Customer Satisfaction Tracking (CST) Print E-mail
Business Application
Provides a web-based, continuous customer feedback vehicle which benefits golfers (easy, quick, ability to voice opinions about what's great, what need improvement) and the facility by providing monthly scoring on key features and services. Provides customer feedback that can be acted upon to prevent defections rather than waiting for golfers to leave and then trying to figure out why.

Synopsis
The CST is the ongoing monitoring of feedback on programs and operational practices put in place to leverage strengths and improve areas of opportunity. This is the logical sequel to the more comprehensive Voice of Local Golfer survey. The CST questions are customized for each client but Pellucid provides guidance on general types of questions and scoring that have historically worked for our clients. We look for substantive changes across time using scoring ranges (i.e. Above Average scores trending to Below Average or vice versa) and provide monthly client notification of negative and positive trends. An example of areas that are commonly tracked via the CST across a range of our clients are:

  • Overall experience at the facility (1-5 scale), are they generally happy or unhappy with their experience?
  • Breadth of services available (i.e. game improvement, practice area, F&B, pro shop etc.)
  • Programs (loyalty programs, range cards, leagues etc.)
  • The check in process and staff (i.e. quick, efficient, welcomed, staff kudos and criticisms etc.)
  • Their on-course experience (i.e. greens, fairways, bunkers, range, pace of play, beverage cart etc.)
  • Open-end feedback opportunity (specific comments either not covered above or where the golfer would like to elaborate, these are provided directly back to the facility)
Format
Excel workbook with worksheets for each question, tracked monthly, summarized and color coded indicating areas of significant change and direction (scores moving more than 1 range, positive improvement or negative decline)

Sample
For a sample Excel workbook of results, register HERE

Availability
Within 3 weeks of agreement.

Pricing
Initial setup: $150
Monthly Tracking: $75/month (6 month minimum)