ClubSat Help & FAQ

ClubSat is a feedback and communication platform built specifically for youth sports clubs. It lets you collect honest, structured feedback from parents about their experience with your club and coaches — automatically, on a schedule you control, without any manual outreach on your part. Your responses live in a private inbox where you and your staff can read, reply, and track follow-ups. Everything is designed around one goal: giving you a clear, honest picture of how your families feel, so you can act on it.

NPS stands for Net Promoter Score. It's a single question — "On a scale of 0 to 10, how likely are you to recommend this club (or coach) to a friend or family member?" — that has become the global standard for measuring customer loyalty and satisfaction. ClubSat uses NPS because it's familiar, fast for parents to answer, and produces a consistent benchmark you can track over time and compare across coaches or seasons. Instead of asking ten different questions and averaging them, NPS gives you one number that tells you a lot: promoters (9–10) are your advocates, passives (7–8) are satisfied but not loyal, and detractors (0–6) are at risk of churning or leaving negative word-of-mouth in the community.

Parents who know their name is attached to a survey respond differently — they soften criticism, skip sensitive questions, or don't respond at all. Anonymity removes that pressure and produces more honest, complete feedback. In practice, clubs using anonymous surveys receive significantly higher response rates and more actionable responses than those using named or sign-in-required forms. ClubSat's anonymity model is built into the platform from the ground up, not bolted on as an option — which means parents can trust it, and that trust is what makes the feedback worth reading.

No. When ClubSat sends a survey, each parent receives a unique link containing a one-time token — but that token is not stored alongside the response itself. Once a parent submits, ClubSat records the answers and discards the connection between the token and the identity. Your inbox shows scores and written comments, but there is no name, no email address, and no household identifier attached to any individual response. Your staff cannot see who said what, even if they wanted to.

You can add coaches and parent contacts individually through the ClubSat dashboard, or you can upload them in bulk using a spreadsheet — which is the most common approach. To upload contacts, go to your club's Contacts section and use the CSV upload tool. Your spreadsheet just needs to include parent email addresses; additional columns like program, team, or coach name are optional but greatly improve the survey experience and data quality.

Most clubs already have a roster or registration export from their league management software. That file probably has column headers that don't exactly match ClubSat's field names — that's fine. When you upload a CSV, ClubSat shows you a mapping screen where you match your columns to the right fields (email, parent name, coach name, team, etc.). You drag and drop, confirm the mapping, and ClubSat handles the rest. You only have to map once; ClubSat remembers your mapping for future uploads from the same format, so re-importing at the start of a new season takes seconds.

Programs are an optional way to organize your teams into larger groups. If your club runs multiple distinct offerings — say, a competitive travel program and a recreational in-house program — you can create a Program for each and assign your teams to them. This keeps your dashboard organized and lets you filter responses by program when analyzing feedback. If your club is smaller or you only run one type of program, you don't need to use Programs at all; they're there when your structure needs them, not something you're required to set up.

A campaign is a feedback collection effort tied to a specific season, event, or time period. You create a campaign, tell ClubSat which contacts and coaches are included, set a schedule, and ClubSat handles the rest — sending survey emails, sending reminders to non-responders, and collecting the results into your inbox. Most clubs run one campaign per season (fall, spring, summer), though you can run multiple campaigns simultaneously if you have distinct programs with separate rosters.

You're in control of the schedule. When you create or edit a campaign, you set a send date, and optionally configure automated reminder emails for parents who haven't responded yet. ClubSat will not send surveys earlier than your specified date. You also have the option to send immediately if you want to kick off a campaign right away. Once a campaign is active, ClubSat handles all the delivery and reminder timing automatically — you don't need to be logged in or do anything manually.

Parents receive a simple, clean email from your club inviting them to share feedback. The email contains a single button that opens their survey — no account creation, no login, no app to download. The survey itself is a short scorecard: an overall satisfaction rating, an NPS score, and a few optional open-ended questions about what's going well and what could be better. If you've enabled coach feedback, parents will also have the option to complete a survey for the coach associated with them. Most parents complete it in under two minutes. The survey is mobile-friendly and works on any device.

As a parent, you receive one email and complete one survey — even if your children are coached by different coaches. Inside the survey, each coach gets their own scorecard presented in sequence, one after the other in a single session. There's no need to open multiple emails or submit separate forms.

No — and that's intentional. ClubSat does not show you which specific parents responded or who left which comment. You can see aggregate response counts (how many surveys were sent, how many came back) at the campaign level, but individual responses are anonymous. This is what makes the feedback trustworthy and what encourages parents to be honest rather than polite.

Your inbox is where all parent responses land after they're submitted. It works like an email inbox — each response is a thread you can read, reply to (anonymously, on behalf of your club), and mark as resolved. You can filter by club rating, NPS score, date, or AI-assigned priority. Responses stay in your inbox until you archive them, so you always have a searchable record of parent feedback over time. ClubSat triggers email notifications to the club user and/or parent when a thread gets a reply -- the parent remains anonymous.

ClubSat organizes your inbox responses into three tiers so you can see at a glance what needs attention. Needs Reply (shown in red) flags responses where a parent has given very low scores, flagged an issue as a case, or where AI has identified urgent content — these are the responses that warrant a prompt reply or follow-up. Worth Reviewing (shown in amber) covers responses with middling scores or responses where no one from your club has replied in three or more days. Everything else is counted in grey — positive, routine responses that don't require action but are available to read whenever you want. The goal is that you can open your inbox, look at the top two tiers, and know exactly where to focus your attention.

AI triage is ClubSat's automatic analysis of each incoming response. When a new survey response arrives, ClubSat reads the content and assigns it a theme (coaching quality, communication, safety, value for money, etc.), a sentiment, a priority level, and a short plain-language summary — all of which appear alongside the response in your inbox. The reason ClubSat does this is practical: when you're managing a club with dozens or hundreds of responses per season, reading every one in full before knowing whether it matters isn't realistic. AI triage lets you scan quickly and get to the responses that need your attention first. It also means that even a glowing five-star review with a buried safety concern won't slip through unnoticed — the AI reads the full text, not just the score.

You control your notification preferences from the Inbox Settings page in your account. You can choose to receive a single notification every time a new response comes in (either for all responses, or only for urgent ones), and separately choose to receive a digest email that summarizes recent activity on a daily or weekly schedule. Most directors find the weekly digest useful for a regular pulse check, with urgent-only single notifications turned on so critical responses surface immediately. You can adjust these settings at any time.

Yes. ClubSat supports multiple staff members per club. You can invite co-directors, administrators, or other team members to your club's account, and each person sets their own notification preferences independently. So one person might want a daily digest and immediate alerts for urgent responses, while another prefers a weekly summary only. Invitations are sent by email, and new members can join your club's account without any technical setup on their end.