Member Opinion Survey
R ESIDENT S ATISFACTION S URVEY R ESULTS
F EBRUARY 2019
This report is a confidential document prepared by Cornerstone Decision Support for use exclusively by Frenchman/s Creek Beach & Country Club. Any release or reproduction of this report, or any of its contents, to any individual or entity other than an employee or board member of Frenchman/s Creek Beach & Country Club is expressly prohibited, and is in violation of the agreement between Cornerstone Decision Support and Frenchman/s Creek Beach & Club. Exceptions to this interdiction must be granted in writing by Cornerstone Decision Support prior to the release of any portion of this report.
PREPAREDBY
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T ABLE OF C ONTENTS
INTRODUCTION .....................................................................................................................1 HEADLINE FINDINGS............................................................................................................2 RESPONDENT PROFILE Demographic Profile ......................................................................................................3 Club Usage Profile .........................................................................................................4 Club Communication .....................................................................................................5 VALUE-DRIVERS....................................................................................................................6 MEMBERSHIP EXPERIENCE ................................................................................................8 CLUB DINING..........................................................................................................................9 FITNESS POOL AND SPA ....................................................................................................11 GOLF OPERATIONS .............................................................................................................12 COURT SPORTS ....................................................................................................................13 KID’S CREEK CLUB .............................................................................................................14 EVENT AND ACTIVITY VOLUME.....................................................................................15 POA VALUE-DRIVERS.........................................................................................................16 POA SERVICES......................................................................................................................17 PERCEPTUAL MAP...............................................................................................................19 FUTURE IMPROVEMENTS .................................................................................................20 COMMENTS SUMMARY .....................................................................................................21 SURVEY SUMMARY............................................................................................................23 SURVEY INSTRUMENT.......................................................................................................25
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
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I NTRODUCTION
This report presents the findings of a survey of member satisfaction conducted for Frenchman’s Creek Beach & Country Club by Cornerstone Decision Support, Inc. The survey is designed to provide the Club with insight about how members view key issues related to their membership experience and the future direction of the Club. Eight topics framed this survey of member opinion:
Judging Club and POA Value Overall Membership Experience Satisfaction with Club Operations Satisfaction with Community Services
Potential Improvements Communications Club Facility Usage Sample Demographics
• • • •
• • • •
Methodology On January 7, 2019, management invited 1,055 Club members to complete either an online survey or paper survey instrument. A total of 533 members participated in the survey representing an estimated 73 percent response from member households and a 51 percent response from individual members. Eighteen members used a paper survey while 515 completed the survey using the online survey instrument. The findings from a sample of 533 from this membership population are associated with a maximum error range of +3.0 percentage points at the 95 percent confidence level. This means that if 100 different samples of 533 members were surveyed, in 95 of them the results would not vary by more than +3.0 percentage points of the true findings if all members participated. This error percentage increases as the sample size decreases. Reading Tables The scaling used in this survey frequently instructed respondents to indicate how satisfied or dissatisfied they are with facility or operational components of the Club. Mean scores were computed for each item by assigning numeric value to each response. For example, a response of satisfied was given a "5" and dissatisfied a "1". Values were then applied to the responses and divided by the number of responses (excluding a “no opinion” or “don’t know” survey response option). A mean score of 4.54, for example, would indicate higher satisfaction, while a score of 2.30 would indicate the member respondents, on the average, are somewhat dissatisfied with the component being measured. A mean score may not tell the whole story. Where there is statistical variance in response, a variance table will describe the statistically significant differences among membership demographic variables, such as gender, age, type of residence, months of residency, or years as a member.
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 1
H EADLINE F INDINGS
Details on Page
Topic
Headline Findings
3 The profile of the respondent sample is very representative of the membership demographics for gender, age, and residential type. The sample has a slightly higher percentage of members with longer membership duration than are reflected in the Club census. Lunch dining, Fitness Center use, golfing, and table games are the most frequent activities indicated by survey respondents. Members are largely satisfied with the quality of information from the seven Club communication sources. Among the 21 Club components measured, staff professionalism, the Beach Club, community security, Fitness Center, and casual dining are the most important components when members judge the value of their membership. 8 Members are most satisfied with the valet service, service received from staff and the membership experience, but less satisfied with the Board’s performance. Among the ten dining components, take-out service, Grille Room, and Sunday Brunch received the highest satisfaction scores. The 19 th Hole, Main Dining Room events and Sunday Barbeque received the lower scores. 4 5 Members with experience and an opinion are largely satisfied with all eight components, but especially personal fitness training. Members who use the golf facilities and programs are very satisfied with the condition of both courses, range, Pro Shop and outside operations.
