Come learn about what the numbers say about what families value, where schools struggle, and what to act on first! In Phase 1 of the USSSA Family Experience Benchmark Pilot Study, twelve swim schools and twenty-six locations gave almost 3,000 families a common survey and shared roughly forty operational practices per location. Families also submitted about 4,000 open-text comments, grouped into 14 themes. Together, this data shows what families value, how schools compare, and which practices show up alongside higher Family Experience Scores.

This session covers:

• The five family experience areas every school in the cohort struggles with, and the three “Top Movers” where the best operators actually pull ahead
• The “Honeymoon effect” and why families enrolled two-plus years quietly rate their satisfaction lower than new families
• Why locations with higher enrollments trail smaller locations on personal-touch areas of the family experience
• Which operational practices separate high scoring locations from the rest, including common practices that have no measurable effect on family experience
• Where families already expect excellence and why delivering it doesn’t turn them into your biggest promoters