2016 Member Experience Survey Results

MEMBER EXPERIENCE SURVEY 2016 RESULTS

April 2017 FIVESTAR LIFESTYLES

Member Experience Survey—2016 RESULTS It is our pleasure to present to you the populated results from the 2016 Member Experience Survey. Before viewing the results, we as an executive team would like to extend a special thank you to those who participated in generating the scores that you are about to review. Without such candid feedback, our ability to better meet your expectations is hindered, therefore making our goal of exceeding your expectations further out of reach.

There will be four primary objectives in the successful execution of these surveys: 1. Evaluate progress as compared to prior year benchmarks that serve as key annual performance indicators

Total Surveys Sent: 882 Total Surveys Returned: 179 Percent Membership Participation: 21%

2. Gain insights of the needs and wants of our membership body

Surveys Completed by Female: 34% Surveys Completed by Male: 66%

3. Grow our ability to build successful relationships with our membership whereby transparent communication exists

Surveys Completed by Resident: 63% Surveys Completed by Non-Resident: 37% 29 & Under: 0% 30 to 39: 13% 40 to 49: 22% 50 to 59: 32% 60 & Older: 33%

4. Improve operational processes and standards that better reflect the memberships’ desired Club attributes

In the report ahead, venue for venue quantitative data results will be displayed on their own specific page for ease of viewing and interpretation. The data is expressed in the easiest format for viewing by showing the question, the number of responses and the results as percentages.

Please note that we chose to eliminate the graph displays pursuant to last year’s member feedback.

Page 2

2016 Member Experience Survey Results Overall Experience/Satisfaction I am proud to bring guests to the Clubhouse.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.1% 4.5% 7.9% 52.8% 33.5%

I believe Club management is approachable and genuinely interested in my feedback.

Answer Options Response Percent Strongly Disagree 2.3% Disagree 4.0% Neutral/Neither agree nor disagree 14.9% Agree 47.7% Strongly Agree 31.0%

Club rules and policies are clearly defined in the Club's membership plan.

Answer Options Response Percent Strongly Disagree 0.6% Disagree 3.9% Neutral/Neither agree nor disagree 22.2% Agree 57.3% Strongly Agree 15.9%

Club rules and policies are consistently enforced.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.7% 13.8% 39.1% 35.6% 9.8%

Last Year Response Count 1.7% 2 4.1% 8 24.4% 14 51.7% 93 18.0% 59 answered question 176 skipped question 3

Last Year Response Count 5.2% 4 13.4% 7 34.3% 26 35.5% 83 11.6% 54 answered question 174 skipped question 5

Last Year Response Count 2.9% 1 6.4% 7 30.4% 39 55.6% 101 4.7% 28 answered question 176 skipped question 3

Last Year Response Count 7.6% 3 30.2% 24 33.1% 68 27.9% 62 1.2% 17 answered question 174 skipped question 5

Page 3

2016 Member Experience Survey Results Overall Experience/Satisfaction (continued) I enjoy the overall Club experience.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.0% 2.8% 10.8% 55.7% 30.7%

Last Year Response Count 0.6% 0 7.0% 5 18.6% 19 60.5% 98 13.4% 54 answered question 176 skipped question 3

I have had an overall positive experience with the executive team.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.2% 2.9% 16.2% 49.7% 30.1%

Last Year Response Count 2.9% 2 8.8% 5 46.2% 28 31.6% 86 10.5% 52 answered question 173 skipped question 6

I have had an overall positive experience with the associates.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.0% 1.2% 8.6% 56.3% 33.9%

Last Year Response Count 0.0% 0 0.0% 2 11.8% 15 59.8% 98 28.4% 59 answered question 174 skipped question 5

The Clubhouse surroundings are well-maintained and appealing.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.7% 1.7% 3.4% 53.7% 39.4%

Last Year Response Count 1.8% 3 8.2% 3 10.5% 6 59.6% 94 19.9% 69 answered question 175 skipped question 4

Page 4

2016 Member Experience Survey Results Overall Experience/Satisfaction (continued) The Clubhouse maintains cleanliness.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.0% 2.8% 3.4% 55.1% 38.6%

