Post on 21-Aug-2020
The Club at Prescott Lakes
Membership Satisfaction Survey Results
May, 2013
Outline
• Executive Summary
• Demographics
• General Issues and Observations
• Club Governance and Management / Operations
• Grille Room, Food and Beverage
• Social and Features, including Club-wide Events and Clubs within Clubs
• Athletic Club, Pools, and Court Operations
• Golf Operations and Pro Shop
• Next Steps
2
Executive Summary
• Our membership exhibits a strong interest and passion for the Club as evidenced by the above average participation rate in the survey with nearly 400 responses.
• Overall there is high satisfaction with the value the Club provides for its Members.
• Membership appreciates and is highly satisfied with the excellent Athletic Center and Golf Operations.
• Food and Beverage results were overall positive, however opportunities for improvement were identified.
• The Board of Governors and Management will work together to utilize the survey results and address areas that can be improved.
3
Survey respondents represent ~33% of the total membership. 47% of the population joined since the membership drive of 2010.
4
Demographics
Prescott is the primary residence of our members; more
Members reside in Prescott during Apr–Sep (95%) than during Oct–Mar (91%).
5
Demographics
Demographics
86% of respondents are over the age of 55 and 75% of respondents are retired.
6
7% of the Respondents reported 68 youth under the age of 18 living within Prescott Lakes.
A slight majority of Club Members (52%) have significant experience (avg. 15 years) with previous club membership
52%
42%
37%
25%
8%
0%
10%
20%
30%
40%
50%
60%
TotalMember
Exp
Golf CountryClub
Tennis Yacht
Member Previous Club Experience
39 40
60
18
11
6
0
10
20
30
40
50
60
70
0-5 Yrs 5-10Yrs
10-20Yrs
20-30Yrs
30-40Yrs
40-50Yrs
Yrs of Experience in Previous Clubs
Average - 14.9 Yrs
7
Demographics
Good response (31%) from nearly all PL neighborhoods. Reading, Travel, Golf, and Hiking are the top interests.
8
Demographics
Indicates current active Club in a Club
15%
20%
23%
24%
27%
30%
31%
34%
35%
45%
47%
47%
60%
61%
64%
0% 20% 40% 60% 80%
Your Interests: (Top 15)
8%
21%
28%
29%
29%
30%
33%
33%
38%
44%
50%
0% 20% 40% 60%
The Villages
Creekside
Willow Park…
Cottages
Summit
Estates
Stoney Creek
Parkside
Lakeside
Brookside
Non-Resident
Percent of Households Responding
Overall there is high satisfaction with value of the Membership at TCPL (>85%) and the 4-element Club concept is well supported by the membership .
9
General Issues and Observations
* basis:1097 members (904 resident/193 non-resident)
91% 87%
9% 13%
0%
20%
40%
60%
80%
100%
Overall I am satisfied withmy membership at TheClub at Prescott Lakes
The Club at Prescott Lakesis a Good Value for what I
pay in dues
Agree Disagree
92%
8%
As a member, I believe thatThe Club at Prescott Lakesshould comprise all four of
these elements: *an AthleticClub, *a Golf Club, *Special
Interest Clubs, and servecasual and formal meals
88% of respondents are not involved in inviting new members.
General Issues and Observations: Club Membership
79%
12% 21%
88%
0%
20%
40%
60%
80%
100%
Did you know that our Club relieson Membership By Invitation Only
to enroll new Golf Members?
Have you asked for an invitation tobe issued on your behalf in the last
year?
Yes
No
10
The Board and Management will work together to monitor communication strategies
11
Club Governance and Management
28%
29%
48%
51%
51%
52%
60%
81%
33%
36%
47%
27%
39%
28%
33%
16%
39%
36%
5%
22%
10%
20%
7%
3%
0% 20% 40% 60% 80% 100%
Management process clear and communicated
Management decisions explained andcommunicated.
PLCA is not involved in day-to-day management ofClub
Club management driven to satisfy members
Website and calendar accurate and easy to use
The Club is well managed by capable managementteam
I would attend info sessions that explain operations& decisions
Weekly E-blasts keep me well informed
Agree Neutral Disagree
A strategy is being developed to improve communication of the Management & Governance structure
12
Club Governance and Management
4%
6%
5%
39%
40%
45%
30%
30%
27%
20%
15%
18%
7%
8%
4%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
I understand the Club's GovernanceModel Structure and the role of Arnold
Palmer Golf Management
I understand how decisions are made bythe Major Decisions, Management, and
the Board of Governors
I understand the Club's overallmanagement structure & responsibilities
Strongly Agree Agree Neutral Disagree Strongly Disagree
Levels of Food/Menu Satisfaction in the Grille
Grille Room / Food and Beverage
13
0% 20% 40% 60% 80% 100%
Value for price paid
Meal consistency
Menu offering
Wine list selections
Quality of the food
Food presentation
Liquor/Cocktail Choices
Food Portioning
Food/Menu Satisfaction
Extremely Satisfied More Than Satisfied Satisfied
90%
89%
84%
84%
76%
70%
62%
92%
Satisfaction with Food & Beverage Staff
Grille Room / Food and Beverage
14
0% 20% 40% 60% 80% 100%
Service speed & responsive
Staff professional/ trained
F&B knowledge
Accuracy of billing
Wait Staff friendly
Staff appearance
Staff Satisfaction
Extremely Satisfied More Than Satisfied Satisfied
91%
88%
81%
78%
65%
59%
Further there is Overall satisfaction with several snack shack categories and also with food & beverage communications
Over 50% of the membership has utilized the grill for lunch and dinner
15
Grille Room / Food and Beverage
Two for $25 has high satisfaction, while Pasta night has the best combination of satisfaction and participation.
