P R I V A T E C L U B P L A N N E R S & C O N S U L T A N T S ®
MEMBERSHIP SURVEY REPORT
OUTDOOR RESORT PALM SPRINGS
Palm Springs, California May 2020
McMahon Group, Inc. 670 Mason Ridge Center Drive • Suite 220 St. Louis, MO 63141 314.744.5040 McMahonGroup.com PREPARED BY:
T H E S O U R C E F O R P R I V A T E C L U B E X C E L L E N C E ™
M E MB E R S H I P S U R V E Y R E P OR T OUTDOOR RESORT PALM SPRINGS
INTRODUCTION
In March 2020 the Membership Survey was sent to the Resort’s 2,000 Members (two surveys per household). A total of 891 Members completed surveys, for an overall response rate of 45%. Of the Resort’s 1,213 total households, 603 completed at least one survey, for a household participation rate of 50%. These response rates are very good and provide an accurate representation of the entire membership. For “mean” values most results will be within a +/- 0.1 range of error with a 95% level of confidence. That is, chances are 19 out of 20 that if all Members completed and returned their surveys, the means would differ from the sample results by no more than +/- 0.1. For example, a mean rating of 3.7 would have a range of error from 3.6 to 3.8. Regarding percentage responses, chances are 19 out of 20 that if all Members completed and returned their surveys, the findings would differ from the sample results by no more than +/- 2 percentage points. For example, a percentage response of 45% would have a range of error from 43% to 47%.
This survey report is divided into the following sections:
Executive Summary – A summary of key survey results. Results / Analysis – McMahon Group’s question-by-question analysis and interpretation of the survey results. Where possible, the survey results are compared to the McMahon Group’s database of survey results from other communities and private clubs located within residential communities. Data Tables – Detailed data tables for each survey question cross tabulated by age group, gender, tenure of lot ownership, residence status in the area and whether or not respondents are dog owners. Written Comments – The transcribed written responses to the open-ended questions on the survey. Questionnaire – A copy of the survey.
Focus Group Report – Summaries of focus groups conducted prior to survey development.
The McMahon Group thanks all Members who took the time to complete the survey. The results provide the Resort’s leadership and management with statistical data and written comments to make improvements in the future in the best interest of the Resort and its membership.
Respectfully submitted,
William P. McMahon Chairman
M E MB E R S H I P S U R V E Y R E P OR T OUTDOOR RESORT PALM SPRINGS
EXECUTIVE SUMMARY
E X I S T I N G F A C I L I T I E S , O P E R A T I O N S & S E R V I C E S
O V E R A L L S A T I S F A C T I O N A N D V A L U E
Overall Satisfaction
Percent
60%
Overall member satisfaction at Outdoor Resort Palm Springs is close to average compared to other private clubs and communities. Eighty-five percent of respondents are satisfied or very satisfied with Outdoor Resort, compared to an average of 83% at other clubs/communities.
53%
48%
50%
Outdoor Resort
Other Clubs/Communities*
40%
35%
32%
30%
20%
10%
9%
10%
5%
5%
2%
1%
0%
Very Satisfied Satisfied
Neutral
Dissatisfied Very Dissatisfied
* Other private clubs and communities
Receive Good Value for MonthlyCost
Percent
Sixty-eight percent of respondents agree or strongly agree they receive good value for their monthly HOA assessment and fees, which is close to the average of 65% at other private clubs and communities. Only 9% disagree or strongly disagree, compared to and average of 15% at other clubs/communities.
60%
52%
50%
45%
Outdoor Resort
Other Clubs/Communities*
40%
30%
23%
20%
20%
20%
16%
12%
8%
10%
3%
1%
0%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
*Other private clubs and communities
Membership Survey Report Outdoor Resort Palm Springs May 2020
A C T I V I T Y & F A C I L I T Y I M P O R T A N C E / S A T I S F A C T I O N Using a rating scale from 5 (very important/very satisfied) to 1(very unimportant/very dissatisfied), respondents were asked to rate the importance of various Resort activities and facilities and their satisfaction with each.
