Survey your Members, Visitors and Staff online
Satisfied customers are loyal, will return more often, spend more and recommend you to others.
Service can’t be left to chance, it must be managed.
my59 software assists you to create, market & deliver online surveys to your customers, providing an economical way of truly understanding their views, what is important to them and the degree of that importance.
The results give you clear direction on ways to improve the 'experience' afforded to your ‘Members, Visitors and Staff’, vital if you are to successfully breed satisfied customers who return more often, spend more and generate referral business for you.
my59 is your ultimate Training & Management tool to use as often as you like, with no restrictions. My59 generates real live data that empowers you to make informed decisions to advance your sales & service offering.
Deliver a survey to your entire customer base OR you might prefer to build individual surveys that are aimed at particular groups of customers and/or departments within your club, tailoring questions to their specific needs and aspirations.
The software is fully automated: link my59 to your CRM ticketing systems to automatically invite your customers to complete the relevant survey each time they touch your business. For example, my59 knows when a customer joins your club, cancels their membership, plays your golf course, makes a purchase in the shop, receives a club fitting, has a golf/tennis lesson, eats in your restaurant, stays in your hotel, enjoys a spa day, attends a fitness class etc, and will automatically generate the relevant survey invite a ‘set’ amount of days after their customer encounter.
Survey Type: Select how you wish to schedule your survey to send, either launch a one off survey with an expiry date OR deliver a ‘rolling’ survey that never ends. Click each survey type below for more information:
Single Surveys
Take a 'snap shot' of your customer views by delivering a survey to all past/present customers in line with an 'expiry date' as specified by you.
Rolling Surveys (Single)
Schedule a ‘single’ questionnaire to be emailed to your customers a set amount of days after their encounter with you.
Rolling surveys never close, enabling you to add new customers to the survey at any time. As a result, customer feedback will continually feed into the pool of 'rolling' data captured.
For example: you may wish to survey your members, ex members, golf visitors & society organisers, retail clients, diners, corporate & hospitality clients, spa users, hotel guests or new staff a 'set' amount of days after their customer encounter.
my59 can be linked to your CRM ticketing systems to automatically invite your customers to complete the relevant ‘rolling’ survey each time they touch your business.
Rolling Surveys (Series)
Schedule a ‘series’ of questionnaires, in sequence, to be emailed to your customers at preprogrammed intervals as dictated by your customer journey.
Rolling surveys never close, enabling you to invite new customers to complete the ‘series’ of questionnaires. As a result, customer feedback will continually feed into the pool of 'rolling' data captured.
Each questionnaire within the series will automatically capture customer feedback at the various timeframes as set by you.
For example: you may wish to survey new members 30, 60 & 90 days after they join.
My59 can be linked to your CRM ticketing systems to automatically invite your customers to complete the relevant ‘rolling series’ survey each time they touch your business.
The results from a ‘series’ of surveys incorporate both ‘individual’ questionnaires plus ‘overall’ series statistics, enabling you to pinpoint areas of strengths and weaknesses during your customer journey.
Survey Template: Choose from a selection of pre-set templates with ‘quick fire’ questions that will determine how the ‘Customer Experience’ is rated at your club. Complete with the facility to add your own specific questions OR deliver a survey that is completely of your own making. Click each survey template below for more information:
New Leisure Member Integration
Select from 98 pre-set Leisure specific questions that focus on the New Member Experience within the following categories:
- New Member Integration
- New Member Retention
- Health & Fitness Induction / Review
Club Fitting Survey
Measure the custom fitting experience at your facility. The feedback analysis focuses on the fitting team or individual who takes the initial booking, the delivery of the custom fitting session and the follow up process being undertaken in the days after the fitting. It will highlight areas of procedural strengths and weaknesses that focus on the Custom Fitting process and overall delivery of the service being offered. Unwanted questions can be omitted to ensure results are bespoke to a facilities offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve the custom fitting experience which is vital if your team are looking to secure sales in golf equipment hardware.
Analysis includes:
- The initial booking process
- All aspects of communication being delivered throughout the custom fitting session
- Staff - attitude / manner / rapport / attentiveness / demeanour and custom fitting knowledge
- Identification of the correct equipment for the consumer
- Upselling aptitude – equipment & other facilities
- Post fitting follow up process
- Bespoke result comparisons - industry & best performing clubs
- My59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.
Mystery Shopper results can be compared to the Foremost industry average, the elite performers and the rest of the my59 industry.
New Golf Member Integration Survey
Select from 71 pre-set Golf specific questions that focus on the New Member Experience within the following categories:
- New Member Integration
- New Member Retention
my59 Custom Service Tracker
Customer Service Tracker (CST) surveys measure and continually track your customer’s overall satisfaction, loyalty to your brand and willingness to recommend your products & services to others.
