Baystate Marathon and ½ Marathon Net Promoter Score

Kim, Emmy, and Johanna happily working number pickup.

By Trina Sheehan

Part of any well run event includes customer feedback.  The last several years we have emailed out a post-race survey to all runners for this purpose.  Rich Turcott is an amazing professional in the sales and marketing field.  He has taken on the responsibility of writing of our survey questions and analyzing the responses every year.  We are so grateful to have his insight.  This year we thought we would share it with all the club.

If you’ve ever taken a survey you probably have responded to a question like “How likely is it that you would recommend our company/product/service to a friend or colleague?” with a rating of 1-10.  This one question is used to gauge the loyalty of a firm’s customer relationship.  It’s called your Net Promoter Score (NPS).  

Those who respond with a score of 9 or 10 are called Promoters and are considered likely to exhibit value-creating behaviors, such as making positive referrals to other potential customers; in our case runners. Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives and their behavior falls in the middle of Promoters and Detractors.  NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter).  An NPS that is positive (i.e., higher than zero) is felt to be good and an NPS of +50 is excellent.

Here are our results:

1. How likely would you recommend Baystate to others?
	0 - Least Likely	1	2	3	4	5	6	7	8	9	10 - Most Likely
	3	1	0	2	5	22	20	87	150	186	741
	0%	0%	0%	0%	0%	2%	2%	7%	12%	15%	61%

This calculates to a NPS of 72.  That is amazing for a volunteer event.  Last year was 73.  These are numbers quoting Rich “Businesses would love to have”.  These are numbers industry leaders like Apple, Southwest Airlines and Amazon enjoy.  It’s not easy to get this many 9’s and 10’s and it’s the results of everyone in the club putting in 110%!  We hope you come to our volunteer party on November 7th to celebrate this success.  

A tired but happy cone crew at the end of the day.

Here are some other quotes from our survey:

“LOVED the Baystate Marathon!  Easy to park.  Baggage claim was a piece of cake.  LOVED being able to stay indoors and stay warm until the start gun. Number pick up was a breeze.  Enjoyable course. But I think the chicken soup was the BEST part!”

“It was the most fun, organized and well manned half I've done to date!”

“This was my first marathon and was perfect. The event is exceptionally well organized and executed. The volunteers are amazing and courteous. The kids at the water stop is a great idea and they were all great. Can't wait until next year!”

“Volunteers were awesome.  Helpful, kind, motivational. They were everywhere on the course. It was very well organized.”

“My entire experience was great the volunteers were great.”

"Beautiful Course, so many water stations, AMAZING volunteers, Very supportive fans, Very well organized"

“I loved seeing the same XC kid who took my bag last year taking it this year - that was pretty amusing, and he was pleased I remembered him (he was a nice young man and got my bag for me last year, a different, very nice young man got it this year). The high school water stop kids took their job seriously. The finish volunteers are great - helpful and caring. The pre-race folks giving directions and helping were also good. It felt like they all wanted to be doing what they were doing.”

“PB & J and soup are the perfect post run foods!!!!! There was plenty- and it was so yummy!!!! Thank you!!!”

“PB & Jelly sandwiches & Soup were AWESOME”

Thanks again – The BSM Race Committee