Demographic Profile
Club Usage
Communication
6-7
Value-Drivers
Overall Satisfaction
9-10
Dining Venues
Fitness, Pool, and Spa
11
12
Golf Operations
13
Court Sports
Users of the sports courts and Tennis are very satisfied with their experience.
Kid’s Creek Club Number of Events and Activities POA Value Drivers
The small subsample of respondents who participate in activities are satisfied, especially with the holiday program.
14
Among those with an opinion, the majority indicate that there is just the right number of events and activities. Nearly two-in-ten indicated that there are too many dinner dances.
15
Common area street and lighting maintenance, security, Hotwire service, and common area landscaping are considered most important.
16
Among the nine services measured, members are most satisfied with administrative services, security, and landscaping.
17-18
POA Services
Strengths and Weaknesses Potential Improvements
When contrasting satisfaction with the components considered most important, staff, security, landscaping, and valet service are the Club’s strengths.
19
Among the topics presented, members indicate strongest interest in academic seminars, expanded physical therapy, and a comprehensive wellness center.
20
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
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Page 2
D EMOGRAPHIC P ROFILE
The respondent sample is very representative of the membership’s demographic profile
The findings of the survey reflect respondents with the following demographics characteristics, which are largely representative, but slightly younger than that of the resident census.
Resident Census (1,055)
Resident Census (1,055)
Sample (n=533)
Sample (n=533)
Demographic
Demographic
Age Categories: 65 or younger
Years as a Member: Fewer than 4 years 4-9 years 10-19 years 20-25 years 26 or more years Marital Status: Married Single Significant Other
15% 30% 43% 12%
13% 27% 45% 15%
16% 18% 24% 20% 22% 86% 9% 5%
18% 33% 18% 16% 15%
66-74 75-84 85 or older
Gender: Men Women
49% 51%
45% 55%
n/a n/a n/a
Home Type : Patio home Custom home
Home Type : Villa Townhouse
43% 34%
48% 31%
18% 5%
15% 6%
Segment Variance
Gender: Men are twice as likely than women to be older than 80. Women are significantly more likely than men to indicate being single and live in a townhouse or patio home. Age: Men are more likely than women to indicate being 85 or older while women are more likely to be 66-84. Years as a Member: The average number of years as a member among this sample is 15.5 and the median is 16. Year-round residents have a longer membership tenure than seasonal residents. Custom home residents are more likely than residents of other home types to be younger than 66. Residence:
Respondents indicated the months per year that they reside in their Frenchman’s Creek residence. For cross tabulation purposes, seasonal residents were those residing in the community from October to May.
97% 95% 95% 90%
93%
86%
65%
64%
31% 26% 26% 29%
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
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Page 3
C LUB U SAGE P ROFILE
Dining, speakers, fitness, and golf engage the highest percentage of Frenchman’s Creek members
Group exercise classes Manicures/pedicures Table games Massage therapy Swimming pools Poolside Café Golf Entertainment events Guest speakers Clubhouse breakfast Fitness Center Grille Room Dining Beach Club dinner Clubhouse dinner Sports Bar Clubhouse lunch
68%
15%
11%
4%
40%
29% 35%
18%
5%
43%
20%
6%
16%
33%
36%
13%
14%
21%
41%
20%
4%
75%
7%
5%
5%
8%
42%
18%
14%
13%
13%
11%
12%
38%
24%
15%
7%
11%
30%
35%
18% 17%
65%
10%
3%
4%
5%
10%
25%
38%
22%
18%
8%
12%
29%
33%
9%
14%
15%
20%
42%
37%
10%
5%
3%
45%
6%
9%
7% 17%
14%
54%
5%
14%
58%
Bocce or Pétanque Pickleball Tennis Kid's Creek Club
3%
1%
5%
16%
75%
9%
3%
7%
78%
4%
3%
5%
85%
6%
90%
2+/week
Once/week
1-2/month
<1/month
None
Segment Variance
Activity
More Frequent Users
Less Frequent Users
Clubhouse breakfast Clubhouse lunch Clubhouse dinner
Men, <66, 85+
Women, 66-84
Men, 75-84, seasonal residents
Women, <66, year rounders
Women, 85+
Men, 66-74
Sports Bar Beach Club Poolside Café
Women, <66, newer members
Men, 66+, longer term members
Seasonal residents
Year rounders
<66
75+
