Bishops Bay
Annual Member Survey
Executive Summary
Bishops Bay Country Club Annual member Survey 2024
We conducted our 2024 Membership Satisfaction Survey from July 25th to August 11th. We reached out to a total of 1,097 members and received 474 responses, giving us a response rate of 43%. Thank you to everyone who took time out of your busy schedules to participate, as this feedback will be invaluable in helping us understand the needs and preferences of our members.
One of the most encouraging aspects of the survey was the diverse range of responses we received from members of all age groups and varying lengths of tenure in membership. It was particularly heartening to see that the largest group of respondents were members who have been with us for more than 15 years. This demonstrates a strong sense of loyalty and satisfaction among our long-standing members.
Who responded.
To gain a deeper understanding of our overall membership base, we asked specific questions in this year‘s survey that allowed us to filter the responses by type of membership, gender, age, and years as a member. The membership types of respondents were as follows:
• 67% of respondents were Golfing members
• 23% were Lifestyle members
• 5% were Social members
• 5% were Waitlist members
This information will be crucial in tailoring our services and offerings to better meet the needs of
each membership category.
Some other notable results from the survey that will help us in planning and scheduling club activities and events in order to ensure maximum participation are as follows:
• 52% of respondents were male, 48% were female
• 59% of respondents reported using the club at least 10 months a year
• 19% of respondents reported that they go away for 6 months a year during the winter months
01 Satisfaction
Down slightly from last year, but still strong.
Year over year.
Membership satisfaction is down slightly from last year in most categories, which we anticipated given several factors, including the newly approved Capital Dues assessment, ongoing renovation projects, and the historic amount of rainy weather we dealt with this spring and summer.
This slight drop in satisfaction may cause some concern among members, but it is important to understand these numbers in context: satisfaction was strong last year, and even with a slight drop this year it remains that way. Changes and adjustments are part of any organization‘s growth and development process.
A lot to be proud of.
The club satisfaction survey results this year were quite promising. Most of our members (79%) strongly agreed or agreed that they were satisfied with their club experience, with a weighted average of 3.96 out of 5. This shows that our members are happy with the club and the services we offer as a whole.
When asked if they receive good value for their membership, 54% of members agreed or strongly agreed, with a weighted average of 3.36. The NPS score of 43 also provides valuable insight into member satisfaction.
With 56% of members rating a 9 or 10, 32% rating a 7 or 8, and only 12% rating 0-6 - most members are promoters of the club.
79% strongly agree or agree that their membership is a good value
We pride ourselves on providing an excellent member experience through customer service, course maintenance, event planning and programming, food and entertainment, and more.
20% new respondents
20% of our respondents this year were new, with less than three years of membership. Their feedback on the onboarding experience was particularly positive, with 73% rating onboarding as excellent or above average, and a weighted average of 4.0. This indicates that our new members can navigate our services effectively and feel welcome in the club community.
Majority are promoters of the club
Overall, the majority of the membership feels positively about the club and their experiences here.
09 Golf
Our Crown Jewel
We were pleased to have 317 Golf members respond and share their thoughts on various aspects of our course. John and his team received outstanding ratings from members, a testament to his leadership and the team‘s efforts. 78% of Golfers said the course has improved this year, a clear indication that the efforts made by our club to enhance the course have not gone unnoticed by our members.
Fairways and Greens
The golf course at our club has always been a point of pride for our members, and this year was no exception. The fairways and greens were rated very highly by nearly all of our members, with 90% of them giving them an excellent or above average rating.
Our bunkers throughout the course ranked higher this year, which was to be expected after the new Signature 900 Best Sand was installed last fall. Feedback on the driving range continued to be very positive, as did the feelings about the speed of our greens. 65% of our members feel that our pace of play is above average or excellent, which is a testament to our team and the efficiency of our operations.
Pro Shop and Golf Operations
High marks
Our pro shop services remain highly rated by members, and feedback on our outside services has been overwhelmingly positive. John and his team’s new programs have been very well-received, reflecting their success in meeting member expectations.
Golf programming satisfaction has increased steadily over the past few years. In this year’s survey, 78% of members noted improvements in golf operations, while 88% rated our golf management as excellent or above average. Again, these ratings are a testament to John, Chris, and the team’s dedication to delivering top-quality service and maintaining our facilities to high standards of play.
Turnhouses and Capital Projects
Welcomed changes
Golf Simulators
Logistical challenges
The Turnhouses throughout the course received mostly above average and excellent ratings, although it was communicated that there is room for improvement as far as menus are concerned. We will be looking into it!
