Table of Contents
Executive Summary
Introduction
How to Read this Report
Overall Satisfaction Overview
Top Strengths
Top Member Priorities
Departmental Results
• Café
• Tennis
• Pickleball
• Pool
• Lifeguards
• Fitness
Departmental Results cont'd
• Bocce
• Social Events
• Youth Programs
• Communications
• Front Desk
• Housekeeping
• Maintenance
• Management
• Board of Directors
Strategic Issues
Recommendations Framework
Next Steps Appendix
“The club feels like home. We love the people, the programs, and the overall atmosphere.”
MEMBER COMMENT (2025 SURVEY)
Executive Summary
The 2025 Membership Satisfaction Survey reflects a club that continues to build momentum. Members expressed appreciation for the community environment, the quality of staff interactions, and the welcoming atmosphere that defines daily life at the club. Participation remained strong once again, and written feedback was thoughtful and constructive. This level of engagement reflects a membership that is deeply invested in the club’s success and committed to supporting its continued progress.
Across most areas, members noted positive experiences with staff friendliness, communication, and overall service consistency. Many comments highlighted the responsiveness and genuine warmth shown by the team throughout the year. Members also shared clear opportunities for improvement, particularly related to the Café, Fitness Center, and several aspects of Court Sports programming. These insights align closely with operational realities and provide valuable direction for future planning.
The results show that the club’s leadership and staff have built a solid foundation to build upon, with year-over-year improvements in several areas and consistent engagement from members across households and demographic groups. This report presents the key themes from the survey, outlines strengths and improvement opportunities within each department, and provides a clear view of where targeted investment and focus will have the greatest impact in the year ahead.
Executive Summary Highlights
KEY STRENGTHS IN 2025
Warm, welcoming, community-driven culture remains one of the club’s greatest strengths
Staff friendliness, responsiveness, and overall warmth continue to shape the daily member experience
High engagement in both survey participation and written comments reflects a membership that cares deeply about the club’s direction
The Board and management team, under Lukasz Monka’s humble and servantleader style, were frequently recognized for being approachable, steady, and deeply member-focused
TOP OPPORTUNITIES FOR 202 & BEYOND
Café: menu variety, consistency, and speed of service
Fitness Center: modernization of equipment and improved capacity Pool complex: shade improvements, cleanliness, and hot tub reliability
Communications: clearer, more consistent updates across all departments; members support ongoing investment in facilities and service enhancements
Parking & Circulation: improved parking and safer, more efficient drop-off flow during peak times
Pool complex: shade improvements, cleanliness, and hot tub reliability
oduction
This Membership Satisfaction Survey provides a clear view of how members experience daily life at the club. The results combine quantitative scoring with thoughtful written feedback, offering a balanced look at strengths, opportunities, and emerging priorities.
This report highlights:
Year-over-year trends across key experience areas
Department-level strengths and member priorities
Written insights that reflect what matters most to the membership
Opportunities where targeted focus will support continued progress
The Board and management team’s partnership and steady presence continue to shape the culture members consistently describe as warm, welcoming, and community-driven. The following pages summarize what members shared and offer a foundation for planning the year ahead.
About the 2025 Survey
Tiburon Peninsula Club engaged Club Resources to conduct a Member Satisfaction Survey. The primary objective of this survey is to understand members’ overall satisfaction with the club’s facilities, amenities, programs and services, and to capture members’ comments, ideas and suggestions for the future. All active member households were invited to participate via email, and each adult was encouraged to complete an individual survey to ensure both perspectives were reflected in the results.
This Member Satisfaction Survey Summary Report highlights the survey's key findings. The survey was conducted from October 10th, 2025, to November 13, 2025 , using an online questionnaire. Most rating questions used a 1-5 scale for satisfaction and importance, with five indicating “ very satisfied” or “ very important.” “N/A” responses were excluded from averages so that scores reflect only those members who felt able to rate a given item. Detailed response data are provided separately in the Member Survey Results Report (spreadsheet data file), and the complete set of written comments is provided in the Member Input Survey – Written Comments Report.
The total number of surveys completed provides a sampling error margin of less than ±4 % at a 95% confidence level. In practical terms, this means the results are a reliable reflection of the views of responding members and spouses and can reasonably be used to project how the full membership would be expected to respond. Individual responses are confidential and are reported only in aggregate. In addition to overall results (“Total Responses”), the survey findings are also summarized for selected member sub-groups, as requested by the Club.
How to Read This Report
This report combines numerical scoring, written feedback, and year-over-year trends to offer a clear picture of how members experience daily life at the club. Each section stands on its own while contributing to the larger story of member satisfaction, engagement, and priorities for the year ahead.
Use the following guide to interpret the pages that follow:
Department Summaries: Provide a balanced view of what members appreciate most and where opportunities exist. These summaries reflect both rating trends and the written comments members shared.
Weighted Scores: Show average satisfaction on a 1–5 scale, with year-over-year movement helping highlight areas gaining strength or requiring attention.
Heat Maps: Summarize the tone and volume of written comments by topic, making it easy to see which areas drew the most engagement and what members are talking about most.
Member Quotes: Provide additional context behind the numbers and help illustrate the real experiences and sentiments members shared. Together, these tools provide a clear, actionable picture of member sentiment and help the Board and management team prioritize the areas most likely to strengthen the overall member experience.
