West Ottawa Soccer Club

IMPROVING WOS PROGRAMS ONE SURVEY AT A TIME

OBJECTIVE OF THE SURVEYS

To be able to improve it across programs, the performance needs to be measured first and then analyzed. Performance measures need to be balanced and to cover a wide area of meaningful aspects of a program. The findings of the analysis can then be turned into program changes that once implemented can be measured and analyzed again, to continue the cycle of continuous improvement.

Customers’ satisfaction with a program is one area of performance and is by no means the only measure of performance. Parents can have at times divergent views from those of club organizers on how program should be run, but in the end they all have the same goal, to make the athletes better. Various studies though have found that there is a direct correlation between performance and customer satisfaction, and therefore the CSAT measurements can provide a good indication of the programs’ quality. For more balanced measures of performance in the future WOS could adopt various standardized testing methods for their athletes prior and after the completion of a program. It could also seek the opinions of the coaches who run the programs on what can be done to improve those programs.

HOW IS PERFORMANCE MEASURED?

Four aspects of the program have been established to cover most important areas of each program:

1. The program quality. It has a few defining aspects, depending on the program, such as coaching, registration, facilities, logistics, refereeing, and match between program goals and what is provided.
2. Cost. Given that most of the programs are provided at cost, this is the ultimate measure for the efficiency of a program.
3. Emotional factors are a big part of the programs. Have the children had fun, have they made friends, were they happy with their individual achievements? In most cases these are the most important factors for the players and parents.
4. Access to the program. This is an aspect that needs to be monitored to ensure a smooth operation of the program. 

 “It was the single best development piece and the most fun my daughter has had in winter development in many years. Well Done” – unknown participant

• 95% of the respondents were satisfied with the futsal program. 0 very dissatisfied customers.
• 95% of the players want to come back and play again next year.
• 66% were very satisfied with the coaches and 68% were vey satisfied with the results from the program.

The response rate was 60% with 95 respondents of a total of about 160 players.

These are just some of the highlights of the survey results, which are included in the Appendix. Overall there were a lot of positives, players and their families had a blast in futsal this year, and would like to do it again next year.