Last Year Response Count 0.6% 0 5.2% 5 5.8% 6 64.5% 97 23.8% 68 answered question 176 skipped question 3

Page 5

2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction My experience with administrative services has been satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.6% 3.5% 12.3% 59.7% 23.9%

Last Year Response Count 1.2% 1 11.8% 6 28.4% 21 44.4% 102 14.2% 41 answered question 171 skipped question 8

I am satisfied with club communication content.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.7% 1.7% 5.8% 61.3% 29.5%

Last Year Response Count 0.0% 3 11.4% 3 17.5% 10 57.8% 106 13.3% 51 answered question 173 skipped question 6

I am satisfied with the club communication distribution timing.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.7% 2.3% 8.1% 59.3% 28.5%

Last Year Response Count 1.2% 3 10.7% 4 25.4% 14 50.9% 102 11.8% 49 answered question 172 skipped question 7

Page 6

2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction (continued) My billing statements are accurate.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.8% 6.4% 17.5% 54.4% 19.9%

Last Year Response Count 5.4% 3 14.3% 11 17.9% 30 53.0% 93 9.5% 34 answered question 171 skipped question 8

I am satisfied with JONAS / online account management.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 1.2% 3.5% 50.6% 37.1% 7.7%

Last Year Response Count 2.4% 2 1.2% 6 63.4% 86 30.5% 63 2.4% 13 answered question 170 skipped question 9

The club website is effective.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 6.9% 14.5% 38.9% 31.9% 7.6%

Last Year Response Count 11.2% 12 18.3% 25 45.0% 67 23.1% 55 2.4% 13 answered question 172 skipped question 7

The staff is responsive to my emails, phone calls and visits.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.6% 4.7% 15.2% 55.6% 23.9%

Last Year Response Count 1.8% 1 6.5% 8 14.3% 26 58.9% 95 18.5% 41 answered question 171 skipped question 8

Page 7

2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction (continued) I am satisfied with the special functions offered.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 5.3% 17.5% 61.4% 15.8%

1.8% 9.5% 39.6% 45.0% 4.1% answered question skipped question

0 9 30 105 27 171 8

Page 8

2016 Member Experience Survey Results The Main Dining Room I am satisfied with the Dining Room environment, ambiance, and decor.

Answer Options

Response Percent

Last Year

Response Count

2.9% 8.1% 13.9% 58.7% 16.3%

3.0% 10.1% 14.3% 64.9% 7.7% answered question skipped question

5 14 24 101 28

Response Percent

Last Year

Response Count

0.0% 6.4% 15.2% 52.6% 25.7%

0.0% 4.8% 16.1% 60.7% 18.5% answered question skipped question

0 11 26 90 44

Response Percent

Last Year

Response Count

0.6% 7.1% 10.7% 50.9% 30.8%

0.0% 6.5% 12.5% 59.5% 21.4% answered question skipped question

1 12 18 86 52

Response Percent

Last Year

Response Count

2.4% 8.2% 15.9% 54.7% 18.8%

1.8% 12.0% 21.0% 50.3% 15.0% answered question skipped question

4 14 27 93 32

Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

172 7

I am satisfied with the knowledge of the Dining Room associates.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

171 8

I am satisfied with the Dining Room associates' execution of their duties.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

169 10

I am satisfied with the quality of food in the Dining Room.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9 Page 9

2016 Member Experience Survey Results The Main Dining Room (continued) I am satisfied with the Dining Room price point.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

1.8% 12.9% 21.1% 53.2% 11.1%

3.0% 13.9% 29.5% 46.4% 7.2% answered question skipped question

3 22 36 91 19

Response Percent

Last Year

Response Count

4.1% 12.9% 21.2% 48.2% 13.5%

4.2% 22.9% 21.7% 45.8% 5.4% answered question skipped question

7 22 36 82 23

Response Percent

Last Year

Response Count

1.2% 8.8% 24.7% 47.7% 17.7%

0.6% 12.6% 21.0% 58.7% 7.2% answered question skipped question

2 15 42 81 30

Response Percent

Last Year

Response Count

3.5% 15.2% 23.4% 37.4% 20.5%

5.4% 10.1% 19.0% 42.3% 23.2% answered question skipped question

6 26 40 64 35

171 8

I am satisfied with the variety of food in the Dining Room.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9

I am satisfied with my overall experience in the Dining Room.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9

The preservation of formal dining is important to me.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

171 8 Page 10

2016 Member Experience Survey Results The Main Dining Room (continued) Maintaining a formal dress code in the Dining Room is important to me.