Swimming pools Fitness Center
<66, year rounder
75+, seasonal residents Members 20+ years
Members fewer than 20 years
Group exercise classes
Women
Men
Golf
Men, members fewer than 8 years <66, members fewer than 8 years Members fewer than 8 years
Women, members 21+ years 66+, members 21+ years
Tennis
Pickleball
Members 21+ years
Bocce or Patanque Entertainment events Guest speaker events Cards and mahjong Massage therapy Manicure/pedicure Kid’s Creek Club Grille Room dining
No meaningful variance
85+ 75+
<85 <75
Women, 66+, 8+ year members
Men, <66, <8 year members
No meaningful variance
Women, 85+
Men, 66-84
66-74
<66, 75+
No meaningful variance
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 4
C OMMUNICATION S OURCES
Members rated their satisfaction with the quality of seven sources of information received
Monthly newsletter
63%
22%
7%
6%
Email notices
68%
21%
4%
3%
Frenchman's Creek Life
58%
20%
9%
3%
8%
President's Report
58%
22%
7%
6%
5%
Frenchman's Creek website
29%
19%
14%
34%
FCTV programming
25%
11%
14%
47%
Discussions with the President
24%
17%
14%
5%
38%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Satisfaction with the quality of the e-mail notices and website has improved from the 2017 survey Indicated by the no opinion response, the first four communication sources are read by the highest percentage of members. Information Sources Mean Scores 2019 Mean Scores 2017 Monthly newsletter 4.54 4.47 E-mail notices 4.53* 4.17
Frenchman’s Creek Life
4.42 4.27
4.44 4.29 3.95 3.97
Dissatisfaction ranges from 2% for the newsletter to 11% for the President’s Report. The mean score average is 4.25 (85% satisfaction).
President’s Report
Frenchman’s Creek website
4.07*
FCTV programming
4.04 3.85
Discussions with the President
n/a
Segment Variance
Gender: Women are more satisfied than are men with the monthly newsletter, e-mail notices, Frenchman’s Creek Life, and FCTV. Age: Members younger than 66 are less satisfied than are older members with the Monthly Newsletter. Years as a member: No statistically significant variance was found. Seasonality: No statistically significant variance was found.
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
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Page 5
M EMBERSHIP V ALUE -D RIVERS
Members rated the importance of 21 components when judging membership value The chart shows the top-10 value-drivers
Staff professionalism
95%
4%
Beach Club
90%
7%
Fitness facility/programs
86%
10%
Casual dining opportunities
83%
13%
Valet service
75%
18%
3%
Fine dining
73%
20%
3%
Golf courses/practice facilities
81%
10%
5%
Spa facility and services
69%
19%
6%
4%
Take-out food/home delivery
63%
26%
5%
4%
Monthly newsletter
45%
37%
8%
6%
4%
Important
Somewhat Important
Undecided
Somewhat Unimportant
Unimportant
Members rate staff professionalism as the most important membership value-driver
Mean Scores 2019 4.92
Mean Scores 2017 4.94
The top 10 membership components are considered important or somewhat important value-drivers to between 99% and 82% of the members. The importance of the Spa and Monthly Newsletter has increased since 2017. The mean scores show minimal separation among the top 10 value-drivers.
Membership Components
Staff professionalism throughout the Club
Beach Club
4.85
4.85
Fitness facility and programs
4.72
4.78
Casual dining opportunities
4.67
4.76
Valet service
n/a
4.64
Fine dining opportunities
4.50
4.61
Golf courses and practice facilities
4.61
4.60
Spa facility and services
4.02
4.46*
Take-out service and home delivery of food
n/a
4.43
Monthly Newsletter
3.87
4.13*
Segment Variance
Women gave higher importance ratings than did men for casual dining, valet, fine dining, Spa, take-out service, and Newsletter. Members 66 and younger gave higher ratings than did older members for professionalism of staff, Beach Club, Fitness, fine dining opportunities, golf, and spa. Members 85 and older gave higher ratings for take-out and home delivery of food than did younger members. Members for 7 or fewer years gave higher importance ratings than did longer term members for fitness and casual dining. Seasonal residents gave higher importance ratings than did year-round residents for golf and fine dining. Year-round residents gave higher importance ratings for take-out food.
