Member Survey

June 2020

 

Introduction

Member based organisations have a critical need for conducting member surveys to best assess the satisfaction levels and opinions of direction, from the member base of the club, as a whole.

A club which forms direction and makes corrections from the opinions of those who complain, exposes itself to rapid and regular changes of direction based on only a small number of points of view, while not taking into account those who choose to remain silent who can be either positive or negative regarding matters.

Member surveys are valuable for a number of reasons; they allow the Committee and Management to collect important feedback from members, make improvements (thus boosting engagement and retention), and at the most basic level, show members that the club genuinely cares about their thoughts and enjoyment.

This survey was written with the express intent of obtaining member opinions of direction, and satisfaction levels, and was structured so that these could be quantifiable.

The survey was sent to all adult playing members only, as it was specifically targeted at the playing membership.

A future survey could be targeted at the social aspects of the club specifically but at this stage the playing aspects were considered more important.

The Survey

The survey was sent to 678 adult playing members with a return of 66%.

Member surveys traditionally attract a response rate of 20-30% so this result is outstanding and can be regarded as a fair cross section of member opinions in general.

There was an incentive of two $50 house card credits offered to encourage participation.

The survey was conducted using the platform of Survey Monkey, which was set up to allow only one response per survey sent.

This meant that members who used one email address for more than one person (such as partners) were only able to complete the survey once. This was dealt with by those who asked for a second survey being accommodated by being asked for a different email address to which another survey could be sent.

The Survey Responses

Not all respondents answered all questions so there will be discrepancies between the numbers from question to question and there is no explanation for this.

Comments will be made with most responses as assessments in the writer’s opinion.

Q1. Gender

     

Answer Choices

Responses

 

Male

79.65%

360

 

Female

20.35%

92

 
       
       

According to the finding published by Golf Australia in their most recent Golf Club Participation Report the average age of male golfers in Australia is 56 years of age, with females being 64 years of age.

Q2. Age Bracket

     

Answer Choices

Responses

 

Under 18

0.00%

0

 

18-30

3.33%

15

 

30-45

11.31%

51

 

45-60

23.73%

107

 

Over 60

61.64%

278

 
       
       

Q3. Membership Type

   

Answer Choices

Responses

6 or 7 Day Membership

49.89%

226

5 Day Membership

22.96%

104

Flexi Membership

22.74%

103

Other Membership

4.42%

20

     
     
           

The breakdown of gender, age and membership categories in respondents is considered representative of the playing membership and a fair representation of those giving their opinions.

Q4. How long have you been a member of The Vines

Answer Choices

Responses

Less than 2 years

19.38%

88

2 - 5 years

17.84%

81

3 - 10 years

21.37%

97

11 - 20 years

17.62%

80

21 years or more

23.79%

108

     
     

This represents an even cross section of members which again supports the “fairness” of opinions.

If there was a more uneven spread it could be argued that one demographic or another, such as long-term members, was dominating results however this is not the case.

Previous generations of golfers were long term members with individual club loyalties however this has changed, especially with areas where more clubs are available and transport being less of an issue.

This places greater pressure on clubs to be a “club of choice” for reasons important to the mobile golfer.

Q5. Prior to the Covid-19 restrictions, how often did you use the following facilities

           
 

More Than Weekly

Weekly

Less Than Weekly

Monthly

Less than Monthly

Total

Course

49.34%

223

35.18%

159

9.29%

42

3.10%

14

3.98%

18

452

Practice Areas

20.09%

86

22.90%

98

14.95%

64

10.98%

47

31.31%

134

428

Club House

36.63%

163

35.96%

160

13.03%

58

5.39%

24

10.11%

45

445

Function Facilities

1.93%

8

5.30%

22

7.47%

31

4.10%

17

81.45%

338

415

Bistro

4.82%

21

16.28%

71

12.84%

56

18.35%

80

48.62%

212

436

                       
                       

The responses to this question need to be assessed in conjunction with the responses to Question 3 Membership Type, which would have a direct bearing on the use of playing facilities.

With traditional 7, 6 and 5 day memberships making up 72.85% of respondents the heavy bias towards use of the course at least weekly is to be expected.

The responses to use of Function Facilities and Bistro by members will need to be addressed by Management and indicate that the majority of patrons for the bistro, which prior to the Covid crisis were increasing, are coming from non-members and non-golfers.

Q6. How important to you are the following methods of communication of information which affects you as a member?

