MEMBER EXPERIENCE SURVEY 2016 RESULTS
April 2017 FIVESTAR LIFESTYLES
Member Experience Survey—2016 RESULTS It is our pleasure to present to you the populated results from the 2016 Member Experience Survey. Before viewing the results, we as an executive team would like to extend a special thank you to those who participated in generating the scores that you are about to review. Without such candid feedback, our ability to better meet your expectations is hindered, therefore making our goal of exceeding your expectations further out of reach.
There will be four primary objectives in the successful execution of these surveys: 1. Evaluate progress as compared to prior year benchmarks that serve as key annual performance indicators
Total Surveys Sent: 882 Total Surveys Returned: 179 Percent Membership Participation: 21%
2. Gain insights of the needs and wants of our membership body
Surveys Completed by Female: 34% Surveys Completed by Male: 66%
3. Grow our ability to build successful relationships with our membership whereby transparent communication exists
Surveys Completed by Resident: 63% Surveys Completed by Non-Resident: 37% 29 & Under: 0% 30 to 39: 13% 40 to 49: 22% 50 to 59: 32% 60 & Older: 33%
4. Improve operational processes and standards that better reflect the memberships’ desired Club attributes
In the report ahead, venue for venue quantitative data results will be displayed on their own specific page for ease of viewing and interpretation. The data is expressed in the easiest format for viewing by showing the question, the number of responses and the results as percentages. Please note that we chose to eliminate the graph displays pursuant to last year’s member feedback. Page 2
2016 Member Experience Survey Results Overall Experience/Satisfaction I am proud to bring guests to the Clubhouse. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.1% 4.5% 7.9% 52.8% 33.5%
I believe Club management is approachable and genuinely interested in my feedback. Answer Options Response Percent Strongly Disagree 2.3% Disagree 4.0% Neutral/Neither agree nor disagree 14.9% Agree 47.7% Strongly Agree 31.0%
Club rules and policies are clearly defined in the Club's membership plan. Answer Options Response Percent Strongly Disagree 0.6% Disagree 3.9% Neutral/Neither agree nor disagree 22.2% Agree 57.3% Strongly Agree 15.9%
Club rules and policies are consistently enforced. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.7% 13.8% 39.1% 35.6% 9.8%
Last Year Response Count 1.7% 2 4.1% 8 24.4% 14 51.7% 93 18.0% 59 answered question 176 skipped question 3
Last Year Response Count 5.2% 4 13.4% 7 34.3% 26 35.5% 83 11.6% 54 answered question 174 skipped question 5
Last Year Response Count 2.9% 1 6.4% 7 30.4% 39 55.6% 101 4.7% 28 answered question 176 skipped question 3
Last Year Response Count 7.6% 3 30.2% 24 33.1% 68 27.9% 62 1.2% 17 answered question 174 skipped question 5
Page 3
2016 Member Experience Survey Results Overall Experience/Satisfaction (continued) I enjoy the overall Club experience. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.0% 2.8% 10.8% 55.7% 30.7%
Last Year Response Count 0.6% 0 7.0% 5 18.6% 19 60.5% 98 13.4% 54 answered question 176 skipped question 3
I have had an overall positive experience with the executive team. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.2% 2.9% 16.2% 49.7% 30.1%
Last Year Response Count 2.9% 2 8.8% 5 46.2% 28 31.6% 86 10.5% 52 answered question 173 skipped question 6
I have had an overall positive experience with the associates. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.0% 1.2% 8.6% 56.3% 33.9%
Last Year Response Count 0.0% 0 0.0% 2 11.8% 15 59.8% 98 28.4% 59 answered question 174 skipped question 5
The Clubhouse surroundings are well-maintained and appealing. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.7% 1.7% 3.4% 53.7% 39.4%
Last Year Response Count 1.8% 3 8.2% 3 10.5% 6 59.6% 94 19.9% 69 answered question 175 skipped question 4
