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.
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