Top Takeaways From the GolfersVoice Webinar

The National Golf Foundation (NGF) and Players 1st recently hosted an insightful webinar on how golf courses can use feedback to boost guest golfer satisfaction and loyalty. With the introductions of GolfersVoice, a new tool designed to help golf course operators gain meaningful insights from customer feedback, the webinar highlighted how golf course operators can benefit from feedback and drive improvement in both service quality and business outcomes. Here’s a breakdown of the webinar’s key highlights and what GolfersVoice can bring to the game.

Why Guest Golfer Feedback is Key to Success 

Kevin McClendon, VP of Marketing Services at NGF, kicked off the discussion by emphasizing that listening to customers is the foundation of business success. With GolfersVoice, clubs now have an efficient, automated way to collect and analyze guests' feedback, identifying exactly what matters to their players. 

GolfersVoice doesn’t just collect data. It translates it into actionable insights that show course operators where they excel and where they can improve. This focus on customer experience helps course operators make informed decisions to improve operations, engage customers, and build loyalty.

Top Features of GolfersVoice 

Peter Smith, General Manager at Players 1st, introduced the main features of GolfersVoice, which include: 

• Automated Guest Surveys: After a round, golfers receive an automated survey, which collects feedback on everything from course conditions to staff friendliness. This way, feedback is gathered while the experience is still fresh in the player’s mind. 

• Net Promoter Score (NPS): NPS is an industry-standard measure of customer loyalty, and it shows how likely customers are to recommend the course to others. High NPS scores indicate strong customer satisfaction, which often translates to more frequent visits. 

• Wallet Share Metric: This unique feature measures the percentage of rounds a golfer plays at your course compared to others nearby. By monitoring wallet share, course operators can identify loyal golfers and target occasional visitors for more frequent play.

Using Feedback to Drive Improvements 

Besides offering regular feedback, GolfersVoice provides insights to help course managers make targeted improvements. A course manager might find out that golfers are frustrated with long waits between holes or find a particular hazard challenging. By addressing these points, the course can offer a better experience, increasing overall customer satisfaction. 

Peter Smith explained how golf facilities can identify “promoters” (satisfied customers likely to return and recommend) and “detractors” (customers with negative experiences). Understanding these two groups enables course operators to focus on enhancing positive experiences and addressing issues that could cause golfers not to return.

Real-Time Data for Real Results 

In addition to helping golf course operators understand the “big picture,” GolfersVoice provides real-time data, such as immediate alerts when a detractor leaves feedback. This allows managers to respond quickly to resolve issues and potentially turn a negative experience around. Moreover, by examining the competitive insights provided by GolfersVoice, managers can better understand where their players are spending time—and why. 

For example, if GolfersVoice shows that your regular players are also visiting a nearby course known for its restaurant or well-kept fairways, you might decide to improve similar areas at your own facility.

The GolfersVoice webinar sheds light on a powerful tool that helps golf facilities listen, respond, and improve based on real player feedback. In a competitive market, understanding what golfers value is crucial for building loyalty, increasing rounds played, and enhancing the overall experience. By embracing GolfersVoice, daily fee, and public golf courses can stay ahead of the curve and provide an experience that keeps golfers coming back.