During FY19, our focus was on “One SCORE.” This initiative emphasizes how SCORE’s volunteer mentors, The SCORE Foundation, donors, corporate partners, board members and staff are working together with shared vision, consistent focus and renewed energy as we serve our clients and prepare SCORE for future success. It is our promise that the entirety of SCORE will work together so that:
- Clients have access to any mentor and any needed information, no matter where they may be located.
- Chapters have access to any other chapter and the sharing of information.
- Volunteers have access to any other volunteer, client or staff member.
- Stakeholders have access to the partnership of the entire SCORE organization.
As part of “One SCORE,” 2019 initiatives included important centralization efforts, which ensured consistency and compliance across all chapters, and reduced administrative burden on the volunteer corps, allowing them to focus on mentoring and educating their clients. All SCORE chapters were transitioned to centralized accounting by January 1, 2020. A new volunteer onboarding program welcomed our provisional members and provided them with the tools and information they needed to start their experience with SCORE off right.
New categories of volunteers – including subject matter experts, workshop presenters and chapter support roles – encouraged new faces to share their expertise with SCORE. The Chapter Social Media Program which helps local chapters with social media marketing of their mentoring and workshops, added 48 new chapters, bringing the total to 228 participating chapters participating in the program.
SCORE continued to diversify our volunteer ranks with women and minority volunteers climbing to 34.96% of total volunteers. While we plan to focus even more on diverse volunteer recruiting in FY20, this 5% increase from last year represents the single biggest annual growth since we began tracking these metrics in 2012. 46% of our clients were minority entrepreneurs, a significant increase from 36% in 2018. During the year, efforts to celebrate and foster diversity improved training and optimizing networking among diverse groups, as well as partnerships with organizations such as Facebook, Constant Contact and the US Black Chambers to expand our reach in underserved markets.
Guided by our hardworking and talented volunteers, SCORE clients started 29,681 new businesses and added 67,706 non-owner jobs to the American economy. For every dollar appropriated to SCORE, $34.66 was returned to the Federal Treasury, meaning that SCORE remains one of the most efficient and effective small business formation and job creation catalysts currently funded by Congress. The cost to create one business was $394, and the cost to create one job was $120.
Survey data shows that clients are extremely satisfied with SCORE services. Our client engagement index score rose to 4.25, up from 4.23 in FY18, and SCORE’s overall NPS (net promoter score) also increased slightly to 85.33.
Despite the successes achieved in 2019, SCORE will not cease in our efforts to learn, grow and improve our organization so we can best help small businesses to thrive in a challenging world. Working together, with a focus on “One SCORE,” we will achieve our mission of fostering vibrant small business communities through mentoring and education, and help small business owners fulfill their potential as key engines of growth for the US economy.
Thank you for the role you have played in helping us to achieve our mission.