Run member surveys

Families tell the club what they really think once they're sure nobody will know it was them. The member survey is built on that promise, and the survey list says it before anything else: "Anonymous Club & Coach NPS — responses are never linked to accounts." You send it once a season, read what comes back, and commit to a few things you'll change. Sending it is also the evidence Football NSW asks for on member experience.

• Send it mid-season. The survey list puts it this way: "Mid-season works best: families have plenty to tell you, and you still have time to act on it." Wait until the last round and nobody is left to see the changes.
• Check you can open Surveys. Results include comments written in confidence and, now and then, a welfare concern, so the section opens only for people your club has given it to. Anyone else sees "Surveys is restricted", which tells them who to ask. Access is granted per person as Member surveys under Additional access on their staff record, and it works the same in the coach portal.
• Appoint a Member Protection Information Officer under Safe to Play. Welfare concerns raised in the survey go to them.
• Try it as a family would. Preview survey walks the real questions without sending anything or recording an answer.

The season's survey is created for you. The first time you open Surveys it waits, ready to send, with a sample report underneath showing what the results will look like once families answer. The sample goes as soon as your first real survey exists. There's no questionnaire to write. You choose who gets it and when it closes.

If Surveys reads No surveys yet instead, the survey isn't ready to send, and the line underneath says why. Usually it's that the club's current season isn't set yet.

1. On Surveys, choose Send survey.
2. Under Programmes to survey, tick the programmes to include. Each row shows how many members it reaches and who answers: parents for junior programmes, players for senior ones.
3. Set the Close date and Close time. One reminder goes 48 hours before it closes.
4. Choose Review send. Send 2026 Club & Coach Survey? counts who will be notified, grouped by the programmes where parents answer and those where players answer. It shows the notification word for word and names the close date and time. It also says the reminder goes only to people who haven't answered, by notification and by email where the family has an address, and that a notification can't be recalled once it has gone.
5. Choose Send and notify 214 members. The number is the real count for your send. Back returns you to the programmes without sending.

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A family with children in two programmes gets one invite, not two. You can add programmes later with Send to more programmes. Anyone already invited keeps their single invite, and their deadline moves to whichever close date is later.

Each member gets a notification and a message in their Clubhouse inbox. At Harbourview it reads "Your voice matters at Harbourview FC": "Please take a few minutes for the anonymous 2026 Club & Coach Survey before Sun 18 Oct — every response is read, and it genuinely shapes next season."

Two days before the close, anyone who hasn't finished gets one reminder: "Still open: 2026 Club & Coach Survey", "We'd hate to miss your voice — the anonymous survey closes Sun 18 Oct and takes just a few minutes." The reminder also goes by email where the family has an address. Nobody who has already answered is reminded.

Tapping either opens the survey:

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The two promises come first (1): answers are never linked to their account, and the committee reads every response. Their own close date sits under Start (2). The questions, coach scores and the optional step of adding their name are in Complete the club survey, from the family's side.

While the survey is open, the score shows as Provisional club NPS and moves as answers arrive. It becomes the final Club NPS once the survey closes. Open a survey for four tabs:

• Results: the club score and how it breaks down, then each coach's results. Use per-coach results for development conversations, not rankings. Small squads mean small samples.
• Feedback: what people wrote, under Themes and Responses. Senior team appears when senior players answered, and Welfare when there are senior players or anyone reported a concern. Read these before the score. The number tells you something changed, and the comments tell you what.
• Insights: an Executive summary ready to read to the committee, and Actions.
• Report: Committee report (PDF), FNSW evidence pack (PDF) and Raw responses (CSV).

dashboard.clubhouseapp.com.au

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Written feedback about a team you're connected to, because you coach it or your child plays in it, is withheld from you. You see a short notice in its place. The scores still count. That is what lets a family answer honestly about their own team.

The Welfare view shows None reported, or how many people reported a concern, counted once per person. It separates concerns Asked directly from those Picked up in written feedback.

It never shows what anyone wrote. Each concern goes to your Member Protection Information Officer, usually within about ten minutes, and what the person wrote is visible only to that officer, in Concerns. If the panel says a concern hasn't been sent, check an officer is appointed under Safe to Play.

Because responses are anonymous, nobody can follow up with the person who raised it. Treat the count as a measure of how common the experience is, and plan the club's response with your officer.

The survey closes itself on its close date. To end it early, use Close survey at the foot of Results. Closing stops new responses and unlocks the full results, and a closed survey can't be reopened. The confirmation shows how many invited members have answered so far.

Then turn what you read into commitments on Insights. Accept a suggested action or Dismiss it, or choose Add action to write your own. Accepted actions move through Start and Mark done, so next season's committee can see what the club did with the feedback.

• Every programme that ran this season has been sent the survey. Nothing is left under Still to send.
• Responses are coming in before the reminder goes.
• After closing, the Executive summary is on the committee's agenda and each accepted action has someone on it.
• Any welfare concern has been picked up by your Member Protection Information Officer.