Answer Options

Response Percent

Last Year

Response Count

Strongly Disagree

5.8%

6.6%

10

Disagree

14.5%

11.4%

25

Neutral/Neither agree nor disagree

30.8%

23.4%

53

Agree

30.8%

38.3%

53

Strongly Agree

18.0%

20.4%

31

answered question

172

skipped question

7

I entertain guests in the Dining Room.

Answer Options

Response Percent

Last Year

Response Count

Strongly Disagree Disagree

0.6% 9.4%

1.8% 7.7%

1 16

Neutral/Neither agree nor disagree

22.8%

16.1%

39

Agree

50.9%

62.5%

87

Strongly Agree

16.4%

11.9%

28

answered question

171

skipped question

8

Page 11

2016 Member Experience Survey Results The Mixed Grill I am satisfied with The Mixed Grill environment, ambiance, and decor.

Answer Options

Response Percent

Last Year

Response Count

0.6% 7.0% 9.4% 61.4% 21.6%

1.2% 9.0% 16.8% 62.9% 10.2% answered question skipped question

1 12 16 105 37

Response Percent

Last Year

Response Count

0.0% 5.9% 9.4% 50.9% 33.9%

0.6% 1.2% 14.5% 63.6% 20.0% answered question skipped question

0 10 16 87 58

Response Percent

Last Year

Response Count

0.0% 5.9% 11.8% 49.4% 32.9%

0.6% 5.4% 15.0% 61.1% 18.0% answered question skipped question

0 10 20 84 56

Response Percent

Last Year

Response Count

0.6% 6.5% 12.4% 62.4% 18.2%

1.2% 4.2% 20.5% 63.9% 10.2% answered question skipped question

1 11 21 106 31

Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

171 8

I am satisfied with the knowledge of The Mixed Grill associates.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

171 8

I am satisfied with The Mixed Grill associates' execution of their duties.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9

I am satisfied with The Mixed Grill price point.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9 Page 12

2016 Member Experience Survey Results The Mixed Grill (continued) I am satisfied with the quality of food in The Mixed Grill.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 5.9% 9.9% 63.7% 20.5%

0.6% 7.3% 20.0% 57.6% 14.5% answered question skipped question

0 10 17 109 35

Response Percent

Last Year

Response Count

1.8% 8.8% 13.5% 60.8% 15.2%

0.6% 18.4% 20.2% 51.5% 9.2% answered question skipped question

3 15 23 104 26

Response Percent

Last Year

Response Count

0.0% 5.9% 11.2% 61.8% 21.2%

0.0% 3.7% 28.0% 57.9% 10.4% answered question skipped question

0 10 19 105 36

Response Percent

Last Year

Response Count

0.0% 5.3% 18.8% 53.5% 22.4%

0.6% 9.0% 20.4% 57.5% 12.6% answered question skipped question

0 9 32 91 38

171 8

I am satisfied with the variety of food in The Mixed Grill.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

171 8

I am satisfied with my overall experience in The Mixed Grill.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9

I entertain guests in The Mixed Grill.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

170 9 Page 13

2016 Member Experience Survey Results Golf Operations The golf personnel are professional.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 0.6% 21.7% 41.6% 36.1%

