Players 1st Publishes COVID-19 Guest Feedback
New guest survey analysis gives high marks for courses implementing comprehensive measures but also highlights potential problem areas
SCOTTSDALE, AZ ― While many golf courses across the country were closed due to local and state regulations, a significant number of courses utilizing the Players 1st customer experience management platform were able to continue operations, blazing a trail of COVID-19 best practices for others to follow.
Over the past six weeks, Players 1st received over 3,200 COVID-19 survey responses providing deep insights into golfer perceptions around the myriad of new processes and procedures being implemented by courses to provide a safe and enjoyable player experience.
The data has been analyzed in-depth and the results compiled into a comprehensive case study highlighting key findings and recommendations for how golf course operators can successfully navigate their transition to operation in the era of COVID-19.
The study reported a number of key observations:
- In general, golfers were appreciative of the measures implemented by courses, scoring an overall customer satisfaction of 93
- COVID-19 measures have emerged as a key driver of a course’s Net Promoter Score, a measure of word-of-mouth recommendations and a powerful leading indicator of future business performance
- Course policies need to be fundamentally revised, clearly communicated to guests and staff and consistently enforced at all times
- Staff training on new processes is critical to avoid service gaps
The full case study can be downloaded here.
“The data captured from these courses provides a valuable roadmap as courses reopen across the country, ensuring critical best practices are effectively implemented and golfers perceive courses are delivering a safe and enjoyable experience,” said Peter Smith, senior vice president of Players 1st. “In addition, given the sheer number of changes to well-worn policies and procedures, ongoing guest feedback will be essential to monitor and continually improve operational execution and rapidly identify and respond to service gaps.”
About Players 1st Inc.:
Players 1st is the world’s leading supplier of Customer Experience solutions specifically designed to help golf course operators improve business results by providing actionable insights to elevate their player’s experience. Players 1st has forged strategic partnerships with leading national golf associations across Europe and North America, combining their expertise in customer experience management with industry best practices to deliver a powerful, easy to deploy solution for public and private course operators to help them take care of their most important asset – their members and guests.
Players 1st Communications
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