Are you a Fairfield Glade promoter or detractor?
That depends on how likely you are to recommend Fairfield Glade to others.
The bottom line, according to results of a strategic planning survey conducted for Fairfield Glade Community Club in July, is that more people are likely to make that recommendation than those who would not.
But apparently not as many as in 2018, the last time the survey was conducted.
Survey participants were asked “How likely is it that you would recommend Fairfield Glade to a friend or colleague?”
The company that conducted the survey, Private Club Associates, said the question measures “the true level of member satisfaction” in Fairfield Glade.
Respondents answered that question on a scale of 0-10, with 0 being highly unlikely to recommend Fairfield Glade and 10 being very likely.
Those answering 9 or 10 were called “promoters” and those 0-6 were “detractors.” Those answering with a 7 or 8 were considered “passives.”
It all comes down to what PCA calls a “net promoter score,” a rating that shows how likely the participants overall would be to recommend Fairfield Glade.
The score was drawn from answers based on respondents’ gender, age, income, how much they paid for their property and how much it is worth now.
Fairfield Glade’s net promoter score came in at “a very good” 23.9, PCA said in its survey report. But PCA also noted that the score was lower than the 28.1 recorded in 2018.
(Although the maximum rating could be 100, the scores were considered favorable because PCA uses a calculation that could result in scores well below zero.)
The 23.9 score was determined by subtracting the percentage of detractors (23.0) from the percentage of promoters (46.9). Passives were not included in the calculation.
PCA said the net promoter scores for private clubs it has surveyed have ranged from minus-26.0 to 63.6.
Highlights of the statistics:
– Respondents ages 55 and younger weren’t likely to recommend Fairfield Glade.
PCA said the “dramatically lower” net promoter score of minus-26.7 from respondents younger than 46 “is of some concern.” It noted, however, there were only 12 respondents in that age category.
The score improved to 16.9 in the 46-55 age group. But that is “still low and brings down the overall NPS,” the surveyor said.
– The score increased considerably with respondents’ combined incomes, nearly tripling from those with incomes below $50,000 (11.8) to those making $100,000 to $200,000 (32.8). But the score dropped to 19.5 from those with incomes of more than $200,000, perhaps indicating “a discrepancy between expectations and experience of the greater well-to-do people,” PCA said.
_ There was little difference in the scores from participants who bought homes in three price groups from before 2007 through 2018, ranging from 19.0 to 20.8. The score notably increased to 31 from those who bought after 2018.
– The score increased steadily with each higher-value home group. Those whose homes were valued at less than $240,000 gave scores from minus-9.6 to 4.4. Those with homes valued from $240,000 to more than $750,000 gave greater scores, from 20.4 to 33.5.
– The score from males (26.6) was slightly higher than that from females (23.5).
The net promoter scores were based on responses from 3,156 participants, or 39%, of Fairfield Glade’s membership. That response rate gives the survey a confidence level of 99% that the results reflected the opinions of the total population within plus or minus 1.8 percentage points, according to PCA.
The complete survey results and all comments from respondents are on the Community Club’s website at fairfieldgladeresort.com under the topic of “Strategic Planning” on the membership homepage.