Together, these tools offer a clear and actionable picture of member sentiment and help the Board and management team prioritize the areas most likely to strengthen the overall member experience.
Facilities Summary
How members describe the club’s physical environment
The 2025 survey results show that members remain broadly positive about the club’s physical plant and appreciate the progress made over the past several years. Many comments highlight the beauty of the setting, the quality of the grounds, and the wide range of amenities that support family activity, court sports, aquatics, fitness, and social life. Members also note that recent investments and steady upkeep have strengthened the presentation and functionality of key spaces.
Court sports continue to be among the most heavily used facilities and are widely viewed as a core strength. Members praise the quality of tennis and pickleball courts overall, as well as the sense of community that has grown around clinics, leagues, and social play. At the same time, they point to several practical improvements, including resurfacing on selected courts, better drainage in a few locations, more reliable water access courtside, additional shade and seating, and lighting enhancements where feasible and permitted.
The pool complex remains a central gathering place for families and a defining part of the club experience. Members value the social environment, the role the pool plays in youth programs, and the reassurance provided by an attentive lifeguard team. Opportunities for improvement focus on expanding shade, refreshing certain deck and seating areas, improving housekeeping consistency during peak use, and addressing recurring issues with hot tub reliability and temperature.
Members also see clear opportunity in the fitness center, locker rooms, and youth spaces. Comments consistently reference aging or crowded equipment, a desire for updated layouts and finishes, and youth and play areas that feel functional but dated.
Overall, the membership views the club’s facilities as a strength and supports continued, phased investment in courts, the café, the pool complex, fitness areas, and youth spaces to keep pace with evolving expectations and preserve the club’s competitive position.
Where members identify the biggest needs and opportunities
Within an overall positive view of the club’s facilities, members point to a few everyday spaces where they would most like to see improvements. Their suggestions are practical and focus on enhancing spaces they already use and enjoy.
The clubhouse café is mentioned most often. Members rely on it as a daily gathering spot and describe it as one of the most important amenities on campus. Satisfaction is still good, yet comments express a desire for a warmer atmosphere, smoother flow at peak times and a better connection between the café, outdoor dining and nearby activity areas. Many members frame this as “refreshing” or “updating” the space rather than replacing it.
Parking and circulation around the clubhouse are another frequent topic. Members would like arriving and leaving the club to feel smoother and less congested, particularly during busy periods and special events. Suggestions often involve clearer striping and signage, refinements to traffic patterns and better communication about where to park and how to navigate the lot.
Several support spaces around the pool and courts also show room for enhancement. The boys and girls pool locker rooms, main locker rooms, lower court restrooms and outdoor dining patios are all valued by members, but are sometimes described as tired, crowded in season or short on shade and comfortable seating. Comments highlight opportunities to refresh finishes, improve fixtures and soften these areas with better furniture and shade solutions.
A separate strategic planning question asked members to rank up to five facility and amenity priorities for future improvements. When their answers are grouped into themes, nearly four out of five ranked responses fall into the same areas highlighted above: parking and arrival, pool and spa, fitness and wellness, café and dining spaces, court sports, and locker and restroom areas. This confirms that members are not calling for an entirely different set of amenities, but rather asking the club to keep investing thoughtfully in the everyday spaces they value most.
Key Takeaways-Facilities Overview
1. Members are broadly pleased with the club’s physical environment and see real value in the variety of courts, pool, fitness, café, and social spaces.
2. Court sports, aquatics and youth areas are heavily used and widely viewed as core strengths that support family life and community at the club.
3. Strong housekeeping and maintenance ratings confirm that steady upkeep and recent projects have improved the presentation and functionality of key spaces.
4. Members’ top priorities for future improvements are everyday spaces they touch often, including the café, parking, locker and restroom areas, fitness, outdoor dining, and pool support spaces.
5. Members favor practical, phased upgrades in these areas, such as refreshed finishes, shade and seating, better circulation, and updated fitness equipment.
Facilities Satisfaction Scores 2025 vs 2024
Facilities Overall Satisfaction Score
Very Satisfied & Satisfied
.5 POINT POSITIVE VARIANCE 2025 VS 2023
Facilities Overall Satisfaction Score 2025 vs 2024/2023
How satisfied are you with the club's facilities & maintenance?
Understanding Importance & Satisfaction
A guide to how these two measures work together in planning and prioritization
Understanding how members rank the importance of key facilities and how satisfied they are with each area provides helpful context for planning and prioritization. These two data points reflect different dimensions of the member experience, and when viewed together, they offer a clearer picture of where improvement efforts may have the greatest impact.
Importance scores tend to remain stable over time because they reflect the features and spaces that play a central role in a member’s regular use of the club. Examples include court sports, the cafe, the pool complex, and fitness. Satisfaction can shift from year to year based on recent experiences, usage levels, maintenance cycles, and service consistency. When satisfaction falls below importance, it often signals an opportunity to strengthen areas that members rely on most.
Low importance scores do not necessarily indicate a problem. These areas often serve fewer members or play a smaller day to day role in the overall club experience. Improvements in these areas may be appreciated but are less likely to produce meaningful results at the broader membership level.
When reviewed alongside written comments and actual usage levels, the Importance and Satisfaction view helps highlight improvements that are likely to deliver the greatest benefit. Balancing these perspectives allows the club to make decisions that remain member-focused while recognizing that financial resources are limited. This approach supports planning that aligns future investments with the areas that matter most to the membership.