Our CST survey asks just 3 questions; they are short, to the point and very powerful...purely designed to trigger emotion and generate high response rates:
- Did your experience represent value for money?
- Did we offer a warm, welcoming and friendly experience?
- How likely are you to recommend us?
Rolling surveys never close, enabling you to add new customers to the survey at any time. As a result, customer feedback will continually feed into the pool of 'rolling' data captured.
Schedule each CST survey to automatically email your customers a set amount of days after their encounter with you.
For example: you may wish to survey your members, ex members, golf visitors & society organisers, retail clients, diners, corporate & hospitality clients, spa users, hotel guests or new staff a 'set' amount of days after their customer encounter.
my59 can be linked to your CRM ticketing systems to automatically invite your customers to complete a CST survey each time they touch your business.
Group Golf Day Organiser Survey
Select from 31 pre-set questions designed to glean your Corporate / Society Organiser's opinion based on their Group Golf Day Experience
Bespoke Survey
Create a bespoke survey made up of questions that are entirely of your own making.
Leisure Member Retention Survey
Select from 149 pre-set Leisure Member Retention questions that focus on Club Life within the following categories:
- Retention
- Gym
- Service
- Fitness Class
- Pool
- Jacuzzi & Wet Areas
- Food & Beverage
- Facility
Golf Member Retention Surveys
Select from 90 pre-set Golf Member Retention questions that focus on Club Life within the following categories:
- Lifestyle
- Facility
- Service
- Golf Course
- Food & Beverage
- Off Course
- Professional Team
Golf Member Exit Surveys
Select from 24 pre-set Golf specific questions designed to glean an insight into why a member chose to leave the club, assisting you to take steps to build a better Member Experience.
Spa Day Experience Survey
Measure your guest’s satisfaction levels following their Spa Day Experience. The questions highlight the customer service experience, encounter with the spa facilities, treatment quality and sales etiquette, whilst also measuring the likelihood of the customer making a return visit or referring a friend to the spa based on their own experience.
Select from 58 prewritten insightful questions from the categories below:
- Treatment
- Service
- Facility
- Catering
Treatment consistency is one of the hardest parts of Spa Management. Counteract this by gleaning guest feedback to highlight areas of strengths and weaknesses. Empowering you to work strategically to deliver an enhanced and consistent spa experience both in and out of the treatment room, meaning customers will remember you for all the right reasons.
Leisure Member Exit Surveys
Select from 24 pre-set Leisure specific questions designed to capture insight into why a member decided to leave the club, enabling you to build a strategic retention plan to further improve Club Life and attrition rates.
Golf Lesson Survey
Measure the golf lesson experience afforded by your coaching staff. Feedback analysis focuses on the coaches ability to create a quality customer experience through the journey offered. Highlight areas of procedural strengths and weaknesses that focus on the lesson content & deliverance. Unwanted questions can be omitted to ensure results are bespoke to the lesson offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve a pupils journey, vital if your coaching staff are to consistently deliver a quality coaching experience.
Analysis includes:
- Staff - attitude / manner / rapport / attentiveness / demeanour
- Needs analysis / goals
- Lesson plan
- Content tailored to pupils needs
- Payment / rebook policies
- Upselling aptitude – equipment & membership
- Post lesson communication
- Bespoke result comparisons - industry & best performing clubs
To easily identify your strengths & weaknesses, sort results into specific sections.
Example Sections: Lifestyle, Facility, Service, Food & Beverage, Staff, Bespoke Questions.
You can further filter all results to appreciate the differing needs of particular groups within your customer base. This enables you to highlight any groups that may be unhappy, promoting the necessary actions to help retain loyalty. Choose to utilise the relevant pre-existing filters which can also be customised to suit your needs OR create your own bespoke filter options.
Example filters: Gender, Age, Golfing Ability, Membership Category, Seasonal Attendance, Duration of Membership etc
Track your score to provoke immediate actions to constantly drive your business forward. With each pre-set question you chose to include within your survey, results can be compared to the elite performers and the rest of the my59 industry. For ease of diagnosis, 59club have adopted a warning traffic light system which segments customer satisfaction scores into Red, Amber and Green centiles to quickly alert managers towards an appropriate course of action.
Some would say it is brave for a club to ask for its member’s views, we believe it is brave not to ask...
after all it can cost around 6 times more to recruit a new member than it does to retain an existing one!
Golf - Member Retention Survey
Select from 90 pre-set Golf Member Retention questions that focus on Club Life within the following categories:
- Lifestyle
- Facility
- Service
- Golf Course
- Food & Beverage
- Off Course
- Professional Team
Leisure - Member Retention Survey
Select from 149 pre-set Leisure Member Retention questions that focus on Club Life within the following categories:
- Retention
- Gym
- Service
- Fitness Class
- Pool
- Jacuzzi & Wet Areas
- Food & Beverage
- Facility
Use my59 technology to deliver a series of pre-scheduled surveys to all new members at various touchpoints during their first 12 weeks.
