"You cannot control outcomes;
you can only control activities that lead to outcomes!"
Outcomes cannot be managed. GM's can only manage those activities (processes) that drive the desired outcome.
Club Insights is a road map showing GM's which areas of operations need to be improved and how to do it.
The chart to the left shows the ten drivers of success to create a satisfied member experience!
Research confirms the 10 drivers. Now that we know the drivers of member satisfaction, GM's can focus on the items that drive success in each of these areas.
For example, what are the ten things that need to happen under dining that would drive member satisfaction?
Do you know on a 1-10 scale, how members rate your club?
Do you know what you would do next year to increase your score?
We can help!
Below is a graph showing the level of satisfaction with a club. We need to find (through the report) what is causing people to give scores in the left three section that shows they are less than satisfied.
This next graph shows your performance in each of the 10 drivers of success at your club. The overall satisfaction score above is a combination of all of these scores.
This is where many "surveys" end. The missing piece to this graph is which of these are more important to your members. We need the ability to prioritize based on levels of importance compared with our levels of performance.
Our "Performance / Importance Maps" overlay the level of importance with the level of performance. The science behind the construction of our instruments allows us to show you the level of importance determined by YOUR members for YOUR club. Now you have the ability to develop a plan to work on items that are of high importance where you may not be excelling.
All reports will show benchmarking to your previous scores (in subsequent years) and comparables to the golf industry.
Problem Analysis is a very important element of our research report. This will inform you not only of the problems, but how well we handled member's concerns and issues.
Service recovery is an important piece of your member's satisfaction and experience. This is a key place to look for leakage and make changes to control their experience.
*Numbers and graphs shown are for illustrative purposes only.