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Further analysis reveals the impact that each of these experiences has on Satisfaction.

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Title: Further analysis reveals the impact that each of these experiences has on Satisfaction.


1
Further analysis reveals the impact that each of
these experiences has on Satisfaction.
High Impact
It is the Participants actual experience at the
event which drives their overall satisfaction.
Event Image
Event Activities
ACS Support
Track/ Sound System
Recognition
Event Location
Medium Impact
Advertising/ Communication
Caregiver Activities
Check-in (at the event)
Committee Member Meetings
Event Food
Low Impact
Kick-off Meetings
Committee Support
Team Site
Team Captain Meetings
Event Parking
Bank Nights
Online registration
Online fundraising
RFL.org website
Event Bathrooms
2
Understanding the impacts at this level helps to
paint a clearer picture of where we need to focus
our efforts.
High Impact
3
Recognizing participants for their involvement is
a key opportunity to improve the overall RFL
event experience.
Recognition 76
  • With low scores and a high impact Recognition is
    an area where there is much room for improvement.
  • Who we recognize and how we recognize them is
    key component.
  • In addition to personal recognition,
    participants feel strongly that Survivors and
    Caregivers need to be adequately recognized.
  • Participants are not looking for gifts or prizes
    as much as they might be seeking acknowledgement.
    (certificate, newspaper, verbal mention, etc.)
  • If incentives are provided, the criteria
    surrounding them should be consistent and we must
    follow through on the delivery.

4
While many respondents tell us that recognition
is not important, the data tells us otherwise.
What type of recognition/appreciation did you
receive? (please select all that apply)
More than ¼ of these participants are likely to
be dissatisfied with their overall RFL
experience.
These participants are the most likely to have
higher overall satisfaction with their RFL
experience.
5
Recognition What are our customers are saying?
While recognition is nice, I would prefer that
all funds go toward research rather than "buying
items" for recognition. Have local newspapers
take pictures of teams and write a brief article
about each team...something that is free and very
inexpensive While it's not necessary to receive
recognition for all things (i.e. awards and
trophies), receiving thank you cards would have
been nice! While I support the efforts of the
Relay to raise money for cancer research, it
would be nice to have some type of personal
recognition for the time, efforts, and
achievements to be recognized in some way. When
there is NO recognition, anything is an
improvement. We worked very hard on our
campsite.... no recognition. Our team also went
all out with our costumes for the initial walk.
No recognition. The incentive rewards were very
disappointing. It made it look like you would
receive all three gifts for any particular money
group. When I did pick what I wanted, the quality
was terrible! I am not even sure I will use it.
Very disappointing.
Source 2009 RFL Customer Satisfaction Survey
6
Relay For Life Event Quality Assessment Study
  • Recognition Conclusions
  • Recognition is occurring and they are doing ok,
    but there is room for improvement especially for
    Team Captains and top fundraisers.
  • The national event shirts are being used at the
    events and many participants are wearing them.
    In addition, teams are also creating their own
    shirts.
  • We appear to be doing an adequate job of
    recognizing the team captains at our events.
    Nevertheless, there is room to improve our public
    appreciation of the team captains by simply
    acknowledging them individually at our events.
  • Top fundraisers, both team and individuals are
    recognized most often at the closing ceremony.
    Given the timing of the accounting for the money,
    it does seem the most logical. There were other
    various ways that the top fundraisers were
    recognized with no clear consistency to the
    recognition.

Source 2009 RFL Event Quality Assessment
7
Relay For Life Event Quality Assessment Study
  • Recognition Conclusions
  • Statistically, it appears we are doing a better
    job at acknowledging our sponsors than our top
    fundraisers at the events. Getting the names of
    the sponsors out to the participants is the
    principal form of recognition. Events seem to
    recognize sponsor mostly at the opening ceremony
    and most recognized sponsors in multiple ways.
  • Some events did have similar awards
    fundraising, best campsite, spirit awards, best
    theme, most laps. But there was no real
    consistency to the awards.
  • The incentive program is offered to most of the
    events. However, the overriding responses seem
    to have been either focused on nonparticipation
    to cut expenses or not adequately sharing the
    information with team captains or team members.
    It seems staff and chairs are not promoting the
    incentive program and its benefits. It doesnt
    seem to be utilized at all or to its fullest
    capacity at most events.

Source 2009 RFL Event Quality Assessment
8
Committee Members and Survivors are the most
satisfied with the events, while Team Captains
provide significantly lower ratings.
Overall Satisfaction by Role
Overall Satisfaction (Nationwide)
100
81
Statistically Significant
0
N 75,455 R2 .737
9
Team Captain- What matters most?
Top 3 Impacts on Satisfaction
  • Team Captains are the least satisfied
    participants with lower scores in almost all
    areas.
  • Team Captains who rated the event low felt that
    as the evening goes on, the quality and quantity
    of entertainment diminishes, making it difficult
    to retain people through the closing ceremony.
  • Dissatisfaction with Event Activities is often
    linked to poor performance with the Survivor Lap
    and/ or Luminaria ceremony.
  • Recognition is a critical satisfaction
    component for Team Captains.
  • - More could be done to show appreciation for
    their overall involvement as well as their
    fundraising efforts.

10
Just how important is recognition to Team
Captains?
What type of recognition/appreciation did you
receive? (please select all that apply)
Compared to other participants, Team Captains are
twice as likely to be dissatisfied with their
overall RFL experience.
Over ½ of these Team Captains are likely to be
Very Satisfied with their RFL experience.
11
Relay For Life Event Quality Assessment Study
  • Team Member Perspective
  • Like the community involvement
  • See Relay as a good cause
  • Want stronger organization
  • Like the fun activities
  • Want ceremonies that energize,
    motivateparticipants being respectful
  • Like the personal and emotional aspects
    (luminaria, survivors)
  • Lack clarity on what is a caregiver and what the
    Fight Back ceremony is
  • Diversity feel all their community is
    represented
  • Want to be appreciated informed

Source 2009 RFL Event Quality Assessment
12
Recommendations
  • Event Activities
  • Formulate agendas which provide entertainment/
    activities throughout the course of the event.
  • Improve the overall quality/ type of
    entertainment.
  • Increase the number of family/ children related
    activities.
  • Stay on schedule.
  • Recognition
  • Publicly acknowledge of participants for their
    efforts (volunteering, fundraising, etc) via
    local newspaper, notes, and/or RFL.org.
  • Make recognition a priority, especially for Team
    Captains, Survivors and Caregivers.
  • Be consistent with how we provide awards and
    recognition.

Source 2009 RFL Customer Satisfaction Survey
13
Recognition (Top Fundraisers Team Captains)
Findings Recommendations
  • Why
  • - Not utilizing FR club/signs
  • - Closing ceremonies are rushed
  • - No closing ceremony
  • - Recognition done at wrap up
  • - Dont see the value of recognition
  • - Lack of knowledge
  • Fix
  • - More planning/prep closing ceremony
  • - More training on FC club / Closing and how to
    use
  • - Connect the value FC club / recognition /
    closing
  • - Alternative times not just at closing
  • - Recognition committee position
  • - Place importance on recognizing team captains
  • - Have a team captain lap
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