Value of membership, proximity to home and staff service at Gosford key to member satisfaction
Our 2022 Members Wellbeing Survey has highlighted the factors that attract and retain members at Gosford Golf Club. While proximity to home was key to new members joining at about 71% of respondents, the value of membership along with good customer service has been identified by the respondents as two of the key reasons for staying on.
Majority of members satisfied with the value of membership
The survey’s main purpose, to measure the satisfaction of members, found 55% of respondents were satisfied or very satisfied, 29% were neutral and 16% were dissatisfied.
To unpack the rationale behind the responses to member satisfaction, respondents were given the opportunity to provide further comments. Some of the respondents chose to do so, and we collated these into categories and whether they were negative or positive.
| Area | Positive | Negative |
| Value of membership | 56 | 21 |
| Course conditions | 19 | 51 |
| Customer service | 32 | 3 |
| Fellow member camaraderie | 19 | |
| Club house presentation | 2 | 11 |
| Bistro service | 1 | 2 |
| Access to tee-times | 13 | 7 |
| Pace of play | 1 | 1 |
| Member communications | 1 | 1 |
| Practise facilities | 1 | 2 |
Members largely satisfied with communications and pro-shop
Members who completed the survey also reported 79% satisfaction with club communications. About 5% of respondents were dissatisfied.
The club newsletter is well-read with about 97% of respondents stating they read it online. MiClub was less well-read with about 40% of people reading club updates via this online platform. Similarly, club updates on Facebook weren’t as well-read as the newsletter, with about 21% of respondents keeping up to date that way.
About 41% of respondents said they would read a printed version of the newsletter.
About 41% of respondents were satisfied or very satisfied with their ability to access management; about 43% were neutral, and about 7% were dissatisfied.
On member satisfaction with the stock in the pro-shop; 64% of respondents are either satisfied or very satisfied, while about 31% were neither satisfied or dissatisfied and about 5% was dissatisfied.
Condition of the course identified as main area of member concern
Regarding the quality of the course, 54% of respondents were dissatisfied or very dissatisfied and 25% were neither satisfied or dissatisfied. About 22% were satisfied or very satisfied.
However, of our survey respondents, only 40% were aware of upcoming improvements to the course.
Majority of members to respond satisfied with club house presentation
On the satisfaction of respondents on the presentation of the clubhouse, more than half of respondents were satisfied or very satisfied at about 57%. About 18% were dissatisfied. The balance were neutral.
Majority of members have not read the strategic plan
About 24% of respondents had read the strategic plan, while 76% of respondents had not. Of those who had read it, about 65% agreed with the direction the club was taking. About 15% disagreed and 20% didn’t respond.
Respondents who have held events were largely satisfied; however Bistro patronage low
With regards to functions, about 23% of respondents had held an event at Gosford Golf Club. Of those respondents, about 86% were satisfied or very satisfied with the menu options; no one was dissatisfied. Also, about 83% of respondents who had held events, were satisfied or very satisfied with the service provided.
However, most respondents said that after golf they are unlikely to dine in our bistro; 65% are unlikely or very unlikely, about 20% were neither likely or unlikely and about 15% were likely or very likely.
On satisfaction with the bistro menu options; about 45% are satisfied or very satisfied, the majority of respondents (about 50% were neither satisfied or dissatisfied) and about 5% were dissatisfied.
About our survey respondents
247 members completed our Member Wellbeing survey. Of those respondents, 17% were female and 82% were male (with the balance not wishing to state). About 80% of our audience was 55 years old or older.
Those who completed the survey were largely either long standing members or new to our club; nearly 30% of our respondent members had been with us for 20+ year, while about 36% were new members, less than five years at Gosford Golf Club.
Next steps
We will use the results of the 2022 Member Wellbeing Survey to continue with the processes that members are largely satisfied with, and to action the items raised that need to be addressed.
Priorities
- Course conditions
- Clubhouse upgrades
- On top of existing locations of Strategic Plan; print out and place in more locations to encourage more members to read it and provide feedback
- Print out regular members newsletter and place at reception and in public places
- Review options for maximising the patronage of the bistro.
Continuing satisfactory processes:
- General Managers open door policy to remain
- Newsletters to continue to be mailed out, posted on MiClub and Facebook.