Rolling Hills Golf Resort Golfer Satisfaction Report

Transcription

1 Rolling Hills Golf Resort Golfer Satisfaction Report Return to Course List Introduction This report is based on a survey that was administered between Wednesday, May 4, 2011 and Monday, June 14, 2011 and includes 612 total completed responses. To set reporting options click here. Satisfaction Measures Satisfaction Factors Customer Referrals Verbatim Responses - Like Most Verbatim Responses - Suggested Improvements Competition Customer Origin Customer Profile Custom Questions Download Contact Download Download If you have any questions about this report, call NGF at Privacy Policy Powered by NGF Contact Us Problems displaying the site? Click here for help

2 Report Options Rolling Hills Golf Resort The survey was administered between Wednesday, May 4, 2011 and Monday June 14, 2011 and includes 612 total completed responses. The survey will remain active until 6/30/2011. Please indicate below how you would like to "filter" your reports and then click "Continue". Survey Date Visit Date From: To: From: Jun Jul Mar 2008 Gender To: Male Jul 2011 Age Player Type Rounds Played Prior to This Visit Female Under Part of Business Meeting/Group Golf Vacation Package Guest of Member 0 Rounds (First Time Visitor) 1-3 Rounds 4-12 Rounds 13+ Rounds Local Resident Hotel Guest Guest at other area hotel Other Continue

3 Rolling Hills Golf Resort Overall Satisfaction Responses from 5/4/2011 thru 6/14/2011 (612 responses) Average Score (Scale 1-10) Benchmark Grade Overall customer satisfaction Satisfaction compared to expectations Satisfaction compared to similar resort courses Likelihood to return Likelihood to recommend << Report Menu Satisfaction Factors >>

4 Rolling Hills Golf Resort Factors Responses from 5/4/2011 thru 6/14/2011 (612 responses) Golf Experience Satisfaction Factors Average Score (Scale 1-10) Benchmark Percentile Friendliness/service provided by staff Golf course design/layout Overall course conditions Pace of play Overall value << Overall Satisfaction Report Menu Customer Referrals >>

5 Rolling Hills Golf Resort Customer Referrals Responses from 5/4/2011 thru 6/14/2011 (612 responses) Customers who were influenced to Visit by a recommendation 30% << Satisfaction Factors Report Menu Comments Liked Most >>

6 Rolling Hills Golf Resort Verbatim Responses - Like Most Responses from 5/4/2011 thru 6/14/2011 John Seiver "The layout and the shape it is in every time we play there. You also have a great staff." Lisa Larsh "Fairways and greens are always in great shape." Richard Rossbach "It's beautiful, challenging and well groomed." Philip Belle "I enjoy the customer service and the GPS in the carts. The ranger on the course does their job well. The course is always in good shape." Golfer "The beauty of the course. The wildlife and the challenge." Pat McKee "The staff is very friendly & competent. The course is maintained well and is beautiful." Bob Marsh "Layout, condition and assistance from Lea Thomasetti (sp) " Golfer "course was in good shape, people are very nice, great view of the county" Guy Thayer "The setting of the course. Greens were in great shape. Great challenging course. Keep it up and I will return year after year." Golfer "very forgiving but still a great challenge" Lisa Mitchell "It's a beautiful course. The staff was very helpful and accommodating. I love the setting, the course is challenging. Being able to golf, gamble and stay is great." Rick Nauertz "From start to finish there was someone there to help you with what ever you needed" < All > Next >> << Customer Referrals Report Menu Comments Improvement >>

7 Rolling Hills Golf Resort Verbatim Responses Suggested Improvements Responses from 5/4/2011 thru 6/14/2011 John Seiver "Better pricing for the play and stay package. We went up on June Hotel was over dollars a day, and golf was a day. If you could work a better deal with the hotel rates I know our group of four would come up more than once a year." Lisa Larsh "One complaint we would make is that you have an inviting area to stop and have lunch. We did just that. The four of us stopped after the first 9 holes for 20 minutes to eat and then we resumed golf. When we were on hole 11 or 12 we were told that we were not where we belong according to the clock. Get rid of the lunch area if you don't want your guests to stop to eat. We didn't appreciate being scolded like we were children. Richard Rossbach "We are not playing this year, One reason is that it takes at least 5 hours to play each time we come there sometimes 5.5 hours. To many bad golfers who have no clue to speed it up. I would not want to play Augusta if it took as long as it does to play here. You guys have to do something about this. How about a refund if it takes more than 4.5 hours. Philip Belle "Fairways and tee boxes were not in very good shape" Golfer "last year, the fairways were not in as good a shape as they had been in the past. Pat McKee "more prompt breakfast service - staff need to be attentive that almost anyone having breakfast is likely golfing and should be served promptly (i waited over 45 minutes for a breakfast sandwich and was teeing off when a fellow golfer brought it out to me)." Bob Marsh "Possibly more options in regard to brands stocked in the Pro Shop - apparel, clubs, etc." Golfer "I would focus on making every golfer feel more special. We found some of the staff standoffish and impersonal." < All > Next >> << Comments Liked Most Report Menu Competition >>