Page 4
2016 Member Experience Survey Results Overall Experience/Satisfaction (continued) The Clubhouse maintains cleanliness. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.0% 2.8% 3.4% 55.1% 38.6%
Last Year Response Count 0.6% 0 5.2% 5 5.8% 6 64.5% 97 23.8% 68 answered question 176 skipped question 3
Page 5
2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction My experience with administrative services has been satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.6% 3.5% 12.3% 59.7% 23.9%
Last Year Response Count 1.2% 1 11.8% 6 28.4% 21 44.4% 102 14.2% 41 answered question 171 skipped question 8
I am satisfied with club communication content. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.7% 1.7% 5.8% 61.3% 29.5%
Last Year Response Count 0.0% 3 11.4% 3 17.5% 10 57.8% 106 13.3% 51 answered question 173 skipped question 6
I am satisfied with the club communication distribution timing. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.7% 2.3% 8.1% 59.3% 28.5%
Last Year Response Count 1.2% 3 10.7% 4 25.4% 14 50.9% 102 11.8% 49 answered question 172 skipped question 7
Page 6
2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction (continued) My billing statements are accurate. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.8% 6.4% 17.5% 54.4% 19.9%
Last Year Response Count 5.4% 3 14.3% 11 17.9% 30 53.0% 93 9.5% 34 answered question 171 skipped question 8
I am satisfied with JONAS / online account management. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 1.2% 3.5% 50.6% 37.1% 7.7%
Last Year Response Count 2.4% 2 1.2% 6 63.4% 86 30.5% 63 2.4% 13 answered question 170 skipped question 9
The club website is effective. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 6.9% 14.5% 38.9% 31.9% 7.6%
Last Year Response Count 11.2% 12 18.3% 25 45.0% 67 23.1% 55 2.4% 13 answered question 172 skipped question 7
The staff is responsive to my emails, phone calls and visits. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.6% 4.7% 15.2% 55.6% 23.9%
Last Year Response Count 1.8% 1 6.5% 8 14.3% 26 58.9% 95 18.5% 41 answered question 171 skipped question 8
Page 7
2016 Member Experience Survey Results Amenities/Administration Experience Satisfaction (continued) I am satisfied with the special functions offered. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 5.3% 17.5% 61.4% 15.8%
1.8% 9.5% 39.6% 45.0% 4.1% answered question skipped question
0 9 30 105 27 171 8
Page 8
2016 Member Experience Survey Results The Main Dining Room I am satisfied with the Dining Room environment, ambiance, and decor. Answer Options
Response Percent
Last Year
Response Count
2.9% 8.1% 13.9% 58.7% 16.3%
3.0% 10.1% 14.3% 64.9% 7.7% answered question skipped question
5 14 24 101 28
Response Percent
Last Year
Response Count
0.0% 6.4% 15.2% 52.6% 25.7%
0.0% 4.8% 16.1% 60.7% 18.5% answered question skipped question
0 11 26 90 44
Response Percent
Last Year
Response Count
0.6% 7.1% 10.7% 50.9% 30.8%
0.0% 6.5% 12.5% 59.5% 21.4% answered question skipped question
1 12 18 86 52
Response Percent
Last Year
Response Count
2.4% 8.2% 15.9% 54.7% 18.8%
1.8% 12.0% 21.0% 50.3% 15.0% answered question skipped question
4 14 27 93 32
Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
172 7
I am satisfied with the knowledge of the Dining Room associates. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
171 8
I am satisfied with the Dining Room associates' execution of their duties. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
169 10
I am satisfied with the quality of food in the Dining Room. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9 Page 9
2016 Member Experience Survey Results The Main Dining Room (continued) I am satisfied with the Dining Room price point. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
1.8% 12.9% 21.1% 53.2% 11.1%
3.0% 13.9% 29.5% 46.4% 7.2% answered question skipped question
3 22 36 91 19
Response Percent
Last Year
Response Count
