SATISFACTION SURVEYS
MYSTERY SHOPPING TRAINING & EDUCATION
BUSINESS METRICS
Generate real time feedback to achieve service excellence.
Deliver industry leading satisfaction surveys to your customers online, providing an economical way of truly understanding their views, what is important to them and the degree of that importance.
The feedback generates clear direction to improve the 'experience' afforded to your ‘Members, Visitors and Staff’, assisting you to breed loyalty, increase spend, secure referral and repeat business.
Ask the right questions to generate reliable feedback: Industry specific templates assist you to build surveys from a bank of insightful questions, with the flexibility to add bespoke questions as desired.
Golf
Member Experience
New Member Integration
Member Exit Visitor Experience
Group Golf Day Organiser Golf Lesson Club Fitting
Academy / Driving Range
Leisure, Spa & Beauty
New Member Integration
Member Experience
Member Exit
Leisure Day Guest
Spa Day Experience
Beauty Treatment
Personal Training
Fitness Class
Hospitality
Dining Experience
Hotel Guest
Conference & Events
Human Resources
New Starter
Employee Satisfaction
Employee Exit
Automated software invites customers to complete a survey based on their recent encounter, or will track a customer’s experience at significant landmarks during their journey, auto-generating a series of questionnaires, in sequence at set intervals as programmed.
The dashboard features real-time results , with built in demographic filters , industry benchmark comparisons and trend tracking tools for immediate and astute analysis.
General
Customer Service Tracker
Bespoke Surveys
Member Communication App
Covid-19 Bundle
The following statistics have been taken from member & guest surveys, as delivered by 59club affiliated venues:
New members establishing friendships at your club:
How members rated their associated benefits, discounts and incentives:
Employees showing a genuine interest to get to know new members:
Ex-members who didn’t visit the club as often as they would have liked:
Employees who requested referrals from new members:
Ex-members who will be joining a competitor club:
Existing members perception of their membership fee affording value for money:
Existing members rating their sense of belonging at the club:
Ex-members who felt that the club failed to deliver all that was promised when they joined:
Participants preference of anonymity:
WAIVED ANONYMITY
REMAINED ANONYMOUS
“The 59club surveys have been a huge success for us! We have linked our EPOS [Concept] system to 59club’s survey software, which will provide a survey to anyone that plays a round of golf at The Belfry. This gives us even more insight into what our customers are looking for allowing us to retain our number one position as the best golf resort in the UK.” Chris
Reeve, Director of Golf, The Belfry Hotel & Resort
59club’s Mystery Shopper process allows you to understand business trends, monitor performance, develop staff and exceed customers’ evolving expectations.
An independent mystery shopper audit allows managers to view their club through the eyes of their customers, taking feedback to pinpoint strengths and weaknesses with the ability to make service comparisons across the industry.
The audit criteria dissects your service offering into the following categories: staff attitude, sales & upselling aptitude, facility management and general operating procedures. This generates real and current information that can be acted upon.
59club have mapped out the perfect service experience within every revenue stream, complete with the flexibility to customise audits to reflect your individual customer journey .
Membership Sales Life as a Member
Visitor Experience
Group Golf Sales
Golf Break
Retail Enquiry
Custom Fitting
Golf Tuition
Membership Sales Life as a Member
Spa Day Experience
Massage / Facial Spa Break
Hotel Guest Conference & Events
Fine Dining
Casual Dining Food To Go
With bespoke ‘performance comparisons’ against competitors, the 59club industry and best performers internationally, in addition to complete functionality to track headline and departmental trends, clubs receive the intel and motivation to ensure performance is achieving its potential.
"The expertise, information and staff training that 59club has provided us at both Emirates Golf Club and Dubai Creek, over the years have become mainstays of our business, and have allowed us to deliver a consistently high level of customer service across our entire group operation. We pride ourselves on being amongst the very best venues in terms of the visitor and member experience in world golf.”
Chris May, CEO, Dubai Golf"For us 59club acts as a training tool, allowing us to drill down into all the different sectors of how you are being managed and measured. It’s a tool for getting together with the team to identify where you need to improve, it’s about consistency at the end of the day, producing the same conditions on a daily basis for our guests expectations, that's what it’s all about."