0.0% 1.9% 18.5% 49.7% 29.9% answered question skipped question

0 1 36 69 60

Response Percent

Last Year

Response Count

0.6% 1.8% 34.6% 30.9% 32.1%

0.6% 5.1% 30.6% 45.2% 18.5% answered question skipped question

1 3 57 51 53

Response Percent

Last Year

Response Count

0.0% 4.2% 24.7% 35.5% 35.5%

1.9% 5.1% 21.7% 47.1% 24.2% answered question skipped question

0 7 41 59 59

Response Percent

Last Year

Response Count

1.2% 1.8% 33.1% 42.2% 21.7%

3.8% 4.5% 38.2% 45.2% 8.3% answered question skipped question

2 3 55 70 36

166 13

I am satisfied with the outside Player Service Associates.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

165 14

I am satisfied in the practice facility's presentation, care, tees, balls and yardage.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

166 13

I am satisfied with the golf events, outings and tournaments offered.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

166 13 Page 14

2016 Member Experience Survey Results Golf Operations (continued) I am satisfied with the frequency of member golf events.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.6% 4.2% 35.5% 42.8% 16.9%

1.9% 6.4% 41.0% 44.2% 6.4% answered question skipped question

1 7 59 71 28

Response Percent

Last Year

Response Count

0.6% 1.2% 37.0% 41.9% 19.1%

0.6% 6.5% 40.6% 42.6% 9.7% answered question skipped question

1 2 60 68 31

Response Percent

Last Year

Response Count

0.0% 2.4% 30.3% 31.5% 35.8%

0.6% 3.8% 31.0% 38.6% 25.9% answered question skipped question

0 4 50 52 59

Response Percent

Last Year

Response Count

0.0% 2.4% 27.1% 43.9% 26.5%

0.6% 5.1% 28.5% 45.6% 20.3% answered question skipped question

0 4 45 73 44

166 13

I am satisfied with the promotion and administration of golf events.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17

I am satisfied with the ForeTees reservation system.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

165 14

I am satisfied with tee time availability.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

166 13 Page 15

2016 Member Experience Survey Results Golf Operations (continued) I am satisfied with golf cart notices.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.8% 42.7% 40.9% 14.6%

0.6% 5.7% 44.6% 42.7% 6.4% answered question skipped question

0 3 70 67 24

Response Percent

Last Year

Response Count

0.0% 6.7% 35.2% 44.9% 13.3%

0.6% 5.7% 30.4% 55.7% 7.6% answered question skipped question

0 11 58 74 22

Response Percent

Last Year

Response Count

0.6% 2.4% 60.8% 25.9% 10.2%

0.0% 4.5% 59.4% 32.3% 3.9% answered question skipped question

1 4 101 43 17

164 15

I am satisfied with the pace of play.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

165 14

Bag storage and club cleaning services are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

166 13

Page 16

2016 Member Experience Survey Results Locker Room I am satisfied with the cleanliness of the locker room.

Answer Options

Response Percent

Last Year

Response Count

0.0% 1.2% 33.9% 38.2% 26.7%

0.0% 1.9% 39.1% 39.7% 19.2%

0 2 56 63 44

Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

answered question skipped question

165 14

I am satisfied with the locker room attendant and the services provided.

Answer Options

Response Percent

Last Year

Response Count

1.2% 1.8% 42.4% 24.9% 29.7%

0.0% 2.6% 47.1% 29.0% 21.3%

2 3 70 41 49

Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

answered question skipped question

165 14

I am satisfied with the locker room environment, ambiance, and decor.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

1.2% 2.4% 31.5% 41.2% 23.6%

0.6% 7.1% 37.8% 39.7% 14.7%

2 4 52 68 39

answered question skipped question

165 14

Page 17

2016 Member Experience Survey Results Golf Instruction I am satisfied with the quality of instruction.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 0.6% 43.9% 23.2% 32.3%

0.0% 0.0% 35.9% 32.1% 32.1%

0 1 72 38 53

answered question skipped question

164 15

I am satisfied with the diversity of golf instruction.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 0.0% 51.5% 23.3% 25.2%

0.6% 2.6% 42.6% 32.9% 21.3%

0 0 84 38 41

answered question skipped question

163 16

I am satisfied with junior golf instruction.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

1.2% 3.7% 70.4% 14.2% 10.5%

0.0% 1.3% 69.1% 18.4% 11.2%

2 6 114 23 17

answered question skipped question

162 17

Do you take golf lessons from our golf professionals?

