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 Golf Visitor Experience audits in the region.

TEE TIME RESERVATION

ARRIVAL & CHECK IN EXPERIENCE

BOOKING CONFIRMATION

GOLF SHOP RETAIL ENQUIRY PRACTICE FACILITIES

LOCKER ROOMS

ON-COURSE SERVICES

FOOD & BEVERAGE

GOLF COURSE PRESENTATION & AMENITIES

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

The report analyzes 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 analyzes a visitor's probability of making a return visit or recommending the venue to others).

CUSTOMER SERVICE TRACKER

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 Canadian 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, United States, Middle East, Africa, Asia, Australia & New Zealand.

CANADIAN AVERAGE

CANADIAN PODIUM

The Canadian Average represents a combined score of all mystery shopper measurements experienced during the preliminary free trial offering in the region.

The Canadian Podium Average is a combined score of the Top 3 performing venues within the region across the overall audit.

The Global Podium Average is a combined score of the Top 3 performing venues spanning all 59club territories, representing the CX benchmark of excellence.

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 Canada, 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.