Importance
Satisfaction
% Rating Important
Mean Rating
% Rating Unimportant
Mean Rating
% Satisfied
% Dissatisfied
Activities and Facilities
Overall Resort Appearance
4.7
99%
0%
4.4
95%
2%
Overall Resort Landscaping
4.7
98%
0%
4.5
95%
2%
Lot Services (trash pick-up, mowing, irrigation)
4.6
97%
1%
4.0
83%
9%
Guardhouse and Gate
4.6
96%
0%
4.2
88%
3%
Appearance of owners’ lots
4.5
96%
0%
4.0
83%
5%
ES Clubhouse Facilities
4.4
92%
1%
4.0
81%
9%
Appearance of owners’ RV’s
4.3
89%
1%
3.8
75%
9%
Administration Services
4.3
87%
1%
3.7
70%
10%
ES Clubhouse Swimming Pool
4.3
86%
3%
4.0
81%
7%
LP Clubhouse Facilities
4.3
86%
1%
3.9
77%
9%
LP Clubhouse Swimming Pool
4.3
84%
3%
4.0
80%
4%
ES Owners’ Lounge
4.2
83%
4%
4.2
88%
2%
Golf
4.3
81%
7%
4.3
84%
2%
Resort Social Events
4.1
80%
4%
4.0
75%
6%
Fitness
4.1
78%
5%
4.0
78%
3%
Main Laundry Facility
4.1
76%
6%
3.2
45%
27%
Dining (Bella Roma)
4.0
75%
6%
4.0
75%
5%
Maintenance Yard
4.0
74%
3%
3.6
58%
9%
Convenience Store
3.9
74%
5%
4.0
77%
2%
Golf Shack Area
4.0
73%
7%
4.1
81%
2%
Pickleball
3.8
63%
12%
3.9
66%
4%
Dog Relief Areas
3.7
59%
19%
2.6
22%
45%
Tennis
3.4
42%
19%
3.6
47%
3%
Hair Salon
3.2
37%
22%
3.7
48%
2%
Dining (Marge’s Snack Bar)
3.1
32%
24%
3.3
36%
12%
Satellite Areas Restroom/Shower Areas
4.5
91%
2%
4.0
79%
7%
Swimming Pools
4.5
89%
2%
4.0
81%
6%
Hot Tubs
4.4
84%
4%
3.8
72%
12%
Laundries
4.3
82%
4%
3.2
48%
34%
Tennis Courts
3.4
44%
16%
3.6
51%
4%
2
Membership Survey Report Outdoor Resort Palm Springs May 2020
Activity/Facility Importance As shown on the previous page, all but four of the Resort 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: • 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, the McMahon Group recommends that clubs and 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 member satisfaction for all of the offerings that are of highest importance to respondents.
Satisfaction
Activity/Facility
Mean Rating
% Satisfied
% Dissatisfied
Overall Resort Appearance
4.4
95%
2%
Overall Resort Landscaping
4.5
95%
2%
Lot Services (trash pick-up, mowing, irrigation)
4.0
83%
9%
Guardhouse and Gate
4.2
88%
3%
Appearance of owners’ lots
4.0
83%
5%
ES Clubhouse Facilities
4.0
81%
9%
Restroom/Shower Areas
4.0
79%
7%
Only five 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) Importance/Satisfaction Matrices The matrices on the following pages plot the importance and satisfaction ratings for the various Resort offerings, with the following explanations of the four areas of the matrices and the Value Boundary™ Curve. 1. Quality Drivers. Upper right area. Activities/facilities in this area are key drivers of the membership experience. These activities/facilities are highly important to members, and they also achieve high satisfaction ratings.
3
Membership Survey Report Outdoor Resort Palm Springs May 2020
2. Priority Improvements. Lower right area. Activities/facilities in this area are highly important to members, but lower satisfaction ratings place them below the Value Boundary™. These activities/facilities should be targeted for improvement to move them to the Quality Drivers area. 3. Significant Enhancers. Upper left area. Activities/facilities in this area are of moderate importance to members, but have relatively high satisfaction ratings, which allow them to contribute positively to the overall membership experience 4. Missed Opportunities. Lower left area. Activities/facilities in this area are of lower or moderate importance to members, but have satisfaction ratings that place them below the Value Boundary™. Improvements to activities/facilities in this area would increase member satisfaction and cause them to become Significant Enhancers to the membership experience. Improvements to activities/facilities in this area are lower priority than making improvements to activities or facilities that fall in the Priority Improvements area. Value Boundary™ Curve. This curved line displays the satisfaction excellence threshold separating the upper and lower quadrants. This line is curved to reflect the higher satisfaction threshold attributed to activities or facilities of higher importance to the membership, and is derived based on the McMahon Group’s experience at over 1,000 private clubs and communities.
GENERAL RESORT FACILITIES, AMENITIES AND SERVICES
4
Membership Survey Report Outdoor Resort Palm Springs May 2020
DINING, SOCIAL AND RETAIL ACTIVITIES
5
Membership Survey Report Outdoor Resort Palm Springs May 2020
RECREATION FACILITIES AND ACTIVITIES
6
Membership Survey Report Outdoor Resort Palm Springs May 2020
SUMMARY OF MATRICES
Significant Enhancers
Quality Drivers
Convenience Store
Overall Resort Landscaping Overall Resort Appearance
Hair Salon Pickleball
Guardhouse & Gate Lot Services Appearance of Lots Restrooms/Showers ES Owners’ Lounge
ES Clubhouse Social Events Golf Shack Area ES Clubhouse Dining – Bella Roma Satellite Swimming Pools Golf Clubhouse Swimming Pools Fitness
Missed Opportunities
Priority Improvements Appearance of RV’s Administration Services
Dog Relief Areas
Dining – Marge’s Snack Bar
Tennis
Main Laundry
Satellite Tennis Courts
Satellite Laundries Maintenance Yard LP Clubhouse Satellite Hot Tubs
F U T U R E A N D S T R A T E G I C I S S U E S
R E C O M M E N D O U T D O O R R E S O R T Ninety percent of respondents agree they would recommend lot ownership at Outdoor Resort Palm Springs to their friends and associates, 6% are neutral and only 4% disagree. The following are comments provided by respondents as to why they would or would not recommend Outdoor Resort: Reasons Would Not Recommend • As a new owner I would say that the inconsistent application of rules has been a source of stress and puzzlement. • HOA's continue to increase with no appreciable benefits and the resort continues to cater to dog owners at the cost and destruction of the landscape. • Use to be 5 Star resort, but current & past leadership has ruined that. If it is not improved or maintained in a high-class status then we are out of here! • Friends have looked here but unfortunately the few old rigs were a bit of a turn off perpetuating a bad image of the lifestyle. • Until the resort addresses the issues of unclean entry to laundry facilities, club houses, swimming pools, and improve communication between owners and the administration I can't recommend anyone to purchase here.
