Member Experience

Scores are calculated from survey responses. Add outlets in Settings, then upload POS data or log visits to start collecting feedback.

CSAT, Food, Service, and NPS charted month-on-month. Data is calculated from submitted survey responses.

Server scores from survey data. Composite = NPS (30%) + Overall (30%) + Food (20%) + Service (20%).

What your servers said about their own shifts. Turn this on in Settings → Staff shift surveys.

AI-generated training recommendations and recognition, based on server survey scores and guest comments for the selected period.

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, tracked to completion.

Any response scoring low is flagged the same day it's received — not at month-end review.

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. 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.

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.

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.

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.

These are the questions members see after their round. Changes apply to all future golf surveys.

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.

One position per club, averaged across the loyalty, service, operational, response-rate and recovery rankings. It is an average of positions, not of scores — adding a 0-100 index to an NPS and an alert rate gives a number that sorts and means nothing. 100 is top of the group on everything the club qualified for. A club is left unranked on a metric until it has enough responses to rank honestly.

Rank, then the number, then movement against the previous period of the same length. Movement is signed so that green always means better — a falling alert rate reads as a gain, not a loss. Hover any figure for the sample it came from.

One line per club. A gap that is closing and a gap that is widening look identical in a table and obvious here.

The club table says which club is behind; this says where. A group's weakest outlets are often spread across two clubs whose own averages both look fine.

Each club keeps its own members, outlets, staff, surveys, sending credentials and prepaid balance. Nothing crosses between them except the comparison screens.

A new club starts with the group's survey templates and default send times copied in, and no outlets — those have to come from the club itself. Set Collecting since to the date it went live so comparisons do not rank it last for months it was never open for.

Everyone whose home club this is, plus anyone granted it explicitly. A grant may carry its own role — somebody can be F&B Director at their own club and read-only here. Nobody can grant access above their own level.

Everything about your outlets lives here — the name, the minimum spend that qualifies for a survey, how many days before a member can be re-surveyed, which questions they are asked, and who answers for the place. 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. Alerts go to is who a case alert is assigned to when a poor response comes in from this outlet — they are emailed straight away rather than waiting for someone to spot it unassigned. Leave it on "Nobody" and the managers are notified instead. 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.

At the end of each day, every server recorded against a visit gets a link asking how their own shift went — overall, whether they felt supported, whether the workload was manageable, and whether they had what they needed. Off by default: switching it on starts messaging your team. Nothing sends between 11 PM and 11 AM Eastern.

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.