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Staff reports $36,622 in annual revenue, NPS of 92 for Branch Connection second-quarter
Summary
Staff presented the Branch Connection second-quarter operational report, reporting $36,622 in total revenue, 16,979 membership scans (5% quarter-over-quarter growth), 11,053 program participants and an NPS of 92; board members asked for a clearer revenue breakdown and clarified veteran eligibility rules.
Jackie, a staff member presenting the Branch Connection second-quarter report to the Senior Advisory Board, said the program recorded $36,622 in total revenue for the fiscal year-to-date and listed rentals, membership fees (including SilverSneakers), membership renewals and trip fees as the main revenue components.
Jackie said membership scans for the quarter totaled 16,979, a 5% increase from the prior quarter, and that program participation reached 11,053 across 287 programs — a 48% increase year over year. She reported expenses through March of $255,981, a cost-recovery rate of 14%, and a Net Promoter Score of 92, which she described as “exceptional” (noting NPS over 70 is exceptional and over 50 is considered excellent).
During questions from the chair and other members, Jackie clarified that the list of revenue components was not presented in rank order and that membership fees — particularly memberships routed through third parties such as SilverSneakers — are the largest revenue source, while trip fees are minimal. Jackie also said no disabled veterans used the membership scholarship program in the reported quarter and explained that the system flags veterans only if they enroll in the specific veterans program; board members noted the program requires a disability threshold (cited in the meeting as roughly 80%) for scholarship eligibility.
Board members requested a future breakdown that separates membership revenue (new members and renewals), rental income and trip/activity fees by percentage of total revenue, and Jackie agreed to provide a split in the next packet. Jackie also highlighted that increased encumbrances are expected in the third quarter as the fiscal year’s remaining funds are allocated in advance.
The board did not take formal action on the report at the meeting; members asked staff to add clearer footnotes identifying how activity and trip fees are allocated (including instructor percentages) and to provide video or other materials when useful for program promotion.