Operations Summary
How members describe club operations and service
The survey results show that members feel very positive about how the club is run. They frequently comment on the dedication of management, the Board and staff, and recognize the effort that goes into operating a busy, family oriented club. Many remarks thank leaders and employees by name and describe a genuine sense of community and care.
Frontline experiences at the front desk, in housekeeping, on the pool deck, and around the grounds are a clear strength. Members appreciate warm greetings, helpful problem-solving, and staff who make them feel known and welcome. Clean, well-kept common areas and prompt attention to maintenance issues reinforce the impression that the club is well cared for.
Members also note encouraging progress in communication and governance. Compared with prior years, more respondents say they feel better informed about what is happening at the club, have a clearer sense of direction, and see a healthy partnership between the Board and management. They value regular newsletters and updates, and they notice when decisions are explained in plain language.
Overall, the prevailing view is that operations are steady, staff are approachable, and the service culture is member-focused. When members raise issues, they tend to frame them as fine-tuning a system that already works, not as a call for major change.
Operations Summary
How members describe club operations and service
Within this strong foundation, members offer thoughtful suggestions to help operations keep pace with growth.
One theme is communication and follow-through. While most members feel well informed, some would like even more clarity and consistency around schedules, court allocations, program details, and policy changes. A few comments mention slower responses to emails or questions that required multiple contacts to resolve. These are opportunities to set clear response standards, use simple, repeatable templates, and make it easy for members to know where to look for information.
Safety and rule enforcement, especially at the pool and during busy court times, are also on members’ minds. They value a relaxed, family-friendly atmosphere and at the same time want confidence that staff will step in when behavior becomes unsafe or disruptive.
Members ask for clear expectations for children and guests and for rules to be applied consistently so that everyone shares the same understanding.
A smaller group of comments focuses on everyday procedures, such as managing court reservations and drop-in play, handling high demand for pickleball, resolving billing questions, and smoothing check-in processes. Most of these suggestions are about fairness, transparency, and predictability rather than dissatisfaction with staff.
Taken together, these suggestions point toward refinements rather than overhauls. With strong people already in place, the club can continue to strengthen operations by sharpening communication, supporting staff in consistent rule enforcement, and tightening a few key processes, all without significant new spending.
Key Progress Indicators
Overall Operations Satisfaction Score
Weighted Average Scores (1.0-5.0 Scale)
4.5 POINT IMPROVEMENT OVER
Overall Net Average Satisfaction Scores in 2025 vs 4.15 in 2024 and 3.9 in 2023 4.18
Overall
Weighted Average Scoring Guide
Scale: 1.0 to 5.0 satisfaction
This report uses a five-point Likert scale that is converted into a weighted average score for each question and department. Higher scores indicate stronger satisfaction.
4.50 and above: Excellent
Members are very satisfied. Feedback is consistently strong, with only isolated suggestions for refinement.
4.00 to 4.49: Good
Members are generally satisfied, and the area is working well. Comments still highlight opportunities to fine tune service, programming, or facilities.
3.50 to 3.99: Needs Improvement
Experiences are more mixed. Members see value in the area but are also signaling concerns that deserve attention.
Below 3.50: Unsatisfactory
Member sentiment is clearly below expectations. These scores usually indicate structural, service, or experience issues that require a focused plan.
Because results are based on a large number of responses, even small movements in weighted average scores over time represent meaningful changes in member experience.
Color Coding Guide
Scale 1.0-5.0
Departmental Operations Satisfaction 2025
Weighted Average Scores Scale 1.00-5.00
I intend to continue to be a member (for the foreseeable future)
Friendliness-Mgmt
Professionalism-Mgmt
Current Time Allowed on a Court-Tennis
Overall I am proud to bring guests to the club
Friendliness of Staff-Tennis
Desk Staff Friendliness-Wellness
Masters Swimming
Tennis Court Playing Conditions
Friendliness of Staff-Pickleball
Friendliness & Helpfulness of Staff-Café
Receptionist Responsiveness to My Needs and Requests
Overall Satisfaction with Instructors/Professional Staff
Cleanliness of Facilities-Wellness
Member Recognition-Mgmt
Receptionist Friendliness
Professionalism of Staff-Wellness
Condition of Equipment-Wellness
Wait Time for Courts-Tennis
Receptionist Professionalism
Quality of Instruction and
of
Accessibility/Availability-Mgmt
Desk Staff Performance-Wellness
Hours of Operation-Wellness
Youth Housekeeping
Responsiveness to My Needs and Requests-Mgmt
Trainers/Instructors-Wellness
Family-Friendly Environment-Pool
Receptionist Member Recognition
Social Events-Communications
Accounting Responsiveness to My Needs and Requests
The extent to which you feel Welcome
Professionalism of Staff-Youth
Member Recognition-Youth
Overall Satisfaction-Wellness
Water Quality-Pool
Member Recognition-Tennis
Tennis Maintenance
Food & Beverage-Communications
Pickleball Court Playing ConditionsPickleball Availability of Equipment-Wellness
Housekeeping
Quantity of Equipment-Wellness
Overall Satisfaction with the Pool Area
Café Maintenance
Pickleball Maintenance
Maintenance & Repair-Pickleball
Facilities Condition & Cleanliness-Youth
Ambiance-Pool
Pool Seating & Lounging-Pool
Member Recognition-Café
Club Governance-Communications
Bocce Maintenance
Accounting Billing Accuracy
Selection of Equipment-Wellness
Weighted Average Scores Scale 1.00-5.00
Responsiveness to My Needs and RequestsMgmt
Trainers/Instructors-Wellness
Current Time Allowed on a CourtPickleball
Lesson Quality-Pickleball AquaFit
Clinics Availability-Tennis
Ambiance/Decor-Café
Food Quality-Café
Speed of Service-Café
Consistency of Preparation-Café
Price/Value Beverages-Café Hot Tub
Menu Variety & Selection-Café
Clinics Breadth of Skills Training OptionsTennis
Price/Value Food-Café
Clinics Quality-Pickleball
Junior Programs-Tennis
Lessons Availability-Tennis
Lessons Availability-Pickleball
Availability of Fitness Classes OfferedWellness
Pickleball Programming-Pickleball
Breadth of Fitness Classes OfferedWellness
Aerobics / Dance Classes-Wellness
Clinics Availability-Pickleball Yoga-Wellness
Cafe Summary
2025 Satisfaction: 3.92 / 5.00
Members continue to value the café as a central gathering place and an important part of daily club life. Friendly staff, a warm welcome, and the convenience of on-site food and beverage remain clear strengths. Many members appreciate the range of casual options, the ability to grab a quick bite between activities, and the social energy around the café and patio.
