MARRIOTT GOLF CLUBS MEMBER SURVEY 2010 June 2010

1. MARRIOTT GOLF CLUBSMEMBER SURVEY 2010June 2010 Prepared by: David Fenton Fenton Market Research Ltd.

2. SURVEY RESPONSE RATESBy Club • After removing duplicate email addresses (ie the same email address given for more than one member, a total of 2951 emails were sent out. • Responses shown here include those members who responded via the yourleisureclub website (approx 40) and those who completed a paper version of the survey (9). • Overall response rate was 42% which compares favourably with previous postal surveys (2008 = 24%) and varied across clubs from 34% to 49%

3. OVERALL MARRIOTT GOLF CLUB SCORE from 0-10- By Club 2008 v 2010 • St. Pierre remains the highest rated club, although the methodology change means that even though the question and the ratings scales are similar to 2008, scores are not directly comparable. • However it would appear that Meon Valley has improved its rating moving up from 9th to 4th, whereas Tudor Park has slipped from 3rd to 9th. • Worsley Park remains the lowest rated club, although the gap between it and the other clubs is now a lot less. Mean Score Question: “Giving a score from 0 to 10, where 0 is poor and 10 is excellent, how would you rate your satisfaction with your Marriott Golf Club?”

4. CLUB SCORE RANGE - Service - • Narrow spread of scores on overall Golf Service and helpfulness of Shop Staff • Golf Professional Services at Hollins Hall rated lowest as it was in 2008 • Poor state of course maybe reflected in score for Courtesy of Green Staff at Worsley Park % Sprowston Forest of Arden St. Pierre Sprowston Forest of Arden Hollins Hall Hollins Hall Worsley Park Meon Valley Hollins Hall

5. CLUB SCORE RANGE - Facilities - • Forest of Arden retains its position again as the highest rated club for facilities but Hanbury now rated lowest on this measure • Forest of Arden also rated top on all other facility questions apart from changing rooms where Sprowston leads • Hanbury rated lowest on trolleys and buggies and also furniture • Meon Valley rated bottom on both Golf Shop measures as it was in 2008 Forest of Arden Forest of Arden Forest of Arden Forest of Arden Forest of Arden Sprowston Hanbury Manor Meon Valley Hanbury Manor Meon Valley Hanbury Manor Hollins Hall

6. CLUB SCORE RANGE - Golf Course - • The overall condition of the golf course shows Forest of Arden rated highest and Worsley Park lowest exactly as they were in 2008 • The new measures looking at aspects of the course would seem to indicate that it is the bunkers and fairways where the problems are greatest at Worsley Park • There appears to be larger variations between courses on these measures than most other aspects • Hollins Hall is rated bottom on two aspects and particularly seems to have a problem with its greens % Forest of Arden Forest of Arden Forest of Arden Forest of Arden Forest of Arden Hollins Hall Worsley Park Worsley Park Hollins Hall Worsley Park

7. CLUB SCORE RANGE - Membership Experience - • Worsley park is rated lowest on Value for Money as it was in 2008. It would seem that this is almost entirely down to the course as it is the highest rated club for communications and golf competitions • As well as being rated highest overall, St. Pierre is rated best for value as well as its social events • It is interesting to note that the club with the highest rated course has the lowest rating for golf events and vice versa! Sprowston Worsley Park St. Pierre Worsley Park St. Pierre Forest of Arden Forest of Arden Hollins Hall Breadsall Priory Dalmahoy Dalmahoy Worsley Park

8. CLUB SCORE RANGE - Food & Beverage - • Whilst the Zest at Hollins Hall is rated very poorly on a number of measures it is the highest rated club for its on-course drinks and food – a big improvement from 2008. • With exception of its service where it is topped by Worsley Park, The Zest at St.Pierre is the highest rated food and beverage provision across the clubs Worsley Park Hollins Hall St. Pierre St. Pierre St. Pierre St. Pierre Hollins Hall Dalmahoy Hollins Hall Hollins Hall Tudor Park Hollins Hall

9. FACILITY SCORES Overall Score ranges By club

10. FACILITY & SERVICE RATINGS – BY CLUB- Overall Service from Golf Staff • All clubs rated over 7 for service • Only Meon Valley and Hollins Hall rated below 7.9 • Very close at the top between St.Pierre and Sprowston Manor Mean Score

11. FACILITY & SERVICE RATINGS – BY CLUB- Helpfulness of Golf Shop Staff • Highest Mean Score across all measures for Sprowston Manor (9.0) • Meon Valley, Dalmahoy and Hollins Hall rated a fair bit lower than the other clubs Mean Score

12. FACILITY & SERVICE RATINGS – BY CLUB- Quality of Golf Professional services • Big spread of scores on this measure • Sprowston Manor, St. Pierre and Worsley Park rated above most other clubs • Hollins Hall rated much worse than any other club (as it was in 2008) • If it wasn’t for Hollins Hall, Hanbury Manor score would not look great either. Mean Score

