Back in early February, we wrapped up our first successful season of CLUBWAKA Bowling in Hampton Roads. It was a very fun experience, and according to the results of the customer satisfaction survey sent out afterward, you all agree!
Our goal is to create an atmosphere in which people have such a good time that they not only join the next activity, but encourage others to do so as well. We use the "Net Promoter Score" as our primary measurement of whether we achieved that goal or not. In this case, 75% of all respondents said that they would be "extremely likely" (9 or 10) to recommend CLUBWAKA to a friend or colleague. These are great results, but there is definitely room for improvement. We want those 7s and 8s to go up to 10s!
We got a lot of great feedback on the survey itself. Being that this is a new sport for us to run, the information shared is extremely valuable. Brian and I will continue to work hard to refine our processes and deliver the funnest bowling league possible. In the interest of transparency, I want to take a few moments to share some of the anonymous verbatims and our thoughts/replies.
I like too see better courtesy on the bowling lanes possible.
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| Apparently, Jeff isn't afraid to publicly give feedback to his peers. |
Better courtesy on the lanes: I think this is a good call out. We didn't really spend too much timetalking about bowling etiquette last season. Understanding that this is a casual league with lots of new bowlers, it is easy to see how some might not know the proper protocols. This link is very helpful and we'll post it in the main group later. Of course, not everyone will read it. If you see someone not following the proper etiquette, the best solution is to let them know. We're all out here to have a good time. The odds are that the person isn't intending to be rude and would appreciate a heads up.
Perhaps the scores should be handicapped to make it more competitive...
Adding a handicap average to the league was something that was weighed heavily in the offseason. Brian conducted extensive discussions with captains about the pros and cons of implementing an average. In the end, the captains decided against adding a handicap to the league. With the season being just 8 weeks long, there wasn't enough games to get an accurate sample size and results would have been skewed.
The areas I think need the most attention are the Kickball.com website is very outdated and you need more shirt options.
The brand new CLUBWAKA.com website should be debuting this spring! We will also have some more shirt options in the future as well, as that's definitely great feedback.
This was my first time participating in a CLUBWAKA league and I would like to do it again
Please do!
My only complaint: I do not think replacement players should be allowed at any time, especially in the tournament; that is what the blind 75 is for.
I was surprised to see this bit of feedback. All of the players in the playoffs were registered members of the team. We did allow a couple of 'replacements' for teams that were eliminated from contention, but that was just done to help our recruitment efforts for the spring. And it was only in games with no impact to the finals.
The food at Sparetimes is decent enough, but the service takes forever! It has taken a full game to receive one order. I don't know why it was an issue, but my guess is they are not used to leagues ordering that much and may need more workers. Other locations, especially for league parties, have had similar issues in the past.
We will pass this info along to the management at Sparetimes. The owner is really appreciative of our business and has done a lot to make sure we always feel welcome. With us moving to 18 teams on Sundays, I know staffing is definitely something they'll be looking hard at.
Wish it was longer season for the cost.
We've done our best to keep the prices as low as we can while packing the league with as much value as possible. Simply put, bowling lanes aren't cheap to rent and that is the biggest expense we have to cover. We feel pretty confident that our league fees are better then other alternatives though. Many bowling leagues are much longer and cost hundreds of dollars to join. Our goal was always to have a shorter commitment (only 8 weeks) and to keep the cost lower than $10-11 per week. I'm not sure if you'll find another league that averages out to that amount per week, especially not one full of all the awesome CLUBWAKA members we love! Of course, if there is anything else we can do besides adding more games to make you feel like the league is more valuable, please let us know!
Again, thank you all for the great feedback. This is invaluable to us as we move forward with more seasons of CLUBWAKA Bowling. Next survey, we're shooting for all 9s and 10s, baby!
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