Gender:
Age:
Years as a member:
Seasonality:
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M EMBERSHIP V ALUE -D RIVERS
These 11 value-drivers are important to somewhat fewer members when judging membership value
Guest speaker events
41%
37%
12%
5%
5%
Complimentary food
41%
34%
8%
10%
7%
Club website
38%
34%
13%
7%
8%
Entertainment events
36%
37%
11%
10%
6%
Staff services
36%
35%
12%
8%
9%
Private home parties
38%
30%
13%
9%
10%
Table games
47%
19%
9%
9%
16%
Complimentary breakfast
41%
26%
7%
10%
16%
Tennis programs
34%
20%
11%
11%
24%
Children's programs
22%
33%
12%
14%
19%
Pickleball, bocce, petanque
15%
25%
19%
12%
29%
Important
Somewhat Important
Undecided Somewhat Unimportant
Unimportant
Members rated four of the second-page membership components as more important than in 2017
Mean Scores 2019 4.02
Mean Scores 2017
Membership Components
n/a
Guest speaker events
The top five of these components is rated somewhat or very important by at least 70% of the respondents. Table games is rated important by 47% of the respondents. Combined importance ranges from a high of 78% to a low of 40%.
Complimentary hors d’oeuvres, cookies, fruit, coffee, tea, water, and soft drinks
3.69
3.88*
3.56
3.88*
Club website
4.00
3.86*
Entertainment events
Staff services such as baby sitting, transportation to the airport, car wash, etc.
n/a
3.80
n/a
3.75
Private parties in the home
3.36
3.72*
Table games such as cards and mahjong
3.69
3.67
Complimentary breakfast
3.24
3.31
Tennis programs
3.28
3.23
Programs and facilities for children
n/a
2.87
Pickleball, Bocce, and Petanque
Segment Variance
Gender: Women gave higher importance ratings than did men for speaker events, staff services, home parties, and table games. Age: Members 75 and younger gave higher ratings than did older members for the website, home parties, tennis, children’s activities, and pickleball. Years as a member: Members for 7 or fewer years gave higher importance ratings than did longer term members for the website, entertainment, children’s programs, and pickleball. Seasonal residents gave higher importance ratings than did year-round residents for guest speaker events.
Seasonality:
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
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S ATISFACTION WITH THE O VERALL M EMBERSHIP E XPERIENCE
Members rated their satisfaction with 10 components of their membership experience
Board performance Information from the Board Community harmony Value for the cost Information from the Club Management team performance Value of social opportunities Membership experience Service received from Club staff Valet service
82%
12%
3%
85%
11%
71%
24%
3%
62%
23%
8%
5%
58%
28%
4%
6%
3%
51%
28%
10% 4% 12% 12%
10%
7%
44%
33%
6%
6%
32%
33%
9% 11%
8%
4%
35%
32%
11%
16%
29%
19%
17%
17%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Members are most satisfied with valet service, staff service, and the membership experience but less satisfied with Board performance, information from the Board and community harmony
2019 Mean Scores 4.79 4.78 4.61 4.49 4.32
2017 Mean Scores
Membership Components
Combined satisfaction ranges from 94% for valet service to 45% for Board performance. Dissatisfaction ranges from 1% for valet service to 34% Board performance. The average of all ten components is 4.16 (83% satisfaction).
Valet service
n/a
Service received from Club staff Your overall membership experience
4.69 4.63 4.38 4.26
Value of social opportunities Management performance
Information provided to members on important matters
4.25
4.07
Overall membership value for the cost
4.05
4.04 3.72
Community harmony
n/a
Information received from the Board
3.88 3.54
3.67* 3.09*
Performance of the Board
Segment Variance Gender:
Women are more satisfied than are men with information received from the Club. Age: Members 65 or younger are less satisfied than are older members with all ten components. Members 76 and older tend to be significantly more satisfied than are members 75 or younger with the membership experience, social value, management team, and financial management. Members for 7 or fewer years are less satisfied than are longer term members with service quality, membership experience, social value, management team performance, and information received from the Club and Board. Year-round members are more satisfied than are seasonal members with service from staff, and information received from the Club and the Board.
