 year olds who are looking for a higher level of play and a bridge into the travel programs. The program will include weekly training with a licensed and accredited coach and games against other Fox Valley club’s academy programs.

Finally, as a Club we were excited about bringing in trainers to help with our volunteer coaches and learned from its implementation, parent and coach feedback. For the spring 2014 season, trainers will be returning and are being expanded to include U5, U6, U8 and U10 teams.

Improvements will include assigning a Club board member who has ownership of the trainers program and who will be hands on. This will include implementation of the original vision, which was to utilize the trainer’s soccer skill and knowledge to support, not replace, our volunteer coaches. It’s clear from feedback that coaches felt disconnected from their players and some of the community feel we are looking to deliver was lost. Our goal is to build on the pilot and improve the program based on what was learned.

Other items that are being worked on based on feedback include improvements in referee development, expanding the player assessment process and using that knowledge to do a better job of balancing teams and getting team sizes right, especially with the U10 program.

Thank you for all who took the time to complete the surveys and provide your feedback. This is a critical tool for the Club to better understand how things are going from the parent, player and coach’s view and guide the organization to make improvements to the overall experience.