7
Membership Survey Report Outdoor Resort Palm Springs May 2020
Reasons Would Recommend • One of the nicest resorts in the country with a perfect mix of weather, location, amenities and affordability. • This is the best RV resort in the South West. Nothing better in CA, NV or AZ. • Active, friendly, social, financially stable and well managed. • Beautiful resort, friendly, always enjoy the view coming thru the park, feel very safe, everyone greeting each other with a good morning, aren't we lucky to live here. C L U B H O U S E F A C I L I T I E S Sixty-nine percent of respondents feel that at least some LP Clubhouse improvements are needed and 31% feel the facilities are fine as they are. Fifty-seven percent of respondents feel that at least some ES Clubhouse improvements are needed and 43% feel the facilities are fine as they are. P O T E N T I A L F U T U R E I M P R O V E M E N T S Respondents were asked to rate the importance of a variety of potential future improvements. Shown below are the potential improvements and the percentages of respondents rating each as “important” and “unimportant” (neutral responses are not shown):
% Rating Important
% Rating Unimportant
Potential Improvements
Add a pet park
61%
26%
Upgrade the interior appearance of the LP Clubhouse
43%
24%
Upgrade the appearance of the Bella Roma restaurant
43%
23%
Add a bar area (indoor & outdoor) at the Bella Roma restaurant Upgrade the general exterior maintenance of the landscaping, signage, roads, etc. Create a 19 th Hole casual restaurant with an attractive bar at the ES Clubhouse Purchase well-located lots if and when they become available for adding future Resort facilities/activities
43%
30%
40%
28%
39%
37%
39%
33%
Upgrade the interior appearance of the ES Clubhouse
35%
29%
Create an outdoor bar at ES
35%
39%
Add more space for meetings and activities such as crafts, painting, lapidary, woodworking, sewing, etc.
32%
33%
Add bocce courts
32%
39%
Create an outdoor kitchen area at ES
29%
40%
Add spa and massage services
28%
44%
Add a fitness group exercise room
26%
39%
Provide an all-sports pro shop at the ES Clubhouse in conjunction with the starter shack or other facilities to provide balls, equipment and other accessories
17%
56%
8
Membership Survey Report Outdoor Resort Palm Springs May 2020
Some of the potential improvements are more important to specific segments of respondents than they are to the entire respondent base:
% All Rating Important
Potential Improvements
Elevated Importance Percentages
% of Group Rating Important
Group
Add a pet park
61%
Dog owners
86%
Upgrade Bella Roma restaurant
43%
Under age 56
51%
Add an indoor/outdoor bar area at Bella Roma restaurant
43%
Purchased lot last 5 years
50%
Under age 56
41%
Create outdoor bar at ES
35%
Ages 56 to 65
48%
Purchased lot last 5 years
45%
Women
33%
Add fitness group exercise room
26%
Purchased lot last 5 years
34%
Under age 56
45%
Create 19 th Hole at ES Clubhouse
39%
Ages 56 to 65
51%
Purchased lot last 5 years
47%
Under age 56
33%
Ages 56 to 65
37%
Add spa and massage services
28%
Women
32%
Purchased lot last 5 years
33%
S T R A T E G I C I S S U E S Respondents were asked to rate their agreement with several statements related to the Resort’s facilities:
% Agree
% Neutral
% Disagree
Statement
It is important for the Resort to enhance and maintain its facilities in order to attract new owners and maintain property values
87%
9%
4%
To reduce operating costs, the Resort should convert all non-golf course grass areas in the Resort to artificial turf To reduce operating costs, the Resort should require all lot owners to convert to artificial turf or decomposed granite (DG) The Resort should investigate an alternative mailbox system to free-up space in the clubhouse mail rooms for other uses
26%
19%
55%
23%
15%
62%
14%
32%
54%
9
S U R V E Y R E P O R T
R E S U L T S A N D A N A L Y S I S
OUTDOOR RESORT PALM SPRINGS
T A B L E O F C O N T E N T S
Section
Page
Section I.