At the same time, the café received the largest gap between importance and satisfaction, and many comments focused on execution. Members frequently mentioned menu variety, healthier options, and more consistent preparation. Wait times at peak periods, order accuracy, and the reliability of the online ordering tools were also recurring themes. Pricing and perceived value surfaced in several comments, especially when quality or portion size felt inconsistent.
Looking ahead, members support continued investment in both the physical space and the day-to-day experience. Enhancing menu variety, tightening consistency in food quality and timing, and refining the order and pick-up process would directly address the most common concerns. Over time, rethinking ambiance and bar/lounge potential as part of broader capital planning could help the café better match its importance to the overall club experience.
“The friendly faces make the café a great part of the club.”
MEMBER COMMENT (2025 SURVEY)
See Detailed Comments Report
Cafe Satisfaction 2025
Friendliness & Helpfulness of Staff
Member Recognition
Management/Supervision
Hours of Operation
Ambiance/Decor
Food Quality
Speed of Service
Consistency of Preparation
Price/Value Beverages
Menu Variety & Selection
Price/Value Food
Tennis Summary
2025 Satisfaction: 4.07 / 5.00
Tennis remains one of the strongest pillars of the club. Members consistently praised the quality and engagement of the coaching staff, the depth of programming, and the sense of community around clinics, leagues, and social play. Many comments reflect how tennis is a primary reason families joined and continue to stay, and they appreciate the mix of competitive and social opportunities.
Members also offered constructive feedback focused on facilities and logistics. Court conditions on a few surfaces, interest in resurfacing, and improved drainage were frequently mentioned. Access to drinking water close to courts, storage and seating, and the ongoing challenge of lighting limitations came up in many comments. A number of members also expressed interest in expanded junior development, additional clinics, and fine-tuning court allocation between different levels and programs.
Overall, members are proud of the club’s tennis culture and want to see it stay strong. Prioritizing court maintenance, water access, and scheduling clarity, along with continued investment in coaching and junior programming, would build on what is already a highly valued department and help keep tennis at the center of the club’s identity.
“The tennis instruction here is outstanding; clear, supportive, and genuinely motivating.”
See Detailed Comments Report
Tennis Satisfaction 2025
Current Time Allowed on a Court
Friendliness of Staff
Tennis Court Playing Conditions
Wait Time for Courts
Front Desk Staff
Professionalism of Staff
Housekeeping
Member Recognition
Maintenance & Repair
Lesson Quality
Tennis Programming
Ball Machine Availability
Clinics Quality
Clinics Availability
Clinics Breadth of Skills Training Options
Junior Programs
Lessons Availability
Pool & Aquatics Summary
2025 Satisfaction: 4.1 / 5.00
The pool complex remains a central hub of summer life at the club. Members highlighted the lively social atmosphere, family-friendly environment, and the range of programs that make the pool a gathering place for all ages. Many comments noted that the pool is where friendships are formed and where the club feels most alive during peak season.
Feedback also pointed to several recurring operational and facility themes. Members frequently mentioned the need for more shade, better seating layouts, and more consistent cleanliness during busy periods. Hot tub reliability, water temperatures, and attention to locker and restroom conditions were common topics. Some comments also referenced wear and tear on furniture and umbrellas during the high-use months.
Overall, members are strongly attached to the pool and see it as a top priority for capital and operational focus. Continued investment in shade, seating, cleanliness routines, and mechanical reliability will pay outsized dividends. As the club considers future projects, the pool complex is well positioned to remain a flagship amenity that reflects the quality and energy members expect.
“Love the pool and the staff. Always friendly and welcoming.”
See Detailed Comments Report
Pool Satisfaction 2025
Hours of Operation
Family-Friendly Environment
Fitness & Wellness Summary
2025 Satisfaction: 4.0 / 5.00
Members appreciate having a fitness option on site and value the convenience, community feel, and staff support in the current facility. Many comments referenced the importance of fitness as a year-round amenity that complements court sports and aquatics, and several members mentioned that the existing space has been used creatively to support a wide range of needs.