We wanted to hear from our community members about their satisfaction with our course capital projects, and were pleased to see that both the cart path restoration and maintenance barn project received above satisfactory ratings. 71% of respondents rated the pond bank restoration as above average or excellent. Pond bank restoration is important for maintaining the health of our many ecosystems throughout the course.
33% of members reported using the simulators, while 67% did not. Feedback from those who did use the simulators was largely positive, and many found it to be a valuable addition to the amenities offered at the facility.
Among those who did not take advantage of the simulators:
• 21% cited being away during the winter months as their primary reason
• 24% reported difficulty in securing a tee time
• 18% noted that when they could book a slot, it was not at their preferred time
These findings highlight a clear bottleneck in simulator availability, which is significantly limiting member usage.
08 Racquets
Great, and getting better
Racquets overview.
One of the standout features of our tennis program as reported by our members is the leadership of Bubba and his team. The comments from respondents were overwhelmingly positive, with accolades for Bubba and his staff, praising their dedication and professionalism. We also received high marks for both our Tennis and Pickleball courts, which the team works hard to maintain.
Respondents were pleased with the programming and reported feeling as if it had improved over the past year, and the main areas for improvement were in increasing our programming to meet growing interest.
Tennis
» 21.63% of respondents were members involved with our Tennis program
» 80% of our members said that the tennis program improved this year. This high level of satisfaction indicates that the program is moving in the right direction and meeting the needs of our members.
» Most respondents rated our courts as excellent. Well-kept courts provide better playing experience, and it‘s clear that our team is doing an outstanding job in this regard.
» In addition to the courts, our programming also received strong ratings from members. The continual growth in programming demonstrates our dedication to providing a variety of options for players of all skill levels.
Pickleball
» 116 respondents expressed their continued interest and enthusiasm for Pickleball, with 64% rating the courts as excellent.
» 65% felt that the Pickleball program has improved this year.
» Members shared that there is an opportunity to offer more organized events, particularly with regards to pro and open play opportunities. This feedback suggests that members are eager for more structured and competitive play options, which can help enhance their overall experience and skill development in the sport. We love to hear this!
08 Pool Popular with all
Pool overview.
The pool remains one of the most popular and well-regarded amenities at our facility, playing a key role in overall member satisfaction. While the pool itself receives high marks for its condition and service, there has been a slight dip in satisfaction with food and beverage offerings, primarily due to kitchen limitations. However, members continue to praise the friendliness and attentiveness of the pool staff, while the swim team, lifeguarding, and pool management have all seen notable improvements this year. Although opinions were mixed on whether the pool has improved overall, most members are still highly satisfied with the facilities and services.
Pool and Swimming
» 60.3% of respondents indicated that the pool is held in high regard
» 78% of our members rated the condition of our pool as excellent or above average.
» There was a slight decrease in satisfaction with our food and beverage offerings. This appears to be driven by the lack of a true kitchen, which limits the variety and quality of food that we can offer.
» Service at the pool received high marks from our members, with friendliness, attentiveness, and accuracy being highlighted as key strengths. Excellent customer service is essential in creating a pleasant and welcoming atmosphere at the pool, and it is encouraging to see that our staff are excelling in this area.
» Lifeguarding and Pool Management received high ratings, with most members deeming them above average.
» The swim team saw significant improvement, with the majority of members rating it as excellent.
» Overall satisfaction among members remains strong, with 75% rating the pool as above average or excellent.
03 Food and Beverage Another successful year
Members recognized the hard work and dedication of our Management Team with high marks across the board. Member satisfaction with clubhouse food and beverage services has steadily increased, with high ratings for food consistency, service, and value. Benchmarking against similar clubs shows that we are performing at or above industry standards.
Satisfaction is on the rise
Member satisfaction has been on the rise, exceeding expectations with each passing year. A year-over-year comparison revealed that satisfaction scores have peaked since 2020, when the unprecedented challenges brought about by Covid-19 led to a unique year in terms of member satisfaction, with closures and restrictions creating a heightened sense of appreciation for the services provided by the clubhouse.
Clubhouse Service
Clubhouse service scores have been consistently rated as excellent year after year, a clear indicator of our commitment to providing the best possible experience for our members. This success can be attributed to our unwavering dedication to providing top-notch service and constantly striving to improve and innovate.
Compliments to the Chef
One of the key factors contributing to the increase in member satisfaction is the exceptional level of food consistency that has been maintained by Chef Gabor and his team. In fact, the past year has seen one of the best food consistencies in the past eight years. Chef Gabor and his team have prioritized quality, value, appearance, and consistency in every aspect of their work.
Clubhouse Management
We asked our membership to rate individual management within our clubhouse, and I was pleased to see that all of our clubhouse management received high marks, reflecting their dedication and hard work in providing excellent service to our members.
