Beyond the PSAT Score

In any given organization, there are jargon words used to describe some metric or process that only those in that organization would most likely understand. It is like secret code or foreign language. Today, the PSAT Score means nothing to mostly anyone. To me, it is the Parent Satisfaction Score and it is achieved by assessing 4 different components of a youth sports program: The Organization (Club, School), The Coach, The Team and The Program. The other score is the RTF Score which many would recognize as Recommend to a Friend.

For most leaders in a youth sports program, this is not something they are familiar with but for any CX professional, this is everything. Each organization has their own version of a SAT score, measuring processes, program, products and services but what happens when you incorporate this thought process into an industry that would not know what to do with that data?

Every industry, program, institution, process, product and service deserves their own unique customer listening metrics.

For youth programming, Kuriositee Consulting has created a process and metrics to evaluate the quality of your program.

Furthermore, why collect the data if there is no intention or doing something with it.

This is where CX workshopping comes into play. Small organizations do not always have the resources to invest in consultants but they need help to rethink, reshape and execute. In a workshop event with a discussion on Customer Experience, we focus on these three elements and a provide a post workshop event.

1. educate and explore the culture, ethos and vision of the organization.

2. define a strategic vision set from the eyes of the customer

3. create a plan to assess using strategic processes and analytical tools, such as the SAT and Word of Mouth surveys.

4. post workshop, review results and revise strategic plans as needed

CX is not about the survey. It is strategy and innovation. The survey is a process and a tool but it is not what makes an organization that has a CX centered mindset.

Kuriositee Consulting develops the CX vision for organizations with business owners and leaders to identify the direction and changes needed to drive higher customer retention and attract the customers that they aspire to serve.

Contact us to learn more.