8 Rolling Hills Golf Resort Competition Responses from 5/4/2011 thru 6/14/2011 (612 responses) Other Golf Resorts Played During Last Two Years: The Legacy Golf Resort 16% We-Ko-Pa Golf Club 15% Desert Springs Golf Club 13% Desert Willow Golf Resort 12% Camelback Golf Club 8% The Orange Tree Golf Resort 8% Ocotillo Golf Resort 7% The Lodge at Ventana Canyon 6% Las Vegas Paiute Golf Resort 5% Angel Park Golf Club 5% Doral Golf Resort 5% Pebble Beach Golf Links 5% Arizona Biltmore Golf & Country Club 4% << Comments Improvements Report Menu Customer Origin >>

9 Rolling Hills Golf Resort Customer Origin Responses from 5/4/2011 thru 6/14/2011 Number of Customers (612 responses) Percentage of Customers Percent % 7.2% % 11.6% % 15.5% % 19.0% % 22.4% % 25.6% % 28.5% % 30.4% % 33.1% % 35.7% % 38.2% % 40.7% % 42.8% % 44.8% % 46.8% % 48.6% % 50.2% % 51.8% % 53.3% % 54.8% % 56.3% << Competition Report Menu Customer Profile >>

10 Rolling Hills Golf Resort Customer Profile Responses from 5/4/2011 thru 6/14/2011 (612 responses) Overall Responses Satisfaction (1-10) Overall Prior to most recent visit, total number of rounds played at this resort or more Gender Male Female Age Under Over Customer Segments Part of Business Meeting/Group Golf Vacation Package Guest of Member Local Resident Hotel Guest Guest at Other Area Hotel Other

11 Custom Questions Rolling Hills Golf Resort On a scale of 1 to 5 please rank us on your level of satisfaction for Snack Bar Selection. 1 - Very dissatisfied (50 response) 2 - Somewhat dissatisfied (53 responses) 3 - Neither satisfied nor dissatisfied (200 responses) 4 - Somewhat satisfied (275 responses) 5 - Very satisfied (34 responses) On a scale of 1 to 5 please rank us on your level of satisfaction for Snack Bar Pricing. 1 - Very Dissatisfied (24 responses) 2 - Somewhat dissatisfied (100 responses) 3 - Neither satisfied nor dissatisfied (262 responses) 4 - Somewhat satisfied (185 responses) 5 - Very satisfied (41 responses) How much additional green fees would you be willing to pay if the money was invested back into the property? $2 - $4 (210 responses) $5 - $7 (104 responses) $8 - $10 (21 responses) Not willing to pay more (245 responses) I will pay whatever the fees are (32 responses) What are your most important reasons for not golfing more at Rolling Hills Golf Resort? Select any of the below answer choices that you consider to be a major barrier to golfing more: I don't have more free time (113 responses) Spouse or significant other doesn't play (5 responses) Golf course is too congested (57 responses) Course isn't welcoming for women (9 responses) Course isn't welcoming for beginners (3 responses) Round of golf takes too long (61 responses) Golf is a lower priority than other leisure activites (55 responses) Limited options besides playing full 18-hole round (9 responses) The game is too difficult (1 responses) My friends don't play golf or play at another course (62 responses) I don't know the rules / norms (76 responses) I have an ailment that prevents me from playing more often (96 responses) Course isn't a place I can take my kids to (4 responses) Fees too expensive (15 responses) Buying equipment too expensive (46 responses) Please list activities you would be interested in participating at our facility: League Play (311 responses) Men's/Ladies' Club Association (28 responses) Tournaments (79 responses) Clinics (124 responses) Private Lessons (46 responses) Junior Programs (15 responses) Hosting a Corporate or Group Golf Outing (9 responses)