 

Extremely Important

Important

Fairly Important

Unimportant

Total

Newsletter (Grapevine)

21.82%

96

52.05%

229

18.86%

83

7.27%

32

440

Facebook

3.85%

16

20.91%

87

19.95%

83

55.29%

230

416

E-mails from club

43.96%

193

44.87%

197

10.02%

44

1.14%

5

439

Speaking with staff

37.01%

161

46.67%

203

14.48%

63

1.84%

8

435

Speaking with committee

11.57%

50

28.01%

121

35.42%

153

25.00%

108

432

Posters and signage

12.18%

53

47.36%

206

29.66%

129

10.80%

47

435

Facebook and social media

4.65%

20

24.19%

104

24.42%

105

46.74%

201

430

                   
                   

Communication with members is critical to any club, and this question was written to identify the most relevant and trusted ways playing members obtain information about their club.

By grouping Extremely Important and Important responses together gives emails from the club and speaking with staff the most responses, although the newsletter On the Grapevine closely follows. It is interesting that speaking with staff is more highly regarded than speaking with Committee however this could be due to the information being obtained being more day to day operational rather than critical.

Social media channels were seen as not important to playing members however results from promotions indicate the importance to non-members and non-golfers, with currently in excess of 2,400 “liking” the Facebook page.

Q7. How do you rate the current communication the club has with you, as a member?

           
 

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Total

 

Newsletter (Grapevine)

40.91%

180

47.27%

208

11.59%

51

0.23%

1

0.00%

0

440

 

Noticeboard

12.12%

52

44.76%

192

40.09%

172

2.56%

11

0.47%

2

429

 

E-mails from club

44.65%

196

47.38%

208

7.29%

32

0.23%

1

0.46%

2

439

 

Signs and posters

10.88%

47

53.01%

229

33.80%

146

2.08%

9

0.23%

1

432

 

Website

31.09%

134

50.58%

218

14.62%

63

3.25%

14

0.46%

2

431

 

Facebook and social media

3.94%

17

28.07%

121

62.41%

269

1.86%

8

3.71%

16

431

 
                         
                         

The rating of communication follows Question 6 closely, with emails from the club seen as highest.

This may be a reflection of the communication strategy during the Covid period, when emails were used to advise members of updates as they occurred.

It is extremely pleasing to see the “community” based newsletter On the Grapevine rating highly and interesting that signs and posters rate second to last.

The low total of Dissatisfied and Very Dissatisfied responses indicates the communication to members is considered sound.

Q8. In your opinion please rate the importance of the following facilities for the club going into the future?

 
 

Extremely Important

Important

Fairly Important

Unimportant

Total

Course

96.13%

422

3.87%

17

0.00%

0

0.00%

0

439

Clubhouse internally

41.61%

181

49.66%

216

6.90%

30

1.84%

8

435

Clubhouse externally

30.07%

132

49.20%

216

18.45%

81

2.28%

10

439

Function facilities

20.18%

88

48.17%

210

23.62%

103

8.03%

35

436

Restaurant/bistro

43.48%

190

42.79%

187

10.53%

46

3.20%

14

437

Car park

24.94%

109

48.28%

211

21.74%

95

5.03%

22

437

Cart storage

10.32%

45

25.69%

112

27.98%

122

36.01%

157

436

                   
                   

*See comments for following question

Q9. With the club having limited financial resources and many demands, where would you rate the importance of spending the funds available?

 

Extremely Important

Important

Fairly Important

Unimportant

Total

Course

87.44%

383

11.87%

52

0.46%

2

0.23%

1

438

Clubhouse internally

15.51%

67

47.45%

205

28.01%

121

9.03%

39

432

Clubhouse externally

8.55%

37

35.33%

153

42.03%

182

14.09%

61

433

Function facilities

7.83%

34

35.71%

155

39.17%

170

17.28%

75

434

Restaurant/bistro

21.15%

92

48.28%

210

23.91%

104

6.67%

29

435

Car park

7.11%

31

23.39%

102

41.51%

181

27.98%

122

436

Cart storage

3.23%

14

13.82%

60

31.34%

136

51.61%

224

434

                   
                   
                               

Questions 8 and 9 are important in obtaining the opinions of members regarding the direction of clubhouse precinct facilities going into the future.

There are no surprises in the responses given anecdotal evidence from general conversations.

The interesting result is the importance of the car park, given a combined top two responses for importance of facility, and yet how low it rates with importance of funding. This would indicate a general acceptance of its condition.

Q10. To what degree would you support the following initiatives to generate and attract new members and green fee players to the club?

 
 

Support Fully

Support Somewhat

Not Fussed

Don't Support

Totally Against

Total

Relaxation of dress code

7.05%

31

20.91%

92

19.55%

86

35.00%

154

17.50%

77

440

More advertising signage

24.32%

107

37.50%

165

34.09%

150

3.41%

15

0.68%

3

440

Changing competition days

4.33%

19

9.34%

41

37.59%

165

35.31%

155

13.44%

59

439

Increasing reciprocal clubs

32.27%

141

32.04%

140

30.66%

134

3.66%

16

1.37%

6

437

Open days

19.77%

87

35.45%

156

37.05%

163

5.45%

24

2.27%

10

440

Novelty events

15.10%

66

29.75%

130

41.19%

180

10.07%

44

3.89%

17

437

Functions

19.86%

87

37.21%

163

39.04%

171

2.51%

11

1.37%

6

438

                       
                       

The responses to this question indicate how members appear to desire to transition to a member’s club, as distinct from a semi-private club, given this being financially possible.

