Golfer Engagement – Voice of Golfer
Employee Engagement – Voice of Employee
Market Engagement - Voice of the Market
NGF’s golf engagement services measure the customer experience, engagement of employees and perceptions of golfers in the local market. Golf courses & clubs measure opinions from their golfers/members, employees and the market through the following components:
Voice of Golfer: This component measures customer loyalty. Information gained is local competition, referral rates of customers, loyalty drivers, and customer segments (Diehard, Regular, Infrequent & Transient). Other deliverables include customer satisfaction on key factors, verbatim comments of customers, demographics, lead opportunities, customer contact information and customer origin map. This component is primarily delivered through NGF’s Customer Identification Program, Voice of the Market program and through an existing database of customers that the course or club maintains.
Here’s what some clients are saying about NGF’s Voice of Golfer Program and its impact on improving their performance:
Kris Strauss, Director of Sales and Marketing – OB Sports Golf Management “NGF has directly assisted us with the execution of the Golfer Surveys at a number of the OB Sports-managed courses. Ben’s follow-up and commitment were exceptional throughout the process. His insight and knowledge of results and trends nationwide was spot-on. At the conclusion of this process, he provided very well-written summaries of results that continue to aid our efforts to consistently exceed our guests’ expectations. If you value your customer’s insight, whatsoever and are looking for ways to improve your operation, I highly recommend working with NGF.”
Laura Pinter, National Marketing Coordinator – KemperSports Management “I have worked with NGF for the past three years. Ben knows his job inside and out. He will also go that extra step to get information if needed. If he cannot provide you with the answers immediately, he will let you know and then does his research or whatever is necessary to get you those answers/results. If something has changed within the program, he lets me know immediately, and will take the time to explain why there is this change and what to expect with this new change(s). He is a very smart individual. It is a pleasure working with Ben.”
Tim Melloh, Director of Golf – Seminole Golf Course, Florida State University “We have used the reports to help justify expenses for various improvements. Most recently, we used the report to help justify the need for a GPS system. We find that rounds of golf have increased because we are able to spend more time and effort on the things that are important to our customer. With the survey, we KNOW what those things are and we don’t need to guess.”
Voice of Employee: This component measures employee engagement. Information gained is level of employee engagement, employee satisfaction on key drivers, verbatim comments from employees and recruitment factors. Results are tabulated by department and confidentiality is assured for all respondents through a private system, to ensure trust for the employee that their response can never be tracked to them individually.
Voice of the Market: This component utilizes NGF’s golfer database to measure what the local golf market thinks. Customer loyalty is measured from those who are recent customers. Those who have never played at the golf course are assessed as to their attitudes and opinions about the golf course and their willingness to try the course.
