Member Survey - results and actions
Every year we perform a member survey. Every third year we use an external organisation to review the questions, make improvements, and ensure that the survey’s are yielding meaningful results. In the in-between years we ask a smaller number of questions, but the questions that we do ask are consistent - so that we can compare between years. In 2026, we did introduce a new question around court pressures, especially during Prime Times. This was in response to member feedback throughout the season.
For the 2025 survey results/actions please CLICK HERE
Please see below a summary of the 2026 survey results
CLICK HERE to see some of the improvements we are planning resulting from your feedback.
2026 Member Survey
276 members responded to the survey (between Sept 8 and 18). This was 43% more than the previous year’s survey. Below is a summary of the results. Please note that it concentrates on areas of improvements, more than celebrating successes.
Promoters are defined as those respondents who scored 9 or 10 in response to be likely to recommend the Club.
Overall a very positive position.
But where are the areas that we can improve upon?
As can be seen all areas are scoring well. The largest improvement in 2026 survey was Court Maintenance. Followed by the Courtside Cafe and Online Booking System.
Areas that declined (but slightly) included Club Communications, Tennis Professionals and Tennis Professionals.
For question 9: asking about how we could reduce pressure on courts during Prime Time
Below are the percentages of responses which were their first, second or third choice:
72%: Enforce Penalties for "no shows"
63%: Put private lessons on singles courts
48%: Enforce penalties for members who consistently cancel with less than 24 hours notice
42%: No back to back during prime times
41%: Change bookings times to 45 minutes for Courts 5-12
The top two will be implemented for 2027 season, and the third will be introduced but using a balanced and reasonable approach. Back to back bookings will be allowed with the exception of the two weeks in the season when we host national tournaments. During these two weeks back to back bookings will not be permitted.
Our tennis courts remain the most important aspect of our Club in attracting members. Location is of course also important.
As the Club grows the balance of programming versus “free” booking times becomes an ever increasing challenge.
Over two thirds are happy with the balance at this time: with 15% wanting more and 18% wanting less.
We are looking to make changes to this question for next year as we feel more insight could be gained from looking in more detail to different types of programming.
The linked file (CLICK HERE) is a breakdown of your comments and how we can address them next season.
Thank you so much for taking the time to respond to our survey. Your opinions matter and help shape your future services.