Craig Haldane, Golf Courses Manager, The Gleneagles Hotel
"We pride ourselves on our overall guest experience, delivered through our entire team’s extensive knowledge and dedication. We are always looking for ways to improve, working with 59club has been really beneficial. We will, therefore, continue to support our staff with innovative, industryleading training plans incorporating 59club’s expert guidance, to ensure we remain at the forefront of guest experience, as we continue to evolve and strive for growth throughout the resort. I would encourage others to search out such feedback with an open mind when it comes to finding new ways to improve."
Agustin
Garcia, Chief Business Officer at Infinitum (formerly known as Lumine)
"The training and testing platform created the much needed visibility into our sales organization that we have been wanting for a long time. We now have a consistent sales training program for all new hires, and allows us to focus our retraining efforts specifically on those that need it and on the areas that they need. Mike and his team are incredibly responsive and have done so much to help our sales team."
Vic Aliprando, VP of Business Development, PGA Tour - Golf Course Properties
"Our partnership with 59club USA has been instrumental in evaluating and enhancing our performance across the board,” said Amy Buchanan, VP of Sales and Marketing, Bobby Jones Links. “Using a third party to ensure we’re constantly getting better is a real differentiator compared to other management companies who rely on biased data from their own channels. With 59club USA, we can ensure we’re getting real, actionable, unbiased data which will allow us to improve quickly and efficiently. We’re thrilled with the results.”
Amy
Buchanan, VP of Sales & Marketing, Bobby Jones Links
"It’s an absolute pleasure to be associated with and work alongside 59club, their expertise span the whole of the hospitality business – which Troon Golf also specialises in. There is such incredible value in the level of detail within the 59club reports, it’s a set of independent eyes, seeing the customer journey through the eyes of the guest, which is so incredibly valuable. Nine times out of 10, you are going to see an increase in revenue, and that is an absolute no brainer. I do genuinely respect and value what 59club offers. It’s something golf never had previously, and I just hope everyone else values it as much as we do. Properties need to see their products and services as something that provides tangible value; with 59club your guaranteed to improve the overall experience, and ultimately that will make a difference to your profits."
Tom
Rourke, General Manager, The Els Club, Dubai"Our relationship with 59club speaks for itself – we have been working with 59club for nine years and we’re very happy. They’re very professional and very helpful in all aspects. You only have to look at the range of products they continue to introduce to see that it’s not a company that is standing still. They’re progressing and, as their client, we progress too."
Kristoff Both, the director of Club de Golf Alcanada
SATISFACTION SURVEYS
MYSTERY SHOPPING
TRAINING & EDUCATION
BUSINESS METRICS
The intelligent virtual education experience.
Venues can white label the platform making it the perfect vehicle to store and communicate all in-house company policies and training manuals directly with the team. Also providing the technology to build internal online training courses and track employee liability acceptances.
Featured Training Programs:
Leisure, Spa & Beauty Golf Hospitality
Membership Sales
New Member Integration
Member Retention
Visitor Experience
Corporate Golf Day Sales
Retail & Upselling Golf Lesson
Custom Fitting
Leisure Membership Sales
New Member Integration
Member Retention
Spa Day Experience
Beauty Treatment
Retail & Upselling
Hotel Guest Experience
Conference & Event Sales
Dining Experience
MEASURE • TRAIN • SUPPORT • REWARD
An acclaimed route to develop your sales & service aptitude.
Ongoing professional development is at the heart of any world-leading venue’s strategic approach. 59club’s training modules utilise proven sales and service tactics to educate and motivate staff.
59club training has assisted hundreds of venues worldwide, and can be tailored to accommodate individual needs, whilst also providing access to 59club’s online learning resources.
New Member Sales Enquiry
New Member Integration
Member Retention
Group Golf Sales Enquiry
Operations & Upselling
Retail & Upselling
Custom Fitting
New Member Sales Enquiry
New Member Integration
Member Retention
Group Spa Day Sales Enquiry
Spa Operations
Retail & Upselling
F&B Operations & Upselling
Conference & Event Sales
Event Operations & Upselling
Defining service levels
Non-golfer engagement skills
Training can address weaknesses highlighted by mystery shopper audits and customer satisfaction survey feedback, ensuring clear action points are addressed. We adopt best practice methodology, proven to deliver outstanding service levels and sales outcomes.