Years as a member:
Seasonality:
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S ATISFACTION WITH C LUB D INING
Members rated their satisfaction with 10 dining amenity components
Take-out service
63%
16%
4%
14%
Grille Room
65%
23%
4%
3%
3%
Sunday Brunch
52%
18%
6%
20%
Beach Club
56%
28%
5%
6%
4%
Sports Bar
52%
29%
5%
9%
3%
Special event nights
39%
22%
12%
3%
22%
Poolside Café
30%
20%
10%
3%
36%
19th Hole
45%
34%
3%
10%
6%
Main Dining Room dinner
36%
34%
12%
6%
5%
7%
Sunday Barbeque
34%
23%
9%
8%
8%
18%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Members are most satisfied with take-out service, Grille Room, and Sunday Brunch
Mean Scores n=533 4.60 4.46 4.43 4.27 4.21 4.19 4.16 4.04 3.96 3.80
Club Dining Experience
The top five dining venues achieved a mean score average of 4.39 (88% satisfaction). Five dining experiences garnered dissatisfaction of 10% or greater. The average of all 10 dining mean scores is 4.21 (84% satisfaction).
Take-out service
Grille Room
Sunday Brunch in the Clubhouse
Beach Club
Sports Bar
Special event nights
Poolside Café
19 th Hole
Main Dining Room dinner events
Sunday Barbecue
Segment Variance Gender:
Women are more satisfied than are men with special events and Poolside Cafe.
Age: Members 85 or older tend to be more satisfied than are younger members with nearly all components, but especially the 19 th Hole, Main Dining Room, and Sunday Barbeque. Members for 7 or fewer years are more satisfied than are longer term members with the Beach Club. Members for 21 or more years are more satisfied than are shorter term members with Sunday Brunch and Barbeque.
Years as a member:
No statistically significant variance was found.
Seasonality:
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S ATISFACTION WITH C LUB D INING
The survey asked members who indicated infrequent usage of the Grille Room for reasons why. Seventy- five women and 50 men offered comments. The chart below shows the response themes by men and women.
Reasons for Infrequent Grille Room Use
Dining habits
6
20
Prefer more causal
6
13
Menu
6
12
Food quality
5
12
Men Women
Pleased
3
10
Service
5
Price
16
3
Personal schedule
3
3
Food consistency
2
Reservations
1
Just okay
1
Dress code
1
1
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S ATISFACTION WITH F ITNESS , P OOL , AND S PA
Members rated their satisfaction with eight fitness, pool, and spa components
Personal fitness training
68%
9%
22%
Fitness equipment
70%
19%
7%
Massage therapy
38%
10%
3%
46%
Pool group exercise
18%
5%
3%
73%
Resort pool experience
44%
16%
4%
34%
Manicure/pedicure service
29%
8%
3%
57%
Lap pool experience
15%
5%
3%
76%
Group exercise classes
18%
8%
4%
69%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Mean scores indicate that members are very satisfied with Fitness, Pool, and Spa components
Mean Scores n=484 4.85
Fitness, Pool, and Spa Components
Among those with an opinion, combined satisfaction is very high. Combined dissatisfaction ranges from a low of 0% to a high of 3%. The average of these mean scores is 4.54 (satisfaction of 91%).
Personal fitness training service
Fitness equipment
4.68
Massage therapy
4.54
Group exercise classes in the pool
4.50
Resort pool experience
4.49
Manicure/pedicure service
4.46
Lap pool experience
4.43
Group exercise classes
4.38
Segment Variance Gender:
No statistically significant variance was found.
Age: Members 75-84 are more satisfied than are younger members with the resort pool. Years as a member: Members for 8 or more years are slightly more satisfied than are members of fewer years with the resort pool. Seasonal residents are more satisfied than are year-round residents with massage therapy, resort pool, and lap pool. Seasonality:
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Page 11
S ATISFACTION WITH G OLF O PERATIONS
Members rate their satisfaction with nine golf facility or operational components
North Course landscaping
76%
16%
6%
South Course landscaping
75%
14%
7%
South Course conditions
73%
16%
8%
Practice putting greens
73%
17%
6%
Outside golf operations
48%
11%
3%
36%
North Course conditions
69%
19%
8%
Golf Pro Shop
74%
16%
4%
Driving range
66%
21%
3%
6%
Short game practice area
62%
19%
3%
4%
10%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Mean scores indicate that members are very satisfied with the nine Golf components
Mean Scores n=424 4.76
Among those with an opinion, the vast majority of respondents are satisfied with the golf components. Combined dissatisfaction is 6% or less for all components. The average of these mean scores is a very strong 4.65 (93% satisfaction).