General and Strategic Issues ...............................................................1
Section II.
Clubhouse Facilities..........................................................................15
Section III.
Dining ...............................................................................................17
Section IV.
Social Activities ................................................................................20
Section V.
Golf ...................................................................................................22
Section VI.
Tennis ...............................................................................................24
Section VII.
Pickleball ..........................................................................................26
Section VIII. Fitness ...............................................................................................26
Section IX.
Potential Future Improvements.........................................................27
Section X.
About You.........................................................................................30
M E MB E R S H I P S U R V E Y R E P OR T OUTDOOR RESORT PALM SPRINGS
RESULTS AND ANALYSIS
The following is a summary of the survey results and McMahon Group’s interpretation of the results:
S E C T I O N I . G E N E R A L A N D S T R A T E G I C I S S U E S
Approximate number of respondents to questions in this section: 885
Question 1. Please indicate your overall satisfaction with Outdoor Resort Palm Springs:
Overall Satisfaction
Outdoor Resort Palm Springs Other Clubs*
Very Satisfied
32%
35%
Satisfied
53%
48%
Neutral
9%
10%
Dissatisfied
5%
5%
Very Dissatisfied
1%
2%
Overall Satisfaction
Percent
60%
53%
48%
50%
Outdoor Resort
Other Clubs/Communities*
40%
35%
32%
30%
20%
10%
9%
10%
5%
5%
2%
1%
0%
Very Satisfied Satisfied
Neutral
Dissatisfied Very Dissatisfied
* Other private clubs and communities
Membership Survey Report Outdoor Resort Palm Springs May 2020
Overall member satisfaction at Outdoor Resort Palm Springs is close to average compared to other private clubs and communities. Eighty-five percent of respondents are satisfied or very satisfied with Outdoor Resort, compared to an average of 83% at other clubs/communities. Thirty-two percent of respondents are very satisfied, which is slightly below the average of 35% at other clubs and communities.
Question 2. Please respond to the following statement: “I receive good value for the monthly HOA assessment and fees at Outdoor Resort Palm Springs.”
Value Received
Outdoor Resort Palm Springs
Other Clubs*
Strongly Agree
16%
20%
Agree
52%
45%
Neutral
23%
20%
Disagree
8%
12%
Strongly Disagree
1%
3%
Receive Good Value for MonthlyCost
Percent
60%
52%
50%
45%
Outdoor Resort
Other Clubs/Communities*
40%
30%
23%
20%
20%
20%
16%
12%
8%
10%
3%
1%
0%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
*Other private clubs and communities
Sixty-eight percent of respondents agree or strongly agree they receive good value for their monthly HOA assessment and fees, which is close to the average of 65% at other private clubs and communities. Only 9% disagree or strongly disagree, compared to and average of 15% at other clubs/communities.
2
Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 3. Please indicate how important each of the following Resort offerings is to you and also how satisfied you are with each. (5=Very Important, 1=Very Unimportant) / (5=Very Satisfied, 1=Very Dissatisfied)
Importance
Satisfaction
% Rating Important
Mean Rating
% Rating Unimportant
Mean Rating
% Satisfied
% Dissatisfied
Activities and Facilities
Overall Resort Appearance
4.7
99%
0%
4.4
95%
2%
Overall Resort Landscaping
4.7
98%
0%
4.5
95%
2%
Lot Services (trash pick-up, mowing, irrigation)
4.6
97%
1%
4.0
83%
9%
Guardhouse and Gate
4.6
96%
0%
4.2
88%
3%
Appearance of owners’ lots
4.5
96%
0%
4.0
83%
5%
ES Clubhouse Facilities
4.4
92%
1%
4.0
81%
9%
Appearance of owners’ RV’s
4.3
89%
1%
3.8
75%
9%
Administration Services
4.3
87%
1%
3.7
70%
10%
ES Clubhouse Swimming Pool
4.3
86%
3%
4.0
81%
7%
LP Clubhouse Facilities
4.3
86%
1%
3.9
77%
9%
LP Clubhouse Swimming Pool
4.3
84%
3%
4.0
80%
4%
ES Owners’ Lounge
4.2
83%
4%
4.2
88%
2%
Golf
4.3
81%
7%
4.3
84%
2%
Resort Social Events
4.1
80%
4%
4.0
75%
6%
Fitness
4.1
78%
5%
4.0
78%
3%
Main Laundry Facility
4.1
76%
6%
3.2
45%
27%
Dining (Bella Roma)
4.0
75%
6%
4.0
75%
5%
Maintenance Yard
4.0
74%
3%
3.6
58%
9%
Convenience Store
3.9
74%
5%
4.0
77%
2%
Golf Shack Area
4.0
73%
7%
4.1
81%
2%
Pickleball
3.8
63%
12%
3.9
66%
4%
Dog Relief Areas
3.7
59%
19%
2.6
22%
45%
Tennis
3.4
42%
19%
3.6
47%
3%
Hair Salon
3.2
37%
22%
3.7
48%
2%
Dining (Marge’s Snack Bar)
3.1
32%
24%
3.3
36%
12%
Satellite Areas Restroom/Shower Areas
4.5
91%
2%
4.0
79%
7%
Swimming Pools
4.5
89%
2%
4.0
81%
6%
Hot Tubs
4.4
84%
4%
3.8
72%
12%
Laundries
4.3
82%
4%
3.2
48%
34%
Tennis Courts
3.4
44%
16%
3.6
51%
4%
3
Membership Survey Report Outdoor Resort Palm Springs May 2020
Activity/Facility Importance As shown on the previous page, all but four of the Resort 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: • 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, the McMahon Group recommends that clubs and 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 member satisfaction for all of the offerings that are of highest importance to respondents.
