Member Opinion Survey

S URVEY S UMMARY

Survey findings are influenced by the members’ motive to send management and the Board a message. Responding members indicate strong satisfaction with the Club experience, but lower satisfaction with Club governance and community harmony. The average mean score of the 87 measures of satisfaction is a very respectable 4.39 on a 5-point scale. It equates to an overall satisfaction rating of 89 percent. In general, members 75 or younger and especially those younger than 66 value different membership components and are somewhat less satisfied than are members 76 and older with the overall components of their membership experience. Women tend to be somewhat more satisfied than are men. More specifically, this 75 or younger segment, which comprises 45 percent of the sample and 40 percent of the membership, tend to place more value than do older members on professionalism of staff, Beach Club, Fitness, fine dining opportunities, golf, and spa.

As shown in the table, the survey revealed challenges with just 12 components each garnering dissatisfaction of 10 percent or higher . The highest dissatisfaction is with the Board performance, information from the Board, community harmony. Dining components associated with somewhat higher dissatisfaction include the 19 th Hole, Sunday Barbeque, Sports Bar, and Main Dining Room. Lounge and Living Room, Men’s Card Room, and financial management of the Club—all with dissatisfaction of 20 percent or higher. These quantitative ratings are reinforced in the comments provided by both men and women about their reasons for dissatisfaction. Men are more

Club Components

Dissatisfied

34%

Board performance

Information from the Board

23%

Community harmony

20%

Information from the Club

17%

19 th Hole

16%

Sunday Barbeque Value for the cost

16%

12%

Sports Bar dining

12%

Main Dining Room dinner

11%

President’s Report

11%

Beach Club dining

10%

10%

Home landscaping

likely than women members to reflect concerns about the Board and golf. Women are more likely to comment about their dissatisfaction with food quality, staff service, facility renovation/decor, and menus. Survey respondents consider community maintenance and security as the most important POA value drivers. They are satisfied with all nine services presented in the survey, but especially with administrative services. Judging by the percentage who are interested or somewhat interested with each of the nine potential improvements, the safest investment is in academic seminars, expanded physical therapy, comprehensive wellness services, and expanded wellness education classes. Each garnered interest from at least half the responding sample. Comments pertaining to suggested programs yielded a wide variety of recommendations, but a comprehensive fitness center was mentioned most frequently. In a club where all members are at the same dues level, creating value in return for the dues and fees becomes a challenge. Satisfying all ages of members requires a careful mix of staffing, programming, service, and facilities. Frenchman’s Creek is an elite country club community where people come to enjoy a lifestyle unique to that of competing communities. The survey findings provide quantitative measures that show how satisfying the Club and residential experience is at Frenchman’s Creek. While the Board, management, and staff have reason to be proud of the achievement, there no time for complacency. The changing times requires continuous adaptation to new trends, needs, and demands of new and existing members across the wide range of ages.

FRENCHMAN’S CREEK BEACH & COUNTRY CLUB

CORNERSTONE Decision Support

February 2019

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