Answer Options Yes No

Response Percent

Last Year

Response Count

38.3% 61.7%

46.8% 53.2%

64 103

answered question skipped question

167 12 Page 18

2016 Member Experience Survey Results Golf Merchandise The men's apparel offerings are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

1.8% 5.5% 31.5% 49.1% 12.1%

0.6% 11.0% 25.2% 56.8% 6.5% answered question skipped question

3 9 52 81 20

Response Percent

Last Year

Response Count

10.5% 6.8% 55.6% 21.6% 5.6%

12.3% 14.2% 45.8% 25.2% 2.6% answered question skipped question

17 11 90 35 9

Response Percent

Last Year

Response Count

0.0% 0.6% 42.3% 44.2% 12.9%

0.0% 3.3% 38.6% 51.6% 6.5% answered question skipped question

0 1 69 72 21

Response Percent

Last Year

Response Count

0.0% 4.9% 41.9% 38.3% 14.8%

0.6% 9.7% 39.0% 45.5% 5.2% answered question skipped question

0 8 68 62 24

165 14

The women's apparel offerings are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17

I am satisfied with the clubs and golf balls offered.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

163 16

I am satisfied with the golf bags and shoes offered.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17 Page 19

2016 Member Experience Survey Results Golf Merchandise (continued) The special order process is satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.6% 3.8% 52.5% 25.0% 18.1%

4.0% 4.0% 49.7% 31.8% 10.6%

1 6 84 40 29

answered question skipped question

160 19

I am satisfied with the golf shop's appearance.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.8% 24.2% 52.7% 21.2%

0.0% 2.5% 15.3% 66.2% 15.9%

0 3 40 87 35

answered question skipped question

165 14

Page 20

2016 Member Experience Survey Results Golf Course Experience The overall on-course experience is satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.2% 21.6% 43.8% 33.3%

2.6% 9.8% 20.3% 60.1% 7.2% answered question skipped question

0 2 35 71 54

Response Percent

Last Year

Response Count

0.0% 1.8% 20.9% 36.8% 40.5%

12.4% 23.5% 20.3% 37.9% 5.9% answered question skipped question

0 3 34 60 66

Response Percent

Last Year

Response Count

0.0% 1.2% 27.2% 41.9% 29.6%

1.3% 1.3% 26.0% 63.3% 8.0% answered question skipped question

0 2 44 68 48

Response Percent

Last Year

Response Count

0.6% 3.7% 30.7% 42.3% 22.7%

18.7% 18.0% 26.7% 31.3% 5.3% answered question skipped question

1 6 50 69 37

162 17

The overall conditions of the golf course are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

163 16

Course yardage and markings are accurate.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17

I am satisfied with the overall condition of the greens.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

163 16 Page 21

2016 Member Experience Survey Results Golf Course Experience (continued) Green speed meets expectations.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 9.2% 29.5% 42.9% 18.4%

10.6% 19.2% 31.8% 31.8% 6.6% answered question skipped question

0 15 48 70 30

Response Percent

Last Year

Response Count

4.4% 17.4% 37.9% 34.2% 6.2%

13.2% 27.2% 31.8% 24.5% 3.3% answered question skipped question

7 28 61 55 10

Response Percent

Last Year

Response Count

0.0% 0.0% 27.2% 48.2% 24.7%

0.0% 1.3% 24.3% 66.4% 7.9% answered question skipped question

0 0 44 78 40

Response Percent

Last Year

Response Count

0.0% 1.2% 26.1% 48.5% 24.2%

0.0% 3.9% 27.0% 65.1% 3.9% answered question skipped question

0 2 42 78 39

163 16

Ball marks, pitch marks, and divots are repaired.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

161 18

Cup/pin are in satisfactory condition.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17

I am satisfied with the overall condition of the tees.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

161 18 Page 22

2016 Member Experience Survey Results Golf Course Experience (continued) We maintain the correct height of cut.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.8% 31.9% 48.5% 17.8%