4.1% 12.9% 21.2% 48.2% 13.5%
4.2% 22.9% 21.7% 45.8% 5.4% answered question skipped question
7 22 36 82 23
Response Percent
Last Year
Response Count
1.2% 8.8% 24.7% 47.7% 17.7%
0.6% 12.6% 21.0% 58.7% 7.2% answered question skipped question
2 15 42 81 30
Response Percent
Last Year
Response Count
3.5% 15.2% 23.4% 37.4% 20.5%
5.4% 10.1% 19.0% 42.3% 23.2% answered question skipped question
6 26 40 64 35
171 8
I am satisfied with the variety of food in the Dining Room. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9
I am satisfied with my overall experience in the Dining Room. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9
The preservation of formal dining is important to me. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
171 8 Page 10
2016 Member Experience Survey Results The Main Dining Room (continued) Maintaining a formal dress code in the Dining Room is important to me. Answer Options
Response Percent
Last Year
Response Count
Strongly Disagree
5.8%
6.6%
10
Disagree
14.5%
11.4%
25
Neutral/Neither agree nor disagree
30.8%
23.4%
53
Agree
30.8%
38.3%
53
Strongly Agree
18.0%
20.4%
31
answered question
172
skipped question
7
I entertain guests in the Dining Room. Answer Options
Response Percent
Last Year
Response Count
Strongly Disagree Disagree
0.6% 9.4%
1.8% 7.7%
1 16
Neutral/Neither agree nor disagree
22.8%
16.1%
39
Agree
50.9%
62.5%
87
Strongly Agree
16.4%
11.9%
28
answered question
171
skipped question
8
Page 11
2016 Member Experience Survey Results The Mixed Grill I am satisfied with The Mixed Grill environment, ambiance, and decor. Answer Options
Response Percent
Last Year
Response Count
0.6% 7.0% 9.4% 61.4% 21.6%
1.2% 9.0% 16.8% 62.9% 10.2% answered question skipped question
1 12 16 105 37
Response Percent
Last Year
Response Count
0.0% 5.9% 9.4% 50.9% 33.9%
0.6% 1.2% 14.5% 63.6% 20.0% answered question skipped question
0 10 16 87 58
Response Percent
Last Year
Response Count
0.0% 5.9% 11.8% 49.4% 32.9%
0.6% 5.4% 15.0% 61.1% 18.0% answered question skipped question
0 10 20 84 56
Response Percent
Last Year
Response Count
0.6% 6.5% 12.4% 62.4% 18.2%
1.2% 4.2% 20.5% 63.9% 10.2% answered question skipped question
1 11 21 106 31
Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
171 8
I am satisfied with the knowledge of The Mixed Grill associates. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
171 8
I am satisfied with The Mixed Grill associates' execution of their duties. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9
I am satisfied with The Mixed Grill price point. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9 Page 12
2016 Member Experience Survey Results The Mixed Grill (continued) I am satisfied with the quality of food in The Mixed Grill. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 5.9% 9.9% 63.7% 20.5%
0.6% 7.3% 20.0% 57.6% 14.5% answered question skipped question
0 10 17 109 35
Response Percent
Last Year
Response Count
1.8% 8.8% 13.5% 60.8% 15.2%
0.6% 18.4% 20.2% 51.5% 9.2% answered question skipped question
3 15 23 104 26
Response Percent
Last Year
Response Count
0.0% 5.9% 11.2% 61.8% 21.2%
0.0% 3.7% 28.0% 57.9% 10.4% answered question skipped question
0 10 19 105 36
Response Percent
Last Year
Response Count
0.0% 5.3% 18.8% 53.5% 22.4%
0.6% 9.0% 20.4% 57.5% 12.6% answered question skipped question
0 9 32 91 38
171 8
I am satisfied with the variety of food in The Mixed Grill. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
171 8
I am satisfied with my overall experience in The Mixed Grill. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9
I entertain guests in The Mixed Grill. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
170 9 Page 13
2016 Member Experience Survey Results Golf Operations The golf personnel are professional. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 0.6% 21.7% 41.6% 36.1%
0.0% 1.9% 18.5% 49.7% 29.9% answered question skipped question
0 1 36 69 60
Response Percent
Last Year