Golf Components
North Course landscaping aesthetics
South Course landscaping aesthetics
4.74
Condition of the South Course
4.73
Practice putting greens
4.69
Outside Golf operations
4.64
Condition of the North Course
4.64
Golf Pro Shop operations
4.62
Driving range
4.54
Short game practice area
4.51
Segment Variance
Gender: Men are more satisfied than are women with the Pro Shop. Women are more satisfied than are men with the North Course conditions and the short game practice area. Age: Members 85 or older are more satisfied than are younger members with the driving range and short game practice area. Years as a member: Members for 7 or fewer years are more satisfied than are longer term members with the Golf Pro Shop and driving range. Seasonal residents are slightly more satisfied than are year-round residents with the driving range and short game practice area.
Seasonality:
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S ATISFACTION WITH C OURT S PORTS
Members rate their satisfaction with two court sport amenities
Tennis operations
47%
9%
5%
37%
Pickleball, Bocce & Petanque courts
28%
6%
4%
59%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Members are very satisfied with both court sport components
Mean Scores n=143 4.53
Among those with an opinion, satisfaction is high. The average of the two is 4.47 (89% satisfaction).
Court Sports
Tennis operations
Pickleball, Bocce and Petanque courts
4.40
Segment Variance Gender:
No statistically significant variance was found.
Age: Members 75 and older tend to be more satisfied than are younger members with tennis operations. Years as a member: Members for 21 or more years are more satisfied than are shorter term members with Pickleball, Bocce, and Pétanque Seasonality: No statistically significant variance was found.
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S ATISFACTION WITH K ID ’ S C REEK C LUB
Members rated their satisfaction with four components of the Kid’s Creek Club
Holiday programs
50%
19%
4%
4%
22%
Game room activities
29%
14%
5%
8%
42%
Arts and crafts activities
26%
11%
9%
5%
3%
46%
Water activities
22%
5%
5%
4%
4%
60%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion
Members are most satisfied with the Children’s holiday programs
Mean Scores n=111 4.45
The majority are satisfied with all four components. Dissatisfaction ranges from 5% to 10%. The average of these four components is 4.10 (82% satisfaction).
Kid’s Creek Club
Children’s holiday programs
Game room activities
4.01
Arts and craft activities
3.99
Lake Frenchman’s water activities
3.94
Segment Variance Gender:
No statistically significant variance was found.
Age: Members 75 and older tend to be more satisfied than are younger members with all components. Years as a member: No statistically significant variance was found. Seasonality: No statistically significant variance was found.
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February 2019
Page 14
S ATISFACTION WITH THE N UMBER OF E VENTS AND A CTIVITIES
Members rated the number of events and activities held at the Club throughout the year.
Among those with an opinion, the majority indicate that there is just the right number of events and activities. Nearly two-in-ten indicated that there are too many Dinner Dances.
Dinner Dances
19%
38%
41%
Golf tournaments
12%
44%
42%
Nine Wine & Dine
8%
47%
3%
42%
Wine/spirt tastings
12%
33%
53%
Children's activities
12%
19%
67%
Bocce & pickleball programs
9%
88%
Tennis tournaments
8%
88%
Too many Just the right number
Too few No Opinion
Segment Variance Gender:
Men are more likely than women to indicate too many golf tournaments. Age: No statistically significant variance was found. Years as a member:
Members for 8 or more years are more likely than shorter term members to indicate too many children’s events.
No statistically significant variance was found.
Seasonality:
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 15
POA V ALUE -D RIVERS
Members rated the importance of nine components when judging the value of POA dues
Street & light maintenance
95%
4%
Community security
92%
5%
Hotwire services
87%
9%
Common area landscaping
85%
11%
Admin services
80%
16%
Paramedic program
83%
11%
3%
Home maintenance
65%
20%
6%
4%
5%
Computer/tech support
62%
22%
6%
4%
6%
Transportation
38%
26%
13%
9%
14%
Important
Somewhat Important
Undecided Somewhat Unimportant
Unimportant
Common area maintenacne of streets, lights, and the community security are the top POA value-drivers
Mean Scores 2019
Mean Scores 2017
POA Service Components
The top six POA components are considered important or somewhat important value-drivers to between 94% and 99% of the residents. Four components are rated as more important than in the 2017 survey. Transportation to and from airports, events, etc. is the least important.
n/a
4.93
Common area maintenance of streets and lighting
Community security e.g., access control, road and marine patrols, monitoring motion sensor perimeter and community cameras
4.77
4.87
4.67
4.79*
Hotwire TV Internet and home alarm services
4.76
4.78
Landscaping of common areas
Admin services e.g., printing copying, faxing, mailing, shipping, etc.