1.3% 6.0% 34.4% 52.3% 6.0% answered question skipped question

0 3 52 79 29

Response Percent

Last Year

Response Count

1.2% 7.4% 35.8% 40.7% 14.8%

8.6% 17.8% 28.3% 42.8% 2.6% answered question skipped question

2 12 58 66 24

Response Percent

Last Year

Response Count

0.0% 0.0% 23.9% 27.6% 48.5%

28.9% 18.4% 30.3% 20.4% 2.0% answered question skipped question

0 0 39 45 79

Response Percent

Last Year

Response Count

1.8% 7.9% 30.7% 44.2% 15.3%

4.0% 11.3% 31.1% 47.7% 6.0% answered question skipped question

3 13 50 72 25

163 16

I am satisfied with the overall condition of the rough.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

162 17

I am satisfied with the overall condition of the bunkers.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

163 16

The restrooms on course are well maintained.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

163 16 Page 23

2016 Member Experience Survey Results Golf Course Experience (continued) The maintenance staff are courteous and helpful.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.3% 26.3% 38.1% 34.4%

2.0% 1.3% 22.5% 55.0% 19.2%

0 2 42 61 55

answered question skipped question

160 19

On-course amenities (tees, towels, water, trash cans, and scorecards) are easily accessible.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

2.5% 6.8% 34.4% 35.6% 20.9%

2.0% 7.9% 27.6% 53.3% 9.2%

4 11 56 58 34

answered question skipped question

163 16

Page 24

2016 Member Experience Survey Results The Fitness Center My overall experience with the Fitness Center is satisfactory.

Answer Options

Response Percent

Last Year

Response Count

0.0% 0.6% 46.5% 37.6% 15.3%

5.8% 12.3% 56.1% 21.3% 4.5% answered question skipped question

0 1 73 59 24

Response Percent

Last Year

Response Count

0.0% 0.7% 48.4% 29.0% 21.9%

9.1% 13.0% 55.2% 20.1% 2.6% answered question skipped question

0 1 75 45 34

Response Percent

Last Year

Response Count

0.0% 1.9% 46.8% 31.4% 19.9%

5.8% 10.3% 58.1% 23.2% 2.6% answered question skipped question

0 3 73 49 31

Response Percent

Last Year

Response Count

0.7% 0.0% 79.9% 6.5% 12.9%

4.0% 1.3% 86.8% 6.0% 2.0% answered question skipped question

1 0 123 10 20

Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

157 22

I am satisfied with the quality of the fitness equipment.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

155 24

The fitness equipment selection is satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

156 23

I have had satisfactory experience with the personal training programs.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

154 25 Page 25

2016 Member Experience Survey Results The Fitness Center (continued) The group fitness programs are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent 0.0% 1.3% 81.9% 6.5% 10.3%

I am satisfied with the health-related initiatives such as blood drives and flu shots.

Answer Options Response Percent Strongly Disagree 1.3% Disagree 0.6% Neutral/Neither agree nor disagree 77.6% Agree 12.8% Strongly Agree 7.7%

Last Year Response Count 3.4% 0 7.4% 2 83.2% 127 4.7% 10 1.3% 16 answered question 155 skipped question 24

Last Year Response Count 2.0% 2 4.6% 1 80.1% 121 11.3% 20 2.0% 12 answered question 156 skipped question 23

Do you currently use the Fitness Center?

Answer Options Yes No

Response Percent 42.1% 57.9%

Last Year Response Count 36.3% 67 63.7% 92 answered question 159 skipped question 20

Do you feel proud bringing a guest to the Fitness Center?

Answer Options Yes No

Response Percent 83.9% 16.1%

Last Year Response Count 44.3% 99 55.7% 19 answered question 118 skipped question 61

I am interested in participating in a health and fitness program.