16
Grille Room / Food and Beverage
Club Event Attendance
Social Events and Club Participation
17
Social Events and Club Participation
Special Event Participation
18
The Club within a Club concept enjoys good participation
Social Events and Club Participation
61%
68%
86%
50% 60% 70% 80% 90%
Do you know who to contact to becomea member of a club?
Did you know there are currently 18active clubs within our Club at Prescott
Lakes?
Are you satisfied with the availability ofinformation on these clubs?
19
Athletic Center - Usage
325
109 65
23 0
100
200
300
400
WeightRoom & FC
Classes TrainerPrograms
PersonalTrainers
Estimated Usage per Week
Q2. Weight Room & Fitness Center
Athletic center is active and Pickleball is the fastest growing activity.
205 159
112
0
50
100
150
200
250
Outdoor Pool Hot Tub/Spa Indoor Pool
Estimated Usage per Week
Q6. Indoor/Outdoor Pools & Spa
36 34
22
8 4
0
10
20
30
40
50
Pickleball Tennis Playground Basketball Volleyball
Estimated Usage Per Week
Q11. Courts & Playground
20
Overall, very high satisfaction with Front Desk
85%
85%
88%
70% 80% 90% 100%
Shower Clean &Stocked
Stm Room Clean/Reliable*
LR Cleanliness
Q14. Locker/Steam Rooms, Showers
0% 20% 40% 60% 80%100%
Policy Chgs Understood
Value Coupons &Passes*
Massage easy toreserve
Easy to Participate inClass**
Bulletin Boards Up-to-date*
Q1. Front Desk & Communications
Extremely Satisfied More Than Satisfied Satisfied
96%
96%
91%
89%
54%
21
Athletic Center - Satisfaction
0% 20% 40% 60% 80% 100%
Class Sched & Freq
Diverse Classes
Act Room Clean &…
Classes get results
Quality of Stretching
Cleanliness & Maint
Trainer Prog get…
Quality of Cardio/…
Q3&4. Weight Room/Fitness Center
Extremely Satisfied More Than Satisfied Satisfied
97%
94%
92%
90%
89%
88%
86%
83%
0% 20% 40% 60% 80% 100%
Qual of Personal Inst**
Trng adapted & meetsExpectations**
Trainer Knowledge**
Qual of Class Inst**
Instructor Knowledge**
Q5. Instructors & Trainers
Extremely Satisfied More Than Satisfied Satisfied
94%
94%
93%
92%
89%
22
There is Very High satisfaction in the areas of highest usage – Fitness Center and Classes.
Athletic Center - Satisfaction
Very high satisfaction for Pools & Tennis Courts.
0% 50% 100%
Spa Age Reqts Met
Wristband Program
Outdoor Lap Swim
Swim Lessons
Indoor Lap Swim
Pool Attendants
Spa Rules Obeyed
Spa Clean & Maintained*
Indoor Clean &…
Indoor Aerobics*
Outdoor Aerobics*
Outdoor Clean &…
Indoor Aqua Arthritis**
Q7. Outdoor/Indoor Pools & Spa
Extremely Satisfied More Than Satisfied Satisfied
97%
97%
95%
95%
94%
93%
80%
80%
79%
78%
76%
72%
67%
0% 20% 40% 60% 80%100%
Pickleball Nets &Courts
Pickleball Availability
Tennis Reservations
Tennis Practice Equip
Tennis Nets &Courts*
Q12&13. Tennis & Pickleball Courts
Extremely Satisfied More Than Satisfied Satisfied
100%
93%
90%
84%
68%
23
Athletic Center - Satisfaction
Golfers of all abilities, as measured by handicap, utilize the golf facilities extensively
24
Golf Operations and Pro Shop – key demographics
0
20
40
60
80
100
120
140
<1 1 to 2 2 to 4 >5
How often do you play or practice per week?
Play Practice
Golf handicap:
<12
12-18
18-27
Golf Operations, Pro Shop and Golf Management Team have world class satisfaction ratings.
25
Golf Operations and Pro Shop
Overall course conditions are very good
26
Golf Operations and Pro Shop – key demographics
Pace of Play is a focus
27
Golf Operations and Pro Shop – key demographics
5%
17%
35%
45%
66%
0% 20% 40% 60% 80%
Softer flag sticks
Improved cart pathentries/exits (flagstones
& yellow stakes)
Diligentambassadors/marshalls
Sprinkler heads marked
Pace of Play
What would make course more enjoyable?
0% 20% 40% 60% 80%100%
Pro Shop instruction
Ambassadors effectiveenforcement
4-1/2 hour pace isacceptable
>1 hole behind skip ahole
>1 hole behind playforward tees
How to address Pace of Play
Strongly Agree Mostly Agree Agree
There is high satisfaction with tournaments and events.
28
Golf Operations and Pro Shop – key demographics
29
Communications
Food and Beverage
• Work with the Chair of the communications committee to develop and implement a new and improved communication strategy in accordance with the survey results.
• Appoint an F&B Committee to work with management and establish benchmarks to increase member satisfaction and participation. This committee will also review the existing tip policy.
Next Steps
The Board of Governors and Club Management see Communications and Food & Beverage as the highest
opportunity priorities for the Club