the club at prescott lakes membership satisfaction survey ... · executive summary • our...

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


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


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


Two for $25 has high satisfaction, while Pasta night has the best combination of satisfaction and participation.

16


Club Event Attendance

Social Events and Club Participation

17


Special Event Participation

18

The Club within a Club concept enjoys good 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


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


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


94%

94%

93%

92%

89%

22

There is Very High satisfaction in the areas of highest usage – Fitness Center and Classes.


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


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


100%

93%

90%

84%

68%

23


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


Pace of Play is a focus

27


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


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

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