Satisfaction
Activity/Facility
Mean Rating
% Satisfied
% Dissatisfied
Overall Resort Appearance
4.4
95%
2%
Overall Resort Landscaping
4.5
95%
2%
Lot Services (trash pick-up, mowing, irrigation)
4.0
83%
9%
Guardhouse and Gate
4.2
88%
3%
Appearance of owners’ lots
4.0
83%
5%
ES Clubhouse Facilities
4.0
81%
9%
Restroom/Shower Areas
4.0
79%
7%
Only five 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) Importance/Satisfaction Matrices The matrices on the following pages plot the importance and satisfaction ratings for the various Resort offerings, with the following explanations of the four areas of the matrices and the Value Boundary™ Curve. 1. Quality Drivers. Upper right area. Activities/facilities in this area are key drivers of the membership experience. These activities/facilities are highly important to members, and they also achieve high satisfaction ratings.
4
Membership Survey Report Outdoor Resort Palm Springs May 2020
2. Priority Improvements. Lower right area. Activities/facilities in this area are highly important to members, but lower satisfaction ratings place them below the Value Boundary™. These activities/facilities should be targeted for improvement to move them to the Quality Drivers area. 3. Significant Enhancers. Upper left area. Activities/facilities in this area are of moderate importance to members, but have relatively high satisfaction ratings, which allow them to contribute positively to the overall membership experience 4. Missed Opportunities. Lower left area. Activities/facilities in this area are of lower or moderate importance to members, but have satisfaction ratings that place them below the Value Boundary™. Improvements to activities/facilities in this area would increase member satisfaction and cause them to become Significant Enhancers to the membership experience. Improvements to activities/facilities in this area are lower priority than making improvements to activities or facilities that fall in the Priority Improvements area. Value Boundary™ Curve. This curved line displays the satisfaction excellence threshold separating the upper and lower quadrants. This line is curved to reflect the higher satisfaction threshold attributed to activities or facilities of higher importance to the membership, and is derived based on the McMahon Group’s experience at over 1,000 private golf and country clubs.
GENERAL RESORT FACILITIES, AMENITIES AND SERVICES
5
Membership Survey Report Outdoor Resort Palm Springs May 2020
DINING, SOCIAL AND RETAIL ACTIVITIES
6
Membership Survey Report Outdoor Resort Palm Springs May 2020
RECREATION FACILITIES AND ACTIVITIES
7
Membership Survey Report Outdoor Resort Palm Springs May 2020
SUMMARY OF MATRICES
Significant Enhancers
Quality Drivers
Convenience Store
Overall Resort Landscaping Overall Resort Appearance
Hair Salon Pickleball
Guardhouse & Gate Lot Services Appearance of Lots Restrooms/Showers ES Owners’ Lounge
ES Clubhouse Social Events Golf Shack Area ES Clubhouse Dining – Bella Roma Satellite Swimming Pools Golf Clubhouse Swimming Pools Fitness
Missed Opportunities
Priority Improvements Appearance of RV’s Administration Services
Dog Relief Areas
Dining – Marge’s Snack Bar
Tennis
Main Laundry
Satellite Tennis Courts
Satellite Laundries Maintenance Yard LP Clubhouse Satellite Hot Tubs
8
Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 4. The following are Outdoor Resort’s Vision Statement, Mission Statement and Core Values:
Vision Statement: We strive to be a Premier RV Resort with excellent facilities, activities and amenities, creating a positive social culture for all.
Mission Statement: To enhance quality of life and foster a sense of community while maintaining excellent services through financially stable operations.
Core Values: Integrity. Innovation. Mutual Respect. Community Participation and Cooperation. Inclusivity.
A. Please indicate your satisfaction with the Vision Statement, Mission Statement and Core Values:
Statement Satisfaction
%
Very Satisfied
28%
Satisfied
53%
Neutral
13%
Dissatisfied
5%
Very Dissatisfied
1%
Overall, 81% of respondents are satisfied or very satisfied with the Vision Statement, Mission Statement and Core Values and only 6% are dissatisfied or very dissatisfied.