Food and Beverage
A key metric we analyzed was satisfaction with food and beverage services compared to the previous year. It was heartening to note that overall satisfaction had increased, with 58.92% of respondents stating that they felt the quality of food and beverage had improved over last year. The value of wine, liquor, and beer has remained consistent year over year.
Industry benchmarking
In addition to gathering feedback from our members, I also took the initiative to benchmark our weighted averages against a national database of similar clubs‘ food and beverage operations. I was delighted to discover that we were either at par or excelling against our peers in the industry. This benchmarking exercise not only validated our efforts but also provided us with valuable insights for further improvements.
04 club Services
Private events, family, fitness, and more
Private Events
We asked our members about their private event experiences, and we‘re pleased to report that 45 members hosted events with us. The feedback shows strong satisfaction, with many members expressing their contentment with the overall experience. From venue selection to catering options, our team works diligently to ensure every detail is attended to, making our members feel valued and appreciated.
A key factor in their satisfaction was our attention to detail and the personalized touch in planning. Additionally, the quality of service provided during these events was highlighted as a major contributor to member satisfaction.
Family Programming
At our private club in Madison, we are proud of our family programming, which has received extremely high ratings. A key factor in this success is our focus on teen programming, as we recognize the importance of engaging our teenage members with activities and events
tailored to their needs. Alongside this, we have also prioritized expanding our adult programming, working hard to offer a diverse range of activities that cater to their interests. These efforts have led to a noticeable increase in member satisfaction this year.
Fitness
66 members shared their thoughts and feedback about our fitness and wellness programs. While the feedback was largely positive, one common suggestion that emerged from the survey was the desire for our fitness and wellness programming to be offered later in the day. Many members expressed that they lead busy lives and find it challenging to attend classes earlier in the day.
Pontoon Boat
Our pontoon boat has once again proven to be a favorite among our members, receiving high ratings and positive feedback for the quality of experience it provides.
» 62 respondents, representing 14% of our members, expressed their enjoyment of the boat this year.
» 29% of respondents indicated that they would use the boat more frequently if there were more opportunities to do so.
08 Management and Governance Strong leadership
Management and Governance overview.
As a Club Manager, one of the most important aspects of my job is ensuring the overall satisfaction of our members. Our recent survey to gauge member satisfaction with general club management showed positive feedback on both club management and the Board of Directors, with the majority of members rating both as above average or excellent.
While the overall scores were slightly lower than last year‘s results, the responses were still encouraging and reflect strong overall satisfaction.
Management and Governance
» I am pleased to report that 65.3% of members rated me above average or excellent.
» The overall weighted average from the survey was 3.72, which is slightly lower than last year‘s average of 4.1.
» 59.4% of members rated the Board above average or excellent.
» The overall weighted average from the survey was 3.67, which is slightly lower than last year‘s average of 4.
Communications
We surveyed our members on their communication experiences within our organization. We asked them to rate different communication channels, such as email, in-person meetings, phone calls, and social media, among others. Overall, we were pleased to see that our members rated their communication experiences as average to above average.
» 62% of our members use the newsletter as their primary source of information, with email coming in at a close 2nd with 55%
» 49% of members reported using the mobile app to get their information, highlighting the importance of mobile-friendly platforms in today‘s digital age.
» Only 20% of members rely on the website for information, suggesting that our website may not be as effective in reaching our target audience.
08 Strategic Plan and Capital Projects Moving in a good direction
Overview.
The recently shared strategic plan has generated significant interest and engagement from members, with a large majority reading the document. Survey results show strong support for key capital projects, including the kitchen expansion and the pool/ racquets rebuild. While support for the extended dining room was lower, there is still notable interest in this initiative. However, there was also significant support for the Golf Performance Center, which we are currently revisiting as a result of the feedback we received. Overall, members are invested in the future direction of the club and recognize the value of these proposed improvements.
Strategic Plan and Capital Projects
» Out of the 406 members that responded to this question, a staggering 88.42% indicated that they read the strategic plan document.
» The kitchen expansion received an impressive 87.89% yes rate, indicating that our members see value in investing in improved dining facilities.
» The Pool and Racquets rebuild had a slightly lower, but still strong 74.41% yes rate, showing that our members recognize the importance of maintaining and updating our recreational facilities.
» 56.10% supported the dining and winter golf expansion, while the proposed Golf Performance Center project had 42.25% support.
Based on survey responses about support for both the dining and winter golf expansion and Golf Performance Center projects, we are currently revisiting the Golf Performance Center project as a way of working to ensure that we‘re focusing on projects that our members are most excited about.
Stay tuned for updates!