13. FACILITY & SERVICE RATINGS – BY CLUB- Service and on-course management from Marshals • Marshals at Forest of Arden, rated highest as they were in 2008 and considerably better than elsewhere • The bottom three clubs are the same as they were in 2008 with Meon Valley now rated worst. Mean Score

14. FACILITY & SERVICE RATINGS – BY CLUB- Courtesy shown by greens staff • Less of a spread of scores on this measure with Forest of Arden now rated best. • Noticeable gap between the other clubs and Hollins Hall and Worsley Park, with the latter probably suffering from the perceived overall poor state of the course. Mean Score

15. FACILITY & SERVICE RATINGS – BY CLUB- Overall quality of facilities • Forest of Arden retains its position as being perceived to have the best facilities. • Hanbury Manor members continue to rate the overall facilities lower than other clubs, as they did in 2008 Mean Score

16. FACILITY & SERVICE RATINGS – BY CLUB- Cleanliness of changing rooms • The order the clubs are ranked this year is virtually the same as in 2008 with both the top 3 and bottom three being the same. • Sprowston Manor and Forest of Arden are now some way ahead of Breadsall priory at the top. • The gap between Hollins Hall and the remaining clubs appears a little wider Mean Score

17. FACILITY & SERVICE RATINGS – BY CLUB- Quality of trolleys/buggies • All scores relatively higher than in 2008 • Forest of Arden rated slightly above other clubs • Hanbury Manor rated last Mean Score

18. FACILITY & SERVICE RATINGS – BY CLUB- Quality of course furniture & signage • Again Forest of Arden rated best and Hanbury worst on this measure • Worsley Park also rated poorly for furniture and signage Mean Score

19. FACILITY & SERVICE RATINGS – BY CLUB- Overall quality of the golf shop • The Golf Shop at Forest of Arden receives a particularly high score considerably ahead of other clubs. • Meon Valley rated worst for its golf shop as it was in 2008 Mean Score

20. FACILITY & SERVICE RATINGS – BY CLUB- Quality of merchandise in the golf shop • The ranking order for Golf shop merchandise is virtually the same as for golf shop overall • Forest of Arden is rated top with Worsley Park only just behind, whilst Meon Valley is rated worst • This is quite different to how the golf shop staff are seen. Does the merchandise therefore have the greatest influence on overall perception? Mean Score

21. FACILITY & SERVICE RATINGS – BY CLUB- Overall condition of golf course(s) • Forest of Arden rated considerably better than other courses, although Meon Valley is also rated well • Apart from Worsley Park which is still rated very poorly, the score for Hollins Hall is much poorer than the other eight clubs Mean Score

22. FACILITY & SERVICE RATINGS – BY CLUB- Presentation of the Greens • Forest of Arden leads on quality of greens, just ahead of Meon Valley. • The greens at Hollins Hall appear to be causing a lot of concern to members. Thos at Sprowston Manor are also rated quite badly • It would seem that it is not particularly the greens that are causing the problems at Worsley Park as they are not rated worse than most other clubs Mean Score

23. FACILITY & SERVICE RATINGS – BY CLUB- Presentation of the Teeing Areas • Forest of Arden rated some way ahead of other clubs. • Hollins Hall worst on this measure as well • Again Worsley Park scores are mid-ranking Mean Score

24. FACILITY & SERVICE RATINGS – BY CLUB- Presentation of the Bunkers • No clubs bunkers are rated particularly well. • 4 clubs receive a mean score of <5 which is poor. • The bunkers at Worsley Park are clearly contributing to its poor overall score with a very low mean score of 2.2 Mean Score

25. FACILITY & SERVICE RATINGS – BY CLUB- Presentation of the Fairways • The fairways are clearly the other area of the golf course driving down its overall perception at Worsley Park • Tudor Park, which otherwise does quite well on golf course measures, is also rated quite poorly by its members for its fairways Mean Score

26. FACILITY & SERVICE RATINGS – BY CLUB- Ease of booking process • Sprowston Manor, Hanbury and Worsley Park have the highest scores for their booking process. • Forest of Arden which was ranked lowest on this measure in 2008, continues to score poorly and is joined this year by Breadsall Priory Mean Score

27. FACILITY & SERVICE RATINGS – BY CLUB- Amount and organisation of golf competitions • In a reversal of roles, Worsley Park, whose course is rated worst is seen to have the best golf competitions, whereas the club with the best course (Forest of Arden) is ranked worst on this measure. • Unfortunately for Hollins Hall both its course and its competitions are rated relatively poorly Mean Score

28. FACILITY & SERVICE RATINGS – BY CLUB- Number and quality of social events • The social events at St. Pierre are rated quite well • Those at Tudor Park, Sprowston Manor and Dalmahoy are rated quite poorly Mean Score