At the same time, feedback clearly points toward modernization and expansion. Members noted aging or mismatched equipment, crowding during peak times, and layout challenges that limit functional training space. Interest in more cardio and strength options, small-group training, and expanded class variety appeared repeatedly. Cleanliness and housekeeping in high-use zones were also mentioned as areas to watch during busy periods.
Overall, the membership supports a forward-looking plan for fitness. Updating equipment, refreshing finishes, and ultimately addressing space and layout will be important to keep pace with member expectations and peer clubs. In the near term, targeted investments in equipment, cleaning routines, and programming variety can deliver visible improvements while longer-range facilities decisions are considered.
“I love the elliptical and the stretching area.”
MEMBER COMMENT (2025 SURVEY)
See Detailed Comments Report
Wellness & Fitness Satisfaction 2025
Desk Staff Friendliness
Cleanliness of Facilities
Professionalism of Staff
Condition of Equipment
Desk Staff Performance
Hours of Operation
Trainers/Instructors
Condition of Equipment
Quality of Instruction
Member Recognition
Overall Satisfaction
Availability of Equipment
Quantity of Equipment
Selection of Equipment
Availability of Fitness Classes
Breadth of Fitness Classes
/
Pickleball Summary
2025 Satisfaction: 3. 9 / 5.00
Pickleball continues to grow quickly and has become an increasingly vibrant part of the club’s court sports offering. Members appreciate the enthusiasm of the staff, the social atmosphere around open play, and the chance for players of different ages to participate together. Many noted that pickleball has introduced new members and created fresh energy alongside tennis.
Most concerns relate to capacity and constraints rather than interest. Members commented on limited court availability during prime times, the impact of restricted hours, and the desire for more dedicated pickleball programming. Court drying during wet weather, access to water, and the comfort of seating and viewing areas were also frequently mentioned. Some members expressed interest in covered or all-weather options over the long term, recognizing that municipal rules will shape what is possible.
Members want the club to lean into pickleball in a thoughtful way. Clarifying scheduling, expanding hours where feasible, and investing in basic comfort items and court care will help meet current demand. Over time, integrating pickleball into broader facilities planning will support a balanced approach between tennis and pickleball while preserving the strengths of both programs.
“Love the Tuesday 10:30 to 12 mixed. I wish we had another time such as Saturday or Sunday.”
See Detailed Comments Report Pickleball Comments, Suggestions & Compliments
Pickleball Satisfaction 2025
Friendliness of Staff
Professionalism of Staff
Front Desk Staff
Pickleball Court Playing Conditions
Maintenance & Repair
Member Recognition
Wait Time for Courts
Current Time Allowed on a Court
Lesson Quality
Clinics Quality
Lessons Availability
Pickleball Programming
Clinics Availability
Bocce Summary
2025 Satisfaction: 4.22 / 5.00
Bocce remains a well-liked amenity that adds variety to the club’s recreational mix. Members described bocce as relaxed, social, and inclusive, with many appreciating that it can be enjoyed by a wide range of ages and skill levels. Social leagues and casual pick-up play were cited as simple, enjoyable ways to connect with others.
Comments also highlighted several opportunities to increase use and enjoyment. Members mentioned interest in more structured leagues or regular social nights, clearer information about how to reserve courts, and better integration of bocce into club communications and event planning. Maintenance feedback focused on keeping surfaces, lighting, and surrounding seating in good condition, and in some cases on making the courts more inviting with simple enhancements.
Overall, members see bocce as a nice complement to core offerings rather than a primary driver of membership. With modest investments in programming, promotion, and upkeep, bocce can continue to provide a low-pressure, high-connection option that supports the club’s community-driven culture.
“This has been a great addition to the club. I play in the league and love it.”
See Detailed Comments Report
Bocce Satisfaction 2025
Lifeguards & Programs Summary
2025 Satisfaction: 4.2 / 5.00
Members expressed high appreciation for the lifeguard and aquatics staff. Many comments described guards and program leads as attentive, professional, and caring toward children. Swim team, lessons, and summer programs are seen as important to family life at the club, and several members noted improvements in safety, supervision, and structure over recent seasons.
Opportunities center on consistency and communication during the busiest times. Members mentioned occasional gaps in coverage, questions about rules enforcement, and the desire for clearer expectations around chair saving, lap lane use, and behavior standards during peak hours. Some requested more visible leadership presence during crowded periods to support the guards and help manage complex situations.
Members clearly value the lifeguard team and the role they play in safety and fun. Ongoing training, strong supervisory support, and clear communication of pool policies to families will strengthen an already well-regarded group. Aligning lifeguard staffing and programming with the broader pool improvement plan will help ensure the pool experience remains both safe and enjoyable.
“The lifeguards do a fantastic job — attentive, friendly, and great with the kids.”