The two most marked responses are the negative numbers for relaxing the dress code and changing the competition days.

There are no significant positive responses to the selections apart from increasing reciprocal clubs.

Q11. How satisfied are you with the following club facilities?

             
 

Very Satisfied

Satisfied

Somewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

Total

Course

76.38%

333

21.56%

94

1.83%

8

0.23%

1

0.00%

0

436

Clubhouse internally

25.23%

111

58.64%

258

14.09%

62

1.82%

8

0.23%

1

440

Clubhouse externally

14.09%

62

58.18%

256

21.59%

95

5.91%

26

0.23%

1

440

Function Facilities

8.64%

37

60.75%

260

29.44%

126

0.93%

4

0.23%

1

428

Restaurant/Bistro

18.39%

80

61.84%

269

17.24%

75

1.61%

7

0.92%

4

435

Pro Shop

18.22%

80

53.08%

233

20.05%

88

7.74%

34

0.91%

4

439

Bar

23.34%

102

62.24%

272

11.44%

50

1.83%

8

1.14%

5

437

Clubhouse gardens

32.88%

144

56.85%

249

9.59%

42

0.68%

3

0.00%

0

438

Buggy storage

4.39%

18

46.10%

189

40.00%

164

7.32%

30

2.20%

9

410

Clubhouse furniture

16.32%

71

60.23%

262

18.39%

80

5.06%

22

0.00%

0

435

Toilets & Locker rooms

5.68%

25

47.27%

208

23.64%

104

17.27%

76

6.14%

27

440

Entrance

11.36%

50

62.05%

273

19.77%

87

5.91%

26

0.91%

4

440

Verandah

10.48%

46

57.40%

252

23.46%

103

7.06%

31

1.59%

7

439

                       
                       
                       

The responses to Question 11 indicate a general satisfaction with most aspects of the club, with the marked exclusion of the toilets and locker rooms, and the buggy storage.

Q12. For facilities with unfavourable ratings would you be prepared to lend your time to assist with implementing changes or generating income to pay for changes?

Answer Choices

Responses

Yes

55.15%

241

No

44.85%

196

     
     

An interesting response to availability for volunteering which mirrors the decline in volunteering in general.

Without disclosing any reason for choosing not to, or not being available to, this shows the challenge facing golf clubs in general, who rely heavily on volunteer workforces.

It could be an indication of the age groups who completed the survey (see Question 2) with some simply having time available and some not.

The Vines are lucky enough to have a regular group of volunteers however they should never be taken for granted, nor should their ongoing availability, as they age.

Q13. How do you rate the following as value for money for your membership at the club?

         
 

Very Satisfied

Satisfied

Somewhat Satisfied

Dissatisfied

Very Dissatisfied

Total

Membership cost

21.87%

96

55.58%

244

18.45%

81

4.10%

18

0.00%

0

439

Beverage prices

9.82%

43

56.16%

246

23.74%

104

9.36%

41

0.91%

4

438

Variety of beverages

15.23%

67

68.18%

300

14.32%

63

1.36%

6

0.91%

4

440

Food prices

15.26%

67

65.83%

289

17.08%

75

1.82%

8

0.00%

0

439

Variety of food

10.76%

47

58.12%

254

26.32%

115

4.12%

18

0.69%

3

437

Pro Shop

15.19%

67

57.82%

255

19.73%

87

6.58%

29

0.68%

3

441

Practice range

8.01%

35

51.03%

223

26.32%

115

12.13%

53

2.52%

11

437

Hours/days of operation

24.15%

106

65.38%

287

9.79%

43

0.46%

2

0.23%

1

439

Benefits for members

12.13%

53

54.00%

236

28.38%

124

4.58%

20

0.92%

4

437

                       
                       

This is a difficult response group to measure and there is a great deal of relativity in what members see as value for money, given individual financial situations.

There is a marked difference in the opinion of food and beverage value for money, which may be linked to the poor playing member usage of the bistro as evidenced in Question 5.

Q14. How do you rate The Vines as an overall club against the following clubs, taking into account all parts of your experience?

