|Customer Satisfaction Tracking (CST)|
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.
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:
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)
For a sample Excel workbook of results, register HERE
Within 3 weeks of agreement.
Initial setup: $150
Monthly Tracking: $75/month (6 month minimum)