Response Count
0.6% 1.8% 34.6% 30.9% 32.1%
0.6% 5.1% 30.6% 45.2% 18.5% answered question skipped question
1 3 57 51 53
Response Percent
Last Year
Response Count
0.0% 4.2% 24.7% 35.5% 35.5%
1.9% 5.1% 21.7% 47.1% 24.2% answered question skipped question
0 7 41 59 59
Response Percent
Last Year
Response Count
1.2% 1.8% 33.1% 42.2% 21.7%
3.8% 4.5% 38.2% 45.2% 8.3% answered question skipped question
2 3 55 70 36
166 13
I am satisfied with the outside Player Service Associates. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
165 14
I am satisfied in the practice facility's presentation, care, tees, balls and yardage. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
166 13
I am satisfied with the golf events, outings and tournaments offered. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
166 13 Page 14
2016 Member Experience Survey Results Golf Operations (continued) I am satisfied with the frequency of member golf events. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.6% 4.2% 35.5% 42.8% 16.9%
1.9% 6.4% 41.0% 44.2% 6.4% answered question skipped question
1 7 59 71 28
Response Percent
Last Year
Response Count
0.6% 1.2% 37.0% 41.9% 19.1%
0.6% 6.5% 40.6% 42.6% 9.7% answered question skipped question
1 2 60 68 31
Response Percent
Last Year
Response Count
0.0% 2.4% 30.3% 31.5% 35.8%
0.6% 3.8% 31.0% 38.6% 25.9% answered question skipped question
0 4 50 52 59
Response Percent
Last Year
Response Count
0.0% 2.4% 27.1% 43.9% 26.5%
0.6% 5.1% 28.5% 45.6% 20.3% answered question skipped question
0 4 45 73 44
166 13
I am satisfied with the promotion and administration of golf events. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17
I am satisfied with the ForeTees reservation system. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
165 14
I am satisfied with tee time availability. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
166 13 Page 15
2016 Member Experience Survey Results Golf Operations (continued) I am satisfied with golf cart notices. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.8% 42.7% 40.9% 14.6%
0.6% 5.7% 44.6% 42.7% 6.4% answered question skipped question
0 3 70 67 24
Response Percent
Last Year
Response Count
0.0% 6.7% 35.2% 44.9% 13.3%
0.6% 5.7% 30.4% 55.7% 7.6% answered question skipped question
0 11 58 74 22
Response Percent
Last Year
Response Count
0.6% 2.4% 60.8% 25.9% 10.2%
0.0% 4.5% 59.4% 32.3% 3.9% answered question skipped question
1 4 101 43 17
164 15
I am satisfied with the pace of play. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
165 14
Bag storage and club cleaning services are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
166 13
Page 16
2016 Member Experience Survey Results Locker Room I am satisfied with the cleanliness of the locker room. Answer Options
Response Percent
Last Year
Response Count
0.0% 1.2% 33.9% 38.2% 26.7%
0.0% 1.9% 39.1% 39.7% 19.2%
0 2 56 63 44
Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
answered question skipped question
165 14
I am satisfied with the locker room attendant and the services provided. Answer Options
Response Percent
Last Year
Response Count
1.2% 1.8% 42.4% 24.9% 29.7%
0.0% 2.6% 47.1% 29.0% 21.3%
2 3 70 41 49
Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
answered question skipped question
165 14
I am satisfied with the locker room environment, ambiance, and decor. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
1.2% 2.4% 31.5% 41.2% 23.6%
0.6% 7.1% 37.8% 39.7% 14.7%
2 4 52 68 39
answered question skipped question
165 14
Page 17
2016 Member Experience Survey Results Golf Instruction I am satisfied with the quality of instruction. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 0.6% 43.9% 23.2% 32.3%
0.0% 0.0% 35.9% 32.1% 32.1%
0 1 72 38 53
answered question skipped question
164 15
I am satisfied with the diversity of golf instruction. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 0.0% 51.5% 23.3% 25.2%
0.6% 2.6% 42.6% 32.9% 21.3%
0 0 84 38 41
