The Fort Orange Club

2015 Member Survey Findings

2015 MEMBER SURVEY DEMOGRAPHICSof 234 Persons Surveyed

MEMBER CLASSIFICATION 87% Resident4% Junior9% Non-resident

PERSON SURVEYED93% Members7% Spouse/Significant

Other

GENDER 81% Male 19% Female

# OF CHILDREN UNDER 18LIVING AT HOME

39% responded “One”39% responded “Two”22% responded “More

than two”(157 members skipped)

2015 MEMBER SURVEY DEMOGRAPHICSof 234 Persons Surveyed

AGE 39%…………………..………………………..……………..50-64

37%………………………………..……………………..65 & over

15%……………………………..……………………………40-49 10%………………………………..…………………………..20-

39

TENURE33%……………………………………………….21 or more

years25%……………………………………………………….1-5 years23%…………………………………………………….11-20 years13%…………………………………..…………………6-10 years

5%………………………………………….………under one year

2015 MEMBER SURVEY DEMOGRAPHICSof 234 Persons Surveyed

TRAVEL: FOC TO RESIDENCETwo-thirds of respondents live within 10 miles of the

FOC

TRAVEL: FOC TO PLACE OF WORK68% of respondents work within 10 miles of the FOC

2015 MEMBER SURVEY FINDINGSGeneral Issues

STRENGTHSFacilitiesService

Member Experience

OPPORTUNITIES FOR IMPROVEMENTValue Compared to Cost

DiningActivities

Communication

2015 MEMBER SURVEY FINDINGSGeneral Issues

2015 MEMBER SURVEY FINDINGSClub Staff & Operations

STRENGTHS

Staff Hospitality95% “fully satisfied”

General Level of Service86% “fully satisfied”

General Safety & Security85% “fully satisfied”

Fewer than 2% of those surveyed responded “dissatisfied” in any of these categories.

2015 MEMBER SURVEY FINDINGSClub Staff & Operations

OPPORTUNITIES FOR IMPROVEMENT

Dues & Fees65% “dissatisfied” or “neutral”

Member-to-Member Interaction40% “dissatisfied” or “neutral”

Board of Trustees42% “dissatisfied” or “neutral”

Dress Code35% “dissatisfied” or “neutral”

2015 MEMBER SURVEY FINDINGSThe Clubhouse

STRENGTHS

Social Spaces

87% - 89% were “fully satisfied” with comfort, cleanliness, services, decor

Fewer than 2.5% responded “dissatisfied.”

Frequency of Use of Social Spaces

55% “weekly” ~ 29% “monthly” ~ 16% “quarterly”

2015 MEMBER SURVEY FINDINGSThe Clubhouse

OPPORTUNITIES FOR IMPROVEMENT

Guest Rooms

77% - 80% responded “dissatisfied” or “neutral” with decor & comfort

62% - 67% responded “dissatisfied” or “neutral” with cleanliness & services

Frequency of Use of Guest Rooms

75% “never” ~ 15% “quarterly” ~ 5% “monthly” ~ 5% “weekly”

2015 MEMBER SURVEY FINDINGSClub Dining & Banquets

MOST FREQUENTED

The Tap Room ~ 25% responded “weekly”Less than 10% responded “weekly” to frequency of use of any other room.

LEAST FREQUENTED“rarely” or “never”

80% for the Rathskellar61% for the West Main Lounge

55% for Private Dining/Banquet Rooms48% for the Main Dining Room

2015 MEMBER SURVEY FINDINGSClub Dining & Banquets

OPPORTUNITIES FOR IMPROVEMENT

Rathskellar

scored poorly with 50% or more of the respondents across all areas

Menus

All other dining rooms and banquets scored quite highly across all areas except for “menu.”

2015 MEMBER SURVEY FINDINGSClub Athletic Facilities - Cardio Weight Room

STRENGTHS

Decor~ Cleanliness ~ Equipment

OPPORTUNITIES FOR IMPROVEMENT

Group Fitness - 60% satisfaction ratePersonal Training - 64% satisfaction rate

Frequency of Use

48% “>1/wk” ~ 37% “never” or “infrequent” ~ 9% “weekly” ~ 6% “monthly”

2015 MEMBER SURVEY FINDINGSClub Athletic Facilities - Squash Courts, Pool, &

Massage Therapy

Squash Courts

Frequency of Use82%

“never” or “infrequent”

Satisfaction Rateslow

across all areas

Pool

Frequency of Use74%

“never” or “infrequent”

Satisfaction Rateslow

across all areas

Massage Therapy

Frequency of Use94%

“never” or “infrequent”

Satisfaction Rateslow

across all areas

2015 MEMBER SURVEY FINDINGSClub Within A Club Activities

Variety of activities: 39% satisfied

Member involvement: 73% “neutral”

Scheduling: 27% satisfied

2015 MEMBER SURVEY FINDINGSClubhouse Strengths & Improvement

Opportunities

STRENGTHSTap Room

Staff

OPPORTUNITIES FOR IMPROVEMENTFood/MenuRathskellar

Guest RoomsGeneral Decor

2015 MEMBER SURVEY FINDINGSRecommendations

Engage Junior members

Show value to address pricing concerns

Improve food/dining/menu

Think about networking

Turn FOC into a destination

Attention to detail on staff service

2015 MEMBER SURVEY FINDINGSGeneral Recommendations (cont’d)

Address guest room concerns

Address Rathskellar issues

Improve usage across non-Tap Room areas

Improve Athletic Facility usage

Enhance family friendliness

Share findings with members

Questions