Strategic Planning Member Opinion Survey

S ATISFACTION WITH THE O VERALL M EMBERSHIP E XPERIENCE

Members rated their satisfaction with nine components of their membership experience

Service quality from Club staff

78%

16%

3%

Membership experience

72%

23%

Value of social opportunities

57%

24%

9%

4%

5%

Management team performance

58%

25%

5%

8%

4%

Information from the Club

51%

34%

6%

6%

3%

Membership value for the cost

40%

39%

9%

7%

4%

Information from the Board

37%

36%

10%

8%

8%

Financial management

33%

30%

13%

12%

8%

4%

Board performance

27%

32%

17%

13%

10%

Satisfied Somewhat Satisfied Undecided Somewhat Dissatisfied Dissatisfied No Opinion

Members are most satisfied with staff service quality and the membership experience but less satisfied with Board performance, financial management, and information from the Board

Mean Scores 4.69 4.63 4.38 4.26 4.25 4.05 3.88 3.72 3.54

Satisfaction ranges from 94% for service quality to 59% for Board performance. Dissatisfaction ranges from 3% for the membership experience to 20% for financial management and 23% for Board performance. The average is 4.16.

Membership Components

Overall service quality received from Club staff

Your overall membership experience Overall value of social opportunities

Overall performance of the management team Information received from the Club Overall membership value for the cost Information received from the Board Financial management of the Club Overall 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 nine 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 quality and information received from the Club and the Board.

Years as a member:

Seasonality:

FRENCHMAN’S CREEK BEACH & COUNTRY CLUB

CORNERSTONE Decision Support

June 2017

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