59club have effectively pioneered a tool that hooks into membership software systems, automatically inviting all new joiners to complete a series of surveys in sequence after 1, 2, 6 and 12 weeks; critical touch points during their initiation period.
The advantage of touching the same customers at a series of preprogrammed intervals, allows clubs to track new member satisfaction levels at the exact times they deem appropriate.
The information you continually gain will assist you to improve new member integration procedures and retention rates.
Golf – New Member Integration Survey
Select from 71 pre-set Golf specific questions that focus on the New Member Experience within the following categories:
- New Member Integration
- New Member Retention
Leisure – New Member Integration & Induction Survey
Select from 98 pre-set Leisure specific questions that focus on the New Member Experience within the following categories:
- New Member Integration
- New Member Retention
- Health & Fitness Induction / Review
Customer Service Tracker Survey (CST)
On a daily basis, Customer Service Tracker surveys measure and continually track your customer’s overall satisfaction, loyalty to your brand and willingness to recommend your products & services to others.
This survey asks just 3 questions; they are short, to the point and very powerful...purely designed to trigger emotion and generate high response rates:
- Did your experience represent value for money?
- Did we offer a warm, welcoming and friendly experience?
- How likely are you to recommend us?
Each time a my59 CST survey is submitted, the scores are fed into the rolling pool of data which generates a customer satisfaction score. Results can be sorted by venue or split by department.
The ‘trend tracker’ function means you can pinpoint a chosen timeframe to highlight strengths and weaknesses within every revenue stream feeding into the business.
For ease of diagnosis, 59club have adopted a warning traffic light system which segments customer satisfaction scores into Red, Amber and Green centiles to quickly alert managers towards an appropriate course of action. Easy to implement, easy to measure, easy to manage, easy to view and best of all the my59 CST offers an easy win; a guarantee of engagement with customers who will return, spend more, tell others and recommend you to their friends.
Member Exit Survey
Deliver an Exit Survey to members who have decided to leave your club.
The feedback you receive will assist you to identify any weaknesses in your membership offering. Armed with this knowledge take informed decisions to improve the life as a member experience at your club and improve member retention rates thereafter.
- Golf Member – Exit Survey
- Leisure Member – Exit Survey
Retail Purchase Survey
Your software system may also enable you to activate survey requests based on minimum / maximum spend to measure satisfaction when it comes to either budget and hi-end purchases.
Golf Lesson Survey
coming soon...
Bespoke Surveys
Write your own questions and answer templates or include selected 59club pre-set questions / answer templates to power a totally bespoke survey entirely of your own specification.
You can create a one-off survey or even deliver a series of surveys, as programmed by you. Hook into your software system to automatically invite the relevant participants to complete the survey or manually upload your database.
Feedback is hosted on the my59 benchmarking platform for your analysis There are no limits to the information you stand to receive.
Understanding your customers, their satisfaction levels, their basic needs and their future aspirations gives you the power to breed satisfaction and deliver customer service excellence.
HR Suite
coming soon...
Club Fitting
coming soon...
The my59 survey tool is yours to use as often as you wish. You can deliver a survey to your entire customer base OR you might prefer to build individual surveys that are aimed at particular groups of customers and/or departments within your club, tailoring questions to their specific needs and aspirations.
To easily identify your service and facility strengths & weaknesses, you can sort the results into specific sections, for example:
Lifestyle, Facility, Service, Food & Beverage, Staff, Bespoke Questions.
You can further filter all results to appreciate the differing needs of particular groups within your customer base. This enables you to highlight any groups that may be susceptible to leaving the club, promoting the necessary actions to help retain loyalty.
Example Filters include: Gender, Age, Golfing Ability, Membership Category, Seasonal Attendance, Duration of Membership etc
With each pre-set question you chose to include within your survey, results can be compared to the best performing clubs and the rest of the my59 industry.
my59 can automatically generate your feedback requests each time a customer visits or makes a purchase. Your IT software may also enable you to activate feedback requests based on minimum spend and/or booking size being greater than xxx (where xxx is chosen by you)
Manually upload your customer database to activate feedback requests OR if your IT software allows (e.g. tee-time booking system / membership sales / POS / CRM etc)
Schedule the survey to automatically email your invited participants a set amount of days after their encounter with you.
For example: you may wish to survey your golf visitors, retail customers, diners, corporate & hospitality clients, spa users and hotel guests after xxx days.
Customer feedback will continually be added to the pool of data that the survey captures: track your score to provoke immediate actions within your team and process to constantly drive your business forward.
Some would say it is brave for a club to ask for its member’s views, we believe it is brave not to ask...
after all it can cost around 6 times more to recruit a new member than it does to retain an existing one!