MEMBER COMMENT (2025 SURVEY)
See Detailed Comments Report
Lifeguards & Programs Satisfaction 2025
Master's Swimming
Overall Satisfaction with Instructor/Professional Staff
Swim Lessons
Overall Satisfaction with the Lifeguards Lifeguards provide a safe environment
Swim Teams
Youth Programs Summary
2025 Satisfaction: 4.13 / 5.00
Families value the club as a place where children can learn, play, and grow. Members praised the enthusiasm and warmth of staff who work with kids, and many noted that youth programs and childcare help make the club more usable for busy parents. Events, camps, and seasonal activities were frequently cited as positive aspects of the member experience. Most improvement suggestions focused on facilities and program structure. Comments highlighted playgrounds and youth spaces that feel dated, concerns about surfacing and safety features, and a desire for more engaging, age-appropriate equipment. Some members asked for clearer communication about schedules, sign-ups, and capacity, along with expanded hours or options during peak seasons and school breaks.
Members clearly see youth offerings as part of the club’s value proposition. Refreshing physical spaces, sharpening communication, and continuing to refine program content and staffing will help keep the club attractive to young families. Over time, aligning youth facilities with broader capital planning will support both safety and a more modern, inviting feel.
“The youth programs are wonderful. Our kids always have a great time.”
See Detailed Comments Report Youth & Playground Comments, Suggestions & Compliments
Youth Programming & Playground Satisfaction 2025
Professionalism of Staff
Member Recognition
Facilities Condition & Cleanliness
Childcare Services/Kid's Zone
Saturday Play Groups
Hours of Operation
PNO-Parent's Night Out
Kid's Camps
Special Youth Programming & Events
Overall Satisfaction
Social Life Summary
2025 Satisfaction: 4.11 / 5.00
Members enjoy the club’s social calendar and appreciate the range of events that bring the community together. Many comments highlighted family-friendly gatherings, seasonal celebrations, and adult-focused events as key parts of what makes the club feel like a second home. The staff’s effort in planning and executing events was frequently acknowledged.
Suggestions from members centered on variety, scheduling, and fine-tuning the mix of offerings. Some asked for more small-scale, casual events in addition to large signature activities. Others mentioned timing conflicts, crowded dates, or interest in spreading events more evenly across the year. A few comments also noted opportunities to better align pricing, attendance limits, and perceived value for certain events.
Overall, the membership is engaged and eager to participate socially. Continuing to solicit feedback on event types, timing, and formats will help the team refine the calendar. A balanced mix of family, adult, and niche interest events can reinforce the club’s role as a community hub while making good use of limited calendar space.
“The club events have been fantastic and really bring the community together.”
MEMBER COMMENT (2025 SURVEY)
See Detailed Comments Report
Club Social Life Satisfaction 2025
The extent to which you feel Welcome
OVERALL SATISFACTION with the Club's Social Life
The club fosters opportunities for meaningful social interactions with other members
Quality of Social, Family and Dining Events
Communications Summary
2025 Satisfaction: 4.25 / 5.00
Members recognize that the club communicates far more than in the past and appreciate timely updates about programs, schedules, and operations. Many comments noted that regular emails, the app, and other tools have improved awareness of what is happening across departments, and several members specifically thanked the team for clearer messaging overall.
The most common concerns involve volume, clarity, and channel management. Members mentioned feeling overwhelmed by the number of emails at times and asked for more concise, better organized messages. Requests included clearer subject lines, simple summaries up front, and better use of bullets and links. Some members also expressed interest in more targeted communication by interest area, along with continued refinement of the app and website.
Members want communication that is both robust and easy to absorb. Focusing on fewer, more consolidated messages, clear structure, and improved use of digital channels will help members quickly see what matters most to them. As the club continues to invest in facilities and programs, effective communication will be a key support to engagement and understanding.
“Communication has been great and very responsive.”
See Detailed Comments Report
Club Communications Satisfaction 2025
Front Office & Accounting Summary
2025 Satisfaction: 4.35 / 5.00
Members generally view the Front Office and Accounting teams as friendly, approachable, and professional. Many comments praised specific interactions where staff went out of their way to help, answered questions, and created a welcoming first impression when members arrived at the club. Long-time members also noted improvements in responsiveness and overall organization compared with prior years.
The most frequent concerns relate to billing accuracy, follow-through, and occasional variability in front desk experiences. Members mentioned incorrect or confusing charges, duplicate entries, and the need to follow up more than once to resolve certain issues. A number of comments referenced food credit tracking and a desire for clearer statements. At the front desk, experiences ranged from excellent to less consistent, with suggestions for improved attentiveness and better communication of policies and fees.
Overall, members appreciate the people in these roles and want systems that match their efforts. Continued focus on process reliability, transparent billing, and staff training at the reception area will help strengthen confidence. Small improvements in these areas can have a noticeable impact, since they often shape the first and last impression of a visit.
“Everyone at the front desk has been friendly, sweet, and helpful.”
Front Office & Accounting Satisfaction 2025
Receptionist Responsiveness to My Needs and Requests
Receptionist Friendliness
Receptionist Professionalism
Accounting Friendliness
Accounting Professionalism
Receptionist Member Recognition
Accounting Responsiveness to My Needs and Requests
Accounting Billing Accuracy
Housekeeping Summary
2025 Satisfaction: 4.33 / 5.00
Members place a high value on cleanliness and generally recognize the effort the housekeeping team brings to a complex, high-use environment. Many comments reflected appreciation for recent improvements and for staff who work hard during busy days, especially around the pool and café areas.
Suggestions focused on consistency during peak times and a few high-visibility locations. Members frequently mentioned restrooms, locker rooms, the pool deck, and café seating as areas that can become stressed quickly when the club is busy.
