1. CSSC South & South East Conference 21 November 2016 Simon Lee CEO

2. Mission Statement Promoting fulfilling lifestyles by
providing sport and leisure opportunities
Everything we do will enhance our members’ experience

3. Topics What’s going well Areas requiring greater focus Membership
Recruitment and retention

4. Topics Digital Project Members’ benefits Vision Priorities for 2017
2017 budget – initial thoughts
Developing our vision for the future of CSSC
My priorities for the next 12 months

5. What’s going well Membership recruitment
New member benefits well received
2016 budget and 2017 budget planning
Volunteering and volunteer support
Digital strategy
Risk management – New ISMS
Taster days

6. Areas requiring greater focus
Retention
Data management
Modernising our service to members
Low voting at Board elections
Getting our message out there

7. Total Membership
Against all odds, CSSC has shown great determination to improve our performance rate like…………Eddie the Eagle!

8. Total Membership 2013 – 2016 YTD
2013
115,916
2014
116,180
2015
119,241
2016 YTD (Sept)
c. 121,000

9. New Membership 2016 YTD
2015 (full year)
2016 (Oct)

10. Leavers 2006-2015 Lowest (2014) 13,711 Highest (2011) 16,374
Average over 10 years 14,707

11. PS (non CS) Membership Total PS membership 2014 2,399
,399
,999 (up 67%)
2016 (Oct) 3419
Aide memoire: This it the total number of PS members in 2014 and 2015 (not the number recruited)
Medway Council (110)
Shepway District Council (75)
Teignbridge Borough Council (70)
Plymouth City Council (62)
Rutland County Council (52)

12. Member Get Member 2014: 3,642 2015: 3,908 (up 7%)
2014: 3,642
2015: 3,908 (up 7%)
Retention rate of MGM 97%
2016 (YTD): 2766
Excludes LM
% of new members recruited through MGM
Retention rate equates to MGM recruited within 1 year

13. Retention Initiatives 2016
Retention Steering Group
£20k investment in retention research
Dedicated outbound call resource
HMRC re-organisation working party
Improving our data management
New retention action plan
Board Workshop held in March
Dedicated outbound call resource is to save cancelled members

14. Retention Challenges 2016 How can you (AAs and Regions) help:
Improve our recruitment follow-up?
Encourage non-active members to use their membership?
Some thoughts for Regional Conferences in autumn

15. Digital Project
Launched June

16. My Savings+ New members savings and benefits scheme Spend YTD £1.8m
Savings YTD £142k
Replaced Countdown – provider for c 8 years
Favourably received

17. My Savings+
Top 5 retailers

18. New member benefits
Acting on member feedback from member survey

19. Vision - activity so far
Consultation with:
Board
Staff team
Volunteers at conference
Final feedback to staff, volunteers and members
Sign off CSSC Board December
Strategic plan to be updated for January 2017

20. Priorities for 2016/17 Driving recruitment and retention even harder
Continue momentum of modernisation programme
Provide the necessary resources (people and money) to deliver the above
Encourage more members to use our services
Continue to improve ease of access to our services
Retention – 10% improvement by end of 2017
Raise profile at Perm Sec level
Right investment in right places to take CSSC forward

21. 2017 Budget – initial thoughts
Embracing latest marketing techniques and technology
Enhancing the volunteer experience (continuing to develop training, recruitment strategy)
Continuing to improve our member offer
Complying with legislation
Continuing strategy to centrally fund initiatives e.g. National Travel Policy and conference deductions
Retention – 10% improvement by end of 2017
Raise profile at Perm Sec level
Right investment in right places to take CSSC forward