Introduction
Dear Members,
Back in June, the Food and Beverage Committee asked members to provide feedback through the first member questionnaire. The aim of this was to aid us with continuously developing and shaping the offering, service and events found here at the club.
The questionnaire received over 200 replies, for which we are exceptionally grateful. For those members who did not find the time to provide feedback on this occasion, further opportunities will be presented with the next questionnaire expected to be published in October 2021. We would of course encourage all to members to participate in future questionnaires.
To present our findings to members we have not only attached a full presentation of results ( which can be viewed by clicking here ), we have also provided a summary of these below. Where possible, we have provided a summary of ‘expectations’ versus ‘reality’, with 8 out of 10 being above the minimal expectations.
Key Summaries and FindingS
1. At the time of the survey going out, only 23% of members would feedback on good / bad experiences at the club.
2. Moving forwards, over 50% of members would welcome the opportunity to provide their feedback through a questionnaire.
3. Over 50% of responders identified that quarterly questionnaires would be their preferred feedback forum.
4. From the members who responded, 81% believe that great food and drink offering has an minimum importance of 8 out 10, with just 24% of members scoring our current offering above 8 out of 10.
|
Area of measure |
Desire (above 8) |
Actual (above 8) |
|
Food and Drinks Offering |
81.31% |
23.58% |
5. Within the clubhouse, there is an overwhelming opinion that the food offering requires improvement:
|
Area of measure |
Current Satisfaction Rating (above 8 out of 10). |
The percentage of membership that would like to see improvement. |
|
Hot Drinks |
56.45 |
5.03 |
|
Cold Drinks |
65.78 |
12.85 |
|
Hot Food |
20.89 |
69.27 |
|
Cold Food |
21.35 |
87.15 |
6. Within the halfway house, we received a variety of information. As shown in the table below, cold drinks consistently performed the best both in terms of current satisfaction and for the percentage of respondents who would like to see improvement in that area.
|
Area of measure |
Current Satisfaction Rating (above 8 out of 10). |
The percentage of membership that would like to see improvement. |
|
Cold Drinks |
56.10 |
12.14 |
|
Hot Drinks |
57.56 |
18.50 |
|
Cold Food |
21.33 |
41.04 |
|
Hot Food |
18.93 |
58.38 |
7. When asked, over 60% of members would like to see a pre-order facility for the halfway house.
8. One major area for improvement is service levels. Comparisons in this area demonstrated that we currently fall short of member expectations:
|
Area of measure |
Desire (above 8) |
Actual (above 8) |
|
Prompt service |
92.47 |
37.09 |
|
Friendly service |
96.19 |
71.35 |
|
Value for money |
87.57 |
42.47 |
|
Regular checking back by staff once served |
61.62 |
32.42 |
|
Clean table on arrival |
95.16 |
44.87 |
|
Table cleaning whilst there |
82.80 |
31.52 |
|
Type of events |
Responses |
|
BBQs |
67.88% |
|
Themed food nights |
51.52% |
|
Quiz nights |
49.70% |
|
Sunday Lunch |
47.27% |
|
Gin or Wine tasting events |
40.00% |
|
Formal Dinners |
35.76% |
|
Live music / disco |
38.18% |
In Conclusion…
The Food and Beverage Committee are very grateful to all members who took the time to feedback their experience here at the club. The insights gained have been instrumental in our development pathway along with understanding the areas that we currently excel in.
We believe that this has been a hugely beneficial process and look forward to carrying out a similar exercise in October.
Best regards
Paul Pendergest
Director of Food and Beverage
