September 9, 2019
While common sense tells us that the phrase "the customer's always right” isn’t always technically true, at the Y everything we do starts with listening to the people we serve. Building a culture in which paying clear attention to the aggregation of our customers’ many comments and insights, with a strong focus on the Net Promoter Score index as the ultimate measure of quality, has played perhaps the essential role in our organizational growth over the years.
With Y camp season now recently behind us, and planning for next year already underway, we are being guided by the large amount of customer feedback, data and experience we have gained both this summer and historically to ensure that next summer is even better than this past summer (which was really darn good, I must say!)
The customer satisfaction tool we use, Listen 360, provides an enormous amount of useful data, including daily feedback and comments. A few of the comments are, shall we say, “spicy,” but most are terrific reminders of the kind of impact Y camp can have on a child. Take a look:
"I LOVED the role models. My kiddo had a ball at spy camp and especially liked having pool time every day. I was grateful that before and after care was available as it meant I didn't have to ask my boss for extra time off (I work from 8 am to 5 pm). This is one of the trickiest parts of summer care."
"Excellent camp with amazing, caring, and kind counselors! They do so much with the kids each day and it always different! No better place for your child to spend a few weeks each summer."
"The camp was very organized with signing in and out. My child was happy attending the camp. A lot of activities for the children. I will definitely sign him up next summer" 😀😁
"My son had the best time! He liked how physical the camp was. He talked about him all day without me asking! Next year we would do this!"
"The entire environment is welcoming."
Congratulations to everyone across our Y who made this summer's camp experience so exceptional. It takes an army of focused, caring and knowledgeable professionals to carry off a high quality camp season at more than 25 sites across the region, serving literally thousands of campers and their families. The level of organization required to accomplish this and to do it so well is extraordinary.
In the words of one parent, there is "no better place for your child to spend a few weeks each summer." I'll second that!
All the best,
John
John K. Hoey
President & CEO
The Y in Central Maryland