Roehampton Club, in southwest London, is now using 59Club, the customer service benchmarking and training company, to ensure it maintains service standards. 59Club provides a bespoke ‘performance analysis tool’ enabling clubs to measure and compare standards of customer service, not just against local or chosen competitors but also the country’s top-performing establishments, and Roehampton Club will focus specifically on a series of audits on the golf and events experience.
The benchmarking and training service has already benefited hundreds of PGA members and golf-course operators including Wentworth, Marriott, Stoke Park and Goodwood. 59Club services include a series of mystery shopper recorded enquiry calls and live visits – measuring both the member and prospective member experience and for venues looking to attract more visitors – followed up with regular analysis and training to ensure clubs can identify trends and compare, improve, or maintain, service standards.
Roehampton Club’s chief executive, Marc Newey said, “We are confident that we are meeting the exacting standards our members expect, but it is essential that we are not complacent, and having independent verification of our performance is a useful tool when it comes to personal and group evaluation and a helpful guide to potential training requirements. While being proud of our full membership with a waiting list, we do appreciate how important it is to attract prospective members who are moving to London – one of the most exciting world cities in which to live and play sport.”
Simon Wordsworth (pictured), chief executive at 59Club and a fellow of the PGA added, “We are delighted to be able to welcome such a prestigious club to 59Club, joining an elite group of like-minded membership venues, all constantly striving for exemplary service, and we look forward to a long and mutually beneficial relationship.”