Retention

VALUE YOUR CUSTOMERS

 

Your members are the lifeblood of your club and as the governing body for amateur golf in England, we want to see your club succeed.

 

We commissioned Manchester Metropolitan University Business School to uncover the facts around membership retention.

 

Download the research findings on the right of the page and watch this short video for an introduction to the research from Manchester Metropolitan University. 

 
 

Alongside this guidance document our Club Support Officers and Regional managers have a number of other tools available to support your clubs' retention plans. 

These include:

  • Understanding your Customer Journey 

How easy is it for your potential new members, exiting members and visitors to engage with you?

This template sets out ideas for your own customer journey at your club. Our Club Support officers will support you in devising your own customer journey and ensuring that you not only meet but exceed your customer expectations. 

  • Membership Surveys

Customer feedback surveys are an invaluable tool in helping businesses retain customers, build on existing relationships and start new ones. Ask your customers what they’d love more of, what offers they like and which services they dislike.

England Golf can support the design of customer surveys and/or provide template surveys for use within clubs. Surveys are available in a range of formats from online templates, through Survey Monkey and PDF/hard-copy. 

Or alternatively, we can advise on our preferred partners; Players 1st and 59 Club– who can provide one-off or ongoing scheduled survey support.

  • Knowing your Numbers

Knowing Your Numbers is a document that can be used for a variety of purposes.

Regardless of your level of expertise, this formatted spreadsheet can support you with the basics of inputting key numbers each month through to acting as a reporting tool for management/board meetings.

Capturing, tracking and utilising data on your members and visitors is key to supporting business decisions. Even if a limited amount of data is available, it's worth tracking, as without it, decisions are made blindly without all the facts in view.

We have made a number of these documents available on the right hand section of this page but we encourage you to contact your Club Support Officer to begin work on your retention plan. 

Club Support Officer contact formation can be found here

 
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  • England Golf Trust
  • Sport England
  • Woodhall Spa
  • Get into Golf
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