4.41
4.73*
4.56
4.71*
24-7 Paramedic program
4.16
4.34*
Home maintenance services
n/a
4.31
Computer and smart phone technical support
n/a
3.63
Transportation to/from airports, events, etc.
Segment Variance
Women gave higher importance ratings than did men for computer and phone support and transportation service.
Gender:
Age: Members 75 and older gave higher ratings than did younger members with Hotwire, admin services, paramedic program, and tech support. Years as a member: Members for 8 or more years gave higher importance ratings than did shorter term members for admin service and tech support. Seasonality: No statistically significant variance was found.
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 16
S ATISFACTION WITH POA S ERVICES
Members rate their satisfaction with nine POA services
Administrative services
81%
12%
3%
3%
Community security
79%
15%
Common area landscaping
73%
20%
Handyman and home services
58%
17%
7%
17%
Patio, Villa or Townhouse painting
64%
20%
7%
6%
Transportation service
46%
10%
7%
35%
Hotwire TV, Internet and alarm
66%
20%
4%
5%
3%
Home landscape maintenance
47%
25%
3%
5%
3%
17%
Home landscaping
50%
35%
5%
5%
3%
Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied Don't Know
Combined satisfaction for administrative services, community security, and landscaping exceeds 90%
Mean Scores
POA Services
Satisfaction significantly outweighs dissatisfaction for all nine services. Dissatisfaction ranges from a low of 1% to a high of 10%. The average of these eight components is 4.53 (91% satisfaction).
Administrative services
4.79
Community security
4.71
Common area landscape maintenance
4.65
Handyman and home services
4.57
Painting of Patio, Villa or Townhouses
4.54
Transportation assistance
4.53
Hotwire TV Internet service and home alarm
4.43
Landscape maintenance around your home
4.32
Home landscaping of Patio, Villas or Townhouses
4.22
Segment Variance
Gender: Men are more satisfied than are women with Hotwire service, men are more satisfied than are women with landscape maintenance around the home. Age: Members 75 or older are more satisfied than are younger members with Hotwire service and landscape maintenance around the home. Years as a member: Members for 8 or more years are more satisfied than are shorter members with Hotwire service. Seasonality: No statistically significant variance was found.
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 17
POA C OMMENTS
Survey respondents were given the opportunity to offer any comments to the Board and management about their overall experience with POA services. Fifty-five women and 44 men offered comments pertaining to POA services. The chart below shows the comment themes.
POA Comment Themes
Positive
20
22
Landscaping
7
9
Hotwire
4
3
Men Women
Staff
3
3
Cost
2
Security
2
3
Home painting frequency
2
3
Billing
1
Communication
1
5
Home services
1
5
Holiday décor
0
1
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 18
P ERCEPTUAL M AP
Contrasting satisfaction with what’s important maps Club strengths and weaknesses
5
Staff Professionalism
Beach Club
Security
Hotwire
Casual Dining
Fitness Landscaping
Valet
Fine Dining
Course Conditions Take-Out/Home
Spa
Newsletter
Quadrant 2
Quadrant 1
4
Quadrant 4
Quadrant 3
Website
IMPORTANCE
Tennis
Children's Activities
3
3
4
5
SATISFACTION
The chart is divided into four quadrants. Attributes that fall into each category are labeled as: Quadrant 1: Higher value importance—Lower satisfaction Quadrant 2: Higher value importance—Higher satisfaction Quadrant 3: Lower value importance—Lower satisfaction Quadrant 4: Lower value importance—Higher satisfaction A perceptual map shows the relationship between the importance of a Club component when judging membership value—and satisfaction with the component. The table below shows the contrast in the 16 mean score combinations.
Community Landscaping
Staff Professionalism
Security
Beach Club
Hotwire
Fitness
Casual Dining
Valet
4.92 4.78
4.87 4.71
4.85 4.27
4.79 4.43
4.78 4.76
4.78 4.56
4.76 4.11
4.64 4.79
Importance
Satisfaction
Take-Out Home Delivery
Children’s Programs
Fine Dining
Golf Facilities
Spa
Newsletter
Website
Tennis
4.61 4.46
4.60 4.65
4.46 4.55
4.43 4.60
4.13 4.54
3.88 4.07
3.31 4.53
3.23 4.10
Importance
Satisfaction
The table components are sequenced from left to right by the importance mean score. Satisfaction mean scores for all components exceed 4.0, regardless of the volume of members who consider them important. The chart shows that the Club’s strengths, as perceived by the membership, are staff professionalism, security, landscaping, and valet service.
