New Opportunities for MAC to Act on Member Feedback

By Derek Pratt, Engagement Director

At MAC, members’ voices matter, and the club is excited to introduce new ways for members to share their thoughts and experiences. Feedback plays a crucial role in shaping the future, helping club leaders understand what’s going well and where there’s room to improve.

Every member interaction is an opportunity for MAC to learn and grow. By sharing both positive or constructive experiences, members enable the club to enhance the services and amenities offered. This continuous loop of feedback helps identify trends, recognize outstanding service, and address any areas needing improvement, ensuring that MAC remains a vibrant and responsive community.

When members share feedback, it doesn’t just disappear into a void. The Engagement department and club leadership actively analyze the data to make informed decisions that benefit the entire membership. Here are some of the ways we gather and use member insights:

• Member Survey: This comprehensive survey asks for thoughts on various aspects of the club. Whether it’s ideas for new programs, suggestions for improvements, or praise for what’s working well, anyone who takes 5-15 minutes to fill out a Member Survey provides input that will help shape MAC’s strategic planning and development.

• Sounding Board: For more immediate feedback, the Sounding Board offers a quick and easy way for members to communicate an experience. Whether it’s an amazing in-club experience or some thoughts on what could have gone better, we want to hear about it. Take less than 5 minutes to fill out a Sounding Board to get a response from club leadership.

• Satisfaction Score: After checking in, members will occasionally be prompted to rate their likelihood of recommending MAC to others. This metric, along with the comments, provides real-time insights into member satisfaction and areas for enhancement.

• Secret Shopper Program: This initiative allows members to volunteer and provide detailed feedback about a specific aspect of club life. By visiting different areas of the club and evaluating their experiences, Secret Shoppers help us ensure that every member receives exceptional service.

• Focus Groups: MAC is also utilizing focus groups to gather more in-depth feedback from members. These groups provide a platform for open discussions on various topics, allowing the club to better understand specific areas of interest or concern. By participating in focus groups, members can share their thoughts and ideas in a collaborative setting, helping the club understand diverse perspectives and make informed decisions that benefit the entire MAC community.

Participating in these feedback channels directly contributes to the ongoing improvement of the club. We invite all members to share their perspectives and help shape the future of MAC. Feedback is essential in maintaining the high standards and vibrant community that define this club.

Visit the Contact Us page on themac.com today to participate. In appreciation for this valuable feedback, 20 people who complete the Member Survey in July will randomly be selected to receive a $50 MAC gift card. It’s our way of saying thank you for helping build a better club for everyone.

Thank you for your continued support and for helping create the best possible experience for all MAC members!