Marty Coelho Managing Director, Marketing & Communications National Relay For Life Business Unit.

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Presentation transcript:

Marty Coelho Managing Director, Marketing & Communications National Relay For Life Business Unit

RFL-Customer Satisfaction Study 2009 Recap 75,0000+ responses nationwide Overall Satisfaction Score: 81 Team Captains significantly less satisfied with their event experience than other participants. Identified our Top Priorities: Event Activities/ Programs Recognition Advertising/ Communication Caregiver Activities ACS Support Sound System The initial rollout of the Relay Customer Satisfaction Online Portal.

RFL- Customer Satisfaction Study Where are we today… Overall Satisfaction (Nationwide) Roughly 17,000 completed surveys. (October 2009 – May 2010) We are actually seeing a slight increase in overall satisfaction. Overall we continue to perform well. N = 16, Overall Satisfaction is comprised of the following questions: 1.What is your overall satisfaction with this Relay For Life event as of today? (84) 2.How well did this event meet your expectations? (81) 3.How does this specific event compare to your concept of an “ideal” Relay For Life event? (78) A 1 point increase in overall satisfaction is equivalent to a $5 million increase in net revenue.

We are seeing improved scores from our Committee Members, Team Captains and Survivors. Overall Satisfaction by Role

At this time we are holding steady across most of the high impact areas. High Impact experiences are those areas where improvements will yield the largest increases in overall satisfaction

We are seeing improvements related to online interactions

We received slightly lower overall scores for College events. Satisfaction Index Satisfaction Expectations Ideal Overall Satisfaction

The largest discrepancy is tied to the overall Event Image. Event Image Family Oriented Fun Unique & Different Moving & Inspirational Meaningful in the Fight Event Image Event Image is the biggest driver of overall satisfaction.

Does this change the 5D Movement Strategies for 2011? Leadership Development Team Development Survivor Development Event Development Fundraising Development

Resources to Address Findings in the Customer Satisfaction Survey Two support documents in your packets. 5D Movement Strategies Plan for Success D Movement Strategy Data Handout