Member Experience

Average score first — every rated answer on one 0–100 scale, so a middling reply moves it by its share of the replies. Then NPS, which does not behave like an average: one 9 out of 10 is +100, so each month says how many people answered. After those, the questions that survey actually asks: each line is named from its own template — an outlet that nominates its own survey is charted under its own questions, not the dining room's.

Dining scores from the surveys sent after a qualifying visit. Golf rounds are on their own screen; events are their own department.

Every active outlet over the selected period. Click an outlet to read its own scores and comments above.

Server scores from survey data. Composite = NPS (30%) + Service (30%) + Overall (20%) + Food (20%), each on 0-100. The board is ordered by composite score.

What your team said about their own shifts — anonymously. Answers are stored with no link to the person who wrote them, arrive in shuffled order, and are held back entirely until enough have come in that no single one can be traced back. Set one up in Settings → Staff survey occasions.

AI-generated training recommendations and recognition, based on server survey scores and guest comments for the selected period. Each action is assigned on generation to whoever owns the outlet the server worked most, the same way a case alert is — set that in Settings → Outlets.

Generated weekly on Fridays from survey comments across all outlets. Click "Generate now" to run analysis on-demand.

Generated weekly by AI from guest feedback. Priority-tagged, assigned to a person, tracked to completion.

Any response scoring low is flagged the same day it's received — not at month-end review. It is assigned and emailed straight away, and passed up if nobody resolves it inside the club's window — set both under Settings → Case alert rules.

Every member who had a bad visit, and what happened the next time they came in.

Longest wait first. A case marked resolved does not clear anyone from here — only their next visit does.

They came back and told us how it went. These are the ones the recovery rate is measured on.

Each member against their own rhythm, adjusted for how the rest of the club moved over the same weeks.

These are the fields the eligibility check and survey delivery use — same six as the CRM export.

Upload the club's membership export — matches the six required fields exactly.

Everyone below qualified on spend and hasn't been surveyed at that outlet inside its re-survey window — or was, and never replied for long enough that they are askable again. Send someone early, or remove anyone who shouldn't get one.

Log a visit manually — works for members, guests, commercial visitors, or anyone else.

All visits on record — from POS uploads and manual entry.

Every survey sent, pending, and completed — with delivery channel and response status. Answers are shown against the question each member was actually asked. A survey that never went out is listed as Not eligible.

Every SMS and email sent by the system — surveys and test messages.

Each index is scored 0–100 from the questions tagged to it.

Responses and NPS across the period.

Servers with at least three responses in the period.

The net score hides its own make-up: a club with few detractors and one with many of both can net to the same number, and they need different work.

The same responses as above, cut finely enough to see when something changed.

Each outlet over the same periods — whether a score has drifted or dropped.

Of the surveys sent in this period, how many came back — by room, by week, by survey and by type of member. A survey belongs to the period it was sent in and counts as answered whenever the answer arrived, so a Friday send answered on Monday is a success rather than a miss.

Who the member was, and when they came in.

Every question in every template answered this period — including ones you added yourself, which are collected and reported here even though they move no index.

Scored separately from the outlets, and deliberately not part of the club indices.

Keeps surveys sending without anyone having to watch the balance. When credit falls below the trigger, the saved card is charged for the top-up amount.

Every top-up, refund and adjustment, newest first.

What credit is going out per day. A flat stretch means nothing was sent; a spike is usually an event blast.

Messages sent, by day and type. A day's surveys are grouped into one line rather than listed individually.

One file, once a day. Everything after this happens automatically. The day's golf tee sheet goes up on Golf — same job, other file.

Course conditions, pace of play, and pro shop scores from post-round surveys sent via tee sheet upload.

Measured in member-days, so somebody who ate twice after one round counts once.

Upload the day's tee sheet. The system extracts member IDs and names so you can review who will receive the golf survey before sending.

All golf surveys sent, showing member, date, and completion status. A round that never became a survey is listed as Not eligible.

The questions members see after their round live in Survey Builder, with every other survey the club sends.

Court condition, booking and overall scores from surveys sent after a game.

The booking export, as CSV or Excel. Cancellations are skipped, a member on two courts in a day is asked once, and a court booked for a day that has not happened yet is held back until it has.

Every game recorded, with the sport and court it was on. A booking that never became a survey is listed as Not eligible.

The questions members see after their game live in Survey Builder, with every other survey the club sends.

Covers, sales and what happened, block by block. Everything saves as you type — a phone that locks at eleven does not lose the block — and filing one is a separate press, so a service that genuinely did nothing files zeros and is still a different thing from one nobody has been asked for.

