Client Success Recognition Program Frequently Asked Questions
1. What is the Client Success Recognition Program?
This program is designed to recognize SCORE’s volunteers for their role in the helping clients achieve quantifiable successes –specifically tracking the number of clients that have started a new business and the number of jobs client businesses have created.
2. Why are we doing this?
Each time we ask volunteers about things they’d like to see SCORE do, a better understanding our impact, organizationally and individually, is always mentioned. And while none of our volunteers joined SCORE for accolades or recognition, most of SCORE’s volunteers also have identified recognition broadly as something we can continue to improve. This program marries these two items. It is to allow each of our volunteers to understand the at least part of impact of their service with SCORE and provides a platform for recognizing all volunteers for that service and those outcomes.
3. How are these data gathered?
Each year, SCORE conducts a survey of our clients. Currently this survey is administered by PriceWaterhouseCoopers (PWC). These data are taken directly from the responses we receive from that survey.
4. How many clients have been involved in gathering these data?
Over 140,000 clients have responded to our client surveys with PWC.
5. How accurate are these data?
The client list for the survey comes directly from our client list in CORE, so the information regarding clients and the associated mentors is the most accurate information that we have and directly reflects the information volunteers enter into CORE. The survey includes clients we mentor specifically in a given fiscal year. Of course, not all clients respond to our survey, so these data are not a complete view of our impact, but the New Business Started and the Number of Jobs Created are reported exactly as clients reported these to us in our survey.
6. Are non-profits client counted in these data too?
Yes. This is a survey of all SCORE clients, including non-profits. So any client that reported to PWC that they started a non-profit is counted in the new business starts. Likewise, any jobs a non-profit added are counted in the total jobs created.
7. Does this program count clients that did not respond to PWC’s survey?
No. We have no way to track any client successes for this program that do not come through direct client responses to the PWC survey. This program only counts outcomes reported from clients directly through our PWC survey.
8. Are there successful SCORE clients not counted in this data?
Yes. Because this data is only derived from our survey, these client success numbers only reflect information from clients that respond to our survey. Undoubtedly,we have clients start businesses and create jobs that ultimately do not respond to the survey we use to document these successes, but we have no method for capturing these instances.
9. Are these numbers extrapolated?
No. These data are NOT extrapolated. They are totaled and reported distinctly. That is, if the data shows a volunteer has had 10 new businesses starts, this means 10 distinct clients directly reported back to PWC that they start a new business. Jobs created numbers is the total of both full time and part time jobs the clients reported to have created.
10. What is the timeframe that we’ve gathered this data?
While we have conducted client surveys and research since 2009, we have only been able to get individual level data since FY12. This report includes all years since FY12.
11. Do we know who these clients are?
Some. Clients now frequently indicate to PWC that they are willing to share their information with SCORE. Currently, however, we have no way of reintegrating these survey results into CORE.
12. Won’t this recognition create competition among volunteers?
Perhaps, but that is not the intent. Whether a volunteer has helped one, ten, or one hundred, these are all examples of the positive impact each person in SCORE is having with clients and in our communities.
13. Doesn’t this recognition favor volunteers in large chapters or in highly populated areas?
Not really. Certainly, the more clients a volunteer may serve creates more opportunities for those clients to be successful and there may be a better opportunity to see more clients in populated areas. However, by including job creation in this, it helps level set geographies. When looking at the list, highly populated areas certainly have a lot of client successes, but some of our volunteers with the most client successes on this list are from smaller rural chapters like St. George UT, Coachella Valley CA, and Ocala FL.
15. What about co-mentors?
While many chapters do use co-mentoring as the main service strategy, our client data with PWC is linked to the mentor of record in CORE. So, co-mentors are not represented in these data.
16. Is there any way to recognize these clients?
No. Since we do know who these clients are, there is no way to recognize them for their success.
17. I’m not listed and I know I have had successful clients, what can I do?
If you are not on this list, it does not mean that you have not had successful clients. It does mean that none of those clients have responded to one of our client surveys to document those successes.
18. I’ve been a mentor since before FY12, what about all of the clients I saw before FY12?
Since we can only track these clients to a volunteer since FY12, none of the client successes you may have had previously can be tracked. This does not diminish the impact many volunteers have had for numerous years.