Wet floors, overflowing towel bins, and tables that need faster turnover appeared in multiple comments. Outdoor walkways and children’s areas were also noted as places where debris and wear can accumulate between cycles.
Members are supportive of this team and want to see them set up for success. More structured cleaning schedules during known peak windows, clear ownership of hot-spot areas, and continued attention to restrooms and youth spaces will reinforce the positive impression members already have and help the club present at a consistently high standard.
“Joseph does a great job keeping the pool area clean, especially when the club is busy.”
Housekeeping Comments, Suggestions & Compliments
See Detailed Comments Report
COMMENT (2025 SURVEY)
MEMBER
Housekeeping Satisfaction 2025
Youth Pool
Tennis
Café & Patio Dining
Maintenance & Repair Summary
2025 Satisfaction: 4.20 / 5.00
Members expressed appreciation for the maintenance team’s steady work in keeping a large and complex property functioning. Comments frequently described staff as helpful and willing to respond when issues are reported, and many members acknowledged the challenge of supporting aging infrastructure, diverse facilities, and year-round activity.
Feedback also pointed to opportunities for a more proactive and visible approach. Common themes included court surfaces that need attention, drainage and lighting concerns in court sports, and recurring issues with hot tub and steam room components. Members mentioned pool furniture, umbrellas, playground equipment, and select interior fixtures that would benefit from more frequent inspection, repair, or replacement. A few comments also highlighted the value of clearer updates when work requires outside vendors or longer timelines.
Overall, members support continued investment in maintenance as part of protecting the club’s assets. Emphasizing preventive routines, prioritizing high-use and safety-sensitive areas, and communicating more consistently about repairs in progress will help reassure members that the club is staying ahead of issues and maintaining a high-quality environment.
“The
improvements around the club are classy and subtle. I really appreciate the attention to detail.”
Maintenance
Comments, Suggestions & Compliments
See Detailed Comments Report
Maintenance Satisfaction 2025
Youth
Tennis
Cafe
Pickleball
Bocce
Pool
Management & Leadership Summary
2025 Satisfaction: 4.45 / 5.00
The Management team continues to be one of the club’s greatest assets and earned the highest departmental satisfaction score in 2025. Members consistently praised leadership for being approachable, visible, and genuinely member-focused. Many comments highlighted the way the General Manager/COO, Lukasz Monka, and his team set a welcoming tone, listen carefully, and follow through on concerns.
Members also recognized improvements in communication, responsiveness, and the way feedback has been incorporated into decisions. Examples included adjustments to program policies, refinements to operations, and the thoughtful pacing of capital planning efforts. Several comments noted that leadership has helped create a culture that feels collaborative and grounded in the long-term health of the club.
At the same time, members understand that leadership must balance many priorities, including financial responsibility, community expectations, and regulatory constraints. The feedback suggests strong trust in the current team and support for continued transparency about trade-offs and timelines. Sustaining this level of engagement and accessibility will remain critical as the club works through future projects and strategic decisions.
“I appreciate Lukasz and the entire management team. Their efforts show real care for the club.”
Management Comments, Suggestions & Compliments
See Detailed Comments Report
MEMBER COMMENT (2025 SURVEY)
Management Satisfaction 2025
Friendliness
Professionalism
Member Recognition
Visibility
Accessibility/Availability
Responsiveness to My Needs and Requests
Board of Directors Summary
2025 Satisfaction: 4.00 / 5.00
Members expressed appreciation for the time and effort volunteered by the Board and for the progress made on several key initiatives. Many comments recognized the challenge of balancing diverse member opinions, capital needs, and financial stewardship. Members noted that the Board has guided the club through a period of growth while maintaining a strong community feel.
Constructive feedback focused on communication and visibility. Some members asked for more regular updates on longrange planning, clearer explanations of how decisions are made, and more opportunities for member input prior to major decisions. A few comments reflected uncertainty about priorities or timing for future capital projects, and encouraged the Board to continue sharing context about constraints and trade-offs.
Overall, the membership appears supportive of the Board’s direction and wants to stay informed and engaged. Continued emphasis on transparent communication, structured listening opportunities, and clear linkage between survey results, strategic priorities, and decisions will help members feel confident that their input is being heard and that the club is moving forward thoughtfully.
“The Board is doing a great job leading the club and making thoughtful improvements.”
Detailed
Board of Directors Satisfaction
Overall Satisfaction with the Board's Performance
Management of Club Finances
Management Oversight
Management of Club Policies/Rules
Strategic & Long Range Planning
Transparency and Communication
Membership Summary
2025 Satisfaction: 4.41 / 5.00
Members spoke positively about the overall membership experience and the way new members are welcomed into the community. Many comments referenced the club’s friendly culture, the ease of meeting people through programs and events, and the professionalism of staff who support admissions, onboarding, and ongoing member relations. Opportunities relate primarily to communication, expectations, and ongoing engagement. Some members expressed interest in clearer education about benefits and policies early in the membership lifecycle, including court booking norms, guest policies, and how waiting lists function in busy programs. Others mentioned that as the club grows, it will be important to preserve access and avoid overcrowding in the most popular areas. A small number of comments suggested more structured orientation for new members and better promotion of lesser-known programs.