29. FACILITY & SERVICE RATINGS – BY CLUB- Member communication • Worsley Park is not only top on this measure but has improved from being ranked 9th in 2008 • Conversely, Tudor Park is now 9th having been ranked top in 2008. • Breadsall priory has maintained its 2nd position from the last survey • Hollins Hall is now ranked last as it is for a number of other measures Mean Score

30. FACILITY & SERVICE RATINGS – BY CLUB- Membership benefits and discounts • Membership benefits and discounts are not particularly highly rated anywhere. • They are more highly rated at Forest of Arden and Hanbury Manor than elsewhere • Dalmahoy members now rate the benefits worse than other club members Mean Score

31. Membership benefits and discounts- By No. of rounds played at other Marriott venues • Looking at the rating of the benefits and discounts by how many rounds members play at other Marriott venues, you would expect those who use this benefit most to rate it higher than others. • Whilst those who have played no rounds elsewhere do indeed rate their benefits least (5.6) and those who lay between 7 and 10 rounds the highest (6.4), the ones who play at other courses most often (10+rounds in last year) are not rating the benefit that highly Mean Score

32. FACILITY & SERVICE RATINGS – BY CLUB- Overall value for money • The Value for Money is seen by Marriott members to be best at St Pierre and Forest of Arden. • Worsley Park is rated worst for value for money. This would appear to mainly down to the state of the golf course as several of its other measures are rated very well Mean Score

33. FACILITY & SERVICE RATINGS – BY CLUB- Drinks and food available on course • Hollins Hall, which has been rated poorly on a number of measures rates very well on this measure and considerably better than other clubs and has improved from 8th place in 2008 • Two clubs have a mean score rating below 5 on this measure. Breadsall Priory which was also rated poorly in 2008 and Tudor Park which is now the lowest Mean Score

34. FACILITY & SERVICE RATINGS – BY CLUB- Overall atmosphere – Zest (or equivalent) • Whilst no clubs rate the atmosphere in their restaurant highly, it does appear to be better in the Zests at St Pierre and Forest of Arden, than elsewhere • The Long Weekend at Dalmahoy is rated worst of all the restaurants on this measure Mean Score

35. FACILITY & SERVICE RATINGS – BY CLUB- Service – Zest (or equivalent) • The service in the restaurants is more highly rated than other elements. • In particular the service in the Sport & Spike Bar at Worsley scores considerably better than other clubs Mean Score

36. FACILITY & SERVICE RATINGS – BY CLUB- Value for Money – Zest (or equivalent) • Value for money in the restaurants is generally poorly rated with only the Zest in St. Pierre having a mean score over 6 (6.4) • The Zests at Tudor Park, Sprowston and Hollins Hall record a mean score blow 4 Mean Score

37. FACILITY & SERVICE RATINGS – BY CLUB- Range of Food – Zest (or equivalent) • The range of food is rated slightly higher than the value • The rank order is similar to that for the value with St. Pierre and Worsley park rated highest and Tudor Park and Hollins Hall the lowest. Mean Score

38. FACILITY & SERVICE RATINGS – BY CLUB- Quality of Food – Zest (or equivalent) • Scores for quality of food are good at both St.Pierre and Worsley park. • After these two the scores fall away sharply down to Tudor Park with a means score of 5.1 and Hollins Hall rated worst with a mean of only 4.5 Mean Score

39. ROUNDS OF GOLF PLAYED AT OTHER MARRIOTT VENUES WITHIN THE LAST 12 MONTHS • 60% of members claimed to have played at least one round at another Marriott venue in the last year, this is an increase on 2008. • However only 1 in 4 members have played more than 6 rounds at other courses %

40. IF CONTACTED MEMBER OF STAFF WITH A PROBLEM – IN LAST YEAR- By Club • 1 in 3 members claim to have contacted a member of staff concerning a problem in the last year. Of these the average number of problems was 2.3. • The percentage of members who have had a problem is highest at Hollins Hall and Worsley Park, where over half the members have had cause to contact a member of staff with a problem. • Dalmahoy had the smallest proportion who had a problem – just under 1 in 4, but those who did reported an average of 2.5 problem areas. % Yes Had a problem Average No. of problems Question: “Have you had a need to contact a member of staff at your Marriott Golf Club with a problem in the last year?”

41. MOST COMMON CAUSE OF A PROBLEM- By Club • The most common problem area was ‘condition of the course’ with an average across all clubs of 14% of members complaining. • The chart shows the most common area of complaint and highlights the concern about the course at both Hollins Hall and Worsley Park. The course was also the main problem area at Sprowston and Breadsall • Off-course catering was the greatest cause for concern at Hanbury and Tudor Park, wheras for Forest of Arden and Dalmahoy it was ‘tee time availability’ albeit at a lower level. % of all members

42. Who Contacted about most serious problem • Over half of all respondents contacted either a member of the golf shop staff (32%) or the Director of Golf (25%) himself about their problem Base: All respondents who reported a problem = 402