Answer Options Disagree Neutral/Neither agree nor disagree Agree

Response Percent

Last Year

Response Count

12.7% 56.9% 30.4%

12.4% 56.2% 31.4% answered question skipped question

20 90 48 158 21 Page 26

2016 Member Experience Survey Results Tennis and Pool Experience I am satisfied with my overall tennis experience.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 0.7% 82.2% 12.5% 4.6%

0.0% 2.1% 86.3% 10.3% 1.4% answered question skipped question

0 1 125 19 7

Response Percent

Last Year

Response Count

0.7% 1.9% 88.2% 5.9% 3.3%

0.7% 1.4% 88.3% 9.0% 0.7% answered question skipped question

1 3 134 9 5

Response Percent

Last Year

Response Count

0.0% 1.9% 74.8% 18.5% 4.6%

0.0% 2.1% 79.3% 16.6% 2.1% answered question skipped question

0 3 113 28 7

Response Percent

Last Year

Response Count

0.0% 4.0% 80.5% 10.7% 4.7%

0.0% 2.1% 88.1% 7.7% 2.1% answered question skipped question

0 6 120 16 7

152 27

Tennis special events are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

152 27

The tennis courts are maintained satisfactorily.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

151 28

I am satisfied with the tennis instructional offerings.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

149 30 Page 27

2016 Member Experience Survey Results Tennis and Pool Experience (continued) There is a commitment to youth / junior tennis development.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

0.0% 1.3% 82.1% 10.6% 5.9%

0.0% 1.4% 80.4% 16.1% 2.1% answered question skipped question

0 2 124 16 9

Response Percent

Last Year

Response Count

0.7% 5.3% 26.5% 51.7% 15.9%

2.6% 4.6% 34.4% 51.0% 7.3% answered question skipped question

1 8 40 78 24

Response Percent

Last Year

Response Count

1.9% 6.5% 28.5% 50.3% 15.7%

0.0% 7.9% 34.2% 52.0% 5.9% answered question skipped question

3 10 39 77 24

Response Percent

Last Year

Response Count

0.7% 6.5% 33.3% 45.8% 13.7%

1.3% 3.9% 38.2% 45.4% 11.2% answered question skipped question

1 10 51 70 21

151 28

I am satisfied with my overall pool experience.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

151 28

I am satisfied with the overall cleanliness of the pool.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

153 26

The pool staff and lifeguards are courteous and helpful.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

153 26 Page 28

2016 Member Experience Survey Results Tennis and Pool Experience (continued) I am satisfied with the pool locker rooms.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

Response Percent

Last Year

Response Count

4.7% 9.4% 46.3% 32.9% 6.7%

3.4% 12.9% 55.8% 25.9% 2.0% answered question skipped question

7 14 69 49 10

Response Percent

Last Year

Response Count

0.0% 4.6% 29.4% 52.3% 13.7%

2.7% 6.1% 36.1% 50.3% 4.8% answered question skipped question

0 7 45 80 21

Response Percent

Last Year

Response Count

0.0% 2.6% 22.9% 58.2% 16.3%

0.0% 3.9% 25.7% 62.5% 7.9% answered question skipped question

0 4 35 89 25

Response Percent

Last Year

Response Count

0.0% 5.8% 24.0% 55.2% 14.9%

2.6% 8.6% 29.1% 51.7% 7.9% answered question skipped question

0 9 37 85 23

149 30

The pool amenities are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

153 26

I am satisfied with the pool Snack Bar menu offering.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

153 26

The pool hours of operation are satisfactory.

Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree

154 25 Page 29

2016 Member Experience Survey Results Tennis and Pool Experience (continued) Do you currently play tennis at the Club?

Answer Options

Response Percent

Last Year

Response Count

Yes

12.8%

11.1%

20

No

87.2%

88.9%

136

answered question

156

skipped question

23

Do you believe a reservation should be required for tennis court access?

Answer Options

Response Percent

Last Year

Response Count

Yes

38.6%

32.4%

51

No

61.4%

67.6%

81

answered question

132

skipped question

47

Do you frequently use the pool?

Answer Options

Response Percent

Last Year

Response Count

Yes

50.9%

47.4%

81

No

49.1%

52.6%

78

answered question

159

skipped question

20

Page 30