CRP Performance Management & Metrics 2 — Questions and Answers
Question 1: A recreation department wants to measure program efficiency. Which metric best captures the cost per participant served?
- Total program revenue divided by staff hours
- Total program expenditures divided by total participants (Correct answer)
- Net revenue minus operating costs
- Staff salary divided by number of programs offered
Correct answer: Total program expenditures divided by total participants
Cost per participant is calculated by dividing total program expenditures by the total number of participants served.
Question 2: Which balanced scorecard perspective focuses on internal processes that drive program quality?
- Customer perspective
- Financial perspective
- Internal process perspective (Correct answer)
- Learning and growth perspective
Correct answer: Internal process perspective
The internal process perspective of the balanced scorecard examines operational efficiency and quality of program delivery.
Question 3: A park district's registration conversion rate drops from 72% to 58%. What does this most likely indicate?
- Increased staff productivity
- Potential issues with program appeal, pricing, or registration barriers (Correct answer)
- Higher program quality standards
- Successful targeted marketing
Correct answer: Potential issues with program appeal, pricing, or registration barriers
A declining registration conversion rate suggests that fewer interested participants are completing enrollment, signaling issues with pricing, accessibility, or program relevance.
Question 4: In recreation program evaluation, what does 'utilization rate' measure?
- Staff satisfaction with scheduling
- Actual usage of a facility or program compared to its maximum capacity (Correct answer)
- Revenue generated per facility square foot
- Number of new participants per quarter
Correct answer: Actual usage of a facility or program compared to its maximum capacity
Utilization rate compares actual usage (attendance or bookings) to maximum available capacity to assess how efficiently resources are being used.
Question 5: Which type of benchmark compares a recreation agency's performance against similar agencies in other jurisdictions?
- Internal benchmark
- Competitive benchmark (Correct answer)
- Functional benchmark
- Process benchmark
Correct answer: Competitive benchmark
Competitive benchmarking compares performance metrics against peer organizations in the same industry or sector.
Question 6: A recreation supervisor notices that participant satisfaction scores are high but program repeat-enrollment rates are low. What does this contradiction most likely suggest?
- Survey instruments are reliable and valid
- Participants enjoy programs but may not see long-term value or have unmet scheduling needs (Correct answer)
- Staff performance needs improvement
- Marketing outreach is insufficient
Correct answer: Participants enjoy programs but may not see long-term value or have unmet scheduling needs
High satisfaction with low repeat enrollment often indicates participants liked the experience but face barriers like scheduling conflicts, cost, or lack of perceived ongoing value.
Question 7: When setting performance targets using the SMART framework, what does the 'T' stand for?
- Trackable
- Transparent
- Time-bound (Correct answer)
- Targeted
Correct answer: Time-bound
In the SMART framework, 'T' stands for Time-bound, meaning goals must have a specific deadline or timeframe for achievement.
CRP Performance Management & Metrics 2
A recreation department wants to measure program efficiency.
Which metric best captures the cost per participant served?