12 Custom Questions Rolling Hills Golf Resort Please tells us what we could do to enhance your golfing experience? "have more tee times available saturday and sunday mornings" "Improve the grounds, improve the management. I would pay more for golf, but the current rates are higher than the quality of golf you currently get." "Faster pace of play" "Try to manage the course, have the do nothing rangers do more than empty the garbage cans. Give them a jug of water to fill the ball washers" "cool place to relax after a round" "Friendlier staff" "Already exceeds expectations, would prefer to see new club house providing me a greater opportunity to enjoy post round." "Get a price cheaper that includes the pass and the cart. I hate to walk. I dont play golf for exercise." "Do not let 5 some play when they are slow, especially walkers." "I miss having a reasonably priced season pass where I could go and play a few holes in the evening if time allowed." What enhancements would you like to see at our Clubhouse? "Moderized and expanded!" "new dining room, new bar, banquet room" "Don't use it much because service is poor." "a new one would be nice with a bathroom not in the basement" "Make sandwiches to go..something you can quick grab at the turn. easy and cheap for everyone" "The city really does need a new club house building. They could create revenue with a banquet area. Plus the women bathroom is too small, it would be nice to have a locker type room. Although I do like the old fashion look of the currant clubhouse." "A bigger outdoor deck would be nice, and possibly more welcoming to stay and eat and drink." "Really needs a total remodel or new one" "The locker room is in terrible condition." "Don't think I will be going back there as I don t have a good attitude about Rolling Hills as I was not treated well there last time.

13 Rolling Hills Golf Resort Selection Criteria File Select the file you would like to download. Data File Type Select a file type for the output file. The file will open in your browser, or in a separate window, depending on your browser and system configuration. When the file has opened you may save it to your hard drive. Microsoft Excel Column Delimiter Select a character to separate each field. This may be specified in most applications that can import data, such as Microsoft Office applications, databases, etc. Comma Continue Report Menu

14 Rolling Hills Golf Resort Detailed Response Report Average Prior to the most recent Approximate visit, total Approximate merchandise number of golf spend per spend in total rounds played round on most on most recent at this resort recent visit visit 4.23 $ $22.55 How satisfied were you, overall, with your golf experience? 1 - Very Dissatisfied Very Satisfied % Percent satisfied (10's & 9's) 38.6% Percent somewhat satisfied (8's and 7's) 7.2% Percent dissatisfied (6 or less) Page 1

15 When was your most recent visit? July 2011 June 2011 May 2011 April 2011 March 2011 February 2011 January 2011 December 2011 November 2011 October 2011 September 2011 August 2011 July 2011 June 2011 April 2011 February 2011 March 2011 January 2011 December 2010 November 2010 October 2010 September 2010 August 2010 June 2010 Prior to June Given the cost to play here, did we meet your expectations? 1 - We Fall Short of Expectations We Exceed Your Expectations Frequency Valid Percent Percent 64.4 % of customers had their expectations exceeeded (10's, 9's & 8's) Page 2

16 How does your overall satisfaction with this resort compare to other similarly priced resort courses you have played? 1 - Unfavorably Favorably % indicate satisfaction compares favorably (10's & 9's) 35.0% indicate satisfaction compares somewhat favorably (8's & 7's) 18.8% indicate satisfaction compares unfavorably (6 or less) How likely are you to return and play golf again at this resort? 1 - Not at All Likely to Return Very Likely to Return % very likely to return (10's, 9's, 8's) 80.9% may or may not return (7's, 6's, 5's & 4's) 4.2% not at all likely to return (3 or less) 10.7% net growth rate from retained customers (% very likely to return - % not at all likely to return) Page 3

17 How likely would you be to recommend this course to another golfer? 1 - Not at all Likely to Recommend Extremely Likely to Recommend Frequency Valid Percent Percent 64.9% promoters (10's & 9's) 28.2% passives (8's & 7's) 6.9% detractors (6 or less) 58.0% loyalty index score (64.9% promoters - 6.9% detractors) Which of the following best describes you? Guest at other area hotel Part of Business MHotel ti Guest /G Local Resident Guest of Member Other Golf Vacation Package Gender Female Male Frequency Age Less than or older Page 4

18 Score or higher Prior to the most recent visit, the total number of rounds played at this resort 3 or less or more On the most recent visit, approximate golf cost per round (including green fees, golf cart if used, range balls, etc. - but excluding merchandise & food & beverage) $40 or less $41-$70 $71-$100 $101-$130 $131-$160 $161-$190 $191-$220 $221-$250 $251-$280 $281-$310 $311-$340 More than $ Page 5

19 On the most recent visit, approximate spend in total on merchandise $0 $1-$25 $26-$50 $51-$100 $101-$500 More than $ Page 6