B. Please provide any comments you have regarding Outdoor Resort’s Vision Statement, Mission Statement or Core Values or any suggestions you have as to how they could be improved: Among the comments found in the Written Comments section of this report include: • Badly need a dog area. The dogs are ruining the landscaping. • This is the first I've seen this. Need more visibility of it. I don't see a lot of mutual respect and consistent application of rules. • Overall, the Resort is above the norm. But, to state that it is a 5 Star facility is wishful thinking. • I think we have met and continue to meet those goals. It is important to keep the balance between the value of the amenities and the cost of those amenities so we don’t price ourselves out of the very people we wish to serve. • There seems to be more talk about wording and a lack of action on the items that are needed to make the vision possible. • As far as "words" go, these are good statements. But whether we are actually striving to achieve the meaning behind these statements is questionable. • You are on the right track and it will take time.
9
Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 5. Please indicate how important each of the following were to you in your original decision to buy a lot in the Resort: (5=Very Important, 1=Very Unimportant)
Mean Rating
% Rating Important
% Rating Unimportant
Original Decision to Buy a Lot
Landscape appearance
4.7
99%
0%
Overall Resort appearance
4.7
98%
0%
Resort security
4.6
96%
0%
Weather
4.5
95%
1%
Swimming pools
4.5
93%
1%
Friendly owners
4.4
91%
1%
Clubhouses
4.3
90%
1%
Monthly HOA assessments
4.3
89%
2%
Satellite facilities
4.3
89%
2%
Lot purchase cost
4.2
84%
3%
Golf
4.2
78%
7%
Social Activities
4.1
79%
5%
Fitness
4.1
77%
3%
Dining
3.8
64%
8%
Friends that were owners
3.8
61%
9%
Pickleball
3.7
54%
14%
Location in Cathedral City
3.6
52%
11%
Miscellaneous Clubs within the Resort
3.5
53%
12%
Tennis
3.3
37%
20%
Card playing
3.1
30%
24%
The most important factors to respondents when making their original decision to purchase a lot were the overall appearance of the resort, the appearance of the landscaping, security, the weather, the swimming pools, the friendly owners and the clubhouses. The table on the following page compares the importance of the various factors to two groups: respondents who have been owners for five years or less and those who have been owners for more than five years. Factors of somewhat higher importance (by at least eight percentage points) to owners who have purchased in the last five years include the lot purchase cost, social activities, fitness, pickleball, the location in Cathedral City and the miscellaneous clubs within the resort. Dining was somewhat less important to those who have purchased in the last five years than it was to those who have owned their lots for more than five years.
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Membership Survey Report Outdoor Resort Palm Springs May 2020
% Rating Important
Member 5 Years Or Less
Member More Than 5 Years
Original Decision to Buy a Lot
Landscape appearance
98%
97%
Overall Resort appearance
99%
98%
Resort security
97%
94%
Weather
98%
92%
Swimming pools
93%
93%
Friendly owners
92%
88%
Clubhouses
92%
87%
Monthly HOA assessments
89%
88%
Satellite facilities
89%
88%
Lot purchase cost
89%
79%
Golf
78%
79%
Social Activities
84%
76%
Fitness
82%
72%
Dining
62%
76%
Friends that were owners
61%
63%
Pickleball
67%
39%
Location in Cathedral City
55%
48%
Miscellaneous Clubs within the Resort
57%
49%
Tennis
35%
41%
Card playing
33%
28%
Question 6 A. Please respond to the following statement: “I would recommend lot ownership at Outdoor Resort Palm Springs to my friends and associates.”
Recommend Ownership
%
Strongly Agree
50%
Agree
40%
Neutral
6%
Disagree
3%
Strongly Disagree
1%
It is a very positive survey result that 90% of respondents agree or strongly agree they would recommend ownership at Outdoor Resort to their friends and associates and only 4% disagree.
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Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 6 B. If you would not recommend the Resort to others, what are your reasons? Or, if you would recommend the Resort to others, what is the first thing you would mention to them as a reason for purchasing a lot? Reasons Would Not Recommend • As a new owner I would say that the inconsistent application of rules has been a source of stress and puzzlement. • HOA's continue to increase with no appreciable benefits and the resort continues to cater to dog owners at the cost and destruction of the landscape. • Use to be 5 Star resort, but current & past leadership has ruined that. If it is not improved or maintained in a high-class status then we are out of here! • Friends have looked here but unfortunately the few old rigs were a bit of a turn off perpetuating a bad image of the lifestyle. • Until the resort addresses the issues of unclean entry to laundry facilities, club houses, swimming pools, and improve communication between owners and the administration I can't recommend anyone to purchase here. Reasons Would Recommend • One of the nicest resorts in the country with a perfect mix of weather, location, amenities and affordability. • This is the best RV resort in the South West. Nothing better in CA, NV or AZ. • Active, friendly, social, financially stable and well managed. • Beautiful resort, friendly, always enjoy the view coming thru the park, feel very safe, everyone greeting each other with a good morning, aren't we lucky to live here.