“Having 59club deliver the training to the team has given them a heightened perspective of the standards that we expect from our staff and the service that our members and guests deserve. It’s truly inspirational to see 59club's passion and vision for wanting to create the best experience for our members from the very moment they join. The team are literally buzzing and can’t wait to incorporate 59club's sales and service tactics into club life.” Chris May, CEO of Dubai Golf.
Compare variables such as gross profit, turnover, membership revenue & attrition, purchasing rates, average monthly sales, payroll and staffing levels. Subsequent releases will allow venues to delve deeper to truly understand greenkeeping costs, professional offerings and club salaries.
Metrics combines differing financial & numerical statistics to provide clarity around a venues financial performance, for example ‘total revenue divided by number of rounds played’, or ‘payroll divided as a percentage of revenue’; generating direct industry comparisons. Complete with intelligent filters that allow you to make further adjustments to measure your results against a custom data set.
Club Study connects Managers with industry Insight, and a global network.
Our minute surveys are used to collect immediate and diverse responses from 59club’s global network, with results analysed to identify emerging trends, and then published days later. Each fortnightly survey highlights technical, conceptual and philosophical insights from inside Golf, Leisure & Hospitality businesses from across the UK, Europe, USA, Canada, Asia, Middle East, Africa, Australia & New Zealand.
The Insight, Collaboration and Community that Club Study creates, will inspire curiosity, and ultimately empower Club Managers to make informed data-driven decisions.
40% of clubs allow their staff to dine at their club, though most state it's during certain times or infrequently
“We want our staff to be proud of where they work so typically if they have family in town for a special occasion, we will let them dine at the club with their family"
Participants are encouraged to submit questions they would like to appear in subsequent surveys, putting Club Managers in control of the direction the study takes to give an industry perspective like no other.
Previous reports have revealed a Club Manager's typical ratio of hours spent in versus outside the office, the composition of a club's board or management group, the frequency of F&B menu changes, and emotive responses to pinpoint a manager’s stress level, to provide a broad flavour of what’s in store.
Club Study is a complimentary offering as part of 59club’s commitment to support the Club Manager to achieve Customer Service Excellence by harnessing insight, collaboration and building community.
SATISFACTION SURVEYS
MYSTERY SHOPPING
TRAINING & EDUCATION
BUSINESS
METRICS
Streamline Operations Management
Advance Employee & Member Experience
Utilise live performance data submitted by the management team, employees and club members to make informed decisions to elevate satisfaction levels, retention rates & profits.
The management team log observations during their daily departmental evaluations, with the ability to share live performance reviews with the team, set targets, track accountability, and monitor progress.
Employees record their physical and mental well-being while at work, including their perceptions of the relationships that have formed with their peers and superiors, in preparation for periodic appraisals, whilst supporting career progression.
Club members, the board, committees or engineered focus groups privately communicate their experiences of club life, direct with the management.
MyTell for Managers
Golf Course Presentation, Maintenance & Amenities
Practice Area, Playing Surfaces & Facilities
Front of House Employees
MyTell for Members
Community & Club Culture
Club Facilities
Member Services
Food & Beverage People
MyTell for Employees
Health & Well-being
Intellect
Drive Relationships
Clubs can build a bespoke user experience, all feedback is received privately by the relevant individual or club department, with supplementary comments, ratings & images providing full clarity and analysis over a particular issue or task.
MEASURE • TRAIN • SUPPORT • REWARD
Succession supports its members to reach their full potential, providing refined learning opportunities that feeds personal growth and drives career progression.
The digital learning platform acts as a hub to connect progressive individuals with the latest video, audio and written educational content, plus a schedule of unique learning events, all centred around Successions’ seven key areas of development.
Leading experts across sport and business share their knowledge, with new content and talented contributors constantly added to accelerate our holistic blend of education. Each lesson is categorised under its specific learning objective, making development readily digestible in a way that suits the learner; delivering 'bite-sized learning at it's best'. Membership is open to all managers, their deputies, and other rising stars within their business.
Regular content providers include:
Succession is brought to you by 59club and its long-term major partners:
