Member Opinion Survey

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:

FRENCHMAN’S CREEK BEACH & COUNTRY CLUB

CORNERSTONE Decision Support

February 2019

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