2020 OWNER SURVEY RESULTS SUMMARY
EXISTING FACILITIES, OPERATIONS & SERVICES
Activity/Facility Importance As shown on the previous page, all but four of the Resort’s offerings are important to majorities of respondents, and most are important to over 75%. The most important Resort offerings are those rated important by over 90% of respondents. Those are:
Importance & Satisfaction Value Boundary™ Charts for Resort Activities & Facilities The matrices on the next page plot the importance and satisfaction ratings for selected activities and facilities. The goal is for all items to be above the Value Boundary™ Curve (red line), especially those to the far right which are most important to respondents. Activities and facilities below the Curve need improvement in satisfaction based on their relative importance to respondents. Value Boundary™ Curve The curved line displays the satisfaction threshold separating the acceptable and unacceptable ratings for Resort activities and facilities. This line is curved to reflect the higher satisfaction threshold expected for activities and facilities of higher importance to owners. It is derived based on McMahon Community Consultants’ experience at over 2,000 clubs and communities. Quality Drivers (Green Area): Offerings in this area are key drivers of the experience. They are highly important and achieve high satisfaction ratings. Priority Improvements (Red Area): Offerings in this area are highly important, but low satisfaction ratings place them below the Value Boundary™ Curve. They should be targeted for improvement to move them into the Quality Drivers area. Significant Enhancers (Yellow Area): Offerings in this area are of moderate importance, but they have relatively high satisfaction ratings. This allows them to contribute positively to the overall experience. Missed Opportunities (Orange Area): Offerings in this area are of moderate importance, but they have satisfaction ratings that place them below the Value Boundary™ Curve. Improving offerings in this area are lower priority than making improvements to those that fall in the Priority Improvements area.
• Overall Resort Appearance (99%) • Overall Resort Landscaping (98%) • Lot Services (97%) • Guardhouse & Gate (96%) • Appearance of Owners’ Lots (96%) • ES Clubhouse Facilities (92%) • Satellite Restroom/Shower Areas (91%)
Activity/Facility Satisfaction For activities or facilities of highest importance to respondents, McMahon Group recommends that communities achieve satisfaction ratings of 4.0 or higher, with at least 75% of respondents satisfied and no more than 10% dissatisfied. Thus, it is a positive survey result that Outdoor Resort Palm Springs achieves this level of satisfaction for all of the offerings that are of highest importance to respondents.
% Satisfied
% Dissatisfied
Activity/Facility Overall Resort Appearance Overall Resort Landscaping
Mean
4.4 95% 2%
4.5 95% 2%
Lot Services (Trash Pick-Up, Mowing, Irrigation) Guardhouse & Gate
4.0 83% 9%
4.2 88% 3%
Appearance of Owners’ Lots 4.0 83% 5% ES Clubhouse Facilities 4.0 81% 9% Satellite Restroom/ Shower Areas 4.0 79% 7% Only six of the Resort’s offerings received dissatisfaction percentages of 10% or higher: • Administration Services (10% dissatisfied) • Satellite Hot Tubs (12% dissatisfied)
• Main Laundry Facility (27% dissatisfied) • Satellite Laundries (34% dissatisfied) • Dog Relief Areas (45% dissatisfied) • Dining – Espresso Bar (12% dissatisfied)
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