Initial CX Insights

We have created a very simple Customer Experience (CX) Insights report, that provides a snapshot into the headline level data collected during the preliminary Golf Visitor Experience audits in the region.

TEE TIME RESERVATION

ARRIVAL EXPERIENCE

BOOKING CONFIRMATION

GOLF SHOP & RETAIL ENQUIRY PRACTICE FACILITIES

LOCKER ROOMS

ON-COURSE SERVICES

GOLF COURSE PRESENTATION & AMENITIES

FOOD & BEVERAGE

CST TRACKER

Golf clubs who engage in the mystery shopper program receive full access to 59club’s industry leading sales & customer service analysis.

The report analysies over 250 objective data points, that measure every customer encounter, from the initial Tee Time Reservation, right through to the post golf Food & Beverage experience.

The audit also collects data within the Customer Service Tracker, that monitors a Net Promoter Score (a score that analyses a visitors probability of making a return visit or recommending the venue to others).

The following analysis of the data collected during the preliminary audits provides insight into how golf clubs in the region are performing in areas such as Staff Engagement, Service Offering, Sales & Upselling Aptitude, and Facility Management

The report also compares the Australian golf clubs' performance to the global industry average and the podium performers, offering a benchmark against those already engaged in 59club's mystery shopper program.

59club’s Global data is representative of all affiliated properties spanning the UK, Europe, Middle East, Africa, Asia, United States and Canada.

AUSTRALIAN AVERAGE

INDUSTRY AVERAGE

PODIUM AVERAGE

The Australian Average represents the headline mystery shopper measurements experienced during 59club’s preliminary free trial offering in the region.

The Industry Average is a global benchmark representing all 59club venues.

Comparing clubs and managers who have just started with 59club, to facilities and operators who have spent nearly two decades learning, growing and adapting with 59club is sure to create a gap in our customer service benchmarks. This is normal and expected.

Early 59club adopters in Australia and New Zealand, however, are already starting to see significant improvement, and it’s only a matter of time before clubs in those regions begin to show up on 59club global podiums.