       
 

Much Better

Better

About The Same

Don't Know

Worse

Much Worse

Total

Aston Hills

20.67%

86

9.86%

41

3.13%

13

64.90%

270

1.20%

5

0.24%

1

416

Blackwood

14.65%

63

31.86%

137

29.53%

127

16.98%

73

6.98%

30

0.00%

0

430

Flagstaff Hill

61.95%

267

21.81%

94

2.55%

11

9.98%

43

3.25%

14

0.46%

2

431

Glenelg

3.55%

15

8.98%

38

18.68%

79

36.88%

156

26.48%

112

5.44%

23

423

Kooyonga

3.10%

13

5.49%

23

11.22%

47

42.24%

177

31.50%

132

6.44%

27

419

Links Lady Bay

9.95%

42

19.19%

81

26.07%

110

34.36%

145

9.72%

41

0.71%

3

422

McCracken

17.77%

75

28.91%

122

15.64%

66

32.94%

139

4.27%

18

0.47%

2

422

Mount Compass

15.80%

67

26.89%

114

21.93%

93

29.72%

126

5.19%

22

0.47%

2

424

Royal Adelaide

3.84%

16

8.87%

37

8.39%

35

45.32%

189

26.86%

112

6.71%

28

417

Thaxted Park

57.24%

245

19.63%

84

3.04%

13

14.72%

63

3.50%

15

1.87%

8

428

West lakes

20.52%

87

29.25%

124

13.92%

59

30.42%

129

4.72%

20

1.18%

5

424

The Grange

3.10%

13

6.90%

29

16.67%

70

38.10%

160

29.76%

125

5.48%

23

420

Westward Ho

40.05%

169

21.80%

92

6.16%

26

29.38%

124

2.13%

9

0.47%

2

422

Willunga

41.51%

176

21.23%

90

5.42%

23

29.01%

123

2.12%

9

0.71%

3

424

                           
                           

Ratings for this question appear dominated by the “Don’t Know” responses however apart from the more expensive courses, the opinions are quite positive for the experience as a player, especially against the clubs in the near vicinity.

Q15. How do you rate the following facets of the clubhouse?

               
 

Really Good

Good

Average

Poor

Really Poor

Total

 

Indoor Furnishings

13.70%

60

58.22%

255

25.57%

112

2.51%

11

0.00%

0

438

 

Toilets

2.95%

13

33.41%

147

44.55%

196

13.41%

59

5.68%

25

440

 

Locker rooms

2.51%

11

28.77%

126

46.58%

204

16.44%

72

5.71%

25

438

 

Office hours

10.48%

46

78.36%

344

10.48%

46

0.68%

3

0.00%

0

439

 

Staff service

32.19%

141

52.51%

230

11.19%

49

2.97%

13

1.14%

5

438

 

Outdoor area

11.36%

50

58.18%

256

26.36%

116

3.18%

14

0.91%

4

440

 
                         
                         

As with the results of Question 11 the toilets and locker room are rated very poorly.

It is pleasing to see customer service in general rates 2nd highest in the ratings above average.

Q16. How do you rate the following facets of the golf course?

               
 

Really good

Good

Average

Poor

Really Poor

Total

 

Greens

67.88%

298

29.38%

129

2.73%

12

0.00%

0

0.00%

0

439

 

Tees

40.77%

179

46.47%

204

10.71%

47

1.59%

7

0.46%

2

439

 

Signage

14.38%

63

58.90%

258

22.83%

100

3.20%

14

0.68%

3

438

 

Rough

13.64%

60

57.05%

251

25.00%

110

3.86%

17

0.45%

2

440

 

Bunkers

12.76%

56

44.19%

194

32.57%

143

7.97%

35

2.51%

11

439

 

Gardens on course

22.37%

98

59.36%

260

15.53%

68

2.51%

11

0.23%

1

438

 

Paths on course

7.74%

34

41.69%

183

39.18%

172

8.43%

37

2.96%

13

439

 

Practice Range

5.75%

25

41.15%

179

38.39%

167

11.49%

50

3.22%

14

435

 
                         
                         

Combining the ratings above average indicates a general satisfaction with the condition of the course and surrounds but not with the practice range.

Survey Disclaimer

The opinions expressed in the survey results and analysis of responses are those of the individual respondents and are for purely information purposes regarding the opinions of the membership of The Vines Golf Club of Reynella.

No discussion or correspondence will be entered into regarding the results and the anonymity of the respondents will be protected by the club.

The Vines Golf Club of Reynella reserves the right to use or not to use this information when considering future decisions about the operations or future direction of the club.



Contact Us

If  you would like to call us:
Office: (08) 8381 1822    Pro Shop: (08) 8381 3300

If  you would like to write to us:
The Vines Golf Club of Reynella SA Inc
PO Box 243 HAPPY VALLEY   SA  5159

info@vinesgolfclub.com.au

If  you would like to visit us:
We are right at the East end of Reynell Road:
Cnr Reynell and Pine Roads HAPPY VALLEY  SA  5159  (or Cnr Reynell Road & Mark Street, Happy Valley)

Or fill out the form below to send us an email: