Member Survey Results

By Rami Haddad, Vice President of Communications

Results

The data for the responders is tabulated by gender and age to offer insight on preferences.

Demographics

Age

Female

Male

Total

1–29

1

2

3

30–39

7

19

26

40–49

17

45

63

50–59

52

108

161

60–69

58

142

205

70+

23

68

92

Total

159

386

558

 

 

 We split results based on gender & age to observe differences.

 

Age

Female

Male

Total

1–49

25

66

92

50+

133

318

458

Total

159

386

558

 

Location

See map that shows location of members based on zip code only, in two layers based on age. Majority concentrated around Boston in equal parts between north & south of I-90.

 

The map view is not very useful as it does not show the aggregate numbers or good heat map. We should purchase a tool such as Mapline for a month to analyze this data.

NPS

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand

 

Age

Female

Male

Total

1–49

58

60

59

50+

59

69

65

All responses

58

68

64

 

 

No clear or obvious reason for lower score from the ladies or those younger than 50. The comments vary widely between location, friends on rides, speed, & new members.

 

For reference, net promoter score measures customer experience based on question. In our survey, we simply asked “How likely are you to recommend CRW?”  It was answered on a scale from 1–10. Hence, NPS = percentage of promoter scores 9–10 less percentage of detractor scores 1–6. We ignored 7–8 passive scores. NPS ranges -100 to 100.

 

More background available in article about The One Number to Grow.

Communications

Calendar won regardless of how we split the data.

 

Results in detail are, as percentage of total value for each column:

 

Method

Female 1–49

Male 1–49

50+

All

Website calendar

17

16

20

20

Website

15

13

20

19

Wheel People

10

9

18

17

Calendar subscription

8

8

5

6

Email

12

12

16

15

Facebook group

13: higher than Strava & Wheel People

7

5

6

Strava

8

12: higher than Facebook & Wheel People

4

5

Instagram

5

5

2

2

Twitter

3

3

2

2

Meetup.com

3

5

3

3

RSS feed

2

3

1

1

Group discussion tools

4

7

3

3

 

 

There were three choices for each communication method. To calculate the preferences above, we converted each choice into a numerical value:

 

  • Strongly prefer = 3
  • Somewhat prefer = 1
  • Do not prefer = 0

Activities

Of course our centuries are most popular by a wide margin. We hope we can offer more supported events at smaller scale. This may also mean organizing groups to participant in third-party supported events & charity rides.

 

Here are the preferences in order, based on number of votes:

 

Activity

Count

Percentage of Total

Supported events: centuries, charity, & advocacy

416

24

Self-paced: scheduled by club, participants self-organize based on speed & route options, navigate on their own

346

20

Led, no-drop groups at specific speeds

255

15

Tours for full or multiple days to visit landmarks, scenic routes, & bakeries

193

11

Workshops, lectures, & webinars

169

10

Fitness or biking skills development rides

165

10

Impromptu rides discussed amongst members

144

8

Accessible by public transportation

24

1

 

 

No change in order of preference across age & gender.

 

Seventy one people are interested in fitness programs provided their contact information. André can start with that list to help launch the Development Program.

 

I am excited to find many people people interested in tours, even for just one day or weekend.

Time

Data is percentage of total responses for each age group. No difference based on gender for each age group.

 

This first table shows the preferred time to ride in aggregate for weekdays Monday–Friday:

 

Time of Day Monday–Friday

1–49

50+

All

Start before 8:00

23

13

14

Start 9:00–11:00

4

50

43

Start 13:00–15:00

5

10

9

Start after 18:00

68

27

34

 

 

This second table shows the preferred time to ride in aggregate for 

weekends Saturday–Sunday:

 

Time of Day Saturday–Sunday

1–49

50+

All

Start before 8:00

43

32

34

Start 9:00–11:00

44

58

55

Start 13:00–15:00

8

9

9

Start after 18:00

5

1

2

 

Volunteer

We received 80 volunteers with contact information across all categories.

 

  • Lead rides = 46
  • Events: social, centuries, parties = 41
  • Wheel People edits, articles, & content = 14
  • Communications & marketing: web, social media, technology = 13
  • Negotiate with partners for member discounts = 5
  • Leadership, committees, finance, & administration = 12