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 19
E XPLORING F UTURE I MPROVEMENTS
Members rated their interest in nine program and/or facility improvements
Academic seminars
40%
26%
14%
5%
15%
Expanded physical therapy clinic
33%
25%
24%
4%
14%
Comprehensive wellness spa
36%
20%
16%
7%
21%
Expanded wellness education classes
26%
25%
21%
6%
22%
Technology equipped golf center
29%
19%
17%
4%
31%
Resort style pool
28%
16%
18%
5%
33%
Movie/ Entertainment theater
17%
12%
21%
7%
43%
Adult arts and craft center
12%
11%
24%
8%
45%
3 day summer outing at a NE resort
5%
6%
15%
5%
69%
Interested Somewhat Interested Neutral
Somewhat Disinterested Disinterested
Members are most interested in academic seminars and expanded physical therapy within the Club Academic seminars, physical therapy, wellness spa, and wellness education classes are supported by at least half the respondents. Potential Improvements Mean Scores Academic seminars on various topics conducted by college professors 3.70 Expanded physical therapy clinic within the Club provided by Jupiter Medical Center 3.58
A comprehensive wellness spa with body and skin treatments, manicure and pedicure services, salon and beauty services, infrared sauna, detoxification facilities, and retail shop Expanded wellness education classes such as weight loss, nutrition, relaxation therapy, meditation, etc., provided by qualified health professionals
3.41
Combined interest ratings range from a high of 66% for academic seminars to
3.27
a low of 11% for a Northeast outing.
3.09 3.02
A technology-equipped golf learning center
A resort style pool area at the Beach Club
Combined ratings of disinterest range from a high of 32% for an arts and crafts center to a low of 19% for academic seminars.
Development of a movie and entertainment theater with a seating capacity of 20-30
2.51
2.38
A dedicated adult arts and crafts center
Three-day summer golf and recreation party at a 5-star northeastern resort
1.71
Segment Variance
Women are more interested than are men in an arts and craft center and a wellness spa. Men are more interested in a golf learning center.
Gender:
Age: Members younger than 74 are more interested than are older members in all improvements except academic seminars where there is no variance. Years as a member:
Members for 7 or fewer years are more interested than are longer term members with all improvements except expanded physical therapy services and arts and crafts center.
No statistically significant variance was found.
Seasonality:
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 20
C OMMENT S UMMARY
Members were given an opportunity to offer comments about their ratings of dissatisfaction. A total of 143 women and 77 men offered a comment. It represents 34 percent of the sample. The chart shows the nature of the comments among both genders. The chart sequence is ranked based upon comments from men.
Reasons for Ratings of Dissatisfaction
Board
21
14
Golf related
19
7
Food quality
8
18
Staff/service training
7
23
Menu
7
9
Décor/refurbishment/renovation
6
12
Men Women
Membership harmony
3
3
Spa services
2
3
Fiscally conservative
2
2
Tennis/committee
2
Prices
1
Programs and events
1
8
Pool
1
7
Golf Shop
6
Cleanliness and maintenance
4
Landscape
2
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 21
C OMMENT S UMMARY
Another opportunity to offer a comment was to suggest programs or activities that the Club should consider offering. A total of 44 women and 31 men offered comments, representing 14 percent of the sample. The chart below shows the suggestion themes.
Program Suggestions
Functions in private homes Indoor or shade pool Dance classes Wine and painting Tech classes Golf tour passes Beginner card lessons Healthy menu every day Teen programs Cultural trips Member guest events Specialty dining with visiting chefs Chair zumba Better AV system Daytime excursions Golf learning center More children's activities Clubhouse update Canasta with dinner Shuffleboard Expand the current art studio Variety of guest speakes Programs later in the day Expanded salon sevices Academic lectures New member events Yacht cruise/fishing trips Spacious entertainent center Threater trips Enough--no more Comprehensive fitness center
14
11
6
4
2
2
2
2
2
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
FRENCHMAN’S CREEK BEACH & COUNTRY CLUB
CORNERSTONE Decision Support
February 2019
Page 22
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