Satisfaction Benchmarks

In most surveys, members are asked to tell us how satisfied they are about aspects of their club experience using a 5-point scale:

5=Very satisfied

4=Satisfied

3=Neutral (or neither satisfied nor dissatisfied)

2=Dissatisfied

1=Very dissatisfied

We analyze the results using two methods:

Total satisfaction= %Very satisfied + % Satisfied. We measure total satisfaction at a point in time and work with Clubs to reach and maintain 85-90% total satisfaction on most measures.

Weighted average satisfaction: Expressed as an average, it can range from 1.0 to 5.0. The benchmark is 4.0 among users of the service or amenity and indicates that, on average, these members are ‘satisfied’.