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Golf and Country Club Member Experience Audit Checklist

A comprehensive audit checklist designed to evaluate and enhance the overall member experience in golf and country clubs, focusing on service quality, amenity usage, and member satisfaction across all touchpoints.

Golf and Country Club Member Experience Audit Checklist

by: audit-now
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About This Checklist

Elevate your golf and country club's service quality with our comprehensive Member Experience Audit Checklist. In the competitive hospitality industry, delivering exceptional experiences is crucial for member satisfaction and retention. This checklist is designed to evaluate all touchpoints of the member journey, from arrival to departure, ensuring your club consistently exceeds expectations. By conducting regular member experience audits, you can identify areas for improvement, streamline operations, and create memorable moments that foster loyalty and attract new members. Enhance your club's reputation and drive long-term success through a meticulous focus on the member experience.

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Industry

Hospitality

Standard

CMAA Service Standards

Workspaces

Sports Facilities

Occupations

Membership Director
Club Manager
Customer Experience Specialist
Hospitality Manager
Service Quality Coordinator
1
How would you rate the overall service quality provided to members?

Select the appropriate service quality rating.

This question assesses the general perception of service quality among members.
2
What is the member satisfaction score on a scale of 1 to 10?

Enter a score between 1 (very dissatisfied) and 10 (very satisfied).

This question quantifies member satisfaction, providing measurable feedback.
Min: 1
Target: 8
Max: 10
3
Please provide any additional comments or suggestions regarding member services.

Share your thoughts here.

Open-ended feedback provides valuable insights for improvement.
4
How satisfied are you with the club's amenities?

Select your level of satisfaction with club amenities.

Understanding member satisfaction with amenities can inform improvements.
5
How often do you participate in club events?

Select the frequency of your participation in club events.

This question gauges member engagement in club activities, which is crucial for retention.
6
On a scale of 1 to 5, how would you rate your satisfaction with recent club events?

Enter a rating from 1 (Very Poor) to 5 (Excellent).

This question assesses member satisfaction specifically related to club events.
Min: 1
Target: 4
Max: 5
7
What suggestions do you have to improve member engagement?

Please share your suggestions here.

Member suggestions can provide actionable insights for enhancing engagement.
8
How effective do you find the club's communication about events?

Select your assessment of the club's communication effectiveness.

Effective communication is key to driving member participation in events.
9
How would you rate the cleanliness of the club facilities?

Select the appropriate cleanliness rating.

Cleanliness is vital for member satisfaction and overall experience.
10
On a scale of 1 to 10, how would you rate the maintenance of club facilities?

Enter a score between 1 (very poor) and 10 (excellent).

This question provides a quantitative measure of facility maintenance.
Min: 1
Target: 7
Max: 10
11
Please provide any comments or suggestions regarding club facilities.

Share your thoughts here.

Detailed feedback can help identify areas needing attention or improvement.
12
How satisfied are you with the accessibility of the club facilities?

Select your level of satisfaction with accessibility.

Accessibility is crucial for ensuring all members can enjoy the facilities.
13
How would you rate the quality of food served at the club?

Select the appropriate food quality rating.

Food quality is a critical aspect of the dining experience and affects member satisfaction.
14
On a scale of 1 to 10, how would you rate the speed of service during your dining experience?

Enter a score between 1 (very slow) and 10 (very fast).

This score helps assess the efficiency of service in the dining area.
Min: 1
Target: 8
Max: 10
15
Please provide any comments or suggestions regarding your dining experience.

Share your thoughts here.

Member feedback can provide insights for improving the dining services.
16
How satisfied are you with the beverage selection available at the club?

Select your level of satisfaction with the beverage selection.

A diverse beverage selection can enhance the overall dining experience.
17
How would you rate the overall value of your membership at the club?

Select the appropriate value rating.

Understanding perceived value helps in evaluating member satisfaction and retention.
18
On a scale of 1 to 10, how likely are you to renew your membership?

Enter a score between 1 (not likely) and 10 (very likely).

This score indicates member loyalty and likelihood of retention.
Min: 1
Target: 9
Max: 10
19
What suggestions do you have to improve the value of your membership?

Share your suggestions here.

Member suggestions can provide insights for enhancing the overall membership experience.
20
How do you perceive the amenities provided for your membership level?

Select your perception of the amenities provided.

Understanding member perceptions of amenities helps in evaluating their satisfaction.

FAQs

Member experience audits should be conducted quarterly, with ongoing feedback collection and analysis throughout the year to capture seasonal variations in club usage and member preferences.

The audit should cover all member touchpoints including reception, golf facilities, dining areas, fitness center, spa, social events, member communications, and digital platforms like the club's website and mobile app.

The audit should be led by the membership director or club manager, with input from department heads, front-line staff, and ideally, a selection of members through surveys or focus groups.

Results should be shared with all staff, used to create targeted improvement plans, inform staff training programs, and guide investment decisions in facilities and services. Regular follow-ups ensure that improvements are sustained.

Innovative methods include using mobile apps for real-time feedback, implementing AI-powered sentiment analysis on member communications, conducting mystery shopper programs, and utilizing interactive touchscreens throughout the club for instant feedback collection.

Benefits

Identifies gaps in service delivery and member satisfaction

Enhances member loyalty and reduces attrition rates

Provides data-driven insights for strategic improvements

Standardizes service quality across all club amenities

Facilitates staff training and performance improvement