Customer service satisfaction and benchmarking firm 59club have announced that they will further extend their complimentary offering amid the global COVID-19 pandemic, as 59club help golf managers, retailers, golf pro’s, F&B operators, leisure and spa businesses and hoteliers alike, make the right choices and provide the right options for its customers and staff.
59club’s ‘We are in this together’ Campaign, has seen the interactive Golftell Member Communication app and newly released survey templates that reflect the current situation facing the hospitality and tourism industry, added to their existing complementary offering, all free of charge through May 31, 2020.
“These are extraordinary times. Many managers are trying to figure what, if any, services should still be available, and what people will want when you re-open” said Simon Wordsworth, founder of 59club.
“Customers will remember those who took the time to touch base with them, to ascertain their needs and wants during the unprecedented time when they knew you were simply hoping to remain open, and latterly during the challenge of being forcibly closed.
“Navigating unchartered waters and relying only on substandard communication tools like social media and non-reply emails does a disservice to the manager, staff, their members and guests. We want our friends and colleagues in the tourism and hospitality industries to have everything they need to weather this storm.”
Please visit www.59club.com and follow the COVID-19 actions to instigate your FREE license, any additional support can be directed to your local 59club division who are waiting to help!
1. My59 Metrics
My59 Metrics is an analytical platform that provides comparable data around the industry’s operating rates, such as gross profit, turnover, membership revenue & attrition, purchasing rates, stock levels, average monthly sales, payroll, staffing levels – and many other variables.
All data entries remain anonymous to anyone other than the club’s sole key account holder. It is able to generate comparable data against venues of a similar nature, allowing you and PGA Professionals to make decisions around your financial operations. Venues can filter the results by business style (private, resort, etc), by county/region, by venue size (number of holes) and by course style (parkland, heathland etc). Additional functionality is available within a premium licence.
2. Golftell Communication App
The interactive Golftell Member Communication app creates a new channel for members to privately communicate directly with golf businesses’ management, with the ability to provide as much or as little feedback as the member wishes to supply. During times of closure, the app can be used to reflect on previous experiences and communicate on any matter relating to the organisation for when normality resumes.
The app channels member feedback within the following areas: course condition, food quality, general facilities and customer service levels, applying an average rating of great, good, average or poor which contributes towards the clubs own satisfaction rating as well as adding into the industry-wide data pool.
3. Survey Tools
The survey tools assist PGA Members to glean feedback from its customers, members and staff amid the current crisis at specific times when the facility continues its limited offerings, at times when the offering/operation is forcibly closed, during the clubs renewal process, when dealing with membership cancellations and in the run-up to the club/facilities reopening.
The templates contain a bank of pre-set questions already available within the platform, enabling adaptation of the survey to create tailored questions. Built in demographic filters, allow further analysis based on member age, gender, membership category and status, playing frequency and location, making feedback easy to manage and segment.