Boy Scouts of America.
Keeping a 100 year old organization relevant and vibrant well into the next century required adopting a fundamentally different view of how we understand our customers. ~ G. Butler, COO
Research Design: Construct a survey-based methodology for capturing net promoter, net detractor and drivers impacting customer experience.
Data Collection: Systematic and standardized data collection supported by high response rates. Each quarter, 100,000+ surveys are completed.
Analysis and Interpretation: 5 years of benchmark data is obtained reflecting customer satisfaction, areas of weakness and opportunities for improvement.
Experience Mapping: Identify actionable decisions by mapping the ideal customer experience for cub scouts, boy scouts and venturers.
New Member Acquisition: Reverse declining membership to drive net-new scout acquisition.
Improved Customer Experience: Quantifiable improvements in the scouting experience from the perspective scouts, volunteers and parents.
Ownership and Accountability: Inspired ownership and accountability with focused attention on specific actions across teams and individuals to maintain member growth and customer satisfaction.