Satisfaction Benchmarks

For most surveys, members are asked 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 use two primary measures to express and benchmark member satisfaction:

• Total satisfaction = % Very satisfied + % Satisfied. We work with Clubs to reach and maintain 85-90% total satisfaction on most measures.

  • We closely examine the balance between the Very Satisfied and Satisfied percentages.
    Goal: Maintain a Very satisfied percentage that is larger than the Satisfied percentage as barometer of the strength of member sentiment.

• Weighted average satisfaction, which ranges 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’. If the weighted average falls below 4.0, improvement is needed.