answered question skipped question
163 16
I am satisfied with junior golf instruction. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
1.2% 3.7% 70.4% 14.2% 10.5%
0.0% 1.3% 69.1% 18.4% 11.2%
2 6 114 23 17
answered question skipped question
162 17
Do you take golf lessons from our golf professionals? Answer Options Yes No
Response Percent
Last Year
Response Count
38.3% 61.7%
46.8% 53.2%
64 103
answered question skipped question
167 12 Page 18
2016 Member Experience Survey Results Golf Merchandise The men's apparel offerings are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
1.8% 5.5% 31.5% 49.1% 12.1%
0.6% 11.0% 25.2% 56.8% 6.5% answered question skipped question
3 9 52 81 20
Response Percent
Last Year
Response Count
10.5% 6.8% 55.6% 21.6% 5.6%
12.3% 14.2% 45.8% 25.2% 2.6% answered question skipped question
17 11 90 35 9
Response Percent
Last Year
Response Count
0.0% 0.6% 42.3% 44.2% 12.9%
0.0% 3.3% 38.6% 51.6% 6.5% answered question skipped question
0 1 69 72 21
Response Percent
Last Year
Response Count
0.0% 4.9% 41.9% 38.3% 14.8%
0.6% 9.7% 39.0% 45.5% 5.2% answered question skipped question
0 8 68 62 24
165 14
The women's apparel offerings are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17
I am satisfied with the clubs and golf balls offered. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
163 16
I am satisfied with the golf bags and shoes offered. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17 Page 19
2016 Member Experience Survey Results Golf Merchandise (continued) The special order process is satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.6% 3.8% 52.5% 25.0% 18.1%
4.0% 4.0% 49.7% 31.8% 10.6%
1 6 84 40 29
answered question skipped question
160 19
I am satisfied with the golf shop's appearance. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.8% 24.2% 52.7% 21.2%
0.0% 2.5% 15.3% 66.2% 15.9%
0 3 40 87 35
answered question skipped question
165 14
Page 20
2016 Member Experience Survey Results Golf Course Experience The overall on-course experience is satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.2% 21.6% 43.8% 33.3%
2.6% 9.8% 20.3% 60.1% 7.2% answered question skipped question
0 2 35 71 54
Response Percent
Last Year
Response Count
0.0% 1.8% 20.9% 36.8% 40.5%
12.4% 23.5% 20.3% 37.9% 5.9% answered question skipped question
0 3 34 60 66
Response Percent
Last Year
Response Count
0.0% 1.2% 27.2% 41.9% 29.6%
1.3% 1.3% 26.0% 63.3% 8.0% answered question skipped question
0 2 44 68 48
Response Percent
Last Year
Response Count
0.6% 3.7% 30.7% 42.3% 22.7%
18.7% 18.0% 26.7% 31.3% 5.3% answered question skipped question
1 6 50 69 37
162 17
The overall conditions of the golf course are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
163 16
Course yardage and markings are accurate. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17
I am satisfied with the overall condition of the greens. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
163 16 Page 21
2016 Member Experience Survey Results Golf Course Experience (continued) Green speed meets expectations. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 9.2% 29.5% 42.9% 18.4%
10.6% 19.2% 31.8% 31.8% 6.6% answered question skipped question
0 15 48 70 30
Response Percent
Last Year
Response Count
4.4% 17.4% 37.9% 34.2% 6.2%
13.2% 27.2% 31.8% 24.5% 3.3% answered question skipped question
7 28 61 55 10
Response Percent
Last Year
Response Count
0.0% 0.0% 27.2% 48.2% 24.7%
0.0% 1.3% 24.3% 66.4% 7.9% answered question skipped question
0 0 44 78 40
Response Percent
Last Year
Response Count
0.0% 1.2% 26.1% 48.5% 24.2%
0.0% 3.9% 27.0% 65.1% 3.9% answered question skipped question
0 2 42 78 39
163 16
Ball marks, pitch marks, and divots are repaired. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
161 18
Cup/pin are in satisfactory condition. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17
I am satisfied with the overall condition of the tees. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
