The automated member survey and benchmarking tool that was introduced a year ago is now being used by 30 private club and resort properties in the U.S. and Canada to help improve both member and employee satisfaction.
MemberInsight, an automated member survey and benchmarking tool that was introduced a year ago (http://clubandresortbusiness.com/2017/05/memberinsight-now-available-clubs/), is now being used by 30 private clubs in the United States and Canada, the Markham, Ontario company reports.
MemberInsight was created to help clubs and resorts craft a closer relationship between the service experience, member feedback, and service improvement, and early adopters of the software have expressed satisfaction with how the new tool is benefitting their respective properties.
“MemberInsight is more than just a powerful member survey tool; it also helps us focus on following up with our members once we have their feedback,” says Nicholas S. Sidorakis, CCM, General Manager/Chief Operating Officer of Southern Hills Country Club in Tulsa, Okla.
Adds Joseph A. Mendez, CCM, CCE, General Manager/Chief Operating Officer of Germantown Cricket Club in Philadelphia, Pa.: “MemberInsight enables us to easily gather feedback, follow up on it, and compare departments to see where we need to improve. We have been able to pair the MemberInsight data with an Employee Passion Survey to drive both member and employee satisfaction to new highs, and look forward to continuing this experience into the future.”
Other notable properties using the member survey tool include eight Vail Resorts properties, Carmel Country Club in Charlotte, N.C., Racine (Wis.) Country Club, and Torreon Golf Club in Show Low, Ariz., which is managed by Troon Golf.
MemberInsight integrates with a club’s back-office software and uses member interactions to trigger personalized survey deliveries. When members fill out a simple, one-question survey, a series of automated processes begin:
- To-do items are created and can be assigned to appropriate staff.
- Automated follow-up communications are initiated.
- The Net Promoter Score® is calculated and added to both the departmental score, as well as the whole club score.
- Benchmarking metrics are updated and advanced filtering is made available.
- Management is sent a daily digest of club activity.
To learn more about MemberInsight, visit www.memberinsight.club.
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