Question 7. Please indicate your satisfaction with these characteristics of the Resort’s current Board of Directors, Committees and Management: (5=Very Satisfied, 1=Very Dissatisfied)
Mean Rating
% Satisfied
% Dissatisfied
Governance/Management Satisfaction
Board of Directors Financial oversight
3.5
57%
15%
Overall performance of Board
3.5
58%
18%
Communication with membership
3.5
58%
20%
Degree to which Board is representative of membership
3.2
42%
25%
Responsiveness to member comments & suggestions
3.1
39%
28%
Committees (i.e., Planning, Finance, A&A, Safety & Security, Activities, etc.) Opportunity to serve on committees
3.7
63%
3%
Effectiveness of Resort committees
3.6
58%
11%
General Resort Management Management effectiveness
3.4
56%
19%
Ability to build effective management team
3.3
44%
20%
Responsiveness to member comments and suggestions
3.2
40%
25%
12
Membership Survey Report Outdoor Resort Palm Springs May 2020
Overall, 58% of respondents are satisfied with the performance of the Board of Directors and 18% are dissatisfied. Similarly, 56% of respondents are satisfied with the effectiveness of Resort management and 19% are dissatisfied. The lowest ratings are for the degree to which the Board is representative of the membership (25% dissatisfied), the responsiveness of the Board (28% dissatisfied) and the responsiveness of management (25% dissatisfied). As shown in the chart below, all of the ratings for the Board and management are somewhat below the average ratings from other Clubs and communities, while the committee ratings are above the McMahon Group averages.
Governance & Management Satisfaction
Governance/Mgt Aspect
3.7
Committees - Opportunity to Serve
3.5
3.6
Committees - Effectiveness
3.5
3.5
Board - Financial Oversight
3.6
3.5
Board - Communication
3.7
3.5
Board - Overall Performance
3.7
3.4
Management - Effectiveness
3.8
3.2
Management - Responsiveness
3.6
3.2
Board - Representative
3.3
Outdoor Resort
Other Clubs/Communities*
3.1
Board - Responsiveness
3.3
1
2
3
4
Mean Rating (5=Very Satisfied, 1=Very Dissatisfied)
* Other private clubs and communities
13
Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 8. Please indicate your satisfaction with the following aspects of existing communications at the Resort: (5=Very Satisfied, 1=Very Dissatisfied)
Mean Rating
% Satisfied
% Dissatisfied
Communication Aspects
E-mail Communications (Constant Contact)
Information/content
4.1
83%
6%
Timeliness of information/content
4.0
79%
7%
Resort Website
Information/content
3.8
73%
7%
Usefulness to you
3.8
68%
7%
Ease of navigation
3.7
68%
9%
Timeliness/updating of information/content
3.7
68%
10%
Digital Signage
Clear and easy to read information
3.9
72%
2%
Timeliness of information/content
3.8
71%
4%
Bulletin Board Posters
Clear and easy to read information
3.8
73%
4%
Timeliness of information/content
3.8
70%
5%
Monthly Calendar (also available on website)
Clear and easy to read information
4.1
86%
4%
Timeliness of information/content
4.0
83%
4%
Oracle
Clear and easy to read information
4.3
89%
2%
Timeliness of information/content
4.2
87%
2%
Other Ability of members to communicate to the Resort and provide feedback
3.4
50%
19%
Respondents are well satisfied with most aspects of communications at Outdoor Resort. The only elevated dissatisfaction percentage (above 10%) is for the ability of members to communicate to the Resort and provide feedback, with 19% dissatisfied.
14
Membership Survey Report Outdoor Resort Palm Springs May 2020
S E C T I O N I I . C L U B H O U S E F A C I L I T I E S
Approximate number of respondents to questions in this section: 800
Question 9. Which of the following best describes your perception of the LP Clubhouse facilities?
Outdoor Resort Palm Springs
Clubhouse Facilities
Other*
The LP Clubhouse facilities are great. I like everything just the way it is.
31%
36%
The LP Clubhouse facilities are good – some improvements are needed.
50%
47%
The LP Clubhouse facilities are fair – significant improvements are needed.
15%
12%
The LP Clubhouse facilities are poor – major improvements are needed.
4%
5%
*Other private clubs and communities
Sixty-nine percent of respondents feel that at least some LP Clubhouse improvements are needed and 31% feel the facilities are fine as they are. Seventy-eight percent of respondents under age 56 feel that improvements are needed, compared to 71% of respondents ages 56 to 65, 71% of respondents ages 66 to 75 and 59% of respondents over age 75.
Question 10. Please rate your satisfaction with the following aspects of the LP Clubhouse facilities: (5=Very Satisfied, 1=Very Dissatisfied)
Mean Rating
% Satisfied
% Dissatisfied
LP Clubhouse Facilities
Exterior appearance
4.1
87%
4%
Fitness Area
4.1
82%
3%
Restrooms
4.0
83%
5%
Convenience Store
4.0
78%
2%
Mail room
3.9
76%
4%
Library
3.9
72%
3%
Board office area
3.8
69%
2%
Bella Roma Café
3.8
68%
10%
General interior appearance
3.7
70%
13%
Ballroom
3.7
67%
13%
Kitchen
3.5
53%
16%
Eighty-seven percent of respondents are satisfied with the exterior appearance of the LP Clubhouse facility and 4% are dissatisfied. Satisfaction with the general interior appearance is somewhat lower, with 70% satisfied and 13% dissatisfied. The Fitness Area received a very high rating of 4.1, with 82% satisfied and only 3% dissatisfied. The two lowest ratings are for the Ballroom (13% dissatisfied) and the kitchen (16% dissatisfied).
