The MSat™ (Member Satisfaction Metric)…

Overall member experience with the Club or a specific activity:

“Overall, [CLUB] delivers an experience that meets or exceeds my expectations.” (Strongly agree - Strongly disagree)

…and its primary components:

  • Facilities: “Please rate your overall satisfaction with [Club’s] facilities and amenities.”
  • Service: “Please rate your overall satisfaction with the quality of service.”
  • Programming: “Please rate your overall satisfaction with the range and quality of Club programming.”

…is a composite measure derived from the following:

The resulting scores from each area are used derive the composite MSat™ score, with these weights:

Overall member experience: 40%
Service: 15%
Facilities: 15%
Programming: 15%
Management and Governance: 15%

Component scores are then converted to a 100-point scale. The benchmark/threshold score is 80/100.

Each department can be scored similarly to create a department MSat™.

Example: Golf
  • Overall Golf experience: “Overall, [CLUB] consistently delivers a golf experience that meets or exceeds my expectations.” 
  • Service: “Please rate your overall satisfaction with the level of service provided by the golf staff.”
  • Facilities: “Please rate your overall satisfaction with the golf facilities including the golf courses, the practice ranges, etc.”
  • Programming: “Please rate your overall satisfaction with golf programming."