161 18 Page 22
2016 Member Experience Survey Results Golf Course Experience (continued) We maintain the correct height of cut. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.8% 31.9% 48.5% 17.8%
1.3% 6.0% 34.4% 52.3% 6.0% answered question skipped question
0 3 52 79 29
Response Percent
Last Year
Response Count
1.2% 7.4% 35.8% 40.7% 14.8%
8.6% 17.8% 28.3% 42.8% 2.6% answered question skipped question
2 12 58 66 24
Response Percent
Last Year
Response Count
0.0% 0.0% 23.9% 27.6% 48.5%
28.9% 18.4% 30.3% 20.4% 2.0% answered question skipped question
0 0 39 45 79
Response Percent
Last Year
Response Count
1.8% 7.9% 30.7% 44.2% 15.3%
4.0% 11.3% 31.1% 47.7% 6.0% answered question skipped question
3 13 50 72 25
163 16
I am satisfied with the overall condition of the rough. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
162 17
I am satisfied with the overall condition of the bunkers. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
163 16
The restrooms on course are well maintained. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
163 16 Page 23
2016 Member Experience Survey Results Golf Course Experience (continued) The maintenance staff are courteous and helpful. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.3% 26.3% 38.1% 34.4%
2.0% 1.3% 22.5% 55.0% 19.2%
0 2 42 61 55
answered question skipped question
160 19
On-course amenities (tees, towels, water, trash cans, and scorecards) are easily accessible. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
2.5% 6.8% 34.4% 35.6% 20.9%
2.0% 7.9% 27.6% 53.3% 9.2%
4 11 56 58 34
answered question skipped question
163 16
Page 24
2016 Member Experience Survey Results The Fitness Center My overall experience with the Fitness Center is satisfactory. Answer Options
Response Percent
Last Year
Response Count
0.0% 0.6% 46.5% 37.6% 15.3%
5.8% 12.3% 56.1% 21.3% 4.5% answered question skipped question
0 1 73 59 24
Response Percent
Last Year
Response Count
0.0% 0.7% 48.4% 29.0% 21.9%
9.1% 13.0% 55.2% 20.1% 2.6% answered question skipped question
0 1 75 45 34
Response Percent
Last Year
Response Count
0.0% 1.9% 46.8% 31.4% 19.9%
5.8% 10.3% 58.1% 23.2% 2.6% answered question skipped question
0 3 73 49 31
Response Percent
Last Year
Response Count
0.7% 0.0% 79.9% 6.5% 12.9%
4.0% 1.3% 86.8% 6.0% 2.0% answered question skipped question
1 0 123 10 20
Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
157 22
I am satisfied with the quality of the fitness equipment. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
155 24
The fitness equipment selection is satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
156 23
I have had satisfactory experience with the personal training programs. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
154 25 Page 25
2016 Member Experience Survey Results The Fitness Center (continued) The group fitness programs are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent 0.0% 1.3% 81.9% 6.5% 10.3%
I am satisfied with the health-related initiatives such as blood drives and flu shots. Answer Options Response Percent Strongly Disagree 1.3% Disagree 0.6% Neutral/Neither agree nor disagree 77.6% Agree 12.8% Strongly Agree 7.7%
Last Year Response Count 3.4% 0 7.4% 2 83.2% 127 4.7% 10 1.3% 16 answered question 155 skipped question 24
Last Year Response Count 2.0% 2 4.6% 1 80.1% 121 11.3% 20 2.0% 12 answered question 156 skipped question 23
Do you currently use the Fitness Center? Answer Options Yes No
Response Percent 42.1% 57.9%
Last Year Response Count 36.3% 67 63.7% 92 answered question 159 skipped question 20
Do you feel proud bringing a guest to the Fitness Center? Answer Options Yes No
Response Percent 83.9% 16.1%
Last Year Response Count 44.3% 99 55.7% 19 answered question 118 skipped question 61
I am interested in participating in a health and fitness program. Answer Options Disagree Neutral/Neither agree nor disagree Agree
Response Percent
Last Year
Response Count