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Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 11. Which of the following best describes your perception of the ES Clubhouse facilities?
Outdoor Resort Palm Springs
Clubhouse Facilities
Other*
The ES Clubhouse facilities are great. I like everything just the way it is.
43%
36%
The ES Clubhouse facilities are good – some improvements are needed.
45%
47%
The ES Clubhouse facilities are fair – significant improvements are needed.
9%
12%
The ES Clubhouse facilities are poor – major improvements are needed.
3%
5%
*Other private clubs and communities
Fifty-seven percent of respondents feel that at least some ES Clubhouse improvements are needed and 43% feel the facilities are fine as they are. Fifty-five percent of respondents under age 56 feel that improvements are needed, compared to 56% of respondents ages 56 to 65, 60% of respondents ages 66 to 75 and 52% of respondents over age 75.
Question 12. Please rate your satisfaction with the following aspects of the ES Clubhouse facilities: (5=Very Satisfied, 1=Very Dissatisfied)
Mean Rating
% Satisfied
% Dissatisfied
ES Clubhouse Facilities
Pergola area
4.2
84%
2%
Owners’ Lounge
4.3
90%
3%
Restrooms
4.2
88%
3%
Exterior appearance
4.3
91%
4%
Lifestyle and Events Office
4.0
78%
4%
West Room
3.8
65%
5%
Ballroom
4.0
80%
7%
Activities storeroom
3.6
53%
7%
General interior appearance
4.0
83%
8%
Marge’s Snack Bar
3.5
55%
12%
Open bar area
3.8
71%
13%
Kitchen
3.0
44%
36%
Respondents are very satisfied with both the exterior appearance (91% satisfied, 4% dissatisfied) and the general interior appearance (83% satisfied, 8% dissatisfied) of the ES Clubhouse facility. Areas of high member satisfaction include the Owners’ Lounge, the restrooms and the Lifestyle and Events office. The lowest ratings are for Marge’s Snack Bar (12% dissatisfied), the open bar area (13% dissatisfied) and especially the kitchen (36% dissatisfied).
16
Membership Survey Report Outdoor Resort Palm Springs May 2020
Question 13. Please provide any comments or suggestions you have regarding the Clubhouse facilities:
Among the comments found in the Written Comments section of this report include: • The clubhouses definitely need updating. They look like they are from the early 70’s/late 60’s decor still. • Disappointed ES kitchen unusable during the majority of the season. • They are old looking and blah. Not the caliber of what this type if club should look like. • The clubhouses are a very important aspect of our community. La Palma overall feels a bit dated but is adequate. ES looks more up to date but the sound system is awful. • We need a more welcoming lounge/bar area where people can gather and socialize, and it doesn't feel like a warehouse. • The interior appearance of both clubhouses is tired! They need to be updated - more modern appearance, better lighting, more warmth.
S E C T I O N I I I . D I N I N G
Approximate number of respondents to questions in this section: 750
Question 14. Please indicate your satisfaction regarding these aspects of dining: (5=Very Satisfied, 1=Very Dissatisfied)
BELLA ROMA CAFÉ
MARGE’S SNACK BAR
Mean Rating
% Satisfied
% Dissatisfied
Mean Rating
% Satisfied
% Dissatisfied
Dining Aspects
Service Friendliness of service staff
4.4
90%
1%
3.7
57%
9%
Staff professionalism/training
4.2
86%
2%
3.6
54%
10%
Speed of service
4.1
82%
5%
3.6
53%
11%
Food Food quality (food well prepared)
4.1
80%
6%
3.6
53%
12%
Consistent meal-to-meal food quality
4.1
79%
5%
3.5
51%
12%
Food value for the price
3.9
76%
5%
3.4
50%
14%
Menu variety
3.8
70%
12%
3.4
45%
17%
Availability of healthy menu selections
3.7
61%
13%
3.3
38%
19%
The Bella Roma Café received high satisfaction ratings, mostly above 4.0, for the various aspects of service and food. Food quality is a very important component of any dining operation, and thus it is a very positive survey result that fully 80% of respondents are satisfied with quality of the food served in Bella Roma and only 6% are dissatisfied. The corresponding ratings for dining at Marge’s Snack Bar are all lower, and in a range of 3.3 to 3.7. As shown in the charts on the following page, almost all of the Bella Roma Café satisfaction ratings are above the average ratings from other private clubs and communities, and all of the ratings for Marge’s Snack Bar are below average.
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