Each block asks for what it actually has: the à la carte rooms take reservations and sell takeout, the pool counts check-ins, the Trap has a bartender and no servers. Which is which — and what each block seats, which is what occupancy is worked out against — is set in Settings → Service recap.

Every night the club has filed. Spend per cover across a period is the period’s revenue over the period’s covers, never the average of the nightly figures — that would weight a Tuesday with four covers the same as a Saturday with three hundred.

Banquets, beverage, billing, facilities, the handover, dress code. These belong to the night rather than to any one service — on the paper sheet each one happens to line up with a block, which is only where it fitted on the page.

An issue goes to somebody who can act on it, and they are emailed straight away. A recognition names the person it is about, and they are told. Both end up on one list below.

Who has been named favourably, one row per person rather than one per mention — twelve rows for the same server makes them look like the only person in the building and pushes everybody mentioned once off the bottom of the page.

Each survey type uses its own question set. Members see the template attached when the survey is sent.

Exactly what goes out for this template — the same text the sender uses.

Building rolls several tills into one row on Overview and F&B — a clubhouse that rings up under three revenue centres is one room to the member who ate in it. It is a label, not a merge: the outlets stay separate underneath, so sending, thresholds, ownership and alert routing are unaffected and it can be undone by clearing the field. Leave it empty for an outlet that is its own building. The name, the minimum spend that qualifies for a survey, how many days before a member can be re-surveyed, and which questions they are asked. That window counts surveys that were sent; one that went unanswered for longer than the no-reply period set in Settings stops holding the member back, so somebody who never replied is asked again on their next visit rather than at the end of the month. Leave the questions on "Default for visit type" for ordinary dining; choose a template when an outlet needs its own, such as a racquets centre or a lesson. Who answers for the outlet is set below, under Case alert rules. Changes save automatically.

Who hears about a poor response, and who picks it up if nobody does. Auto assign to and email owns the case — it is assigned to them the moment the alert is raised and emailed straight to them, and it is the same person who gets the outlet’s weekly training plan and its coaching actions. Email also to is copied on the same message without owning anything. If unresolved is who it goes to once the clock above runs out; the clock starts when the member replied, not when somebody next signs in. Leave any of them on "Nobody" and the managers are told instead. Changes save automatically.

The night, as a PDF, to people with no account here — an owner, the board, the club president. Commas, semicolons or one per line; Name <addr> is fine and gets stripped down to the address. Sending is refused while any service is still unfiled, for the same reason sign-off is.

The blocks on the end-of-day sheet. Owner is who files one — a block with no owner is open to anyone who can reach the screen, because the alternative is a block nobody can file until somebody visits this page, and the day does not close. The F&B Director and above can file any of them. In use takes a block off tonight's sheet without touching anything it has already filed. The tick boxes decide what a block is asked for: a Men's Grille with takeout switched off is never asked for its takeout sales again. Seats is what the block holds, and what its occupancy is worked out against — blank for a block the club has not counted, which gives no occupancy figure rather than one of nought. Winter is what it seats once the pool and the Golf Patio close; zero for a room that shuts. Changes save automatically. Use In use for a room that has closed — it keeps every night already filed against the block; ✕ deletes a block outright and is refused once anything has been filed against it, because those covers and sales are the club’s own history and every total already reported from them would change.

The boxes filled in once for the whole day rather than per block — handover, beverage notes, dress code violations. In use takes a box off tonight’s sheet without touching what has already been written in it on earlier days. Removing one deletes the box for good; switching it off is the safe move if you may want it back. Changes save automatically.

Front-line servers and waitstaff credited with sales — this is the list the Server dropdown offers when you log a visit, and who receives a shift survey. Separate from Team members above: a General Manager does not belong here unless they actually work the floor. A phone number or email is what makes someone reachable — anyone without either is credited for their sales but cannot be sent a shift survey. Edit a phone or email directly in the list; changes save as you leave the field.

Surveys are queued when shift data is uploaded and go out once a day at the time you choose here. Changing the time takes effect straight away — if the new time has already passed today, that day's batch goes out within a minute. Nothing is ever sent between 8 PM and 8 AM Eastern.

Ask a named group about a named night. Give it a name and a date, upload the roster or pick who worked it, then schedule it or send it now. Answers come back anonymously: they are stored with no link to the person who wrote them, and held back entirely until enough have come in that no single one can be traced back.

Staff who can be assigned case alerts and manage the system. Each role sees only what it needs. Adding someone here does not put them on the Servers list below — that is who gets credited with a cheque and sent a shift survey. Somebody who does both belongs on both.

Create dashboard logins for team members. Only Super Admins and General Managers can manage accounts.