Member2022 Satisfaction Survey
Overall Club Satisfaction or our NPS was extremely high this year with the majority (46.4%) of our members saying that they are Extremely Likely to recommend their club. This is 6.4% higher than other clubs surveyed by McMahon Group in the very satisfied category. We had 86% of our members that responded with Extremely likely or very likely to recommend.
Our direct question of “please rate the overall value of the dues you pay” receives the majority of our membership rating dues value at average (45%). 38% rating it above average being the next highest rating. This is comparable to the benchmarking we saw last year that 71% of members from other clubs receive good value from their dues.
Overall, the vast majority 81.8% of our members feel the fairways are excellent or above average, with 47% of those being excellent.
Our Greens were also rated very high with the majority of our members rating them excellent. 86% of our members rated them excellent or above average. Our tee boxes had a very similar rating. had 296 respond our golf course section giving their opinion. Our members very passionate about their be
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heard. 47% 35% 13% 4%1% Fairways PoorBelowAverageAboveExcellentaverageaverage 44% 42% 11% 3%0% GREENS Excellent Above average Average Below average Poor
Golf Continued
Our Bunkers had some concern this year compared to 2020, when they were first installed. The majority of our members rate them above average, with 70.6% of our members rating them above average or excellent. There are 10.1% of our members that rate them below average or poor, this comes from comments about the pot bunkers and sand. We have a plan to revise the Pot Bunkers to make them more playable. We are also working with Reliable for more maintenanceconsistentalso.
Fescue grass has seen some improvement but continues to be a strong topic with the majority of our members rating it above average at 34.5% and 14.5% below average or poor. We have a progressive plan to kill and reseed bad fescue areas to make fescue playable and clean. It is a veryprocess.long
Golf Continued
Our members feel that the Driving Range tee condition is above average or excellent 77%. The vast majority of members feel we are excellent at providing balls and the condition of the range is excellent.
Overall, our members feel that the pace of play on the golf course is above average.
Overall, the majority of the golf membership feels that the golf course has improved over last year, and we are moving in the right direction. They gave us feedback for continued improvement.
43% 36% 18% 0% Range Condition PoorBelowAverageAboveExcellentaverageaverage
Our members continue to rate our pro shop service excellent.
Golf Programming
We also saw increased satisfaction in our golf programming this year over last year across the board, with junior golf satisfaction being the highest increase. Our mixed golf programming was most impactful with the new leagues and great turnout each week.
Turnhouse
This year we gauged satisfaction with the turnhouses, as we expanded our hours of operation. We found that the members satisfaction was mostly above average or excellent 75.3% with the new hours. The menu pleased the majority of our members, and they rated our service excellent.
50% 38% 11% 0% Turnhouse Service Excellent Above average PoorBelowAverageaverage
Racquet Sports
Tennis respondents represented 17.5% or 86 members of the survey. Tennis utilization is neck and neck with our Pontoon boat amenity. The majority rated them excellent as usual. The turnaround this year was the programming, with every category majority being excellent. The comments were overwhelming with accolades for Bubba and his team. Lessons, services and management all received excellent ratings. 87% of our members said that the tennis program improved this year.
Pickleball is our fourth most popular amenity now with 21.5% of respondents or 105 members. 79.2% of our members rate the courts excellent. All categories of satisfaction are rated excellent, with some focus on future event planning focus.
Pool is our third most popular amenity and had a very high response rate at 55% or 269 members. 90% of our members rate the condition of our pool excellent or above average. The issue lies in our Pavilion that houses our kitchen and employee spaces that we need to serve our members. They are completely unsatisfactory for our staff to provide services for our members at a level that meet expectations. Due to the outstanding efforts of our Pool Manager McKenna, she did manage to raise every level of satisfaction over last year in every category. We saw major increases in quality, selection, and service under her
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their happiness with the improvement in the swim team rating it excellent this year. Lifeguarding and Pool Management both rated the majority in above average to excellent areas. When asked if the pool had improved this year, members stated overwhelmingly yes with 73%.
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Clubhouse
Food & Beverage
In the area of clubhouse food and beverage we saw quality remaining at the above satisfactory level. It was a goal to see this move more in 2022. It was a bit surprising to see that the members’ perceived value was average with us not raising pricing and subsidizing food cost all year long. Appearance, selection and consistency all remained in the above average majority, not moving the needle and meeting our goal. We have a plan moving into the fall/winter to introduce a new chef menu series that will feature Chef Gabor and his talents each week with a new variety of flavors. We will also be featuring new action stations during the winter months. This will carry into 2023 and beyond.
Clubhouse Service
Clubhouse service was rated overall above average to excellent with areas of opportunity noted in menu knowledge and a little in quickness of order that was reflective of order taking of newer staff. The newer technology has made a major impact and with time will make an even bigger impact. There is a noted year over year slight decrease in service scores that we feel continuing to improve our training program and focusing on onboarding and our staff engagement programs will pay huge dividends in the future.
When asked about the overall satisfaction of the food and beverage department the overwhelming majority agree it is above average.
Other Club Amenities
Our fitness and wellness programming was well received again this year, however participation was down especially later in the summer. We feel that this was due to inconsistent times. Ratings were very high as in the past. We will continue this amenity with consistent offerings and enhancement.
As in the past, our family programming is extremely highly rated. We truly set the bar in this area for private clubs in Madison. We saw movement in our above average rating for adult programming, but feel we need to do a better job in 2023. We are going to add some fresh patio entertainment on new nights and introduce some new adult items that are couples friendly.
Our Pontoon boat received 17.3% or 83 responses from members who enjoyed it this year and 93% would recommend that we continue it. The question about adding a speed boat received a 39% said yes. While the majority said no to the speed boat, they would add another Pontoon or other boat options. Comments mentioned paddle boards, canoes, jet skis, etc. The idea of a second boat was because there were many times that members could not take out the boat, as it was rented by other members.
Club Management
Members were asked their overall satisfaction with the general club management. The majority of members feel that it is above average, with 71.4% rating it above average or excellent.
Governance
Members were asked their overall satisfaction with the Board of Directors Governance. The majority of members feel that it is above average, with 64.4% above average or excellent.
Our members were asked about communication and all the ways we communicate. Overall, we received above average scores, with the exception of the mobile app. This area needs to be looked at to see how we can improve functionality and ease of user use. The website content is also an area that does need to always be current, and we are looking into a communications manager for 2023. This will assist managers and members in being more engaged in our programming.
We asked about the tee time system and found that the current system is rated 69% above average or excellent by our members.
Communications
We are very pleased with the results of the 2022 survey and feel that our members gave us great feedback and good suggestions for improvement for the 2023 season. Our intention is to create a survey action plan and communicate our plan to members assuring they know we are continuing to listen.