12.7% 56.9% 30.4%
12.4% 56.2% 31.4% answered question skipped question
20 90 48 158 21 Page 26
2016 Member Experience Survey Results Tennis and Pool Experience I am satisfied with my overall tennis experience. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 0.7% 82.2% 12.5% 4.6%
0.0% 2.1% 86.3% 10.3% 1.4% answered question skipped question
0 1 125 19 7
Response Percent
Last Year
Response Count
0.7% 1.9% 88.2% 5.9% 3.3%
0.7% 1.4% 88.3% 9.0% 0.7% answered question skipped question
1 3 134 9 5
Response Percent
Last Year
Response Count
0.0% 1.9% 74.8% 18.5% 4.6%
0.0% 2.1% 79.3% 16.6% 2.1% answered question skipped question
0 3 113 28 7
Response Percent
Last Year
Response Count
0.0% 4.0% 80.5% 10.7% 4.7%
0.0% 2.1% 88.1% 7.7% 2.1% answered question skipped question
0 6 120 16 7
152 27
Tennis special events are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
152 27
The tennis courts are maintained satisfactorily. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
151 28
I am satisfied with the tennis instructional offerings. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
149 30 Page 27
2016 Member Experience Survey Results Tennis and Pool Experience (continued) There is a commitment to youth / junior tennis development. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
0.0% 1.3% 82.1% 10.6% 5.9%
0.0% 1.4% 80.4% 16.1% 2.1% answered question skipped question
0 2 124 16 9
Response Percent
Last Year
Response Count
0.7% 5.3% 26.5% 51.7% 15.9%
2.6% 4.6% 34.4% 51.0% 7.3% answered question skipped question
1 8 40 78 24
Response Percent
Last Year
Response Count
1.9% 6.5% 28.5% 50.3% 15.7%
0.0% 7.9% 34.2% 52.0% 5.9% answered question skipped question
3 10 39 77 24
Response Percent
Last Year
Response Count
0.7% 6.5% 33.3% 45.8% 13.7%
1.3% 3.9% 38.2% 45.4% 11.2% answered question skipped question
1 10 51 70 21
151 28
I am satisfied with my overall pool experience. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
151 28
I am satisfied with the overall cleanliness of the pool. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
153 26
The pool staff and lifeguards are courteous and helpful. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
153 26 Page 28
2016 Member Experience Survey Results Tennis and Pool Experience (continued) I am satisfied with the pool locker rooms. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
Response Percent
Last Year
Response Count
4.7% 9.4% 46.3% 32.9% 6.7%
3.4% 12.9% 55.8% 25.9% 2.0% answered question skipped question
7 14 69 49 10
Response Percent
Last Year
Response Count
0.0% 4.6% 29.4% 52.3% 13.7%
2.7% 6.1% 36.1% 50.3% 4.8% answered question skipped question
0 7 45 80 21
Response Percent
Last Year
Response Count
0.0% 2.6% 22.9% 58.2% 16.3%
0.0% 3.9% 25.7% 62.5% 7.9% answered question skipped question
0 4 35 89 25
Response Percent
Last Year
Response Count
0.0% 5.8% 24.0% 55.2% 14.9%
2.6% 8.6% 29.1% 51.7% 7.9% answered question skipped question
0 9 37 85 23
149 30
The pool amenities are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
153 26
I am satisfied with the pool Snack Bar menu offering. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
153 26
The pool hours of operation are satisfactory. Answer Options Strongly Disagree Disagree Neutral/Neither agree nor disagree Agree Strongly Agree
154 25 Page 29
2016 Member Experience Survey Results Tennis and Pool Experience (continued) Do you currently play tennis at the Club? Answer Options
Response Percent
Last Year
Response Count
Yes
12.8%
11.1%
20
No
87.2%
88.9%
136
answered question
156
skipped question
23
Do you believe a reservation should be required for tennis court access? Answer Options
Response Percent
Last Year
Response Count
Yes
38.6%
32.4%
51
No
61.4%
67.6%
81
answered question
132
skipped question
47
Do you frequently use the pool? Answer Options
Response Percent
Last Year
Response Count
Yes
50.9%
47.4%
81
No
49.1%
52.6%
78
answered question
159
skipped question
20
Page 30