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It is now September and the summer has flown by. For many of your golf course's the season will start to wind down in the next few weeks. Do you know how your customers have felt about your facility this year? Have you asked them for any feedback during the season?
Ongoing Feedback:
On going feedback from your customers is an important part of growing your business. How can you meet the needs and/or expectations of your guests if you do not know what they are?
If you have not asked your customers their opinion monthly throughout your busy season this is something you should plan to do next year. Add some time into your planning process and some dollars into your budget for customer feedback collection in 2016. This can be as simple as a few yes or no questions and open ended comments sent by email to your golfers after they play. Technology is your friend for easy data collection.
Year End Survey:
Whether you collect feedback from your customers all season long or not, a year end survey is still a good idea. The results can help you shape your planning and budgeting for next year.
The key to a good year end survey is to not only get feedback about your facility, golf course, restaurant etc. from an operations perspective but also to try to find out how your golfers/diners 'feel' when they are at your facility. What makes them want to come back? How do they feel about your staff? What do they tell other people about their experience?
This type of feedback is harder to solicit and harder to analyze than simple yes/no or ranking questions, but it is important to gage your success. In the age of digital word of mouth how your customers truly feel when they visit your facility and interact with your staff is just as important as good greens and tees.
This week you should start planning for your Year End Survey.
If you would like to chat more about Customer Feedback give us a call at 604-506-2226. We can help you create a survey and provide support on the digital tools used to execute it. We can also administer a survey for you and provide a report of the results.
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