Michael Cross, Athlete Viewpoint
April 6 was National Student Athlete Day. Social Media was lighting up with each athletic department supporting, thanking, encouraging, promoting and generally singing the praises of their student athletes. But there is a big question – did the student athlete’s support, thank, promote and sing the praises about their experience at their college or university? Does the staff even know the views of their athletes?
The Net Promoter Score (NPS) is an easy way to know. It’s a popular measure of satisfaction that gives a quick picture of the likelihood someone would recommend a product or company to someone else based on their experience. We’ve applied this to student athlete surveys. The NPS values range from -100 (worst possible) to +100 (best possible). Any NPS score above 30 is typically considered “good,” and anything below 0 is considered “bad.” Answers are based on a 0-10 scale and are categorized as follows: Detractor (6 or less), Passive (7 or 8), Promoter (9 or 10). To get the final NPS score we subtract the percentage of detractors from the percentage of promoters, then multiply by 100. This yields possible values between -100 and +100. For example, if all responses were either promoter or passive, that would equate to an NPS score of +100 (no detractors).
Here are two examples of NPS from teams using Athlete Viewpoint.
The student athletes on team #1 are having a great experience and are very likely to actively recommend their team and school to other students, including prospective student athletes. Moving left to right – dark grey represents detractors of the program, lighter grey are passive in their approach, and the lightest shade are your promoters. The green bars indicate a very positive experience with the top number representing the team’s score (27.27) and the bottom number the national average (35.86) from all teams in this sport in Athlete Viewpoint. The view of the university is even better (45.45) and significantly higher than the national institutional rating (25.32).
Team #2’s athletes have a much different view of their experience.
The darkest grey section is the majority, with a few passive student athletes and almost no promoters of the program (indicated with the lightest shade of grey on the right.) The red bar shows a very strong negative number for this team (-63.64), which interestingly is also negative in that sport in our national data set (-26.83). Institutionally, the numbers are better, but still negative (-13.64) with a significant gap from the national score (+21.95), which is significantly above 0 and positive.
We’ve incorporated metrics like this into Athlete Viewpoint to give you fast, reliable and meaningful graphic information about the experience your student athletes are having, even when it’s not National Student Athlete Day. If you’re interested in learning more go to www.AthleteViewpoint.com. We would be happy to work with you to develop customized, cutting edge analytics for your athletic program.