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 measures to express member satisfaction:

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

• 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.