2023 Member Survey Summary

Member Survey Results

Presented By: Jeff Murray COO

Who Responded

Our Membership Satisfaction Survey launched August 5, 2023 to 1,071 members and closed on August 21, 2023.

We received 545 responses for a response rate of 51%, which is a historical record for us and a very high response rate in our industry.

We received a good response from all age groups and from varied tenure in membership. The largest group of membership response came from members who have been here for more than 10 years.

This year we asked specific questions so that we could filter the survey by type of membership, gender, age, and years as a member.

From the 545 member respondents, 69% were Full members, with only 24% from Lifestyle members. The remaining members were Social at 6% and Non-Resident at 1%.

54% of our member respondents were male. 61% of member respondents use the club at least 10 months a year.

19% of our member respondents said they went away for 6 months in the winter.

Club Satisfaction We asked the club satisfaction question in a few ways this year.

Overall, I am satisfied with my club experience Responded Strongly Agree or Agree Weighted average of 3.75 NPS scoring system was a 57.

65% (9-10) 27% (7-8) 8% (0-6)

87%

69%

New Members 29%

Of Respondents were under 3 years of membership

Onboarding Program to navigate our services

76%

Rated Excellent or Above average Weighted average of 4.13

Our newer members felt that our staff was helpful in connecting them to other members and rated our Membership Director very high. The newer members felt that our existing members made them feel welcome and part of the community.

Responded Strongly Agree or Agree Weighted average of 4.2 out of 5

I receive good value for my membership

Golf Course

331 Golfing Members Responded

93%

Rated the fairways are excellent or above average, this is up from 82% last year.

Highest rating we’ve seen in 4 years.

91%

Rated the greens excellent or above average, this is up from 86% last year. This rating is the highest is the last 3 years.

69%

Of Members feel our Pace of Play is Above Average or Excellent

Tee boxes and bunkers both trending the same above last year as expected with our number one goal this year being golf course improvements. Greens were rated Fast overall. The Turnhouses rated high again this year for service and hours.

Our benchmarking was good compared to other clubs, with an opportunity in our tee boxes and our cart paths. It was clear that our membership felt that our golf course has improved this year!

Golf

Programming

Pro Shop

Our members continue to rate our pro shop service excellent across the board. We asked specifically about outside services with the addition of some new programs John has been doing and the members are loving what he and his team are providing.

Operations 77% of the membership stated that our golf operations had improved over last year and 89% rate the golf management excellent or above average.

I did a benchmarking comparison with the national database and our golf department was at a meet or exceeded in all categories compared to other clubs.

We saw increased satisfaction in our golf programming over the past several years, our women’s and mixed events receiving the highest rating in the past 7 years.

Tennis 20.3%

108 Pickleball respondents

Tennis respondents represented. This is up from last year.

Pickleball

The comments were overwhelming with accolades for Bubba and his team.

74% Pickleball respondents rate the courts Excellent Of our members said that the tennis program improved this year.

The majority rated our courts excellent

86%

Respondents felt the Pickleball programs improved this year

81%

All categories received high ratings; however, we did see opportunity in more organized events with our pro and open play opportunities.

Pool

Highest utilization in the past 4 years

The Pool is our 3rd most popular amenity

Response rate at 60.3% or 323 members

88% rated the condition of the pool Excellent or Above Average

We saw some of the best satisfaction scores we have seen in years.

Jordyn did a great job with her team and the new menu was well received by the members.

72% said the pool improved this year

Clubhouse Food & Beverage

Year over year comparison showed satisfaction scores the best we have seen since Covid in 2020.

Our food consistency is the best in the past 8 years if you don’t include the Covid year. Gabor and his team focused on quality, value, appearance, and consistency.

All our clubhouse management received high marks. We saw an increase in overall satisfaction with food and beverage compared to 2022 and when asked they felt that it improved over last year 67% said yes. I also took our weighted averages and benchmarked them against a national data base. We came out at or excelling against other clubs F&B operations.

Clubhouse service scores were rated excellent and shows we are consistently growing year to year.

Private Events

Health & Wellness

members had a private event with our F&B team. We asked about quality of the food, friendliness, attentiveness, setup, and management and got the same response to all excellent.

member respondents that told us about their experience. Our fitness and wellness programming was well received again this year and rated very high. People would like to see some offered later in the day.

Pontoon Our Pontoon boat received 18% or 92 responses from members who enjoyed it this year. The boat received very high ratings again this year. Boat utilization was also higher this year. 54% of our respondents said that they would use the boat more if there was more availability.

Family Programming

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 excellent rating for family programming and feel that much of this is from our commitment to teen programming. We put a lot of focus this year on adult programming expansion and saw movement in satisfaction. This will continue as members experience more of our efforts this fall.

Board of Directors

Club Management

Members were asked their overall satisfaction with the Board of Directors Governance

Members were asked their overall satisfaction with the general club management.

Rated Jeff Murray 77. 4% above average or excellent

71.4 % Rating for 2022

Overall weighted average 4.1 vs last year 3.9

72. 2%

Rated the Board above average or excellent

64. 4%

Rating for 2022

Overall weighted average 4 vs last year 3.8

Communication Tools Communication 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 and website. We are currently revising our mobile app to make it more user friendly. We did see improvement year over year in these areas.

Wanting to know where to focus our efforts on communication, we asked our members which tools they use to get their information.

65% Newsletter

54%

Mobile App

59% Email

21%

Website

Looking Ahead to 2024 Goals from the annual Board Retreat and from Member Survey Responses Course

CONTINUE THE GOLF COURSE ENHANCEMENT plan with Relaible for 2024 GOLF COURSE SECURITY PLAN LAUNCHED FINISH ANY INCOMPLETE SAND TRAPS with the Signature 900 Best Sand in the spring COMPLETE THE POND BANK restoration on the golf course COMPLETE THE CART PATH REPAIR and seal coating in the spring for the golf season LAUNCH THE GOLF COURSE maintenance barn area beautification project in the spring

Communicatons

LAUNCH UPDATED WEBSITE By Quarter 1 LAUNCH NEW BISHOPS BAY MOBILE APP By Quarter 1 Hire a New Communications REFINE OUR COMMUNICATIONS STRATEGY and Director

Proforma and get a final decision FINALIZE OUR GOLF COURSE Takeover to launch or not for 2025

Master Plan

LAUNCH OUR MASTER PLAN member communication in Q1 of 2024 TOWNHALL MEETINGS in the spring of 2024 for the Master Plan VOTE HELD FOR THE MASTER PLAN at the Annual Meeting

Misc

MORE ORGANIZED PICKLEBALL EVENTS CONTINUE TO ELEVATE Food Quality & Consistency ENHANCE OUR COMMITTEE PARTNERSHIP AND CHARTER CONTINUE TO INCREASE and refine the adult programming ENHANCE OUR MEMBERSHIP APPROVAL PROCESS

This list is only the highlights of our overall plan. I will keep you updated on our progress as the year progresses. As you can see our Board, Committees, and Staff has a very busy year ahead. I would like to thank you for another outstanding year and look forward 2024!