Overall, the membership function is seen as a strength and an important steward of club culture. Continued focus on thoughtful onboarding, transparency about capacity and demand, and regular touchpoints with both new and long-tenured members will help sustain a healthy, engaged community.
Point Improvement over the Prior
NET PROMOTER SCORE 2025 VS 2024
History of Improvements
15
Membership Attrition 2025
I intend to continue to be a member (for the foreseeable future)
Overall, I am proud to bring guests to the club
Our Club provides good value for dues/fees
How to Use These Results for Planning
ONE IMPORTANT INPUT TO PLANNING
The survey summarizes how members experience the club today.
It is intended to support Board and management planning, not to serve as a member vote.
UNDERSTANDING THE RESULTS
High scores and positive comments highlight areas where the club is delivering strong value.
Lower scores, importance–satisfaction gaps and recurring comment themes point to places where expectations are ahead of current experience.
Small differences in scores should be interpreted directionally rather than as precise measurements.
USING THE THEMES AND PRIORITIES
The strategic themes and focus areas on the following pages are suggested priorities based on the data.
Any major operational or capital change would still require separate feasibility work, financial analysis and further discussion.
LOOKING AHEAD
The club can revisit these results periodically, alongside future surveys, to monitor progress and keep long range planning aligned with how members actually use the club.
Strategic Issues & Priorities
Suggested Strategic Themes Informed by the 2025 Member Survey
These strategic priorities reflect consistent themes across ratings, importance vs satisfaction results, written comments and a dedicated questions asking members to rank their top facility and services priorities.
SERVICE CULTURE & DAILY OPERATIONS: Continue to support management, front office, housekeeping, maintenance and lifeguard teams that members already view as clear strengths. Refine communication, follow through and safety practices so that responses feel timely and rules are applied consistently while keeping a relaxed, family friendly feel.
CORE FACILITIES AND EVERY DAY MEMBER COMFORT: Focus attention on high use, high importance spaces such as the café, courts, pool complex, fitness areas, parking and locker rooms, where members see solid performance and also the greatest opportunity to improve comfort and presentation. Use member comments to guide practical enhancements in shade, seating, finishes, lighting, circulation and equipment.
PROGRAMS, YOUTH AND COMMUNITY LIFE: Build on strong participation in court sports, aquatics, youth programs, and social events by fine-tuning the mix, timing, and promotion of offerings. Seek a healthy balance between family-focused events and adult social opportunities so all segments feel well served.
COMMUNICATION, ENGAGEMENT & LONG-RANGE PLANNING: Continue to strengthen transparency around plans and major decisions and provide simple channels for members to find information. Use survey data on satisfaction and importance to inform future facilities planning and to check in periodically on progress.
Highest Priority Capital Improvement Chart
Highest Priority Services & Amenities Chart
Priority Focus Areas Grounded in Member Feedback
These strategic priorities reflect consistent themes across ratings, written comments, and year-over-year trends. Members expressed pride in the club’s progress while also identifying clear opportunities for continued investment in core amenities.
CAFE IMPROVEMENTS
Improve menu variety and healthy options.
Strengthen consistency of preparation and quality. Smooth service flow and speed during peak times. Refresh atmosphere and connection to outdoor dining and nearby activity areas.
COURT SPORTS ENHANCEMENTS
Address resurfacing and drainage needs on selected courts.
Add shade and viewing-area comfort where it is lacking.
Improve access to water and basic court amenities.
POOL COMPLEX IMPROVEMENTS
Expand shade and refresh selected deck and seating areas.
Support consistent cleanliness and housekeeping at peak use.
Improve reliability and temperature control of the hot tub.
FITNESS CENTER MODERNIZATION
Update cardio and strength equipment that members describe as aging or crowded.
Adjust layouts for better space utilization and traffic flow.
Explore opportunities for expanded programming where demand exists.
YOUTH FACILITIES REFRESH
Update finishes and furnishings in youth and play areas that feel functional but dated.
Improve space utilization and storage to better support busy programs.
Continue to enhance youth experiences that connect naturally with the pool, courts and social events
CLUB-WIDE THEME
Members remain supportive of continued, thoughtful investment in amenities that receive the highest daily usage and strongest member engagement.
Suggested Next Steps & Action Planning
Hold a Board and management work session focused on the Strategic Themes and Priority Focus Areas, with the goal of agreeing on 3–5 near-term priorities.
Populate and refine the Recommendations Framework table with specific owners, target dates, and a simple status (Now / Next / Later) for each priority area.
Identify “quick win” projects that are visible to members and align with the feedback, such as shade and seating additions, café flow tweaks, or small fitness and youth-space updates.
Flag larger or more complex items (for example, any potential reconfiguration of café or fitness space) for separate feasibility, financial analysis and member input.
Plan member communication that closes the loop on the survey: a short summary of what was heard, what the club is acting on now and what will be studied further.
Schedule a follow-up check-in (for example, at the end of the next major season) to review progress on the priority areas and adjust the action plan as needed.
Survey Demographics
Survey Demographics
Membership Class Responses
700 Regular Memberships / 175 Senior Memberships
REGULAR MEMBER OF TOTAL RESPONSES 79.4%
SENIOR MEMBER OF TOTAL RESPONSES 20. %
Survey Demographics
Respondent Demographics 2025
Survey Demographics
Facilities Use Last 12 Months 2025
